Targeting senior level assignments in IT Service Operations/ Infrastructure Management/ Production Support/ NOC Operations with a reputed organization

• Acknowledged for strengthening process in highly competitive environment, delivering multifunctional expertise; experience of 16 yearsmajorly in Infrastructure Management, Business Communication Process,NOC Operations Support, and Event Resolution with rich exposure to International Client Management
• Led & executed various initiatives which resulted in organizational development; imparted training & developed new SOPs, ensured resolution of maximum escalation or outages at first point of contact
• Hands-on experience & broad-based expertise in managing production issues, providing instant & long-term resolution, coordinating operations for overseas and informing issues to key stakeholders
• Implemented a process of sharing escalation to senior management in timely manner, thereby enhancing the speed of mitigation; monitored infrastructure tools for system alerts, performance & actionable reporting
• Right blend of local &international exposure in USA, and India; supported recruitment for IT Infrastructure/NOC OperationsSupport, led a team of 25 Engineers and supervised Incidents Management & Communication Process
• Ensured Service Level Agreement (SLA) adherence;established 24X7 monitoring mechanism, mandatory escalation metrics&production support based on industry best practices