• Delivering the excellent IT service to MSCI internal customer across all three regions (Americas, EMEA and ASIAPAC) by means of managing a technical team of Service Desk, Wintel, Database and Network support• Creating and sustaining a dynamic environment that fosters the development opportunities and motivates the high performance amongst Operations and Technology team for the day-to-day operations and their up-skilling on technical/Process/Operational areas• Monitoring VDI, Win-10… Show more • Delivering the excellent IT service to MSCI internal customer across all three regions (Americas, EMEA and ASIAPAC) by means of managing a technical team of Service Desk, Wintel, Database and Network support• Creating and sustaining a dynamic environment that fosters the development opportunities and motivates the high performance amongst Operations and Technology team for the day-to-day operations and their up-skilling on technical/Process/Operational areas• Monitoring VDI, Win-10 Migration, O365 projects for End User service – introducing CMDB Module for Asset Management in Service NOW• Directing Process Automation for JML• Providing:o Status updates to the customer at the desired and agreed intervalso Inputs to Annual Appraisal Processo Status reports, metrics to measure the health of the Operationso key inputs to ensure that the backlog and aged IRs are kept to the minimum at all times• Making sure delivery to agreed customer requirements and operational & Technical Benchmarks / SLAs and OLAs• Instituting process improvement initiatives (best practices, ITIL etc)• Ensuring effective adherence to process and established ways of working Show less

Remote administration and User Support to the clients from NOC (Network Operation Centre) through MSPs (Managed Service Provider) by using SAAZ back office support products.Use of Customer Relationship Management (CRM) in IT with aggressive marketing strategies for international customer based.Responsible for developing and driving marketing plan for in house products.Plan for business continuity or disaster recovery, including Development, Operations, IT Security, and IT Services &… Show more Remote administration and User Support to the clients from NOC (Network Operation Centre) through MSPs (Managed Service Provider) by using SAAZ back office support products.Use of Customer Relationship Management (CRM) in IT with aggressive marketing strategies for international customer based.Responsible for developing and driving marketing plan for in house products.Plan for business continuity or disaster recovery, including Development, Operations, IT Security, and IT Services & help desk, and mission critical applications.Executing the client discussions and MSP conference calls and client service plans as per the discussions.Monitor and review activities of operation, validation and compliance across the different Service Plans. Categorizing team members as per their technical abilities to identify training needs to improve overall team production by pairing new team members with senior NOC engineers. Team score card, improvement plans, target to achieve in the coming month; appraisal interviews and addressing all employees’ queries for enhanced performance. Interacting with US & UK business partners to carry out specific tasks; Assisting and ensuring effective utilization of people and resources for profitable operations; implementing term plans for achievement of process objectives.Preparing & compiling various weekly/ monthly MIS reports pertaining to process, Customer Satisfaction activities, targets & accomplishments and productivity; handling Clients concerns from all different regions.Monitoring the performance of team Managers and their teams, assessing the Quality and Average handle time at calls to ensure efficiency in process operations and meeting of targets.Arranging for recursive training programs, bottom quartile training & in house forums based to boost quality and soft skills of the associates.Creating and sustaining a dynamic environment that foster development opportunities and motivates high performance amongst Team. Show less