• Adroitly leading the entire network team with 100% efficiency to deliver and attain the best customer experience .• Efficiently involved in providing valuable consultancy related to design and delivery of new projects. • Core responsibility includes service delivery , customer satisfaction and value adds.• Tracking the progress of all escalated service calls to ensure that they are resolved within the agreed service level agreement (SLA) .• Ensuring uptime / availability of IT Infrastructure as per agreed SLA with customer.• Regularly monitoring project performance in terms of support and quality of service delivery, individual performance and conduct daily/weekly/monthly performance meetings with the team for assessment.• Responsible for conducting Process , SOP and Technical training within the team . • Responsible to manage the metrics of the team and send out daily, weekly, monthly and quarterly reports to the management; guiding the team in providing service in a client environment; accountable for scheduling the staff according to the needs and skill set of the agents; ensuring the team is compliant on internal business conduct

• Responsible for implementing projects both in India and abroad based on the requirement outlined in customer requirement documents . Corresponding HLD and LLD documents were prepared to capture the low level details specific to the implementation phase.• Responsible for various roll out projects in different parts of country . Scope included KT to the team , mobilisation of resources and direct interaction with customer and principal vendor. • Prepared technical documentation for various projects to be subsequently handed over to Ops team as a part of project transition phase.• Implemented various network management tools like LMS , CSM , ISC , CMM etc for alerting and monitoring of various network components.