MSP1 Managed IT service Pvt Ltd.Head - NOC Service Delivery
Feb. 2010 - May. 2016Owner of end-to-end CUSTOMER NOC operations of Incident, Change, Configuration, Performance for the CUSTOMER NOC • Managed global teams including up to 28 direct and indirect reports; developed staffing plans, managed workloads, defined deliverables, hired resources, conducted performance reviews, and ensured compliance with established company policies.
• Instrumental in designing & owning Application Processes based on ITIL Standards.
• Monitor, control and Project delivery; ensuring systems, methodologies and procedures are in place and followed.
• Drive internal and third-party service review meetings covering performance, service improvements, quality and processes Meeting Support • Acted as first point of contact for all operational processes, client requests (Incident, Problem, Change and Request Management), escalations, etc.
• Served as Incident Commander and lead the service restoration process during major incidents
• Headed the role in service restoration, communication and root cause identification
• Resolve service issues and escalations together with the Client Manager
• Responsible to Measure and reviews service delivery standards and SLA.
• Achieved 99% compliance of meeting SLA's and KPI's.
• Work with Account Manager to ensure the account meets the service commitments to the customer.
• Responsible for identifying the risk, develop mitigation plan & communicating to Customer.