•Managing Managed Services Portfolio accounts for Global Customers includes Cloud(IBM, AWS)Instance Management and Maintenance,Team Size–45+•Managed L2 Product support team of 50+ Technical support engineers for Enterprise products portfolio with business size of USD 5M•Transitioned,Managed L2 Product Support offshore•Responsible for CSAT targets, Customer Relation Management,end-to-end support delivery•PMO focal for support service delivery, managing operations, revenue projections, resource utilization, capacity planning for existing business, growth projections•Managing P&L for 6 accounts ,achieved margin targets•Managed and motivated employees to be productive,engaged in work.•Maintained professional, organized, and safe environment for employees.•Monitored and analyzed business performance to identify areas of improvement , make necessary adjustments•Controlled costs to keep business operating within budget and increase profits.•Developed and maintained relationships with customers and suppliers through account management.•Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.•Tracking and reporting service level metrics to leadership and client executive team•Ensuring SLA adherence to all business KPIs•Leading MBR/QBR with senior leadership team and key client stakeholders•Responsible for Identification and implementation of Process improvement areas•Strong focus on customer relationships, People management, Talent retention, new hiring, and knowledge management•Active involvement in account farming, assisting in preparing business proposals for new opportunities demonstrating product support capabilities and maturity in existing product portfolio•Increased customer satisfaction ratings to 10 by improving backlog from 300 tickets to 30•People & Performance management – Goal setting for direct reports, performance evaluation, talent identification, coaching, and people development

• Managed Global Technical Support Team spread at various geographical locations (EMEA, APAC, US, CANADA) for Telecom Provisioning Product(SMP) from India• Responsible for Resource Management, Escalation Management, SLA, and CSAT Management.• Developed and executed solutions to customer needs and drivers through hands-on engagement.• Engaged in tool and process improvements to streamline customer success activities and services.• Improved Resolution Time from several months to 15 Days via implementing Incident Management and Problem Management Processes

• Responsible for overall support functions Operations• People & Performance management – Goal setting for direct reports, performance evaluation, talent identification, coaching, and people development, Managed a 10+ member team of L1 Support for Investment banking Applications• Was accountable for SLAs and CSAT• Responsible for Resource Planning and Management to ensure 24x7 support coverage• Responsible for Escalation Resolution• Responsible for Incident and Problem Management Process adherence by the team• Followed all company policies and procedures to deliver quality work.• Listened and responded to customer requests and forwarded necessary information to superiors.

• Was in charge of leading a Support Team composed of 15+ members• Team was responsibility for providing L2 and L3 Support and managing MIS applications related to field engineer data gathering• Assisted customers in identifying issues and explained solutions to restore service and functionality.• Used ticketing systems to manage and process support actions and requests.• Documented support interactions for future reference.• In addition to this, involved in internal and external quality audits• Responsible for Monthly Performance reporting and operations reviews with internal and external Stakeholders• Was Responsible for Escalation resolution and continuous process/KPIs improvement• Responsible for Customer Satisfaction and NPS ratings.

1. Was support focal for various application and was involved in data fixes and codefixes.2. Successfully transitioned and supported the applications to offshore delivery center in India. 3.Migrated MS Access97 applications to VB and MS access 2003.