• Performance-oriented operations professional with 18+ years of experience in Remote IT Services Management & 3 years experience in call-center operations. • Worked with Multiple projects with HCL Technologies during the 18+ years tenure.• Worked with DELL international Services for Home and Home Office Customers and supported Canadian and US customer.• Handled Multiple teams of different technical expertise.• Ensured the day to day operations are running smooth without any impact to customer satisfaction.• Ensured business continuity is met with 24/7 operational support.• Proactive Operations Manager with the ability to work with all departments and deliver accurate information. Specializes personnel resource allocation. Strong track record of taking initiative to drive departmental growth1. Manpower management:• Manage and direct operations team to achieve business targets.• Manage Manpower Utilization on Daily Basis. Manage work assignments and allocation for staff.• Coordinate with the Team Leads & Managers for project status reports.• Meet the Offshore and Onsite teams on a daily connect for the on going day to day routines.• Conduct performance reviews and provide performance feedback to staff• Provide operational support and guidance to staff.• Assist in employee appraisals, promotions, compensation, and termination based on the performance review.• Conduct regular meetings with the team to discuss issues, concerns, updates etc.• Mentor and motivate teams to achieve productivity and engagement.2. Implement efficient processes and standards• Design policies that align with the overall strategy• Oversee the implementation of operations throughout the organization• Assist in developing or updating standard operating procedures for all business operational activities.• Maintain accurate and clear documentation for operational procedures and activities.• Ensure the team follows standard operating procedures for all operational functions.3. Coordinating with clients to ensure customer retention• Build strong relationships by addressing customer issues and complaints in a timely manner.• Manage contracts and relations with customers, vendors & partners.4. Project Tracker• Make sure that the project tracker is filled with the latest ongoing projects and keep an eye on every stage so that the projects run smoothly.