Sri S. Email & Phone Number

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

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

Bengaluru Area, India