Experience

• 

  Hewlett packard enterprise

  Aug 2004 - Sept 2007

  Having Independent charge of developing the entire Technical and Process Knowledge Base for HP Global centers from the start up stage to close down, Taking care of providing training for the maintenance of the WOPR tool across Global centers in Dalian, Costa Rica. Handling 5 projects at a time for ISS, BCS, HPUX, Storage and Call Management teams across the globe.Responsibilities: Taking over the project from start-up phase to close down phase, assigning the modules to engineers and administrators across HP Community, scheduling the tele/ net meeting with the entire team on daily basis to get the status of the project.Updating the Global Database project for all the projects handled on weekly basis, preparing the training requisition, creating the technical document and the details, the design proposal summary with the support of Project Manager and Project engineers.Interacting with the global delivery centers in Dalian, and Costa Rica to understand the Scope and Implementation of the project, taking their feedback on every phase of the Project and final approval of the completion of the project. 收回

  • Project Specialist - Worldwide Operations Repository

    Jan 2007 - Sept 2007

  • Subject Matter Expert

    Sept 2005 - Dec 2006

  • Server Support Engineer

    Aug 2004 - Sept 2005
• 

  Hewlett packard enterprise

  Jun 2008 - Nov 2008

  Quality analyst

  • Conducted technical quality audits for engineers supporting ISS Servers • Provided detailed technical scores and feedback to engineers, recommending upskilling and improvement areas.

• 

  Hewlett packard enterprise

  Nov 2009 - Oct 2016

  Delivery lead and solution architect (irs deployment)

  • Optimized resource allocation by analyzing operational data and adjusting staffing levels according to demand fluctuations• Improved delivery efficiency by streamlining processes and implementing effective route planning strategies• Maintained process improvements to further enhance productivity of deliveries• Taking care of the Mission Critical and Enterprise clients for support on the Remote Support Technology software across the globe, maintaining the SLA of 95% and above, taking escalations and coordinating between the various region heads and customers• IRS remote deployment across Globe• Implemented automation, quality, and efficiency - Collaborated with clients to understand business requirements and define project scope, resulting in improved client satisfaction• Team lead for 12 L2 Engineers• Single Point of technical and functional contact for all the Regions for IRS implementation• Responsible for successfully transitioning the support for Insight Remote Support Software from different regions to Bangalore and laid the basic process for queue management, escalation management, case management• Responsible for driving various metrics like TCE, SLA, Case Age, FCR and RRTDM• Taking care of staffing across shifts and managing Technical Knowledge Base Management• Providing Training on IRS across different regions and PGUs• Part of TCE Task Force• Approver of Technical Documentation• Implemented IRS deployment as a Solution Architect for IRS deployment for a major service provider, bringing 28K servers/ equipment into one umbrella for monitoring devices 收回

• 

  Hpe aruba networking

  Nov 2016 - now

  • Leading and directing a team of 17 members including 2 Service Delivery Managers, PM, SA, Support Automation Experts, NaaS Delivery professionals to successfully deliver NaaS and Quick Start Programs• Lead end-to-end NaaS delivery for enterprise customers, ensuring high availability, security, and seamless network operations.• Responsible for strategic and tactical operations and resource planning, goals and prioritize for assigned organization based on business and technology roadmap and functional objectives.• Spearheaded remote Day 0 and Day 1 support initiatives, enhancing service coverage and response times.• Manages headcount, deliverables, schedules and costs for the organization, ensuring that the resources are appropriately allocated and that the goals, objectives and timelines and the budgets are met in accordance with the organizational metrics and business goals.• Engage with pre-sales, Service Delivery Managers, Project Managers and Tech Leads to communicate the Business Status, escalate issues, guide and influence strategic decision making.• Manage senior relationships (Customer Side) and manage escalated issues including setting expectations regarding deliverables, service quality, and schedule.• Manage relationships with key customers, partners, and internal stakeholders to drive strategic objectives• Identify opportunities to drive organizational initiatives and programs to support process improvements and cost reductions.• Spearheaded the automation of ClearPass Policy Manager (CPPM) upgrades, cutting deployment time by 60%.• Provide overall people care management for Direct reports, including Hiring, setting and monitoring of annual performance plans, coaching and career development. • Focus on early in Career members for skill development, identify talent and career progression within the organization. 收回 • Service Delivery Manager (Edge & Hybrid Adaptive Services) – Led a Team of 23 L2 engineers• Led the delivery of a complex transformation program, resulting in a 30% increase in efficiency and 20% reduction in costs• Enhanced service delivery quality by streamlining processes and implementing best practices• Evaluated service delivery against established benchmarks, ensuring consistent adherence to company standards• Maintained thorough case documentation, ensuring accurate records and efficient service delivery• Managed a team of L1 & L2 engineers, business analysts (Reporting), and change managers, ensuring successful delivery of all program components• Developed and maintained strong relationships with senior stakeholders, influencing and negotiating to achieve program objectives• Delivered analytical reporting & decision support dashboards to the field operators and the business• Managed employee performance, set clear goals, objectives, delegate functional leader responsibilities and inspiring performance against those objectives• Created presentation, dashboards & KPIs to drive accountability, monitor and stabilize the platform and maintain high confidence in our SLAs• Ensured effective management of claims and make recommendations of corrective actions when appropriate• Conducting Annual Appraisals, decision on increment and Bonus• Also finalize e-awards budgets for the center for every quarter 收回

  • Senior Operations Manager

    May 2022 - now

  • Service Delivery Manager

    Nov 2016 - Apr 2022