- I currently serve as a Lead Consultant in the HCL Digital Workplace (DWP) at ScalTech Services, where I am fully responsible for the end-to-end delivery of Unified Comm. and Collab. (UCC), Unified Messaging and Collaboration (UMC), and Workplace Engineering(WPE) solutions. My primary focus is on driving technology-led digital transformation initiatives to optimize business operations for clients.- I lead team of Technical Managers and Track Leads, overseeing service delivery across a range of platforms and technologies within the DWP framework, including client management, AWS, Genesys Cloud, Microsoft Exchange, Avaya, Cisco Contact Center, IP Telephony (IPT), NICE, Verint, Citrix VDI, Intune Co-Management, MDM, SCCM, Application Packaging, MAC platforms, SharePoint, OneDrive for Business (ODFB), Microsoft Teams, and Power Platform.- I regularly engage with senior management and clients, providing progress updates on digital transformation projects through quarterly, monthly, and weekly reviews. These sessions also highlight automation efforts and value-driven solutions. -I focus on continuous upskilling within the team, reducing external hiring needs, enhancing employee motivation, and managing attrition through resource analysis to maintain team stability.- My role includes strategic planning, forecasting, training, and improving operational efficiency by optimizing resource utilization, driving revenue growth, and ensuring governance across operations and client management.- I ensure 100% on-time technical service delivery by managing staffing, mitigating risks, and adapting methodologies to meet diverse client requirements. I also work closely with Team Managers and Leads to align short- and long-term objectives with the organization’s vision.- I am accountable for delivering an exceptional digital experience for clients, driving automation, meeting contractual obligations, and ensuring efficient, high-quality service delivery.

Roles and Responsibilities @ Genpact, India- As an Global Operations Manager, I lead and manage the Global Network Voice Infrastructure and Contact Center team, comprising 27 engineers. This includes 11 core L3 engineers and 16 third-party L2 resources. My primary responsibility is ensuring the seamless global operations delivery in accordance with customer Service Level Agreements (SLAs).- Key responsibilities include overseeing the overall program management for Avaya IP Telephony (IPT) and Contact Center operations. I handle L3-level critical escalations, incident management, change and problem management, capacity analysis, and the design and implementation of solutions. I also manage proactive deliverables such as health checks, system monitoring, patch management, best practices, and ticket resolution, ensuring all tasks are completed within the agreed SLAs.- I oversee daily, weekly, and monthly deliverables, including the preparation of reports, dashboards, and system improvement initiatives. Additionally, I conduct performance reviews with vendors and the Contact Center team to assess and enhance performance. I provide technical training to the team, aligning them with SLAs and grooming them for optimal performance.- In addition, I develop and maintain Standard Operating Procedures (SOPs), call flows, and design documentation, storing these in a central repository for easy team access.- As a Subject Matter Expert (SME) for the Avaya system deployed at Genpact, I manage escalations and provide support to ensure smooth operations.

Responsible for system audits & regulatory compliance for DOT , PCI-DSS & HIPAA, Management · Operational Excellence · Applications Delivery · Technology Implementation · IT Infrastructure Design · IT Strategy · Budgeting · IT Projects · Security Controls · Stakeholder Management · Strategy · Infrastructure Management · Cross-functional Team Leadership · IT Service Management · ITIL · Integration · Incident Management · Operations Management · Data Center · Solution Architecture · Service-Level Agreements (SLA) · Enterprise Architecture · Cloud Computing · Technical Leadership · People Management · Technology Architecture · Strategic Leadership · IT Operations Management.Expertise on Unified Communication and collaboration Solutions on Avaya, Aspect UIP 6.3 & 7.3 along with DCP, TMS and UMS gateways, inContact, Five9, NICE and Verint. Expertise on Avaya Communication Manager, Gateways, Session Manager, System Manager, ACME / Oracle Session Border Controller Enterprise (ASBCE), Breeze, AAMS, AAM, ECHI, Endpoints, Avaya Application Enablement Services (AES), Avaya Aura Contact Center, Avaya Work Force Management (AWFO), Contact Center Control Manager, Avaya Interaction Center (IC), Avaya CMS and Equinox Solution.Specialization: Project Management ▪ Business Analysis ▪ Technical Support ▪ Systems Analysis ▪ Enterprise Implementation ▪ International IT Project Management ▪ Training & Development ▪ Client Relationship management. Migration Unified Communication Applications to on premises application to Cloud Platform. Experience advising on best practice guidelines for migration of services to the cloud considering the various migration techniques.

Act as main interface for the Project during an execution . Responsible for overseeing telecommunication and converged systems projects from inception to deployment. Develop and maintain detailed project plans and other related documents based on the customer's project design.Responsible for the Nortel, Cisco & Avaya voice infrastructure with 3rd party integration like Verint, CTI Quick PoP end-to-end deployment & Support.Responsible for the service & Project target deployment till closure and handover to 24*7 operation support.Expertise on Avaya Communication Manager, Gateways, Session Manager, System Manager, ACME / Oracle Session Border Controller Enterprise (ASBCE), Breeze, AAMS, AAM, ECHI, Endpoints, Avaya Application Enablement Services (AES), Avaya Aura Contact Center, Avaya Work Force Management (AWFO), Contact Center Control Manager, Avaya Interaction Center (IC), Avaya CMS and Equinox Solution. Expertise on Nortel 11C, 51C, 61C, 81C & CS1KE. Symposium 5.X, CCMA 6.X, CCMS 6.X, Replication Servers, Signaling Server, NRS, Call Pilot.Experience on Oracle / ACME (SBC - Session Border Controllers) Verint and Nice Call recording servers and Cube TIM reporting software. Pre-sales experience (RFP, RFI, RFQ, BOQ and BOM) solution design. Proven ability to create and deliver solutions that meet corporate and customer objectives tied to business needs and technology.Specialization: Project Management ▪ Business Analysis ▪ Technical Support ▪ Systems Analysis ▪ Enterprise Implementation ▪ International IT Project Management ▪ Training & Development ▪ Client Relationship management.

Deputed @MphaSis BPO NoidaSubject matter expert – Unified Communication and Collaboration, Contact Center in Response center. I was working in team to setup new Response center for All India, Also handling Major projects and was doing planning for major change requests and projects. Handling Major customer account