Service Delivery Manager
Microsoft India Pvt. Ltd.
Total years of experience :24 years, 1 Months
Working as service delivery manager for Network and Telephony incident teams, making team adhere and deliver incident management service based on ITIL and Operate process guidelines.
Lead the team in transition of network & telephony incident management service.
Received “Deliver IT” award for driving team during Japan earth quake crisis situation
Was part of network escalation team which was handling technically complex and high impacting issues, played key role in transitioning the 24x7 support to India.
Took on additional project “Six sigma green belt” quality project for reducing Mean time to resolve (MTTR) for network incidents.
Received multiple “IT Pro” and “Deliver IT” awards.
Designed, implemented and maintained network and telephony system for about 800 users spread across three locations, managed customers in-house network and VPN connectivity, designed and implemented tolls and services like Windows patching, antivirus, network monitoring tools, etc., lead the team to ISO 27001 certification.
Received “Going Extra Mile Award - 2005” for showing exceptional dedication and commitment to work.
Designed and Implemented network structure cabling solution for major organizations in IT and non-IT sectors. Played lead role in talking to customer, understanding their requirement and proposing solutions to meet requirement and lead the team in implementing the projects.
Played lead role in implementing “Wide Area Network” for Agriculture University spread across multiple cities, designed and implemented L3 switching network for IIIT university, etc.,