Managing and driving the performance of Service Desk Agents & SMEs.• Facilitating Critical Incident Management process.• Responsible for assuring users are provided efficient and timely first and second level support on a 24X7 basis.• Performing staff scheduling to ensure Help Desk coverage during normal business hours and on-call support as required.• Managing the Help Desk staff including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities.• Providing staff support for administrative tasks and projects relative to the Desktop, Wide Area Network, Local Area Network and Telephone functions.• Monitoring problem management database and follows up with assigned personnel to ensure timely resolution of problems.• Maintaining a central source of information enabling Help Desk staff and support technicians to recover outages with minimal disruption to expected service levels.• Isolating problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found.• Ensuring that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department.• Ensuring that decisions made to improve the overall customer support of the Help Desk are continually carried through.• Coordinating training requirements of Help Desk personnel.• Contributing to departmental productivity and development objectives by facilitating training programs.• Accurately communicating pertinent information. Assisting in the development and implementation of quality improvement programs for assigned department(s).

 Managing team of Business Analysts – responsible for Implementation & Support of Corporate Card MIS Products and Data File Transmission.  Conducting Product Forums providing insight to the products and explaining the value proposition. Responsible for managing File Failure Incidents on priority. Liaising with Sales Teams and Corporate clients to maximize cooperation and support during the Product Implementation process. Managed productivity/performance metrics and monthly PFP. Managed yearly appraisals for agents. Managing customer relationship with third party/vendor.  Assuring that the team members have the necessary education and training to effectively participate in the team.  Coordinating the review, presentation and release of design layouts, analysis and other documentation.  Serving as a focal point to communicate and resolve interface and integration issues with other teams.

Supporting users with the issues related to Wireless, VPN, Blackberry, Lotus Notes and other mailing clients, etc.Managing queries/issues related to Active Directory Services.Applying operating system updates, patches and configuration changes.Understanding the behaviour of software in order to deploy it and to troubleshoot issues concerning the same.Liaising with concerned team to get the policies implemented for the use of computer system and network.Adding, removing or updating user account information, resetting passwords, etc.Responsible for documenting the configuration of the system.Monitoring network communication.Assisting users in synchronizing Blackberry organizer data such as tasks, memos, and contacts over the wireless network so that the entries on BlackBerry devices are consistent with the entries in the email applications.Managing queries/issues related to Blackberry enterprise server.

Providing technical support to UK customers in getting registered for a dial-up service.Supporting queries/issues related to Dial-up service connectivity.Providing customer support for other products like cable modem, Digital TV, etc.Participating in regular MIS activities for the process.

Responsible for collecting/converting raw data into the correct format and then allocating the same to team for account generation for US customers.Responsible for automating functions being used in data processing.