Managed client and vendor relationships across sectors, ensuring tailored service delivery.Established and tracked key performance indicators (KPIs) to measure progress towards goals, ensuring they were relevant, measurable, and aligned with service level agreements (SLAs) and business requirements.Assessed SLA and KPI performance, defining and tracking KPIs with ServiceNow & Power BI for data-driven service improvements.Adopted Lean and Six Sigma methodologies, conducting regular Kaizen events that identified process inefficiencies and reduced operational waste.Acted as the primary contact for ServiceNow support and development, creating a roadmap for implementation and enhancements, and developing operational dashboards.Implemented ITIL best practices, resulting in a 20% reduction in incident resolution time and a 46% decrease in recurring issues through effective problem management.Developed and maintained Standard Operating Procedures (SOPs) for all critical processes, ensuring consistent and reliable service delivery.Managed operational escalations, coordinating teams for effective resolution and keeping stakeholders informed.Drove continuous service improvements, developing and implementing plans to enhance service quality, and incorporating stakeholder feedback.Managed relationships with key vendors, including VDI, network, and on-prem to cloud migration teams, ensuring alignment with organizational goals and project timelines.Led multiple projects involving cross-functional teams from Wintel, Linux, SRE, ServiceNow, Access & Security Ops, ensuring seamless collaboration and successful project delivery.Implemented Agile methodologies, serving as Scrum Master/Product Owner for key initiatives, ensuring alignment with client needs and timely delivery of projects.Hosted meetings for operational governance, led regular service reviews, and established technical governance with service owners.

Led and directed a cross-functional team of technical and customer support engineers at VMware GSS Team, overseeing the successful execution of a high-impact project.Demonstrated adeptness in meticulously monitoring and optimizing service level performance across various intervals while also dynamically managing the queue in real-time.Orchestrated effective Recruitment and Headcount Forecasting initiatives, aligning staffing needs with product release schedules and strategic business goals.Produced insightful management reports, meticulously detailing project performance and offering actionable insights to facilitate informed decision-making.Effectively assigned and prioritized Email and Technical Support Requests, while also facilitating exception approvals to ensure efficient case management.Engaged directly with customers to solicit product feedback and gauge their support experience, fostering a deeper understanding of user needs and enhancing overall satisfaction.

Demonstrated an unwavering commitment to excellence by delivering consistent support and constructive feedback to both teams and management, driving cohesive efforts towards achieving outstanding results.Vigilantly monitored and evaluated team performance through meticulous statistical analysis, fostering a data-driven approach to enhancing operational efficiency and effectiveness.Conducted impactful briefing and de-briefing sessions, effectively communicating project performance metrics and goals, and facilitating open discussions to drive continuous improvement.Spearheaded the identification of Areas of Failure, translated them into actionable plans of action, and orchestrated targeted initiatives to address and overcome challenges.Skillfully managed customer grievances and escalations, ensuring timely resolution and optimal customer satisfaction while maintaining positive client relationships.Maintained a robust reporting framework, diligently generating daily, weekly, and monthly reports, providing crucial insights to the Management to facilitate well-informed decisions and strategic adjustments.

Orchestrated and led the seamless transition of projects, spearheading the successful establishment of Belkin EMEA & India Support at the Chennai facility, as well as Belkin EMEA Support at facilities in Poland and the Philippines.Directed comprehensive training initiatives and assumed leadership of the Belkin EMEA project at the CSS Poland facility, ensuring the successful onboarding and skill development of teams.Exhibited ownership in resolving all action items pertaining to Content Development and Product Research, fostering an environment of effective collaboration and completion.Proactively adapted and enhanced training courses to align with evolving industry demands, ensuring the continuous relevance and effectiveness of learning initiatives.Innovatively crafted training curriculum and content, facilitating Knowledge Transfer sessions for trainers, escalation personnel, and team leaders, thus enhancing their proficiency.Pioneered the development of online-learning, developmental, and training programs, empowering individuals with opportunities for self-paced skill enhancement and growth.Strategically planned and executed comprehensive training programs, enabling timely and effective onboarding of new team members within specified timeframes.Formulated and administered monthly Knowledge Measurement Tests, providing valuable insights into project knowledge gaps and informing targeted improvement strategies.Architected Training Curriculum, Product, and Process Documents synthesized complex information into accessible and structured resources for enhanced training delivery.