Leading delivery for global clients within the Products, Energy, and Retail industry groups, generating an annualized revenue of $30-50 million at a consistent gross margin of 45% across the fiscal year.Focusing on New IT and enabling clients with AAA (Automation, Analytics, and AI)-based delivery.Initiating cost-to-serve initiatives and providing value to customers by aligning with business outcomes and sharing year-on-year cost benefits.Establishing and maintaining contracts and stringent SLAs.Risk management and compliance governanceActing as a liaison between the client and operations teams based at different delivery locations for support and escalations.Communicating service delivery health to all stakeholders and explaining any performance issues or risks.Driving enterprise and client-driven technology enhancement projects.Being responsible for security compliance and client data protection.Conducting governance meetings with C-level stakeholders.

My expertise encompasses all aspects of Technology DeliveryContinuous Service ImprovementTransition & TransformationProgram & Project Management

IT Operations lead for Delhi (NCR) Delivery centres. The span includes 4 IT centres in Gurgaon. Manage a 30+ member team, aligned in 4 separate domains – Customer Support, Network Support, Data Services Support, Security and Helpdesk through 2 direct reporting team managers, thereby supporting an effective user base of ~ 4000 employees.Manage relationships with location business leadership teams and own & ensure Service Management, in line with formally agreed OLA / SLA.Management & upkeep of the IT Infrastructure (across all domains) within the security & regulatory guidelines, as mandated by various Organization certification requirements.Developing resiliency of all shared and client specific devices to avoid SPOF .Managing all BCM related activities as per BS25999 guidelines Lead Organizational initiatives e.g. Project Management of location build, new Technology Solutions’ Integration into existing Infrastructure, Cost & Infrastructure Optimization related projects. Have completed a number of simultaneous projects on time & within budget. Participating in Quarterly / Annual budget forecasting activities, controlling the location specific IT spend and recovery in line with the budgeted figures.

Managing Team Leaders/Group Leaders/Engineers, mapped with responsibility in hierarchical structure.#Service Desk Management, Incident Management.#Manage relationships with location business leadership teams and own & ensure Service Management, in line with formally agreed OLA / SLA.#Management & upkeep of the IT Infrastructure (across all domains) within the security & regulatoryguidelines, as mandated by various Organization certification requirements.#Managed teams to work in sync with the corporate set parameters & motivating them for achieving business and individual goals.#Execution Planning & Implementation for new ram up.

Build Client relationship—Agree upon timelines for each of the deliverables.Managing Team Leaders/Group Leaders/Engineers, mapped with responsibility in hierarchical structure.Pro-active planning, Daily & weekly conference calls or as & when required with Program manager/Site Group Leader to understand site criticality & urgency to provide timely solution to avoid escalation from customer. Skill Enhancement, Training plans for resources (site specific) to reduce the impact of Attrition.Conducting meeting on monthly basis with program managers/site group leaders to analyze the performance of the site & discuss the gaps & their solutions & process adherence to improve the services.Coordinating with Customer & Business development team for collection of payments.

Project Management•Mapping client/business requirements and providing customized network solutions involving finalization of product specifications and selection of appropriate techniques.•Planning and scheduling to ensure completion of the project within the time and budgetary parameters and for optimizing resource utilization.•Negotiating Service Level Agreements and ensuring service delivery as per the agreement within a specified time, cost and quality parameters.•Managing and leading team members and conducting periodic project progress review meetings to ensure specified time and cost parameters are being met.IT Infrastructure Development•Analyzing business needs and spearheading initiatives regarding establishment of IT infrastructure including procurement of hardware and software.•Handling IT operations and overall manageability of IT infrastructure & set-up.Facilities Management •Coordinating with vendors for timely supply of computer peripherals and hardware devices to facilitate smooth project activities.•Tracking asset movements and ensuring software and hardware assets are within control. Process Management•Managing the implementation of processes for Incident Management, Problem Management•Configuration Management, Change Management, Service Delivery Management.•Monitoring the overall functioning of processes, identifying improvement areas and implementing necessary corrective measures.

Our areas of accountability included Mnaging network security (internal and external), desktop management, e-mail management, file and print services, backups, and over-all connectivity. I was also responsible for day-to-day end-user troubleshooting, system and software deployment coordination, equipment purchasing, asset management,