Senior Manager Technology Operations
SRI GARUDA ENTERPRISES
Total years of experience :27 years, 2 Months
Spearheading day-to-day operations aimed at enhancing profitability for the company; performing key roles as a:
Operations and Marketing Lead for Products, Business Development, Sales and deliverables within Tamil Nadu
Sales Director, participating in project review meetings for evaluating project sales, development and deliverables
Technical Director resolving issues for reducing defects, increasing productivity and improving safety & work environment.
Handled IT Infrastructure Business Development, Sales, Support and Deliverables on all Business Projects within India, as a Management & Technical Lead;
Attended business meetings for project evaluation and deliverables for sales productivity
Participated in project review meetings for evaluating project progress, resolving issues, to improve productivity/ work environment.
Worked as Design & Support Team Lead for design, development, support and delivery of robust and cost-effective solutions for both
Business and IT led initiatives; coordinated with Senior Management and HODs for implementing policies & procedures in line with core
organizational objectives; defined and implemented operational strategies as per overall business strategy
Participated in project review meetings for evaluating project progress & resolving issues for automation of Internal and Manufacturing
process by reducing defects, increasing productivity and improving safety & working environment; provided:
Procurement support through RFT co-ordinations and bid evaluation process to define telephony (PABX, IVR, CTI, Application and
Telecom Networks) standards
IT Service Support delivery including Incident - Level 3 & Problem Management along with change review and management
Liaised with vendors, reviewed bids/service contracts, and gave recommendations to Enterprise IT Architect and Operational
Management; determined the technology standards and roadmap of applications for domain
Managed with complete responsibility for ensuring adherence to the annual maintenance contract over AED 12 Million and monitoring
the SLA reports for all Telecom/PABX systems and IT applications around Emirates Group network globally.
Asia, Africa, Middle East, Europe & UK and The Americas over 148 stations and 5 regional call centers (Bombay, Dubai, Johannesburg,
Manchester, Melbourne, New York) and 16 operational applications.
Worked closely with Finance, Business Operations and Customers to ensure effective delivery & implementation of additional IT
/Telecom infrastructure, End-User Devices, Software & Services; liaised with support team to ensure timely and accurate delivery of
support /service teams’ performance and chargeback reporting services
Functioned as a Member of the Managed Services Solutions governance team and attended regular meetings with customer; provided
full Service and Management reporting information to business and Customer units as per Governance Schedule defined/requested
Liaised with vendors for accurate approval and hardware delivery, deployment of all contracted PABX & Server OS upgrades within
Emirates Airlines Network Globally.
Conducted & benchmarked testing on Philips N V products (PABX’s, ACD, ISDN, Network Services) in coordination with Etisalat
(Emirates Telecommunication Company) / Evaluating Committee at Central Electronic Repair Workshop (CERW) in Etisalat HQ, Abu
Dhabi for Philips Communication Systems B.V. (Holland) Products to launch in UAE.
As a Service Delivery lead focus on established and maintained positive client (Etisalat - Emirates Telecommunication Corporation)
relationships from an operational and strategic perspective.
Managed and utilized client relationship management skills to maintain and renew exiting contracts, as well as to obtain additional
revenue within the assigned account relationship.
Take ownership of Etisalat - Philips products operational needs and steward throughout organization as required.
Identifying and recommending resolutions to all Customers issues preventing the Customer from placing 100% of Customers business on
Company’s products and Services.
On-going support for advanced or escalated questions/issues/problems.
Continuously seek opportunities to increase customer satisfaction and deepen client relationships, revenue, profitability and loyalty.
Act as a product expert and assist clients in achieving maximum ROI through consultation, training and analysis for all of the Etisalat
/Philips Company’s customers assigned including technology Expert on assigned products and services, post-training assessment review
and recommendations and Communication for all system enhancements.
Prepare clients for upcoming software /Hardware releases and ensure they are current on available functionality and to meet their
requirements.
Adherence to Internal and Industry Risk and Compliance rules and responsibilities.
Responsible for assuring the Company’s compliance with its obligations under the partner agreement and the Service Level Agreement.
Maintain understanding of Gulf /Middle East market and industry dynamics, including applicable regulations.
Executed turnkey projects like the 600 lines EPABX with ACD, DECT handsets facility installed at Gulf News and 1024 Lines EPABX with
Group Services including Voice Mail systems and Call Management System installed at Deira City Centre, Dubai and the EPABX with
Inter-continental (Abu Dhabi) ISDN Link (PRI-2MB) between Abu Dhabi and Paris cities for Technip Geo-production (French Engineering
giant) and other hotel systems installation includes Call Management system interfaced with the hotel's mainframe billing system.
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