Timeframe: May 2009 till date, Customer: Bharti Group Role: Program Director for multiple programs and projects under Bharti Group Scope: 5 year outsourced deals from Airtel for contact center technology solution design and implementation (CCT), International Calling System (ICS) , SAP Implementation and sustenance at Bharti Field Fresh and Beetel Responsibility: Program Director, responsible for providing consultation and overall program governance to Bharti for Implementing and managing Services Delivery Operations for all IT Infrastructure Services Requirement and business understanding, solution designing and implementation of contact center technology infrastructure and solutions Responsible for definition and implementation of Service delivery processes compliant to ITIL framework and driving process improvements for improving service optimization, improving service level compliance, cost benefits and standardization of best practices Contractual Compliance and Contract management Measurement of new transitions of new clients and projects Monitor change control and risk management. Responsible for audits against defined processes Maintaining Program level Issue/Risk register with mitigation and contingency plan Timeframe: January 2008 till May 2009, Customer: Saudi Arabian Airlines Role: Program Director, TAMKEEN Scope: 5 year outsourced deal for the complete technology transformation and operation optimization of the Saudi Arabian airlines largest international airlines in the Middle East, to build an effective and efficient managed IT Infrastructure enabling enterprise-wide customer-centric service Responsibility: To acquire, build, and implement IT Infrastructure and best in class Airline Applications across all SBUs of Saudi Arabian Airlines Setting up Tier III and IV Data Centers across the Kingdom Implement secured converged network supporting voice, video and data Setting up centralized 247 IT Helpdesk, ITIL and ISMS processes implementation Implementation of Single Sign On and Organization readiness for SOX Compliance Responsible for program governance and service delivery for achieving business benefits i.e. faster rollout of technology and applications, global standardized processes, defined service levels for business availability Timeframe: April 2006 till December 2007, Customer: Maruti Role: Project Director-Maruti Dealer Management System Scope: The scope of the project is to provide effective ERP system to meet the dealers requirements and up To TILL information on Sales and Service data to Maruti. The project includes Application Management, Database Management, Server and OS Management, Network Management, Security Management, Backup and Recovery Management and Vendor Management. Responsibility: Business process re-engineering for all processes related to customer loyalty and customer relationship management Imbibe localized excellence to a standardized process Develop and Implement all processes for 300+ dealer organizations to achieve uniform customer experience Integrate Maruti and dealer processes including both life cycles i.e. customer life cycle and vehicle life cycle Responsible for program governance and service delivery for achieving business benefits i.e. better sales forecasting, higher conversion ratio, improved sales management, reduced inventory levels and higher retention levels Timeframe: April 2005 till March 2006 Role: Regional Business Manager - Services Responsibility: Responsible for Sales and Delivery of Intel Based services, Microsoft Projects, Security related Projects in Northern India (North1, North 2, and North 3 Regions) Timeframe: April 2004 till March 2005, Customer: Wipro Infotech Role: Business Head, Wipro Infotech, Chandigarh Scope: Complete center business and operations Responsibility: I worked in Wipro Infotech at Chandigarh as Business Head, responsible for Sales and Profitability of all Businesses of Wipro Infotech i.e. Technology Product Division, Professional Service Division, Solutions, Consultancy and 01 market. Major achievement includes revival of PC Business in Chandigarh Region besides large breakthrough (100 Mn Order) in Himachal Pradesh Government. Also responsible for all the government and banking business through DGSnD and NICSI Timeframe: April 2003 till March 2004 Role: Business Head, North2 Region Scope: Sales and Services Responsibility: Responsible for the Sales and Services of all Wipro manufactured products and other product lines such as CISCO, SUN, MICROSOFT and DELL Timeframe: July 2000 till March 2003 Role: Regional Channel Manager, Delhi Scope: North Responsibility: Responsible for Sales Booking/Billing of Services Revenue through Channel partners in Entire North. Handling more than 23 Service Partners and managing more than 95Mn of Service Revenue Built and Established Service Delivery Model for Service Partners Timeframe: March 1999 till June 2000 Role: IT Head, Quark Media Responsibility: Responsible for setting up IT Infrastructure at Quark Media (India) and subsequently upgrading and sustenance Responsible for evaluating various technologies, managing relationships with IT Vendors and Implementation of Oracle Financials across Quark Timeframe: August 1997 till February 1999 Role: Area Manager Scope: Chandigarh Service Operations Responsibility: Responsible for Sales and Delivery of Service responsible for the Channel Sales at Chandigarh Timeframe: April 1996 till July 1997 Role: Sr. Channel Executive at Chandigarh AO Responsibility: Responsible for Service Sales and Delivery Business through Service Channel Partners Implemented Service Delivery Model Timeframe: November 1990 till March 1996 Role: Customer Support Engineer Responsibility: Responsible for support operations Handled various Geographies and Customer Specialized in Customer Support for Networking and Sun for various prestigious projects like PTL, Vardhman, and Army etc Significant achievements Received appreciation from Group IT Head for stabilizing Contact Centre Solution for Airtel Received award from Senior Vice President -Saudi Arabian Airlines for technology and operations transformation Received Wipro Presidents award for Best Program Delivery Received Wipro Chairmans Best People Manager award Received written appreciation form CMD, Maruti for transforming Dealer Management System