 Program & Project Manager – Responsible for managing medium to large size programs related to IT Infrastructure. Transition and Transformation Management of End to End IT Infrastructure services for all the verticals supporting multiple technologies of DC, Network and Tools Managing Account team as well as establishing strong customer relationships for all the Account Programs and Projects Managing the P&L, billing and Invoicing for the Account and Program Extensive experience on handling ~100 skilled IT resources, Vendors and channeled partners

Managed 40 Members comprising of Project Leads, Desktops Support Engineers and VC Support team. Accountable for design, creation and implementation of IT & Systems. Driving the entire project management activities for Projects including requirements gathering, analysis and final execution of projects in association with dedicated project team members. Integrating with Customers development/testing environment requirements, planning their needs at offshore locations and implementing specific requirements as per business needs. Preparing and coordinating pre-production test plans – UAT, Performance and Capacity Characterization. Strategically planning and analyzing the basic requirements in setting up the technical infrastructure of the project while reviewing the project proposals; Responsible for understanding & analysis of client requirement. Carrying out detailed planning and scheduling and coordinating with internal & external partners to ensure execution of projects as per the defined technical & functional specifications. Streamlining and coordinating delivery performance with focus on quality parameters and reusability; and managing the projects. Participate in Operational Readiness review call with delivery teams for accepting assets/services into Operations. Ensure compliance with the company’s policies in administration of IT Infrastructure / Facilities.  Reviewing Monthly Volumes for generation of various reports for Stakeholders. Mentoring the support staffs for better management of the resources leading to the reliability and efficiency of support services and personally monitoring & grooming Engineers for uplifting their Technical Skills. Dealing with escalated issues, liaison with Systems/network support groups and business units to resolve issues. Encouraging and leading root cause analysis to prevent recurrence and documenting the Incident Analysis Report.

Managed 50 Members comprises of Shift In charges, Server Administrators, Desktop Engineers, Database Administrators and ServiceDesk. Analyzed the monthly MIS for Technology and took necessary steps to provide better Technical support with maximum operations uptime.  Carried out regular analysis at the team level and at the process levels to keep a close check on the current performance levels as well as explore and improve on areas of opportunity. Provided regular feedback based on Daily Reports to ensure the required Quality levels are delivered. Handled auditing of all administrative tasks, plus maintaining Avaya & CMS. Handled Nice Loggers. Handled Davox–Dialer, which includes escalation and interacted with Davox engineers directly to troubleshoot the Dialer issues.