Be an extended team member of client’s IT Service organization and deliver the support of Legacy Contract having 150+ applications. Working closely with client’s business to understand challenges and implement Continuous Improvements to improve client satisfaction with focus on incident resolution & TAT and Problem management effectiveness. Responsible for the overall service delivery and Quality control withing the KPIs aligned with client’s yearly targets and driving them to closure. Responsibility also includes sales in terms of working closely with client to bring new opportunities and convert them into projects to improve the revenue of the engagement. Handling client relationship, escalation management and managing new service introductions. Act as the first level escalation point for all technical activities as well as management issues for Legacy contract. Working closely with client's performance managers and Directors to improve end user satisfaction in terms of timely and quality delivery. Responsible for managing the 24/7 support of critical issues, managing war rooms and third party coordination, driving Root cause analysis and SLA management.Responsibility also includes preparation and presentation of proposals for the new opportunities from client, Supporting the client through Security and SOX Audits, Monthly client service reporting. Also, played additional role of Release Manager and Shadow Delivery Management, CGS Industry Trainer, SharePoint Trainer and Automation & Innovation Council member.

Developed and managed team of 14 team members in terms of performance appraisals and people management and to support automation agenda through SharePoint and associated technologies - .NET, Excel - VBA, Access, Power BI . Was responsible of sizing of team based on the volume of work hence experienced in all the team stages forming, storming, norming and performing. Act as the first level escalation point for all technical activities as well as management issues.Responsible for developing & managing multiple medium level projects within the constraints of scope, quality, time and cost, to deliver specified requirements and meet customer satisfaction. Responsible for task allocation to the resources with tracking for task initiation, execution to completion to ensure proper resource and skill utilization; Team members skill up-gradation to support the project effectively and efficiently. Prepared, reviewed and approved technical proposals for various projects that ranges from a few hours to several months. Responsible for requirement gathering and analysis, design and develop the application to meet the business process design and requirements. Completed all appropriate documentation required by the project at different project stages; requirement analysis, design documents, technical documents, etc. Worked with the team and client to make sure that the configuration and custom components meet business requirements and performance goals. Managed setting up various processes and reporting to the client to strengthen project delivery. Set up SharePoint Technical training framework and provide multiple SharePoint Technical training's to support automation and capability development agenda on organization level with average score of 4.7/5.0

Involved in requirement gathering and analysis for different process implementation and automations leveraging SharePoint Portals. Also Involved in Functional & Technical Documents preparation and end-to-end execution of development activities. Prepared test cases and scripts for the different modules and track for testing results and managed review and formal sign-off of all test scenarios with stakeholders.Managed task allocation to the junior resources along with tracking for task progress and provide required data and resource utilization matrix for the module to Project Manager. Contributed to knowledge base by making process documents, lessons learnt, SOPs and user guides. Involved in mentoring and training up junior team members and peers through KT and Brown bag sessions.Implemented effective customer satisfaction strategies by identifying and eliminating the root causes of business users problems and made sure that agreed and committed deadlines are maintained in terms of Response and Resolution time as well as completion for different modules and overall project

Involved in development and customization of SharePoint Portals and assisted in requirement gathering and analysis for the SharePoint Web site as well as Functional & Technical Documents preparation. Provided support and enhancements to existing MOSS 2007 sites and .NET applications. Managed review and formal sign-off of all test scenarios with stakeholders with supervisor. Provided quick workaround/resolution for priority issues to minimize business impact. Contributed to knowledge base by making process documents, lessons learnt, SOPs and user guides.Conducted Applications KT and Brown bag sessions for peers and project new joiners. Managed to make sure that the Service Level Agreement (SLA's) are maintained in terms of Response time and Resolution time.