• Supporting multiple managed services projects, working with clients and providing services for all territories from the Global Service Centre. • Led a team of IT professionals in delivering managed IT services to clients, ensuring the highest level of customer satisfaction.• Oversaw the planning, execution, and closure of multiple IT projects simultaneously, ranging from infrastructure upgrades to cloud migration initiatives.• Collaborated with clients to define project requirements, scope, and objectives, ensuring alignment with business goals and budget constraints• Developed comprehensive project plans, schedules, and budgets, and tracked progress using project management tools such as JIRA and Microsoft Project.• Managed project risks and issues, and implemented mitigation strategies to minimize disruptions and delays.• Conducted regular status meetings with stakeholders to provide project updates and address any concerns or issues.• Monitored project performance metrics, including cost, schedule, and quality, and made adjustments as necessary to ensure project success.• Implemented best practices and process improvements to enhance project delivery efficiency and effectiveness.• Dynamically coordinating with clients and technicians under changing scenarios Matching technician availability, location of technicians, location of jobs and timings to execute field jobs with maximum efficiency. • Maintain service availability 24X365 Be the face of MNT in front of the Client Management Team Monitor,• Measure & manage the performance of Delivery team & Service Desk against client expectations / commitments.• Act as the single point of contact to the customer for all types of service requests administrative duties Sensitivity: Internal & Restricted

• Manage the ticket lifecycle from creation to resolution while keeping the end users informed of updates.• Escalate tickets to other technical resources as needed to ensure successful and timely ticket resolution.• Assisted in the coordination and management of IT projects, including resource allocation, scheduling, and task assignment.• Supported project managers in developing project plans, timelines, and budgets, and tracked progress against established milestones.• Facilitated communication and collaboration among project team members, ensuring clear understanding of roles and responsibilities• Prepared project documentation, including status reports, meeting minutes, and project deliverables, and maintained project files and records.• Assisted in the resolution of project issues and conflicts, and escalated critical issues to project management as needed.• Participated in project post-mortem meetings to identify lessons learned and areas for improvement.• Daily assessment of outstanding tickets and follow-up • Create daily/weekly/monthly ticket reports and identify trends for leadership insight.• Assist in equipment procurement processes, and inventory management. • Documentation of existing processes and assisting IT management to identify methods to streamline IT workflow. • Assist with Helpdesk/ IT support requests.

• Responsible for handling & managing the team L2 engineers of various Domain line Network, Server, Database, Storage & Backup • Review Meeting along with Customer, Team & Vendor management • Accountable for managing below responsibility. • Sapphire Software for managing SLA & logging incident and track them. SLA report & SLA violation tracking• Provided first-level technical support to end-users and stakeholders, resolving hardware, software, and network issues in a timely manner• Monitored data center infrastructure and systems, including servers, storage, networking equipment, and security devices, to ensure optimal performance and availability.• Responded to alerts and alarms generated by monitoring tools and performed troubleshooting to identify and resolve system issues.• Installed, configured, and maintained data center hardware and software, including servers, switches, routers, firewalls, and backup systems.• Conducted routine maintenance tasks, such as system updates, patches, and backups, to ensure system integrity and security.• Collaborated with cross-functional teams to implement IT projects and initiatives, such as server upgrades, data migrations, and disaster recovery plans• Documented system configurations, procedures, and troubleshooting steps, and maintained accurate records of hardware and software inventory.• Provided training and guidance to junior staff members and end-users on IT best practices and procedures.

• Provide on call and remote support to companies US, CANADA customer. • Handling escalated incidents & following up with Service provider. • Troubleshooting on network, outlook, and window client OS, software installation, virus removal, etc.

• Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations. • Configured hardware, devices and software to set up workstations for employees.• Maintained inventory of installed desktop hardware and software components to keep records accurate and updated. • Rolled out software updates and applied server patches to thwart threats from penetrating networks. • Identified scope of problem and provided operational and technical assistance to remedy.• Assisted end-users with conference room equipment setup and operation. .