Systems Platform -Integration Services

Process Head [Group & IBU Head IT Service Desk]The business is a blend of voice and back office business management providing IT business management support & consulting on:• Service Delivery: Service Desk [Shared Service Operation] - Customer Service Operations• First level of IT Infrastructure support• Program/ Project Management – Transition/ Migration/ Co-ordination• Change Control Management & tracking• Order management/ Service Request Management• Business Analysis & Strategic Consulting in – Operations & Customer Service, Quality & Process Re-engineering• Workflow Management & Analysis – Capacity Planning, Seat/ Agent Utilization, Site Build Out Planning• Client Relationship Management• Business Management/ SLA Management / CTQ Management• Strategic Planning & Solution Identification• P & L & Opex Management- Direct Cost Management

Key Result Areas:This position is responsible for the overall operation of the IDMission Customer Support Center. Responsible for service delivery execution including managing all support staff while achieving defined Support Center SLA and performance metrics.PROJECT HANDLED: 1. SDLC flow Redefined with JIRA configuration for entire organization.2. Define and set Agile framework via SCRUM3. Change and Release Management workflow redefined for entire organization.4. PCI DSS compliance Audit5. Process Re-Engineering 6. Operational Excellence

Overall 12 yrs of experience with 10+ years in IT Infrastructure delivery. Worked in various infrastructure streams including Delivery, Project Management, Data Center Services, End User Computing, Work Place Services and IT Service Management• Lead & manage service delivery across multiple customer engagements• Responsible for cost optimization, key P&L levers & Financials• Own all Contract & Customer relationship management • SLA Management & People management• Service Delivery • Resource Management.• Mentor and guide associates/managers to manage quality, improve process efficiency and drive improvements.• Drive cross functional projects to deliver business results for the team; be part of projects involving new feature definition to improve processes.• Nexthink Integration with EUO & SCCM and Offering MSP solution to our US based clients.• Nexthink, SCCM and EU Orchestration, Service Now integration with Persona mapping.• Managed and led in Nexthink project Integration and implementation with EUO (SCCM, Orchestration, Service Now).• Executed 9 POC's, Implementations & Documentations in collaboration with onshore solutioning team.• Work with data engineering team to implement and improve the Metrics / Reporting• Formulate, implement and track career development plans of each member in the team

• Lead & manage service delivery across multiple customer engagements• Own all Contract & Customer relationship management • SLA Management & People management• Service Delivery • Resource Management.• Mentor and guide associates/managers to manage quality, improve process efficiency and drive improvements.• Drive cross functional projects to deliver business results for the team; be part of projects involving new feature definition to improve processes.• Work with data engineering team to implement and improve the Metrics / Reporting• Formulate, implement and track career development plans of each member in the team

Enterprise Vault server support,implementation,configuration,administration for Exchange 2003/2007/2010 and File Server