Innover Digital

Develop and implement the organization's cloud strategy that aligns with business objectives.
Lead the organization's cloud adoption efforts by establishing cloud governance policies, processes, and best practices.
Manage the organization's cloud infrastructure, including selecting, configuring, and monitoring cloud platforms and services.
Ensure the organization's cloud environment is secure and compliant with industry regulations and standards.
Collaborate with stakeholders across the organization, including senior leadership, IT teams, and business units, to understand their needs and provide solutions that meet their requirements.
Manage and mentor the teams responsible for implementing and maintaining the organization's cloud infrastructure.
Stay up-to-date with industry trends and emerging technologies in the cloud space.
Creating and implementing plans to generate demand and drive growth
Joining events for specific industries 
Keeping up-to-date with industry trends, best practices, and programs of partner organizations
Partner identification: Identifying partners who are willing to invest time and money into incorporating software into their value proposition
Relationship building: Building and maintaining relationships with sales organizations and other stakeholders

Associate Vice President Cloud Practice and Partnership 

SourceFuse Technologies

Answer requests for information (RFIs) and requests for proposals (RFPs) at a detailed and professional level
Prepare and deliver solution-based product presentations and demonstrations to customers
Execute on customer proof of concepts (POCs)
Develop Strategy for Cloud Managed Services practice
Develop and deliver Application Management Services (AMS)
Guides team to evaluate the design and roll-out of new managed services and products.
Establish a vision for the practice and bring in best-in-class techniques and frameworks ·
Grow practice while managing client expectations and ensuring a long-term growth trajectory · Lead the practice's strategy for go-to-market, account management, customer success, and operational efficiency ·
Work with Vertical Heads to align on vertical-level strategy and go-to-market ·
Define innovation and solution roadmap for practice
Participate in monthly, quarterly and annual forecast/budgets and reporting ·
Customer and account management ·
Accountable for end-to-end services that we provide to assigned customer accounts ·
Work closely with customer stakeholders to define criteria for engagement success and drive
achievements of the same. Responsible for the incident, change, problem, and escalation processes Review opportunities for process enhancements ·
Monitor Key Performance Indicators (KPIs) and provide appropriate reporting for the Business and
leadership. Provides recommendations to improve reporting.
Manage multiple teams across customer accounts, providing a mix of managed services to cloud support services
Work with internal and third-party teams to ensure actions are taken at the right time and in the right
manner and are completed to maintain and improve services
Design and implantation of IT service management process (ITIL), as well as ensuring compliance with
ISO, SOC, HIPAA and other requirements develop people through coaching and mentoring to enhance technical skills and interpersonal skills

Practice Head Cloud Managed Services 

LKQ Corporation

Design & Manage Global Service Management process & End Use Service Operations
Manage operations for KSA
Monitor the progress of strategic opportunities and accounts
Presales Enablement and Continuous Improvement
Set expectations for standards, best practices, and processes
Manage the overall end-user service operations for in-house IT Infrastructure, IT support User
Security, SOC, Global NOC command centre and Global Service Center.
Designing Monthly dashboards summary from tools like ServiceNow, JIRA, Splunk,
Crowdstrike, SolarWinds etc.
Design & Evaluate in-house IT infrastructure
Driving Continual Service Improvement.
Define & Ensure SLA compliance, and metrics reporting across end-user service functions for
suppliers
Ensure that operation management policy, standards and procedures are properly implemented,
enhanced, and maintained.
Participate in knowledge management, coaching, IT Service Management improvements and
customer status and reporting.
Responsible for driving incident management, repair, and maintenance, closing incidents,
preventive maintenance, and resolution of customer issues.
Support the staffing, onboarding, training, development, and performance management of the
End user services functions.
Analyze end-user services functions, recommend upgrades/changes, and assess current and future
business needs.
Responsible for achieving end-user and client satisfaction and trust.
Responsible for Vendor Management and IT procurement for India Geography &APAC
Responsible to Deliver Application Management & Support Services across the globe

IT Manager Global End User Services

Accenture

Contribute to managed IT infrastructure services globally.
Normalize key cost levers across delivery centers as per the latest market benchmarks.
Provide due diligence in refining the solution further
Planning & Designing Solution / Delivery for Upcoming contracts/projects.
Assess deal-specific RISK & plan for mitigation.
Assess SOW/SLA & planning for quality services standards.
Understanding client requirements and contribute to robust solutionParticipate in planning and implementation of delivery activities in coordination with clients.
Complete resource and cost estimation of RFPs (Request of Proposals)
Solutioning best industry practices and tools to provide maximum automation benefit to the stake
holders.
Present the value of Profile products to a variety of audiences from C-level to end-users and all
levels in between
Contribute to the sales team in driving revenue by qualifying leads
Answer requests for information (RFIs) and requests for proposals (RFPs) in a detailed and
professional level
Prepare and deliver solution-based product presentations and demonstrations to customers
Execute on customer proof of concepts (POCs)
Understand the business and operational or goals the prospect has and recommend a solution that
ensures the optimum usage and utilization of Profile
ü products and services; this can include a full pre-sales lifecycle from RFI response/requirement
analysis, to running a scoping exercise or engage in a prototype/proof of concept for agreed
requirements
Having a detailed knowledge of the functionality and technology of the product range
Ensuring that all materials such as presentations and demonstrations are maintained up to date

ITSM Solution Architect 

Maintain quality service delivery as per ITSM framework
Responsible for delivering high end results on agreed client SLAs.
Review & implement performance standards and measures.
Manage and prioritize key service deliverables.
Coordinate with pre-sales, transition, and process owners.
Set solution design, directions and lead deployment activities
Accountable for 24/7 technical \ operational services to clients.
Accountable for the integrity and security of the assigned Customer’s environment ensuring that all Customer data is successfully backed up and that there is 100% assurance that all data can be successfully restored when necessary. 
Support ADMs in achieving customer satisfaction targets while balancing the need to deliver to the SOW in an efficient and cost-effective manner
Establish an understanding of the relevant Service Delivery Unit (SDU) management and associated tools & processes, for the assigned accounts 
Liaise with ADM’s and DL’s on Escalations, Service Requests, Incident Reviews, Financial reviews and other service delivery matters.
Review Service Performance reports for SLA breaches and provide mentorship to team for improvements.
Ensure all Accenture and client specific standards and work instructions are followed, or report to management where breaches are occurring. 
Ensure new services are successfully integrated into "steady state" with minimal impact to existing customer service levels. 
Manage monthly billing, quarterly forecast for the all the internal and external clients

Service Delivery Manager

Responsible for developing the strategy and budget, improving the integration between the team and other departments, improving customer service and managing suppliers. The NOC provides 24/7 cover, so the post holder will be expected to be an escalation point for service issues, to make sure the correct technical teams are involved, during major out of hours emergencies. Also manages Command Center employees and activities by performing the following duties personally or through subordinates

Take responsibility for the day to day operation of the team.
Providing overall guidance and supervision.
Maintain and monitor required staffing levels to ensure that the team can meet the demand and respond in a timely manner to network and server anomalies and outages.
Maintenance –managing routines, obsolescence, contracts, suppliers, service providers
Provisioning – meeting SLA on new provisions, 
Service Restoration - meeting SLA on services 
Capacity management – managing utilization of assets 
To develop the team and work with other departments to achieve common business goals 
To act as an escalation-point to customer problems and questions.
Developed and trained and own the processes and procedures used by the team, based on best practice for the industry 
Develop documentation related to the departments work processes which is up to date and accurately reflects the day to day running of the team
Organize and prioritize workload 
Lead internal projects to improve service Communicate with suppliers and service providers on behalf of the company 
Conduct team reviews and be responsible for personal and career development of team members

Global Command Center Operations lead (Nov 2012 – May 2013)

The goal of the Service Management Lead is to deliver ITIL Service Management processes for a given service up to client satisfaction, while maintaining and improving the robustness and cost effectiveness of the shared service model.
Responsible for the delivery of Change, Incident, Problem and Configuration Management.
Provide a Service Management point of escalation for the Delivery centers.
Monitor, manage and priorities all service aligned queues ensuring service levels are maintained and eliminating backlogs.
Ensure CAB / change process is complied with delivering business.
First escalation point and manager of Severity 1 incidents including internal and client communications.
Create Major Incident Reports (MIR/RCA) and monitor progress of MIR/RCA actions
Reviewing opportunities for process enhancements.
Monitor and drive the efficiency and effectiveness of the process through various reports and metrics.
Point of contact for the Service Management team for the transition of new clients.
Achieve Key Performance Indicators (KPI’s) targets set by the Delivery Centre
Periodically reviewing the process strategy to ensure that it is still appropriate and change as required
Escalate client issues and risks to the Management in a timely fashion ensuring no impact to client delivery
People and performance management.
Responsible for designing, developing, maintaining and improving the process and procedures
Produce management metrics and reports covering all aspects of Incident, Problem, Change, Release, Configuration and Knowledgebase Management
Ensure development of reports based on business/service lines to provide better and specific visibility Business lines individually
Responsible for continual service improvement actions arising out of the metric

Service Management Lead

Validating authorization and logs RFC
Administers RFC for implementation process
Runs CAB Meetings
Maintains FSC and Change logs
Review completed RFC and close.
Managing the major incident bridges and updating senior management
Sending communication to leadership and relevant stake holder’s
Problem records coordination for root cause
Incident analysis for proactive management inputs
Maintain known error database 
Ensuring that appropriate process documentation is available and current

Service Management Coordinator

Providing Advanced Level Support to the Tier 2 team when analyzing end user’s problems and implementing technical fixes.
Performing Technical Analysis for application issues (assessing overall impact, recommending resolution options, implementing proposed resolutions)
Performing Application Testing/Regression Testing
Interacting with key clients (within the Sales-IS organization and technology infrastructure organization) on various project initiatives 
Part of a Knowledge Management team to manage the Knowledge Base documents and also a part of Training team to provide the training to new hires or to Current Employees 
Part of a change team to raise the changes related to application maintenance and development 
Using SQL and UNIX to perform analysis and research to resolve customer issues and inquiries
Developing a technical and functional understanding of Client applications with the purpose of providing advice and solution to Tier 2 Support
Completing Complex and Simple Data Requests for Client Teams in a requested time-frame
Communicating to the Tier 3 Team Lead, Operations Team, and Application Development Team of any releases into production
Creating/updating weekly status reports, Tier 3 assist metrics, and Innate Time Sheets
Updating the Client on escalated issues through meetings, e-mail, or distributed reports
Interacting Client On daily basis providing day to day Operational update.
Involved in raising and P1 incidents and Changes using ITSM Tool and assigned to appropriate team, also chase them accordingly to get it implemented with in the SLA.
Involved in CAB/ECAB in case of emergency changes

Tier 3 Infrastructure Analyst

Perfexa Solutions Inc.

Responsible for providing Web (E MAIL and Live CHAT) and Voice based support for all the products like CD/DVD writers and drives, Audio card, USB Mass Storage Devices, Web Cameras, Digital Cameras and many other IO cards 
Involved in technical support for the GTC telecom products
Daily troubleshooting such as Dialup/DSL Configuration, Internet Explorer, MS-Outlook, MS-Outlook Express telephonically

Technical Support Officer

Unicorn Infosolution

Troubleshooting LAN/WAN related problems.
Troubleshooting Hardware related problems at different Models of Apple MAC like Power book, book and Desktops, EMac etc.
Monitoring Trend Server Protect servers and Office-Scan Antivirus Suite for the latest Antivirus updates and Virus Solution
Troubleshoot the Software problem available for APPLE MAC like Adobe, Flash, FCP, office for MAC etc.
Provide Training for Apple Operating System to end users.

Field Support Engineer

Strategic Service Management Leader with over 20 years of experience in cloud managed services and global IT leadership. At Innover Digital, I developed a cloud strategies, ensuring security and compliance, and deliver exceptional cloud services. My expertise includes vendor management, from contract negotiations to maintaining high-quality third-party services. I excel at building strong partnerships, driving continuous improvement, and fostering innovation. As a pioneer in leveraging Generative AI and Large Language Models, I am dedicated to enhancing service delivery and aligning technology with business objectives

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