Led a team of 50+ professionals in delivering high-impact projects, resulting in a 30% increase in operational efficiency.Successfully managed projects with budgets exceeding $10 million, ensuring on-time and within-budget delivery.Implemented risk management strategies that reduced project risks by 25%.Fostered strong relationships with stakeholders, enhancing project buy-in and support.

• Responsible for the delivery of excellent services to our customers through co-operation with the Network Management Centre.• Supporting functions for Technical Support and Incident Management.• Develop close working relationships with our customers, managing 3rd party Vendor and driving improvements from our Vendor.• Development and implementation of industry best practices for process, system and people development, with a focus on providing excellent service, and outstanding levels of customer satisfaction.• Performing administrative tasks for fault tickets - successful resolutions, completion of notifications; selection of proper closure codes and proper handling of escalated faults and providing details Root Cause Analysis.• End to end management of Severity-1 and Major Service Outages for customers• Lead the Customer Service Review calls, prepare the improvement action plan and drive the improvement action items• Incident & Problem Management• Assisting the GSC in the progression and resolution of faults• Handling customers escalations effectively• Working to resolve longstanding faults that require a higher level of focus• Engaging, whenever needed, the Tier 3 Global team to resolve faultsCustomer agreed Service Level Agreements• Escalation service levels• Continuous improvement targets for service improvement• Client Partner service level agreements attained• Appropriate Escalation & management as required• Manpower, system and process deployment• Industry benchmark of industry Attainment