Sri S. Email & Phone Number

Bengaluru, Ka, In

Bangalore Urban, Karnataka, India

Bangalore ,India

• Spearheaded a team of 50+ engineers in handling end-to-end crisis management operations including resolving of major outages. Acted as a single point of contact for clients, vendors, and internal stakeholders• Coached and Mentored a team of 50+ engineers for a leading Telecom provider in UK• Lead and implemented Service Improvement Plans Targeting Human Error, Change Management, andreduction of MTTR• Recommended information technology strategies, policies, and procedures by evaluating organizational outcomes, identifying problems, evaluating trends, and anticipating requirements• Conducted periodic meetings with clients and delivery teams, including daily status updates, service level requirement reviews, continuous improvement, change control, and other informal meetings• Evaluated team performance and determined the level of training. Exposure in managing voice, video, and data teams in 24/7 environment with stringent SLA goals• Managed Field Service Supervisors, Technicians, and Partners (contractors) to ensure compliance withcompany guidelines regarding quality, customer service, safety, work-order completion and closeout, and productivity requirements• Provided approval for business-critical changes. Ensured proper escalation procedures are followed and correct support teams are engaged

Bengaluru Area, India

• Responsible for the day-to-day supervision of a group of associates, including work and attendance monitored in accordance with the organization policy and applicable legal requirements• Ensured right service delivered to our customers meet based on the contractual Key Performance Indicator (KPIs) and financial expectations• Facilitated teams to critically review current processes for effectiveness, quality, and simplification• Correlated with other technical teams to identify improvement opportunities to ensure the success of Incident Management process• Manage major incidents, ensuring that they are logged, progressed, updated, authorized, and resolved within the Service Level Agreement (SLA)• Meticulously managed changes, incidents, and problems across multiple data center environments to protect production and disaster recovery systems critical to business success• Analyzed problems and project issues in the absence of documentation or established procedures

Bengaluru Area, India