Working in a global team, Responsible for leading and enabling Secure strategies and Cybersecurity Cultural awareness projects and initiatives globally. Also working in close tandem with global Service Delivery team to Streamline, Standardize and lead Service Delivery projects in APAC region.

● Managing IT Operations and Service Delivery for Major Incident/Incident Management, Problem Management & Knowledge Management Processes.● Managing a team of 20 resources for the above mentioned processes including resource management, Attrition management, Skill management thereby acting as the interface between client and Service Provider.● Managing the global IT Service Delivery for Major Incident/Incident Management, Problem Management and Knowledge Management to Honeywell Private Ltd. Leading a team of 20 resources.● Driving the Incident Management & Critical Incident process with efficiency and effectiveness.● Managing the Coordinating every aspect of a Major Incident since the time it is declared till the MI closure. Hosting and coordinating the Technical and Customer bridges.● Monitoring the effectiveness of Incident Management process and making recommendations for improvement.● Maintaining and managing the technical updates on the tickets from Network & Voice, Server Administration, Storage, Backup, DB and application support teams. · Responsible for Managing and Coordinating the Quarterly Maintenance Window for implementation and smooth transitioning of the changes implemented. Also applying MIM/IM procedures and problem solving skills to resolve any issues encountered in the IT infrastructure thereafter.● Handling and managing the customers and vendors/support teams (Multiple Facades) on the Technical bridges. Coordinating and hosting the Customer Bridge to provide business updates to business stakeholders.● Establish and maintain Service Level Commitments.● Reviewing and auditing the Incident Management process. Monitoring support calls, providing constructive feedback, ensuring that support staff follow established support procedures and have the necessary skills to perform effective Incident Management.● Establishing and implementing goals, policies, procedures and performance indicators.● Work with Service Level Manager/Sr. Management to

● Responsible for providing Network and Desktop Software support to all the AT&T network and software services used by end users for the 9 State region in US.● Responsible for configuring and troubleshooting AT&T Modems/Routers/Network equipment using multiple Network tools.● Creating tickets and logs in Siebel and ensuring the First contact resolution is provided within the predefined timelines depending on the category of the issue.● Liaising with the dispatch team to visit and troubleshoot CPE issues related to hardware, cabling etc.

● Responsible for providing Network and Desktop Software support to all the AT&T network and software services used by end users for the 13 State region in US.● Responsible for configuring and troubleshooting AT&T Modems/Routers/Network equipment using multiple Network tools.● Creating tickets and logs in CRM and ensuring the First contact resolution is provided within the predefined timelines depending on the category of the issue.● Liaising with the dispatch team to visit and troubleshoot CPE issues related to hardware, cabling etc.