Front-leading service operations including KPIs, SLA Management, Volumes Management, Headcount & ForecastingA thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.Reviews and follow-ups on ticket-based Customer Satisfaction (CSAT) reviews within business unitsSupervise the support staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed.Leading the business and support operations of the AWS Cloud Managed ServicesOverseeing AWS Cloud Managed services and other support offerings to ensure world-class customer service for the managed service provider business.Managing various functions pertaining to Infrastructure Management, Project Management, Service Delivery Management, Troubleshooting and Team ManagementEnsure that meaningful metrics related to established SLAs, availability, capacity and performance are captured, validated and reported.Understanding on Monitoring tools Nagios, Prometheus, Automation and CI/CD ToolsExperience with Open-Source Cloud and configuration management tool TerraformSound knowledge of project estimation techniques. Working knowledge with Atlassian JIRA, ConfluenceLeadership experience in building, managing, and growing high-performance teamsOversee documentation about client systems and infrastructure, procedures, policies and schedules.Extensive experience on Agile and Scrum methods for Application development and lifecycle

Managed 5 IT Infra Sites (Bangalore, Mumbai, and Delhi) for amazon and worked remotely to ensure that targeted SLAs are metProven expertise in managing the team remotely and ensured all are connected with the latest technology and aware of handling the network, site outagesMaintained IT Service Desk staff by recruiting, selecting, orienting, and training employees; sustained a safe and secure work environmentCompleted projects by coordinating resources and timetables with user departments and data centerMaintained local IT hardware requirements such as laptops, desktops, servers, routers, switchesRemotely managed Delhi & Mumbai sites to ensure the engineers are performing well; regular connect with the stakeholders to go over the problems

Team lead and SME on Microsoft Exchange, Outlook, SharePoint, SFB, Cisco IronPort, ProofPointSupervise the Microsoft Specialists and SMEs globally Change, incident and problem management, subject matter expert, process/gap/data analysis Client coordination, SOX audits,performance tracking, conduct technical & process training