Summary of Career

1. Managed and executed Projects so they stick to schedule, scope and budget.

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2. Track projects milestones and deliverables communicating with the clients.

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3. Assessed Risk factors and developed strategies for response. • Identified , analysed and developed communication with the stakeholders as and when required during the project life cycle.

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4. Managed and monitored the results of team to ensure internal and external SLA's are met. • Directed team in fast paced/high volume environment utilizing case management system to process an average of 8K cases monthly.

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5. Managed account portfolio growth and served as integral part of new client implementation, training and team capacity management. • Responsible for rapid team expansion providing training and performance evaluation on regular basis. • Completed leadership training while taking part in invite only Manager's Learning Club. • Identified SME for new client implementation for Service Delivery - shared expertise and lesson learned to all level of management. • Streamlined Scheduling, Planning and

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6. Implementation & configuration of 3000+ server, Network and application devices in Manage Engine IT 360 monitoring tool.

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7. Managed the team of 15 associates for operations, effective and rapid response to Major incidents also chair all major incident meeting (CAB)& technical bridges further develop and maintain the incident management processes.

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8. Carried necessary initiatives to meet the customer deliverables, improve customer experience and retain staff. • Consistently meet and exceed all goals related to Service Delivery.

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9. Maintained Quality Control and satisfaction records by constantly seeking new ways to improve service delivery.

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10. Identified potential areas of improvement in various Projects and establishing procedures, technological innovations, validation and automation.

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