Experience

• 

  24/7 customer pvt ltd

  May 2006 - Mar 2007

  Executive telesales
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  Axa

  Mar 2007 - May 2013

  Technical Management:• Prepared Operator Instructions database for UK overnight batch.• Prepared the UK and Swiss Critical batch checklist for the operators and the daily TL checklist for the Shift-in-charge.• Worked on P1 and P2 incidents and participating in Bridge calls.• Actively participated in half-yearly Disastor Recovery acticity for Switzerland, the UK, Ukraine & Canada.• Handling operational escalations from various clients.• Escalation handling and remediation.Transition Management:• Had set up IT infrastructure for offshore operation transition.• Ramped up team of MF/Distributed resources for several new projects.• Work with the Project Manager to align infrastructure requirements for new projects.• Have been involved in many transitions in UK and Swiss processes.People Management: • While I am reporting to the Manager - Operations Global Command Center I handle a team of 17 people across various mainframe and distributed system clients.• Responsible for annual appraisal feedback of the team.• Responsible for bi-weekly one on one with direct reportees, team appraisals, career development plans, etc.• Built strong hierarchy within the existing team.• Manage attrition.Process Management:• Responsible to manage the overall sigma scores and client KPIs for UK and Switzerland.• Attend steering committee meeting with stakeholders in various regions• Ensure process compliance within all the teams to achieve normal BAU.• Focus on fine tuning and building internal efficiencies within the team to render savings to the clients.• Attend annual governance meeting with the stakeholders. Show less

  • System Specialist

    Mar 2010 - May 2013

  • Senior System Analyst

    Mar 2009 - Feb 2010

  • Systems Analyst

    Mar 2007 - Feb 2009
• 

  Ibm

  May 2013 - Apr 2021

  • Technical Management• Infrastructure Support• Strategy Planning • Transition Management• People Management• Process Improvement • Client Servicing • Project Management • Reporting & Documentation

  • Technical Services Manager

    Jan 2015 - Apr 2021

  • Subject Matter Expert

    May 2013 - Jan 2015
• 

  Tata consultancy services

  Jun 2021 - Oct 2023

  Project manager