Delivery Manager at Clover Infotech / SUD Life Insurance Company (2026-11 – Present)
- Manage the EUSG Team
- Implemented and enforced security policies including access control, password policies, and user privilege management
- Managed projects related to India's IT operations and reported to the management on its progress and variance
- Designing and executing IT infrastructure roadmaps aligned with business goals
- Maintained office staff by recruiting, selecting, orienting, and training employees
- Maintained office staff job results by coaching, counselling, and disciplining employees; planning, monitoring and appraising job results
- Monitored systems for security threats, vulnerabilities, and unauthorized access
- Ensuring the Software Licensing Compliance
- Coordinate with the vendor for procurement
- Delivering infrastructure upgrades, migrations, and deployments on time and within budget
- Performed regular system updates and patching to ensure compliance and protection
- Identify areas of improvement
- Review daily, weekly, and monthly reports on the help desk team's productivity with the help of the MIS Team
- Security compliance Activity (Monitoring, Troubleshooting, Reports)
- Accountability on task (Ticking tools, Mails, AV, ITSM)
- Troubleshooting OS (Mac, Windows, Ubuntu, etc.)
- Conducted security audits and compliance checks
- Data Loss Prevention (DLP). BIT-Locker drive encryption report
- Implementing ITIL practices, automating workflows, and improving system uptime
- Managed endpoint security using antivirus, firewall, and patch management tools
- Tocket management and share reports monthly basics
- Critical incidents, root cause analysis, & ensuring SLA compliance
- Ensuring data protection, access control, and regulatory compliance
- Bridge call in incident management (MUD and Infra Send to client)
- Vendor follows and uploads the PO to the Company Portal
- Maintained backup and disaster recovery (DR) processes to ensure business continuity
- Ensured data protection and confidentiality across systems and networks
- All compliance is done and the internal Audit
Associate Process Manager at Eclerx Services Ltd. (2021-08 – 2026-11)
- Led a team of 25+ L1/L2 engineers across multiple locations, ensuring SLA and KPI compliance
- Managed End User Services (EUS) operations, delivering high-quality IT support to business users
- Acted as the Incident Manager for P1/P2 incidents, leading bridge calls and coordinating with cross-functional teams
- Monitored ticket queues, backlog, aging tickets, and first-call resolution to improve service performance
- Conducted daily operational reviews and published SLA, KPI, and productivity reports to management
- Managed client escalations and ensured timely resolution while maintaining high customer satisfaction
- Implemented ITIL best practices for Incident, Problem, Change, and Request Management
- Coordinated Windows 10/11 migration, hardware refresh, software deployment, and endpoint lifecycle management
- Managed Office 365 administration, Active Directory user management, VPN, and remote support services
- Oversaw endpoint security compliance including BitLocker, DLP, antivirus, patch management, and vulnerability remediation
- Coordinated with vendors for hardware procurement, warranty support, AMC management, and service delivery
- Performed Root Cause Analysis (RCA) and implemented preventive actions to reduce recurring incidents
- Managed IT asset inventory, software licensing compliance, and audit documentation
- Developed Standard Operating Procedures (SOPs), Knowledge Base articles, and process documentation
- Conducted team training, performance reviews, coaching, and mentoring to improve technical and customer service skills
- Collaborated with business stakeholders to improve service quality and drive continuous process improvements
- Planned resource allocation, engineer rosters, shift management, and workload distribution
- Ensured compliance with internal audits, information security policies, and regulatory requirements
- Supported Disaster Recovery (DR) activities, backup validation, and business continuity planning
- Identified automation opportunities and implemented process improvements to increase operational efficiency
Incident Management Team at Axis Bank Pvt Ltd (2021-12 – 2022-07)
- Prepared and analyzed MIS reports, ensuring accurate data-driven insights for management decision-making
- Generated and reviewed bridge call incident reports to track, escalate, and resolve critical issues within SLA
- Monitored and managed incidents using Demisto ticketing tools, ensuring timely resolution and proper documentation
Project Handling L2 at SUD Life Insurance Company. Ltd / Comnet Solutions Pvt. Ltd. (2021-05 – 2021-11)
- Monitor HP Ticking tools and follow up with pending call
- Monitoring portal and update of Antivirus, Firewall, Storage etc.
- Documentation like IMAC, inventory, roster, MIS report
- Troubleshoot High Severity incidents & Provide RCA
Team Leader at Welspun India Private Limited / Team Computer Pvt Ltd. (2018-04 – 2020-06)
- Perform Incident, Problem & Change Management using assigned Tools
- Troubleshoot High Severity incidents & Provide RCA
- Monitor IDC Ticking tools
- Participate in calls with the client to understand expectations, provide feedback and reports and resolve queries or escalations (Desktop, server, network, application IT Asset)
- Maintained IT asset inventory and updated documentation for hardware and software
- Escalated complex technical issues to L2/L3 teams with proper troubleshooting details
Team Leader at Tala Properties Pvt Ltd. (2017-06 – 2018-04)
- AMC contracts (All technical equipment) – Defining scope of work, Vendor analysis & Performance analysis of current vendor
- Handing VIP call (Office 365, MacBook Air, iPhone, iPad, Mail issue)
- Provided technical guidance, mentoring, and coaching to improve team performance
- Managed IT asset inventory, IMAC activities, and software license compliance
- Planned engineer rosters, leave schedules, and resource allocation across multiple locations
Senior Associate (E2) at STATE STREET SYNTEL SERVICES PVT.LTD (2013-04 – 2017-05)
- Update tickets with details on progress of each issue logged by our end users
- Responsible for handling all issues through resolution in a timely manner
- Quality checking and auditing of work carried out by the Desktop Support team
- Perform routine tasks required for application maintenance
- Prepare new servers for application install including OS installation and updates for the hardware
- Troubleshooting and resolving OS, application and hardware issues
- Worked on Remedy, ISM & HP ticketing system
- Installation of network printer as well as local printer and maintain page count report of network printer
- Installation of McAfee 8.7 patches 3 antiviruses
- Manage and be responsible for the personal and technical development of the Desktop Support Team
