o Oversaw the IT Service Delivery across multiple retail locations, improving operational support and meeting Service Desk SLAs and KPIs.o Reviewed upgrades, Support and issue resolutions with application vendors.o Provided support and guidance for new Project implementation and enhancement projects.o Guided Team members in preparing support documents and testing business applications.o Coordinated with cross functional team to resolve the issues irrespective of challenges.o Working with internal and external vendors on issue resolutions.o Spare planning for critical and festive season from state MSL.o Work with the Central IT team, Business Stakeholders and vendors to take Projects to closure and on time.o Coordinated with cross-functional teams to implement IT solutions that support business goals.o Conducted regular performance reviews and implemented strategies for continuous improvement.o Plan and execute IT Asset Movement, Documentation, Installation and Retiral.

• IT Asset Management.• Handling events, Incident & Service requests in Service Desk.•Coordinated with cross-functional teams to implement IT solutions that support business goals.• Perform field level RCA for critical incidents.• Client and vendor communication on onboarding and training for Field team.• Managing and documenting IT asset movement and installation by field team.• Drive new projects/ activities for closure.

o Handling events, Incident & Service requests in Service Desk.o Ensure that incidents are correctly routed to the appropriate Support team within service delivery.o Ensure the Field AHT to be under 4Hrs Avg.o Achieve 90% and above TAT for calls.o Perform field level RCA for critical incidents.o Schedule and align Field team for Critical issue and Festival support.o Align field team for various activities and drive them to closure.o Drive projects/ activities for closure and submit reports to the client.o Managing and documenting IT asset movement and installation by field team.o Knowledge Base update, document and train to the field team.

• Service Desk ticket management.• Switch and Router Configuration.(CISCO)• ILO Configuration.• Server Raid Creation Raid 1 and Configuration.• TAT & SLA monitoring.• Remote Desktop Support.• Field Resource allocation and management• Incident report creation and analysis