Ma● Responsible for Managing Global customers for the Enterprise IT Support Services with the incident tracking CRM , Managing Production of the Team ● Managing SLA & CSAT of customers in accordance with the contracts● Quality Management according to customer requirements as per the incidents logged for the Global Tickets ● Training / OJT to all Team member on regular intervals to improve there skills● Manage revenue in teams of contract renewals● Weekly / Monthly / Quarterly/ Yearly reports on SLA / Prod./ Quality & Resource management● Managing Escalations and timely resolution to customer as per the TAT & SLAnaging Global Service Desk for world wide customers on IT infrasture support

● Managing Service desk operations.● Managing Enterprise Business ( Server / Storage / Network ) Pan India● Managing bidding team contracts for all T & M / Breakfix cases.● Monitor and Analyze the SLAs are being metAccountable for management reporting to include providing metrics and report findings to Service Delivery Executive & Senior Management.Setting KRAs for the TLs and appraise them monthlyLiaison between Problem, Change and Incident Management teams to ensure tickets are accounted for and do not breach the SLA● Revenue generation tracking on month of month basis

● Generate Revenue by coaching teams across vendors with effective prospecting and lead development strategies on all data projects● Monitor vendor team productivity and optimize procedures to reduce costs● Consistently been the checkpoints for all total quality assurance and one point to Business Intelligence team in delivering the customer driven data● Managed data projects on various profiling solution as Data Build Solutions, Market Sizing Models, Profiling Solutions & Database Management Solution● Handling 80+ resources across multiple vendors for voice process with supports teams and 100 % web based checks to deliver huge volumes on the given time lines

● Handling multiple vendor operations and Profit Centre● Operations on Production, Quality, People management, Training, skill development and recruitment.● Media Intelligence Project ( MIP ) tracking of Executives movements across all industries, creations of new companies in Central database and weekly synopsis of industries specific updates on mergers and taken over’s entities – team size o● Inbound and Out bound Call Centre operations, Overall accountability on deliverables on productivity and quality service levels with stringent time lines of 15 team size ● Data Processing Operations ,data entered in the Central database from the Data projects activities with high speed entry team of 35