Responsibilities and Achievements:IT Operations Management (ITOM)Service Mapping and CMDB Deployment: Orchestrated automated IT processes and workflows through scheduled discovery, identifying and mapping IT assets and dependencies. Regular scheduled VLAN scanning for comprehensive network visibility. Utilized JEA for secure local admin access, enhancing application dependency mapping thereby an improved incident and change management.Governance, Risk, and Compliance (GRC) Integrated Unified Compliance Framework (UCF) with ServiceNow GRC to manage multiple compliance regulations and internal controls within a single platform. Streamlined compliance processes and improved efficiency with “test once, comply many” functionalityIntegrated Risk Management (IRM)Implemented continuous risk monitoring system for detecting and mitigating potential risks and significantly enhanced our risk management capabilities.Business Continuity Management (BCM)Deployed and tested business continuity plans for ensuring operational resilience based on BIA’s in conjunction with the Application owner IT Asset Management ( ITAM) Integrating SCCM & Intune for Asset and using Technology driven approach to reduce leakage as well for an up to date view of Asset procurement, Stockroom Management , Allocation & Retiring.IT Service Management (ITSM)Leading cross-functional team delivering Incident /Request /Change /Problem /Knowledge /Configuration /SLM /Release /Asset /Service Catalog /Event Management process, Delivering .....  Managing Delivery through Outsourced Vendor ( Accenture, Dassault Systems, IBM ,NTT, etc . ) . Strategic oversight of MSA including driving new business Project/ Program Mgmt.  Transformation – Unified Service Desk, Manila -Philippines , Realtime Operational Efficiency- Dashboard reporting of critical parameters viz- Response/Resolution SLA, MTTR, Critical Incident , CSAT, Ageing Tickets, Backlog Mgmt. exploring the PAM module

 Service Operations -Voice and Mobility, AMDB and CMDB Infrastructure Services Operations for BIS { Aerospace (BA) & Transportation(BT)} 412 sites across the Globe EUC Asset ( Hardware and Software management ) Lifecycle Management Voice and Mobility Solutions through Global Contract with Vodafone, AT&T, Verizon, Rogers etc. Managing Delivery through Outsourced Vendor ( IBM , TCS , CSC, NTT, ComputaCentre, CDW etc.) Strategic oversight of MSA including driving new business through change orders and review of SLA  Managing the Resources Unit Billing for support from Vendor and mappingProject/ Program Mgmt.  Transformation - Global IP Telephony . upgrade in Voice and Communications by implementing UCMS and replace current legacy PBX telephony infrastructure across 431 sites of Aerospace and Transportation. Global Refresh of CATIA Infrastructure - Consolidation of German sites into the DC in Frankfurt and Duesseldorf DC. Hardware refresh at 20 sites + DR (Disaster Recovery), HA (High Availability). Cost optimizing contract by 20% Program Portfolio - Project LAN Refresh. Delivered Central Rivers, Crewe, Mannheim, Bangkok, Cebu, Kassel, Toronto GO, Henningsdorf, Vasteras, Vienna, Bautzen, St. Bruno, Sahagun. La Pocatiere , Plymoth . Transition of End User Asset Mgmt., Supplier Management to IBM Transformation from Incumbent Vendor to IBM, part of Project Transformation ‘Project GET CONNECT’, from LotusNote to Outlook –migrating 11,000+ employees. Transition of Infrastructure support for 350+ sites from CSC support to TCS

Supporting Operating countries of Vodafone Group in Europe( Spain, Greece, Germany, UK, Ireland, Portugal) Accountable for managing multiple Delivery including 1st and 2nd Level Support of Applications  Managed Transition and Insourcing of Resources for more than 300+ resources , recharging the Op Co’s Euro 40 Million , delivering an aggregated 41% of saving with improved SLA Insourced Services 2nd Level Support for Care, Online and Retail. VF Ireland, 14 FTE’s , Saving Approx € 1.8 million• Applications supported – CRM (Clarify, Genesys IPT 8.1, Weblogic, UNICA,etc) Billing 9 ICCS), SMC Operations. VF Ireland, 22 FTE’s , Saving Approx € 1.3 millionES - Applications Operations, VF –Spain, 130 FTE’s , Saving approx. € 6.2 millionVGE - Salesforce.com, Vodafone Group Enterprise- UK, 12 FTE’s, approx. € 3.0 millionGR - CRM, Web logic, DBA, Devt Mgr, VF-Greece, 28 FTE’s, approx. € 2.0 millionLotus Notes and Network Ops App, Support & Service Desk for Applications, fpor VF Spain & Portugal, 18 FTE’s, approx. saving € 1.5 millionVTIS - VTISDC01 - Infra Monitoring and Control, VF –Germany & Italy, 62 FTE’s , Saving- Approx € 8.4 million• Provide 24x7 monitoring availability of IT infrastructure (Server, Databases, Network etc) . • Manage alarm event consoles on monitoring environment. Scope: All VT-IS operated data centers• Support Windows- 24X7 ,Monitoring tools- HP OV Suites of Tools, Scheduling Tools- Ctrl M, Ticketing tools- Remedy 7.6, 7.1 & 5

 Manage service through Centralized Toll-free Tech Support Center and Service Delivery Team reaching out to the customer base of 10,000, through a network of 90 partner and 2500 engineer  Incorporating and applying ITIL (V3) best practices, process and policies framework  Support 24x7, mission critical IT Infrastructure of 600,000 asset’s, for corporate & SME’s across Industry  Identifying and recommending optimisation delivery scope and resources and budgetary requirement Remote assistance through team of highly trained Technical team  Sustain effective communications with stakeholders to deliver as per SOW & Customer Satisfaction Plan Inventory for hardware, software and drive delivery excellence for Managed services Define service contract (including the SOW&SLA&KPI) for the O&M ,suppliers and outsourcing contracts

  Key Result Area were Primarily Fulfillment ( Scope of Responsibility), Assurance of Service , Billing and Collections besides Operations covering the whole Gambit of After Sales Services  Monitoring and ensuring Service delivery within internal / external SLA,  Ensuring Employee satisfaction of teams.  Organization planning to support business strategy and plans at the corporate levels Percolating and Adherence to the corporate and circle’s business plan, corporate policies, methods and procedures

 Developed and launched 18 Customer Centres in stipulated time. Achieved Operations KPI’s like turn around time,  Successfully implemented the in-house web based software FSIS and processes for Inventory management and purchase etc. Implemented and created Inventory management & procedure

 Engineer ,Senior Engineer, Work Group Coordinator, District Technical Manager, Customer Service Manager. Have Operated and Managed Services from and for Gujarat, MP, Chhatisgarh, Mumbai Deliver and Maintain Customer Satisfaction & Relationship Management Facilitate smooth Business Process Outsourcing transition by selecting and Developing Service Vendor Service Delivery through a team of Centralized Work Controller Drive Contract Penetration ,Repeat Business & SAG