Download PDF


Manager Operations & Projects Consultant - ITIL V-3 + Six Sigma Yellow Belt Certified

CAREER Summary

MBA with 08+ years of experience across diverse organizations INDIA & GCC, offering excellent Business Operations & Project Management experience & background of repeated success implementing best practices; proven track record of implementing complex cross-functional strategic initiatives and incorporate processes and policies, unique to the needs of business; exploring challenging assignments as senior level role with an organization of repute

Employment History



  • Manage Operations team and Drive operational SLA’s
  • Document data for each stages of operations for developing measured action plans
  • Interact with internal & external clients on a daily basis for any transitional updates / changes /problems rectification
  • Involve production team/ testing team for reviewing each project implementation stages
  • Review the data/requirement collected from clients & discuss necessary actions with the operations team for implementing service strategy & deliverables
  • Use necessary communication channels to resolve complex issues involving stake holders
  • Manage external vendors for any infrastructural /component capacity requirements
  • Interact with quality team to find RCA and implementing suggest changes required
  • Work as team player to motivate and understand team strengths for delivering required skills
  • Interact with IRT team for instant query resolutions at the same time refer KEDB to understand and reduce impact level on day to day business operations.
  • Responsible for end to end service delivery on agreed SLA
  • Coordinate with Support functions HR/Admin/Logistics/Technical/WFM for smoother operational flow

custom dated section


Key Accounts Manager - Service Dellivery

  • Creating and periodically re-negotiating Service Level Agreements with the assistance of Sales and the maintenance line manager;
  • Translating customer requirements into working instructions for Delivery; creating Procedure and Agreement Documents (PAD);
  • Mitigating and solving escalations with urgency and determination;
  • Providing detailed reports as per an agreed schedule (or on request), including management and account performance reports;
  • Managing the transition phase of transferring the functional, technical and procedural knowledge to our maintenance and support organization;
  • Building and maintaining customer relationships;

     Ensuring that quality services are delivered with regard to the agreed SLA

Custom dated section


Subject Matter Expert - BPO  US/UK Voice Process 

  • Resolving AOL Software Connectivity Issues over the Phone & Chat
  • Client Query Resolution and Level 3 Escalation Support (ISP/Broadband/Narrow Band)
  • Managing IT Service Desk Support for Windows & Mac Platforms
  • Work as SPOC for all FST (Field Support Team)
  • Record onsite incident and collect data to resolve SLA issues
  • Properly escalate unresolved queries to the Command Center US
  • Track, route and redirect problems to correct resources
  • Update customer data and produce activity reports
  • Walk customers through problem solving process using real time tools (Sherlock & Merlin)
  • Follow up with customers, provide feedback and see problems through to resolution
  • Utilize excellent customer service skills and exceed customers’ expectations
  • Ensure proper recording, documentation and closure
  • Recommended procedure modifications or improvements




National Institute of Management

Marketing & International Business



Kanpur University



Diploma in Business Administration

National Institute of Management

Business Administration 

Areas Of Expertise

Project Coordination
  • Business Relationship
  • Financial Management
  • Stake Holder Management
  • Supply Chain Management
  • Risk Management
  • Team Management
  • Infrastructure Management
Operations Management
  • People Management
  • Process Excellence
  • Problem Management
  • Quality Management
  • Service Delivery Mgmt
  • Change Management
  • Transition Management

Administration & Logisitcs Support
  • Facilities Management
  • Employee Management
  • Contract Management
  • Tendering /Bidding
  • SOP & ISO, Safety
  • Inventory Management
  • Asset Management
  • Logistics Management

Core Skills

  • Complete Life cycle of the Project from Kick off to Sign Off Stage
  • Resource Allocations as per Project requirements
  • Project Budgeting & Costing
  • Quality & Monitoring of SLA
  • Preparing Techno Commercial Quotations & Contracts with SOP

 Led and developed full scale project plans and executions.

  • Responsible for more than one cross-company project at a time.
  • Defined the project scope of work, financial plan, its goals and delivery – Managed all aspects of the project business plan and budget.
  • Managed the operational, financial and technological aspects of projects based on time-lines and work plans.



  • Excellent communication skills
  • Positive attitude
  • Flexible & Adaptable
  • Self Confident
  • Ability to cope with failures
  • Able to learn from mistakes
  • Good analytic and planning skills
  • Good interpersonal skills
  • Well organized and detail oriented
  • Multi Tasker
  • Team Player

Personal Details 

Passport Details: Number H-9519370

Issued at          : Bangalore - INDIA

Issued Date      : 21-01-2010

Expiry Date      : 20-01-2020

Marital Status   : Married

Contact Number: +919945919914

Languages Known

  • English                         - Fluent
  • Hindi - Fluent
  • Urdu - Fluent
  • Arabic - Working Basic
  • Kannada - Fluent
  • Marathi - Basic
  • Tamil - Basic