• Manage and conduct monthly Voice of Customer process, facilitate monthly Service Management Board & Governance Meetings, manage any new Change Request, track and manage Finance Services (FS) Service Alerts using ITIL principles till issue closure, monitor SLA and KPI performance and maintain strong relationship with Leadership team.
• Accountable to manage ongoing suitability of contract management, lead the process of any commercial re-contracting during the year with peer teams such as corporate, procurement, technical, tax, treasure, etc. Collaborate with internal and third-party vendors such as Genpact, Sunrise, Adecco, Iron Mountain, Tungsten, KPMG, etc. to ensure satisfactory services are provided to the stakeholders
• Actively identify new Ways of Working that enhances efficiency and business impact of service landscapes. Participate in projects and transformation related activities, follow the established procedures to attain the organizational objectives

Senior Service Manager

AT&T

•	Leadership role in managing large teams of experienced technical professionals from India, Brno, and United States to provide customer support, fault management, implementation, alarm monitoring, and managing KPIs/SLAs for global customers in 24x7 environments on vendor products such as Avaya, Nortel, Cisco, Microsoft, DataRemote, and Ring Central.
•	Responsible for ITIL practices including process and procedure development, deployment and governance of Problem Management, Incident Management, Change Management and Service Level Management.

Area Manager

•	Overseeing team building, cross-training and up-skill trainings, performance review and supervision of employees from various diversities and global cultures
•	Participating in vendor meetings, developing Service Improvement Plans to meet or exceed customer experience, CSAT score, KPIs and metrics.

Operations Manager

Avaya

•	Rendered Subject Matter Expert consultation for administration, configuration, installation and support for IP Telephony and call center application using Avaya Products.

Principal Engineer

Rogers Communications

•	Significantly collected, integrated and analyzed each segment of IPTV networks, which included head-end, video-on-demand, core network, transport network, set-top box and management platforms for various vendors like Nortel, Cisco, Juniper, Motorola, etc.
•	Reports and SOW for IPTV value chain analysis, SWOT analysis and business analysis.

Research Analyst

Result-driven professional offering over 16 years of extensive experience and success in accomplishing Operations Management, Customer Service, Vendor Management, Finance Service and Team Building objectives.

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