•Managing team of 25-30 people, which includes Manager and Project managers along with team members, Responsible to create strategies to drive the project to success and profit, Leadership guidance, Budget management, yearly appraisals and Customer relationship and Customer Satisfaction.•Onboarding on new application hosting in the environment and discussing data flow life cycle with customer. Leading team to prepare plan and documentation to make sure Data flow Life cycle is monitored at different junctions to ensure smooth delivery.•Documentation on monitoring is available and all and sign-off properly. Creating process and templates make sure smoot delivery is achieved. Conduct project reviews, Volume trending Report, RCA, lessons learned on customer complaints and Escalations for Project are discussed with customers on weekly, Monthly basics. Expectation setting with both team and customer to achieve smoot functioning of delivery modules. Identify and manage cross-team dependencies work in cross-functional project teams Like, Wintel, Database. Responsibility to ensure that services are delivered in line with Service Description and target Service Levels are achieved.• Co-ordination and operational reviews with delivery teams responsible for ensuring levels and quality of service are maintained and to identify areas for continuous improvement.•Leading daily Operational & Governs Call with Customer to understand customer expectations better.•Responsible Operational Change planning (be a part of Change Advisory Board)•Recognize individual and team contributions in making the delivery of the contract exceptional.•Source proper levels/skills to provide the current and future contract services and transitions ensure technical vitality goals are established/ achieved as part of the staffing plans.•Steady State Communicate service interruption, root cause analysis, action plans, address any capacity/performance issues to Management and customer.

• • Define project scope, goals and deliverables to customers that support the business goals in collaboration with stakeholders.• Conduct project reviews, Volume trending Report, RCA, lessons learned on customer complaints and Escalations for Project.• Accomplish project objectives by planning, executing project activities and revise as appropriate to meet changing needs and requirements• Managing risks and issues; escalate relevant issues to senior management, develop and execute risk response plans, and monitor issues to resolution• Identify and manage cross team dependencies work in cross-functional project teams Like, Wintel, Database.• Accomplish objectives by recruiting, training, assigning, scheduling employees.• Track and report project actual expenditures as compared to the budget.• Responsibility to ensure that services are delivered in line with Service Description and target Service Levels are achieved• Responsible for performing trending analysis on data and actioning anything which needs attention.• Leading daily Operational call with several people on each account and addressing any issues/concern that there may be.• Incident & Problem Management escalation and decision-making role as a part of defined process.• Take ownership in driving issues or major incident.

• Single Escalation points for customer.• Managing and developing SLA. Billing & Resource Management. Project Transition and provide training to team-members and new jonnies.• Participating on MI under leadership of MI Manager & escalation manager and getting it to its closer.• Escalation Management: Engaging & leading multiple teams to resolve infrastructure related problems. Such as Multiple user affected which may cause a Major Incident (Java update failing, Patches failing, Applications, Live Meeting)• Consolidation & updating of Group Policy. Managing and maintain Windows server 2003. 2008, 2008 R2, 2012.• AD Administration & Windows System Administration. (Printer, share drive, Group Policy, Patch, applications, Network connection (wired & WI-FI), OS, User profile, Registry. Creating user accounts, Computer accounts, Groups,)• Connected Backup: Administration & support, Client application support.• Technical Writing, created WLI, SOP, Technical articles.• Good understanding of Network troubleshooting and Basic knowledge on XenApp Server, VMware, Storage, VDI, Cloud

Desktop support L3: Role & Responsibility• Leading team of 7 people. Worked with SDM, to plan and bring more business.• Worked with client manager to shape up the team & also perform gap analysis.• Worked as intimidator for the project & client.Incident Management, Problem Management, Event Management.Configuring & Maintaining Active Directory Objects.• Strict SLA management for high priority and Critical issues, escalation levels and procedures. • Managing vendor with relation to application support.Knowledge Transition and transfer to other team members.Deploy, manage, and migrate virtual machines.

Roles & Responsibilities:• Basic Trouble shooting Active directory, MS office applications, Internet explorer, Outlook issues, VPN, Software installation.Handle escalations / sup calls.• Take ownership of incident tickets till the closure and perform analysis for Incident Management team.Conduct weekly team meeting and prepare MOM• Attend weekly/monthly conference call with clients to understand process matrix, status and updates. Prepare daily/weekly/monthly reports.

• To conduct the training of new agents.To create a dashboard.• To conduct conference calls with the client to be on the same page.• To carry out cross quality audits for the team members to maintain the team quality.