➢ Currently working as Grp Head IT, Technology, at Cactus Communications Pvt Ltd. for managing complete IT function across the globe. Also acting CISO at CACTUS and its group companies. Reporting to CFO.➢ Managing IT operation / IT Infra / IT Application (Development and maintenance) for Business functions for Cactus across globe, encompassing multi-country presence with remote support desks and data center services and cloud technology platforms.➢Spear heading Security vertical for all data compliance at Cactus.➢ Managing IT Deliverables, Profitability and overall P&L for the Organization also including cloud technology platforms like AWS and Microsoft Azure.➢ Business partner to drive Information Security Strategy and Vision, for expanding digital footprint across the organization and to drive Information Security Strategy and Vision, for expanding digital footprint.➢ Encapsulating new age services to address new age security challenges. Spearheading Information Security Vertical P&L.

Managing IT operation / Service Delivery / Account business functions for CMS’s Clients across industry, encompassing multi-country presence with remote support desks and data center services and cloud technology platforms.➢ Playing key role of Account Manager in addressing and resolving performance bottlenecks and ensuring maximum uptime. Multi-functional experience in commercial and private-sector enterprises.➢ In depth understanding of the business value of IT, alignment of business / IT strategies and the role of the CIO (including leadership, operations management, strategy and trends, use of metrics, etc.)➢ Excellent relationship management skills, including experience working with CXO level executives➢ Excellent Research and Analytical and inter-personal skills with a focused and detailed approach. Understanding of Project Management lifecycle and exposure to the same➢ Ability to lead and manage ambiguous situations, Strong time & project management skills, Financial Acumen. Extending personal experience to an array of clients, situations and industries with excellent Client Engagement and Interfacing Skills. Drive higher Customer Satisfaction in the Top 50 Customers➢ Implementation of Key Processes and Quality Standards of ISO 20000 & 27001.Ensuring Profitability in the Accounts by driving various Cost Reduction Initiatives.➢ Developing the Process and Quality Framework. Heading the Training Function and developing and organizing various leadership training programs➢ Heading the position of Delivery & Business Head for Tokyo - Japan country and responsible for New Sales, Renewal Sales and delivery for the countries Business.➢ Managing Service Delivery, Profitability and overall P&L for the accounts. Heading the RIM through Service Offering of Remote Infrastructure Management in Hybrid model also including cloud technology platforms like AWS.

➢ Managing Wipro Clients in BFSI and Government verticals, encompassing multi-city presence with remote support desks and data centre services. Wipro employs state-of-the-art Telecom, Networking & Cloud Computing technologies and a Global management centre for remote services and support.➢ Playing key role of Program Manager in addressing and resolving performance bottlenecks and ensuring maximum uptime. Functioning as IT SPOC for ISO 20k & ITIL v3 guidelines implementation and compliances. ➢ Working on Business continuity management in line with IT services, with accomplished distinction of over achieving the committed Service Level for all clients month, Quarter and Year on Year. Quality management system, security risk assessment, control & mitigation.➢ Managing and ensuring implementation and maintenance of Quality Management Systems in the respective client accounts to ensure that service norms committed to the customer are met with quality standards.➢ Organize resources required for running the account smoothly with minimum financial burden. Maintaining higher gross margins for Wipro services.➢ Ensuring precise implementation of processes for all services covered in the service contract➢ Handling customer escalations and complaints related to service delivery➢ Evaluation of resource performance periodically against their KPI’s➢ Conducting audits for all service delivery related processes and taking approvals for any deviations.➢ Responsible to achieve uptime commitment as defined in SLA➢ Ensuring all NCRs /corrective actions identified in audits are being closed as per the process.➢ Functioning as Change Management manager for all changes on Production systems.Accounts handled at Wipro:• Export Credit Guarantee Corporation of India Ltd – Program Lead• Kotak Bank and Kotak Life Insurance – Program Mgr• Unique Identification Authority of India – State Program Mgr• Maharashtra State Data Centre – State Program Mgr• HDFCLife – National Program Mgr

➢ Spearheading IT operation functions for ICICI Bank Phone banking IT team, encompassing of over 4000 agent desks. The bank employs state of art Telecom, Networking & Computing technologies.➢ Playing role of program manager for implementing call flow enhancement and transaction automation projects on IVR. Major role is to develop interface between IVR, EAI and backend hosts.➢ Functioning as IT representative for SOX guidelines implementation and compliances.➢ Working on IT operation continuity management, with accomplished distinction of maintaining 100% uptime in the process. Ensuring Proactive maintenance activity of the IT equipment’s (Servers, IVR, Voice and Data links, Loggers etc.).➢ Responsible for Information security risk assessment, control & mitigation. Managing operations for Data back up & retrieval planning/ implementation and database archiving / purging plan & implementation➢ Functioning as Change Management Agent. Worked on planning/ execution of changes on Production systems. Ensuring 24 * 7 Technology support to Call Center operations➢ Accomplished 99.9% uptime for core Telecom systems➢ Call Center IT systems rated as “Outstanding” (highest) in IT security Audit. Played a key role in obtaining BS 7799 certifications for ICICI Bank’s Mumbai, Thane and Hyderabad call centers➢ Leading telecom support team across location i.e. Mumbai & Hyderabad call centers products like Avaya S8700 ( CM 3.1.2), CMS (R13), Nortel IVR (Periphonics), Witness Recorder, Witness WFM system.➢ Ensure 100% uptime related to telecom products➢ Leading Telecom project team for Inbound call centre and Outbound call centre➢ Involved in future planning and modification of call flows on Avaya and Nortel IVR➢ IT Helpdesk: Leading the helpdesk teams for Mumbai, Thane and Hyderabad locations➢ Server & Application Team: Leading the server and application support team who does the monitoring of FCRM and other critical Banking applications and LAN & WAN links for call centre

Steve and Barry’s is US’s leading merchandiser retail chain with more than 2000 shopping arenas.➢ Shoulders online support through remote access to servers and manager stations located at the stores in US.➢ Configuring, Training and servicing Store managers for Lotus notes, MS Outlook and Email setup.➢ Taking care of all hardware and software related issue with the retailing (POS) solutions at the store.➢ Troubleshooting networking (Router & Switch) related issues at the stores and at NY head office.

➢ Shouldered the responsibility of taking escalated Supervisory Customers Technical complains for DSL.➢ Worked on daily basis to document on service delivery enhancement response feedback form customers via e-mails. Coordinated with clients Unit Manager in Managing schedule adherence and roster formation.➢ Co-ordinate with Transport help desk with roster on a weekly basis.➢ Maintain the schedule adherence and incentive program as per company policies.➢ Achievements:• Being identified by key customer on several occasions for satisfied customer service/received appreciation mails from managers and process head.• Introduced effective techniques by teaching co-workers to be preachers and not sales reps. Achieved retention rate of above 90%.• Being recognized as the top performer continuously for two months for Asia region.