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Work experience

Nov 2008Present

Associate Manager Service Delivery

  • Working as a contractor with Sun Microsystems on their enterprise wide, Oracle upgrade project. Escalation point for Sun users and management for Oracle Application problems of high impact to business in both the production and development environments.
  • Managing crisis/technical calls containing multiple teams for high priority P1 escalations and provided problem solving guidance.
  • Assembled documentation and notifications to provide technical updates to both management and support teams for current status and upcoming action plans.
  • Monitoring Service Desk P1 tickets for proper communication and updates to the end user base, escalated tickets towards resolution as needed.
  • Directed technical conference calls with multiple development, IT teams and management on escalated Oracle incidents, driving them to closure with a resolution or suitable work around.
  • Provided problem solving guidance during technical calls to keep the teams on track and focused in order to restore Oracle service as quickly as possible.
  • Supplied communication to Sun management, CSC management, IT teams, development and Sun employees.
  • Monitored, identified and Escalated P1 and P2 tickets, making sure that there are proper updates and that the proper team is addressing the issue.
  • Maintained web based dashboard with details of all current escalated incidents.
  • Driving teams on metrics through daily calls.
  • Generating metrics week on week basis for client meeting to leadership team
Sep 2002Nov 2008


GE India Innovation Centre - Sept 2007 - Nov  2008

Designation – AnalystRole – Vendor Management Leader – Business Intelligence – Operations/Transition.Responsibilities -

  • Handling 10-member above team of vendor.
  • Successfully lead smooth transition of BI support from EU and US to India for 3 GE businesses – saving $ 170M to business.
  • To handle operations and support of BI.
  • Set up process which improved operations efficiency and commitment on Say Do.
  • Instrument in driving metrics by maintaining above 98% of closed cases.
  • Currently in the process of identifying and transitioning addition task to vendor team.
  • Involved in team engagement by setting – Share Your Knowledge a monthly session.
  • Point of contact to handle escalations and meet business SLA’s.
  • In process of setting up 24*7 support operations.
  • Received appreciation award for successful transition.
  • Primary SPOC for setting up Knowledge Management

Service Level Management (ITIL) (July 2006 – Nov 1st2007)

  • Among the first seven to be certified in IT Infrastructure Library (ITIL) in GE India Innovation Centre.
  • Single Point of Contact for Service Level Management related queries.
  • Second Point of contact for GE Industrial – Global.
  • Instrumental in setting up Service Level Agreement (SLA) for critical application like BMC Patrol, CICS which is a mainframe application.
  • Initiated process for collecting information from application owners like Oracle , Siebel.
  •  Trained on HP Service Center by HP in Louisville (US).
  • Train Incident/Problem management team, currently working on Kintana on HPSC.
  • Participated in workshop with HP Group at Louisville - US in giving requirements with respect to design and workflow for HPSC from Incident, Problem Management point of view.
  • As a works lead drove team to setting up process and building Knowledge Management pool. Which was well appreciated by leaders

Network Operation Center  - Global Command Centre (Oct 2004 - June 2006)      Introduction –Global Command Centre is a single point of contact across the globe for General Electric to handle and troubleshoot issues pertaining to network, servers and monitoring category 1 application of GE Industrial Business      Roles and Responsibilities

  • Handling request for restarting applications on Unix boxes and backup of logs.
  • Shift Manager- Handled a team who are more than 3 to 15 years experienced, and responsible handling escalation.
  • Interact with various team members to handle their request and to work on projects.
  • Provided training to new hire on day to day activities like Unix restarts, Network Trouble shooting, Monitoring and Escalating Critical application.

    Other Initiatives

  • Completed Green Belt project – Laptop Tracking System & Sales Drill Down Application
  •  Mentored other Green Belt Projects (Employee Relieving Process) to achieve certification.
  • Completed two LEAN project

            (a) Teamsite Account Request (b) Restart Request for Application.

  • Successfully completed Service Catalog Project which is appreciated by IT Leaders in US in ITIL Team.
  • Documentation project, which involves gathering information of various network and servers from network and server team of GE Consumer & Industrial business and make sure that this, collected, is available to the team at a single location.
  •  Trained 20 members on ITIL
  • Part of the recruiting panel to short list and interview candidates for NOC and ITIL which include Service Level Management and Configuration Management.



GE Capital International Services (Sep 2002 – Sep 2004)  

  Roles and Responsibilities

  • Provide technical support on Business Specific Applications and Hardware related issues including Remote Access to a client base of 50,000 Users based in UK and GE Industrial System, GE, US.
  • During the Organisation restructure was assigned the responsibility to train India and Dalian helpdesk of GE Infrastructure Business on business specific application so that they could handle users who would be moving from GE Industrial System to GE Infrastructure business.
  • Single points of contact to help team in resolving technical issues related to application and handle escalation from users and second level team.


  • Applause Award – Successful transition of GE Appliance, GE Lighting and GE Power Control BI Operation support to Vendor. 2008
  • Received special appreciation award from global helpdesk manager for GE Industrial.
  • Received team award for displaying outstanding values of GE value
Jan 2001Apr 2002

Customer Care and Business Development Executive

Kedia Infotech Limited

Kedia Infotech Limited  (Jan 2001 – April 2002)    Customer Care and Business Development Executive

  •  Worked as customer care and business development executive, which involves bring business to the company to develop webpages for other business establishment and companies and take care of the maintenance of websites and database.
  • Later, took care of hiring, staffing of employees of the company.
  • Handle customer queries and fixing the issues effectively.


Aug 2001Apr 2002

MBA - Human Resource

Osmania University
Jul 1999Mar 2001

MBA - Marketing

OsmaniaOsmania University


To play key leadership role to achieve companies goal by maintaining it values, which turn would help me achieve my objectives.



Dec 2005Present

Six Sigma - Green Belt

General Electric
Jul 2006Present


Sep 2009Present