CAREER SYNOPSIS Accomplished Information Technology professional offering close to 17 years of demonstrated career in managing Projects & Customer Servicing. Developed and delivered management value added consulting and strategic technology infrastructure solutions for distributed and large-scale data center heterogeneous environments: IT Service Management (ITSM) based on ITIL best practices ITIL Service Support areas of Incident, Request, Problem, Configuration Management and Service Desk ITIL Service Delivery areas of Availability, Capacity, and IT Service Continuity Management Business Based Micro & Macro Level Capacity Planning Business Impact Assessment and Business Resumption/Disaster Recovery Core competencies are: Operational Risk Management; Continuous Performance and Process Improvement; Time Management and Prioritization; Conflict resolution and Decision making. Good technical aptitude and understanding. Able to develop Process Improvement solutions and Resource Planning & Allocation Multi-Project Administration Expertise in System Technical support, System integration, Management, Networking & Troubleshooting Project Management, Team Building and Leadership,  Excellent Communication and Writing skills.  Handling SOX Compliance activitiesCORE COMPETENCIESOperations Management  Managing a diverse technical team, conducting internal meetings with all the team members to track the weekly/monthly activities & performance of different domains Maintaining MIS for all phases and reporting project progress to the client and meeting deadlines without compromising quality normsIncident Management  Formulating Metrics / SLAs /Communication Plans, planning & executing reviewing ongoing projects and ensuing timely delivery of projects Defining escalation / response / resolution time for reported problems on the basis of criticality and resolving support / operational issuesProcess Management

Client ABN AMRO (ACES) – Inter Banking Operations, ChennaiRole As one of the team lead role for IT infrastructure support at ACES which is BPO for the ABN AMRO Bank that operates out of Netherlands, London and Chicago operations.  Team strength of 12 engineers with different teams for specific operations such as a Desktop Team, Project team, Helpdesk Team. Handling level, 2&3 escalations infrastructure management support along with Vendor management and other related activities for NL, UK & US operations. Project Description Helpdesk support team offers complete end-to-end e-Infrastructure solutions and extensive support for ABN Amro – IB-OPS (London, Amsterdam & Chicago Support).  This support extends to Systems administration, Maintaining messaging platforms and Security systems. We were supporting for Citrix client base applications, Rumba client based applications Lotus Notes and local based live applications for London, Amsterdam & Chicago operations.  The support center at WIPRO makes use of E-Helpline software for managing the user calls. The calls will be solved on priority basis. Contribution - My Professional Responsibilities include Incident Management and Vendor Management application services  Central point of contact for customers, Liaison between the team and clients Day to day management of mission critical applications and services  Maintaining transaction process and Incident Management process Provide status reporting of team activities about the program plan or schedule