• Leading Technical Assistance Center (TAC) operations with a team of over 350 engineers and managers.
• Managing Telecom and Storage Solutions TAC projects valued at $21M, covering pre-deployment, deployment support, and post-deployment services.
• Enhancing service excellence and client engagement while focusing on IT service management and strategic leadership.
• Collaborating with executive teams to develop business strategies, propose innovative solutions, and achieve high-impact outcomes.
• Driving continuous improvement initiatives to enhance operational efficiency and reduce costs across TAC operations.
• Implementing advanced analytics and reporting tools to monitor performance metrics and optimize resource allocation.
• Establishing robust training programs to upskill engineering teams and promote knowledge sharing within the organization.
• Facilitating cross-functional collaboration between engineering, sales, and customer support to align project goals and client expectations.
• Overseeing the development and execution of product roadmaps to ensure alignment with market trends and customer needs.
• Evaluating emerging technologies and industry trends to identify opportunities for innovation and competitive advantage.
• Building strong relationships with key clients to understand their needs and ensure high levels of satisfaction with TAC services.
• Advocating for best practices in project management and service delivery to enhance team performance and client outcomes.

Achievements :

• Directed Technical Assistance Center (TAC) operations across multiple domains, contributing to an annual project value of $21 million.
• Achieved exceptional service delivery metrics and elevated client satisfaction through effective leadership and strategic planning.

Senior Manager – Operations (July, 2015 – August, 2020 )

• Managed Avaya Data TAC, VMware SDWAN TAC, and IKEA TRADFRI solution support on AWS in a 24/7 environment.
• Led security consulting projects for Nokia and directed GoGo NOC support, overseeing a team of 100+ engineers and managers.
• Developed strategic business proposals and presented quarterly and executive business reviews, ensuring financial health and quality metrics for projects.
• Streamlined operations across multiple teams to enhance efficiency, reduce response times, and improve customer satisfaction metrics.
• Managed resource allocation and workforce planning to ensure adequate staffing levels during peak times, optimizing team performance and service delivery.
• Collaborated with product development and engineering teams to ensure alignment of operational capabilities with business objectives and customer needs.
• Identified operational risks and developed mitigation strategies to ensure business continuity and adherence to compliance requirements.
• Cultivated strong relationships with key clients, serving as the primary point of contact for escalations and ensuring timely resolution of issues.

Manager – Operations (August, 2011 – July, 2015)

• Led a 40-member team providing 24/7 Avaya TAC support globally, achieving 100% KPI and SLA adherence for five years.
• Supervised TAC support for the 2014 Winter Olympic Games in Sochi, Russia, while designing performance management reports.
• Implemented a rewards and recognition program and developed business consulting strategies to enhance team performance.
• Conducted regular performance reviews and coaching sessions for team members, fostering a culture of continuous improvement and professional development.
• Collaborated with cross-functional teams to streamline processes and enhance service delivery, resulting in improved customer satisfaction ratings.
• Managed budgeting and forecasting for the operations team, ensuring alignment with organizational goals and financial targets.

Assistant Manager – Operations (November, 2009 – August, 2011)

• Directed a 22-member team for Cisco TAC support in the EMEAR region, attaining a TSAT of 4.97.
• Oversaw service delivery for network security solutions and acted as the primary contact for talent acquisition, interviewing and hiring over 200 engineers.
• Implemented training programs for new team members, resulting in a 30% improvement in onboarding efficiency and team performance.
• Analyzed performance metrics and provided actionable insights to senior management, leading to improved service strategies and client satisfaction.
• Collaborated with cross-functional teams to resolve escalated customer issues, achieving a resolution rate of 95% within defined SLAs.
• Developed and maintained comprehensive documentation for operational procedures, ensuring compliance with industry standards and best practices.

Technical Lead (September, 2006 – October, 2009)

• Oversaw the transition of the Cisco TAC Security team from Convergys to Aricent, establishing a new TAC lab and performance benchmarks.
• Provided technical training and devised communication strategies to enhance KPI performance.
• Led cross-functional teams in troubleshooting and resolving complex technical issues, improving resolution times by 20%.
• Designed and implemented best practices for technical documentation and knowledge sharing, enhancing team efficiency and onboarding processes.
• Conducted regular performance assessments of team members, providing mentorship and guidance to foster professional growth.
• Developed and executed training programs on new technologies and tools, ensuring team members remained updated with industry trends.

Achievements :

• Transformed the Avaya contract model from T&M to an outcome-based approach, enhancing project stability and success rates.
• Maintained an outstanding Avaya CSAT score of 4.6 and achieved an NPS >90% across all projects.
• Reduced annual attrition to 3% while scaling the team from 32 to over 100 engineers.
• Consistently achieved 100% adherence to KPIs and SLAs over five years.
• Earned the “Passionate for Excellence” Award and multiple ACE WOW awards for team and individual excellence.
• Delivered a record-breaking TSAT score of 4.97 while ensuring minimal attrition rates.
• Streamlined KPI processes and implemented a performance-driven promotion system for engineers.
• Successfully transitioned the Cisco TAC Security team and designed a comprehensive training program for new hires.

• Led a team of 40 engineers and established a state-of-the-art Cisco lab to improve operational efficiency.
• Focused on PIX/ASA firewalls and VPN solutions while delivering technical training to onboard new team members.

Achievements :

• Earned recognition for both team and individual excellence, showcasing a commitment to high performance.
• Designed and implemented impactful training programs to onboard and empower new hires effectively.

Recognitions and Milestones

Individual Recognitions:

• Honored with Aricent Annual Award for “Pursuit of Excellence” (2011-2012).
• Celebrated with the ACE 10-Year Milestone Achievement (September 2016).
• Recognized with the ACE WOW Team Excellence Honor (January 2016).
• Awarded the ACE WOW Individual Excellence Recognition (March 2015).
• Recipient of the Leadership Excellence Award (October 2013).

Client Recognitions:

• Awarded the prestigious Circle of Excellence Award by Avaya.
• Earned the Collaboration Champion Honor from Avaya.
• Recognized with the Client Choice Excellence Award by Avaya.
• Received the Voice of Client Distinction from Avaya.

Leadership and Mentorship:

• Nominated and successfully recommended 7 Annual Award winners.
• Mentored 87 achievers of the ACE WOW – Individual Excellence Award and 60+ teams receiving the ACE WOW – Team Excellence Award.