Experience

Excellence IT

• Australia
• IT Services and IT Consulting
• 1 - 100 Employee

• Service Delivery Lead

  • Oct 2021 - Present

  Australia Reporting to General Manager and managing a team spread across multiple locations Manage the operations team to ensure smooth and timely delivery of IT services including cloud, networking, security, software and hardware services Manage and coordinate with customers and vendors Lead, organise and participate in weekly, monthly and quarterly meetings for Operations as well as Leadership teams Schedule management and triaging of tickets for Operations team members… Show more Reporting to General Manager and managing a team spread across multiple locations Manage the operations team to ensure smooth and timely delivery of IT services including cloud, networking, security, software and hardware services Manage and coordinate with customers and vendors Lead, organise and participate in weekly, monthly and quarterly meetings for Operations as well as Leadership teams Schedule management and triaging of tickets for Operations team members SLA and Incident management Service Improvement planning and implementation of ITIL processes Preparing project reports and service delivery and operating documents Quality check and approval of work done prior to billing customers, manage budget Liaise with Sales team to identify opportunities and potential customers groups Handle recruiting, onboarding and training for operations team Well versed in tools such as AutoTask, IT Glue, Traction, intelliHR, Metapulse, Xero, MSP Bots etc and ITIL framework Show less



Iron Mountain

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Administrator

  • May 2021 - Oct 2021

  Australia Temporary contract role in Office Administration Data Entry and record maintenance in the system Document preparation and high-speed scanning of large volumes of data Workload triaging within team members Communication with management, providing work progress updates Trained on workplace health and safety measures in a warehouse/office environment



Tata Consultancy Services

• India
• IT Services and IT Consulting
• 700 & Above Employee

• Project Manager

  • Nov 2016 - Nov 2019

  Mumbai, Maharashtra, India Project manager for a telecom DevOps project with 100+ team members Project management reporting, defining project objectives, project plan, scope and budgeting for DevOps projects Ensuring project delivery within project scope and objectives, tracking project plan Establish and maintain relationships with client, vendor and stakeholder Identification, creation and implementation of process improvements and automations Creation and maintenance of project… Show more Project manager for a telecom DevOps project with 100+ team members Project management reporting, defining project objectives, project plan, scope and budgeting for DevOps projects Ensuring project delivery within project scope and objectives, tracking project plan Establish and maintain relationships with client, vendor and stakeholder Identification, creation and implementation of process improvements and automations Creation and maintenance of project documentation and reports Resource/people management, planning, on-boarding and mentoring, training, team building and work allocation for operations teams Detailed requirement gathering with clients Handling change management within the project as well as risk and crisis management Daily SLA/KPI monitoring and ticket triaging, ensuring quality closure of tickets Organising and attending regular knowledge and up-skill sessions Using in-house and external tools such as BMC Remedy, Jira, Salesforce, Infinys RBM etc Internal certification in ITIL V4 Show less



iOPEX Technologies

• United States
• Information Technology & Services
• 700 & Above Employee

• Team Leader

  • Aug 2015 - Oct 2016

  Chennai, Tamil Nadu, India BI/Data Consultant for optimization projects within the Telecom and Banking domain Worked with Tableau BI Tool, SQL and MS Excel/VBA to deliver on cost optimization, data modelling, operation cost reduction, financial analysis and predictions and similar projects Team Lead for Revenue and Contract Assurance team for a telecom provider client where we reported and prevented the biggest revenue leakage for the year



Tech Mahindra

• IT Services and IT Consulting
• 700 & Above Employee

• Senior Software Engineer

  • Nov 2009 - Aug 2015

  Australia Worked with multiple projects where roles included Telecom Billing Specialist for Managed Ops project, Release Manager for Application Support project, Billing Specialist for Proof of Concept project Experienced with project handover, project takeover, RBM upgrades, software deployments, BAU telecom billing operations and platform configurations amongst others. Worked with multiple projects in telecom domain with telecom billing tools such as Infinys RBM and Crestel by EliteCore… Show more Worked with multiple projects where roles included Telecom Billing Specialist for Managed Ops project, Release Manager for Application Support project, Billing Specialist for Proof of Concept project Experienced with project handover, project takeover, RBM upgrades, software deployments, BAU telecom billing operations and platform configurations amongst others. Worked with multiple projects in telecom domain with telecom billing tools such as Infinys RBM and Crestel by EliteCore Internal Certification in ITIL V4, Lean and Six Sigma Show less



HP INDIA PVT LTD

• Technical Support Associate

  • Feb 2009 - Nov 2009

  Bengaluru, Karnataka, India > L2 Technical Support team as an associate for a HP client > Handled troubleshooting issues, configuration and installation related requests > Have experience with software installations, ticket handling, call handling and queue management