Feb 2019 – Sep 2024 · 5 yrs 7 mos · Bengaluru, Karnataka · Hybrid

• GlaxoSmithKline Pharma - $55B Pharma Conglomerate GCC
• Owned 24x7 global SAP ERP operations and service governance for GSK's 72-site Global Products and Technology division, leading 135+ multi-vendor team and managing £28M+ strategic partnership portfolio. Spearheaded GA&D Tech Ops Asia-Pac expansion, establishing Bengaluru center and senior management bench. Delivered operational transformation through vendor optimisation and process automation initiatives across global operations in CIO function.
• Key Achievements:
• Delivered £6.6M contract savings (30% vs. 10% target) through MSA renewal negotiations, reducing £28.2M to £21.6M with zero business impact.
• Migrated multi-vendor to single-partner model, reducing GA&D Tech Services spend from £2.1M to £1.4M while scaling capacity 3x.
• Achieved £1.687M cumulative CSI efficiency gains: £617k (Yr 1), £550k (Yr 2), £520k (Yr 3 pipeline).
• Reduced ERP tickets 23.5% (vs. 10% target) - L2/L3 monthly volume: 13,600→10,400 through metrics-driven automation and centralised KPI reporting.
• Recruited 22 senior managers (GMs) 3 months ahead of schedule; achieved 4.17 team engagement score vs. 4.11 GSK average.

Feb 2017 – Feb 2019 · 2 yrs · Bengaluru Area, India · On-site

• Scaled travel tech startup's mobile app 7.2x (1.4K→10K users) through digital transformation and cloud migration—reduced infrastructure costs 21%, achieved 99.5% uptime, and supported 3x YoY growth. Owned enterprise systems (CRM, ERP, cloud infrastructure) and led SMAC strategy enabling sales, analytics, and user engagement optimization. Implemented digital payment gateway (40% transaction speedup, 18% conversion lift) and built in-house tech team from 0 to 77 engineers.
• Key Achievements:
• Successful implementation of digital strategy (website, social handles an online presence), cloud-based- apps (SaaS, PaaS, IaaS), an analytics dashboard, CRM and ERP projects for 31 cities with 10k+ users.
• Designed and implemented Android/iOS application development and ZOHO ERP/CRM project.
• Cost Management > drive month-on-month efficiency and productivity, improving penetration of Automation, Analytics and Innovation footprint at vertical level.

Aug 2015 – Feb 2017 · 1 yr 6 mos · Bengaluru Area, India · Hybrid

• Royal Dutch Shell Entity - $285B Energy, Oil and Gas Conglomerate GCC - Fortune 2 Company
• Pioneered Shell's Bengaluru Global Capability Center greenfield phase, delivering 15-person team ramp-up with zero knowledge loss and achieving on-time operational status. Infrastructure transformation highlights: 97% faster user onboarding (30→1 day), 1,800+ users onboarded with zero downtime, 99.0% uptime across platforms, 73% security incident reduction YoY, $8M+ global initiatives closure. Optimised operational efficiency: 15% cost reduction, 35% service cycle improvement, 100% team retention.
• Key Achievements:
• Scaled shared service center from greenfield to 1,800 employees across 3 incubation and permanent technology center’s within 18 mths while managing $11M IT budget and achieving 85% SU efficiency.
• Standardised new-hire onboarding across 7 global SBOs, reducing presentation delivery by 93% (2 hrs → 30 mins) and IT system readiness by 98.9% (7 days → 45 mins)—enabling 200+ monthly hires with zero ramp-up delays.
• Drove $488K IT budget savings (12% cost reduction) through process streamlining and spend visibility while maintaining 99.5% uptime and zero compliance violations.

Aug 2010 – Jul 2015 · 4 yrs 11 mos · Bengaluru, Karnataka, India · Hybrid

• Genpact India, Bengaluru ($5B ITES / System Integrator Company)
• Led multiple site leadership and IT service delivery as a business IT leader for 28 global accounts across Genpact's $3.5B ITES business (CPG/Retail, Consulting, Analytics) ensuring mission-critical uptime and strategic technology alignment. Drove operational transformation: $2.3M cost optimization, 99.8% infrastructure uptime, zero SLA penalties, green compliance maintained across all accounts through infrastructure consolidation, automation, and cloud/Big Data modernization. Supported account growth expanding revenue $8.5M through executive stakeholder management across distributed teams.
• Key Achievements:
• Served as business IT leader for Smart Decision Services (SDS) and Risk Consulting CoE, supporting 7,500 global employees, 75-person IT team, and $280M annual revenue vertical—ensuring mission-critical infrastructure uptime and technology strategy alignment.
• Strategically integrated 5 company acquisitions (2,300 FTEs, $13M IT budget) within 24-month timeline, achieving 10% YoY budget reduction and $4.2M cost avoidance through infrastructure consolidation, vendor optimisation, and technology innovation.
• Delivered 50% Net Promoter Score (NPS) improvement through service excellence and cloud/Big Data modernisation initiatives - translating into 23% account upsell growth and $8.5M expanded scope.

Jan 2008 – Jan 2010 · 2 yrs · Hyderabad Area, India · Hybrid

• Key Responsibilities:
• Delivery head for Healthcare & BFSI Vertical with in Global Infrastructure Services and managing close to 15 Global accounts as my portfolio across geographies in variety of technology areas and widely deployed team size both Onsite and Offshore.
• The performance metrics include Customer Satisfaction Index, Cost of Delivery, People Management & Account Farming.
• Other areas of Focus include Execution of Organizational Strategy, Annual Operational plans, Delivery Assurance and Presale support on upcoming new opportunities.
• Accountable for Customer management & Programs deliveries for Solugenix Customers
• Supporting Implementation of large and complex deals across US, UK & Asia Pacific.
• Key Achievements:
• Implemented E2E Cloud technology infrastructure projects, Data Center setup/migration and ERP implementation project in the US, UK, and ASIA-Pac region.
• Played a role in technology pre-sales/operations leader for 21 data centers and developed core solution for Data Center Services, Server Services, Storage and Backup Management.
• Lead delivery to drive project schedules and contract deliverables for multiple managed data centers and server rooms for its clients running on various technologies like Microsoft AX ERP, CRM, MS Exchange, Virtualization, and databases etc. Also provide presale support on upcoming new opportunities.

Jan 2006 – Jan 2008 · 2 yrs · Gurgaon, India · On-site

• United Health Group - $345B Healthcare Conglomerate GCC - Fortune #3 Company
• Key Responsibilities:
• Paraphernalia’s involved in the setup phase, from inception through completion along with managing the core operations and rapid migration.
• Handling the Technology infrastructure within India for captive/vendor locations & provided remote support resolution across Asia-pacific sites like China, Japan, Philippines, and Malaysia on prioritized technical issues.
• Identified process improvement initiatives & implemented standardization in technology processes as per Global standards & best practices of UHG Technologies.
• Key Achievements:
• Completed technology setup, growth & transition for UHG Gurgaon captive center as a pioneer member of technology team to 1700 employees in less than 1.5 years with $4.5M IT budget
• Avoided leakages of $1.2M in infrastructure migration to virtualization & asset lifecycle management
• Handled the Technology infrastructure within India for captive/vendor locations & provided remote support resolution across Asia-pacific sites like China, Japan, Philippines, and Malaysia.

Jan 2003 – Jan 2006 · 3 yrs · Gurgaon, India · On-site

• Earstwhile Convergys India Services Pvt Ltd - $9.7B Leading Customer Experience (CX) Solutions and Technology Fortune Listed Company
• Microsoft & AT&T Account Management