Profile Summary
Pragmatic IT Delivery Management professional with strong work ethics, leadership qualities and eye for improvements. Global experience spanning across IT Operations, Transitions, Process Transformation,Data Analysis & Reporting, Project Management, Process Maturity Assessments, and Improvements.Focusing on Agile Practices and quality first; comprehensive experience in leading teams & multiple projects.
Contents
Director of Technology and Operations
- Owning Cloud Platform as a Service, namely the Cloud Application and UI, Container as a Service (Docker andKubernetes), Build and Pipeline as a Service, Config as a Service, Deploy as a Service, Service Mesh, Provisioning as aService, Messaging as a Service (NATS), DB as a Service (Vitess/Mysql, SQL Server), Micro Segmentation as a Service,Kafka as a Service, Elastic Search as a Service, Function as a Service.
- Spearheading the Strategy for Shift Left and Resiliency activities
- Expanding the capabilities in Bangalore by hiring and leading a team of extremely talented engineers
- Ensuring timely Delivery and Customer Expectation Management, Road Map developmentSupporting uptime of 999999+ and Production workloads of 1000+ deployments/Provisioning per hr.
- Creating organizational roadmap to ensure team maintains the visionTranslate requirements into features to derive benefits and acceptance criteria Set cadence with the managers to ensure timely execution of day-to-day tasks leading
to Project completion with focus on quality and continuous improvement - Maintain and enhance the vendor ecosystem to support the digital initiatives Experienced managing all stages of project delivery (using SDLC), assessed program risks
and evaluate business case/commercial workstream for multiple custom solutions - Manage a team of 180 people with different roles (Senior Managers, Managers, Developers, Support staff & Business Analysts) and capabilities (SalesForce, PowerBI, Java, .NET, UI/UX and others)
- Manage the budget for the team which includes but not limited to hiring for new
positions/backfill, software licensing, employee engagement activities & wellnessPartner with Support Delivery teams to Improve operational efficiency, automate manual tasks etc. - Compile data sets that will provide analysis of monthly and yearly info/trends against
operational budget. Consolidate information into actionable items, reports, and presentations to make critical strategic decision.
Director Digital Transformation
- Led solution architecture and platform governance Teams under a 3-year Digital Transformation initiative with the CTO and This program included process, conversational, intelligent and Citizen automation across business verticals usingRPA(UiPath), Kore.AI chatbot deployment, AWS microservices based Bot store and AWS Sage maker AI/ML model deployments via custom Azure based CI/CD pipelines
- Led implementation of Power Platform and enablement of citizen development via ‘Build your own bot’ campaign
- Led document and content modernization via black box solutions hosted on ‘Bot store’ for operations usage with underlying technologies such as AWS AI stack, UiPath AI Fabric, Power Platform AI builder with customizations using open source
- Responsible for vendor assessment and product selection for in pipeline automation technologies Created and led the concept of “Delivery pool” for shared resource capacity across client to provide cost optimized
- Proposals and resource retention and creation of Digital FTE in project downtime using Python, Wire2air for SMS, postman for API and MS chatbot platform
- Led Implementation of specific and universal chatbotsfor clients via Web/SMS and Voice implementations
- Led implementation of ELK and POWERBI/Tableau based monitoring and business reporting solution across clients
Senior Manager Service Operations
- Managing 24×7 global service desk team providing phone, email, and live chat support in line with the agreed SLAs; monitoring metrics to ensure continual improvement on all processes and identify problem trends to reduce future service incidents
- Working as an escalation point for incident resolution, providing conflict resolution to drive project quality Measuring, monitoring & striving to improve upon the agreed operational SLAs with the client; identifying skill gaps & opportunities to strengthen the capabilities and providing relevant process training as per individual & business requirements
- Maintaining knowledge articles for commonly requested information and suggesting improvement based on user feedback Leading individuals/teams to address development needs; supervising team members to meet & exceed performance expectations
- Driving the implementation of Service Delivery Framework; updating & refining customer process documentation against industry recognised best practice frameworks (ISO & ITIL)
- Reviewing existing processes on constant basis and identifying improvements to increase efficiency & CSAT Meeting client’s agreed Service Levels and Key Performance Indicators (KPI)
- Developing & rolling out resource model to support GoS and ticket resolution targetsForecasting on reducing backlog of cases with Service Desk Engineers; increasing staff utilisation & growth of Service Desk Contributed to pre-sales activities in support of new business growth Working collaboratively with key business contacts to on-board new clients and services Providing regular reports on Service Desk to track and maintain performance
- Escalating & taking ownership of issues affecting our clients until resolution
CORE COMPETENCIES
- Strategic Operational IT Planning
- IT Infrastructure
- Digitization of Legacy Systems /
- Transitions, Transformations & Automations
- IT Programs / Service Delivery Management
- Java, Spring Boot, Microservices,
- RESTful, ASP and .NET
- Tools & Technologies (AWS, Azure,
- Power BI, RPA, MS Power Platform)
- Annual Business Planning & Budgeting
- Techno-Commercial Operations &
- Contract Management
- Large T&M, Fixed Bid, Outcome Based
- IT Policies, Procedures & Framework
- Process Quality Enhancements &
- Optimization
- Vision & Thought Leadership
- Cloud Migration, Legacy Modernization