Oversaw the transitioning of the Project which included the successful engagement and onboarding of 120 + engineers.Ensure the success of customer deployments, managing the planning and execution of contractual obligations, and coordinating the interaction of internal, partner and customer resources toward the completion of key services projectsEngaging with senior management for strategy planning & business reviews Accountable for Service Delivery of various teams under Cisco Cloud & Managed Services Network Operations. Current portfolio of services includes Data, Access Management and Quality an engagements with 100+ Engineers 5 Managers and 4 Team LeadsEnsure the success of customer deployments Enhance business reviews for customer account, providing distinct rational data points to the customers specific needsEnsuring successful execution of Statements of WorkTo own corporate initiatives aiming at operational improvement (Value Creation / Best practices / Audit documentation, Profit Improvement etc.)Applied vendor retention processes by providing feedback to vendors, offering access to training materials, and maintaining constant contactMaximizing accuracy, productivity and space utilizationDevelop scheduling and workload distribution to provide 24x7 monitoringImproved quality of resources across the team by identifying opportunities and enhancing performance level through regular monitoring of the daily activities and sharing periodic performance snapshot/feedbackHandling the team of Incident management, Access management, divided into several tiersAnswerable to all the escalations Worked with key stakeholders and vendors to establish annual goals/objectives and monitored progress throughout the year, including providing course-correction guidance as warranted to guarantee agreed serviceAssisting in the recruitment, training and development of staffArranging and organizing the trainings as per skill gap analysis

Manage the customer relationship & experience and customer satisfaction.• Work on complete project lifecycle. Gathering requirements from stakeholders, Assign L3 resource to design solution, assign L1/L2 engineers to execute the project solution and handover to the customer.• Typical projects worked on: • Manage all customer KPIs and SLAs (On time delivery of project deliverables, Service delivery, Change management, problem management).• Quality of Service reporting, trend analysis and problem management.• Necessary documentation of Project documents and change documents.• Regular customer service reviews.• Communications at various levels during project engagements.• Lead continuous improvement activities in support of customer or internal business processes.• Performance management and career development of individual

Managed TAC teams for Cisco , security, VPN

Technical lead Cisco TAC