Group Manager

• Nov 2022 - Present

Power bi Consultant

• Jul 2019 - Present

Power Bi consultant

• Jul 2019 - Present

Senior Manager

• Jul 2019 - May 2023

Sr. Project Manager - BU & Analytics

• Aug 2017 - Apr 2018

 Spearheaded the entire gamut of customer onboarding process for a portfolio of multiple global customers  Streamlined operation procedures and advised management to adopt modern techniques which help organization to maintain flawless system  Developed customer specific solutions to address the challenges in critical incident management and change management  Drove project operations entailing project governance, progress reports and project communication  Streamlined operation procedures and advised management to adopt modern techniques which help organization to maintain flawless system  Established IT strategy against business requirement and setting up KPI for the team; implemented processes and procedures for IT operations  Provided thought leadership and act as SME for designing and recommending appropriate analytical approaches, business plans, and methodology to address key business issues  Adhered to defined standards for all analysis methodologies, documentation & compliance requirements  Build, maintain, and improve existing business intelligence solutions and analytics tools  Developed model for maturity assessment on use of analytics in organization  Identified the team’s training & development needs and conducted appropriate training program Show less

Manager - Transformation Projects

• Mar 2016 - Jul 2017

- Manage and deliver IT Transformation Projects in Automation, Service Improvement and Technology upgrade - Identify, qualify, and facilitate IT Transformation opportunities across customers - Developed, prepared and implemented Automation Roadmap for Command Center and Service Desk Operations - Identify implications of proposed solutions on people. processes, technology, and operations - Manage, develop and review team member’s performance for effective Service Delivery - Leverage business context to analyze, influence, and improve complex business models Show less

Quality Lead - Delivery and Quality Assurance

• Oct 2012 - Oct 2015

- Designed and implemented framework for Operations Health Assessment and Delivery Effectiveness - Conducted Talent Development Training - 260 managers trained on Service Delivery Fundamentals - Implemented solution to reduce Human Errors in IT operations - error rate reduced by 40% - Automated operational reports including analyses leading to saving of ~12600 man hours per year - 3 Successful information security Audits completed with no major violations and observations - Designed and implemented framework for Operations Health Assessment and Delivery Effectiveness - Conducted Talent Development Training - 260 managers trained on Service Delivery Fundamentals - Implemented solution to reduce Human Errors in IT operations - error rate reduced by 40% - Automated operational reports including analyses leading to saving of ~12600 man hours per year - 3 Successful information security Audits completed with no major violations and observations

Associate Consultant - Command Centre Lead

• Jan 2009 - Feb 2012

- Handled a team of 8 members responsible for event monitoring and CIM- Escalation point for all infrastructure monitoring and the thresholds set up for the client

Shift Lead - IT Helpdesk

• Sep 2007 - Dec 2008

 Preparation and Analysis of daily dashboard and daily reports. Responsible for the shift SLA like ASA ( Average speed of answering), FCR ( First call resolutions) TTr ( time to respond), AHT (Average handling time), CSAT ( Customer Satisfaction) Responsible for taking supervisory call for all the escalated issues. Ensure proper shift management in terms of Rosters, Attendance and Leave Management Responsible for contacting customers to know their concerns and to resolve them. Responsible for new hiring and new positions open in the track. Coordination with HCL internal teams (Like telecom and IS) for proper functioning of the devices and software. Show less

Customer Support Executive

• Aug 2006 - Aug 2007

Subject Matter Expert

• Dec 2005 - Aug 2006

Customer Care Executive

• Oct 2004 - Nov 2005