- Manage RPA Project deliveries for Digital Operations Centre, India and implement robotics solutions across KYC, Payments & Risk Operations business services. - Coordinates with multiple delivery teams to assist E2E delivery of automation Projects.- Lead client-facing discussions and interfacing with Client Business, IT and Architecture teams .- Supervise Project Managers in clearing off impediments and ensure timely project delivery.- Review dynamic demand & supply of Internal & External resources to manage project delivery in a cost effective way and within agreed schedule.

• Lead & manage Workforce Management Support Team servicing 70k+ users globally accessing WFM suite of tools• Managed internal & external software developers to continually enhance WFM Suite of tools under various projects• Engage & support Operations Management to identify opportunities and support projects to gain efficiencies• Managed E2E software enhancement delivery including Sprint management, Business requirement gathering, recording BRD on JIRA, conduct UAT, change & risk management analysis, production & post production support• Managed chatbot for WFM Suite of tools integrated with Incident management & Software service• Managed IT Book of work and Annual Operations plan• Manage IT Infrastructure team support WFM Servers ensure high availability & Business contingency testing regularly• Represent Workforce Management in key discussions internal and external customers and organizations to implement new tools and benchmark performance

- Providing end-to-end solution in migrating new businesses from onsite to offshore. Have been involved in approximately 100+ migrations from Asia Pacific, European and US regions.-Gained comprehensive exposure in handling escalations and ensuring that the team achieves the SLA’s for solving all user related issues and requests- Plan, budget and manage CAPEX and OPEX in IT- Develop and ensure SLAs & IT risk mitigation strategies are in place- Develop and Maintain IT Business Continuity Plan- Responsible for quality service delivery of hardware/software support, client management, team management.-Gained comprehensive exposure in handling escalations and ensuring that the team achieves the SLA’s for solving all user related issues and requests- Ensure the entire team adheres to the audit requirements & maintains internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators but not limited to Data protection act, premises security any other audit compliance issues / requirements.- Conduct Performance evaluation, feedback sessions, and career-path planning and team appraisals in accordance with the Global Resourcing structure.- Significantly contributed in accepting an additional CAB (Change Authority Board) member role towards successful change implementations and management.

Monitoring and maintaining of system performance SLAs. These are done through daily. Performance and capacity inspection and the corresponding analysis on trends (Daily Checklist)Liaises with other IT Teams as well as with vendors and service providers on system installation, amendments, improvements and maintenance. Supervises 3rd party service providers in installation, fault diagnosis, repairs and maintenance of equipment.Mentor IT staff by coaching and training them with the systems/applications used by the Local Site.

As a member of IT NMG (Network Management Group) will provide support in LAN and WAN areas including desktop and application support along with print shop desk.