About
IT operations and service delivery professional with 20+ years of experience across technical support, customer support operations, application support and enterprise service management. Currently working as Senior Manager – Program & Project Management, managing multiple processes within a client account and supporting service delivery across multiple teams. Experienced in operational governance, KPI and SLA performance, workforce and capacity planning, case management, escalation management and corrective action planning.
Experience5
Senior Manager – Program & Project Management
Feb 2023 — PresentLTIMindtree Ltd. · Hyderabad, India
Manage multiple processes within a client account and support service delivery across multiple teams. Lead day-to-day operational delivery, tracking performance against KPIs, SLAs and client expectations, and oversee case intake, allocation, prioritization, backlog ageing and closure. Review performance through weekly and monthly business reviews, coordinate corrective actions and escalations, and support workforce planning, service transitions, process improvements and automation-driven efficiency initiatives.
- Achieved over 90% SLA compliance
- Led teams of approximately 10–35 members
- met CSAT/SSAT month on month
Senior Consultant – EBC & VMT Operations
Apr 2022 — Feb 2023Ernst & Young (EY) · Noida, India
Managed domestic and international address verification and background-check operations, with attention to accuracy and compliance. Supervised high-volume data validation and process workflows, worked with clients and internal stakeholders to resolve issues, and collaborated across regions to support process consistency and reduce SLA deviations.
Deputy Manager – Technical Support
Jun 2007 — Mar 2022Concentrix (formerly Convergys India Services Pvt. Ltd.) · Gurgaon, India
Led technical support teams of approximately 10–35 members, supporting Tier 1 and Tier 2 escalations for Microsoft programs. Monitored performance and coached teams, supported recruitment and employee development, and designed and delivered training for new joiners. Worked with global client stakeholders to implement support workflows and improve customer experience, and served as a Subject Matter Expert for Windows troubleshooting and support-process improvement.
- Achieved over 90% SLA compliance
- Led teams of approximately 10–35 members
Technical Service Officer
Jun 2006 — Jan 2007HCL Technologies · Noida, India
Provided technical support for broadband and telecom services, focusing on first-time resolution and service quality. Diagnosed and resolved complex technical issues for British Telecom program customers, and supported new-batch training and mentored support engineers on troubleshooting and customer communication.
- Mentored 15+ support engineers
Technical Service Officer
Oct 2005 — Feb 2006Wipro Technologies Ltd. · New Delhi, India
Delivered remote hardware and software troubleshooting for Dell customers. Acted as Floor Support Officer, assisting new hires during live production and reinforcing first-call resolution practices. Supported customer satisfaction through process compliance and quality-assurance activities.
Education3
Bachelor of Arts (B.A.)
2022Veer Bahadur Singh Purvanchal University, India
Diploma in Hardware & Networking
2022Jetking Institute, New Delhi, India
12th Standard
2022Baldwin Methodist College, Bengaluru, India
Certifications2
Foundation Certificate in Senior Management
2014Technical Training in Microsoft Program
Convergys