Managing over all IT infrastructure, Service Delivery, IT operations for PAN India. Vendor management, SLA adherence with the team of 6 direct reporting team members. Managing day to day business escalations. • Planning and reviewing entire IT operations along with establishing short / long term plans and budgets for the preparation of IT blueprint of the organization• Providing end-to-end management of multiple projects from conceptualization & visualization to technology mapping and final execution of the same• Interfacing with various teams for business requirement gathering, conducting analysis and finalizing techno-functional specifications• Analyzing project requirements, recommending cost-effective methods & technical upgrades and implementing service initiatives to ensure smooth operations• Deft in IT Service Management – Service Desk, Incident, Problem & Change Management.• Supplier/Vendor Management – SOW, SLA Documentation, negotiation & Support

• As a Manager of IT Operations - Provide direct leadership to 80+ staff members located in PAN India, while serving as a role model and mentor to the IT staff performing IT Operations 24/7. (Office 365 L3 Administration, Desktop, Laptop, wifi, network, printer, endpoint security – such as AV, DLP & hardening the OS).• Manages and coordinates urgent and complicated support issues.• L3 escalation point for all requests and incidents.• Determines the root cause of incidents and implement corrective and preventive action and communicates appropriately to internal customers.• Recommend and Implementation of new technology which improves productivity of both IT staff and end users. • Analyse business requirements and drive collaboration with other IT Leaders to drive technical solutions for those requirements.• Customer focused ensuring and maintaining highest CSAT ratings.• Manage vendor relationships to establish high levels of service delivery across all IT Operations.• Establish and define appropriate hardware asset tracking systems, tools, and processes.• Implement and manage all IT security recommendation provided by InfoSec team.• Management of IT Documentation and records against compliance and audit.• MIS Preparation and providing data for IT Budget. (Capex / Opex).

• Seven years experience in being a IT SPOC & the first point of escalation to Business for IT Operations/Services• Ensure logging of all calls, timely response and resolution of all calls as per SLA• Regular online proactive monitoring of all open service requests and monitoring allocation of the calls• Escalate critical issues to Senior Management• Ensure complete and updated inventory of all IT Assets• Conduct regular operating review meetings with internal customers and present the performance of the team, highlight issues, take customer feedback and present the same to management for enhancing services and implement the same• Take steps to ensure system compliance Ensure compliance with all prescribed policies• Complete ownership of Customer Satisfaction for all IT staff within the perimeter• Manage contracted services and SLA's to maintain uptime & ensuring high availability of complete IT Infrastructure.• Enhancing and optimizing key functional areas such as Network/ Server Infrastructure, Data Communications, and Telecommunications Systems• Looking after the IT Processes including Backup, Patch, Antivirus etc.

• Led and initiated the Network & Server Operations, IT Infrastructure & Service Desk• Respond to escalated help desk issues and oversee all help desk activities.• Responsible for training, guiding and mentoring team members• Created project execution plan, scope and operated procedures for the implementation of new tools• Handled service delivery on a day to day basis by undertaking necessary actions to maintain the quality of operations• Involved in the escalation, notification and preparation of executive alerts for critical problems• Maintained audit readiness for ISMS• Liaised with Users & IT Authorities and escalated the problem as per defined severity & norms• Ensured second level follow-up with different vendors• Provided pro-active guidance to customers on operational issues or as per future requirements• Forwarded & conducted follow-up of Daily Call & Shift Update Report• Involved in consolidating all Asset Registers, Incident Reports, RCAs & Weekly Trend Analysis on weekly basis and updating customers during Monthly Review Meeting with the GM IT• Conducted monthly meeting with all the Engineers, shared the Performance Report and recommended the action points for continual improvement