Mar 2017 – Apr 2023 · 6 yrs 1 mo

• Global SaaS Implementation Leadership: Scaled team from 10 → 42 FTEs across India and APAC to support SAP SuccessFactors cloud deployments, ensuring 99.9% uptime for HR/payroll systems in Fortune 500 clients.
• Client Consulting & Escalation Ownership: Acted as SPOC for APAC enterprise customers, running workshops, handling executive escalations, and aligning support outcomes to customer transformation goals.
• Process & KPI Governance: Established support KPIs and OKRs across time zones, achieving 90%+ CSAT and improving NPS by 15 points.
• Knowledge & Ticket Deflection: Designed self-service portals and AI chatbots, deflecting 10,000+ tickets annually and reducing backlog by 40%.
• Change & Migration Programs: Partnered with client CIOs to manage cloud migrations and upgrades, resulting in 50% faster customer adoption.

Feb 2014 – Feb 2017 · 3 yrs

• Engineering Leadership: Directed a global front-end engineering team delivering SAP Fiori/S4 HANA enhancements, ensuring 95%+ on-time incident resolution across enterprise clients.
• Customer Engagement: Partnered with clients to define requirements and guide UI/UX improvements, boosting user engagement by 20% and raising NPS to 4.2/5.
• Project Delivery: Oversaw sprint planning, backlog management, and QA cycles (SOAP UI, PACT, Selenium), ensuring delivery within scope and timelines.
• Escalation & Quality Management: Reduced escalations by 30% year-over-year by instituting proactive reviews and cross-functional triage sessions.
• Consulting Contribution: Acted as the technical liaison in customer workshops to translate business needs into scalable UI solutions.

Jan 2011 – Feb 2014 · 3 yrs 1 mo · Bangalore

• Program Management: Directed $5M+ enterprise application delivery programs for BFSI clients, ensuring scope, budget, and timeline adherence across multiple transformation projects.
• Cloud Transformation: Spearheaded State Street’s migration of monolithic applications into microservices on private cloud, improving scalability and reducing costs.
• Governance & Risk Management: Introduced delivery frameworks that cut operational inefficiencies by 20%, boosting compliance and customer satisfaction.
• Client Engagement: Led client steering committees, presenting program updates to CIO-level stakeholders and aligning delivery to business outcomes.
• Account Growth: Contributed to opportunity shaping and account mining, helping secure multi-million-dollar renewals through trusted delivery partnerships

Jan 2008 – Jan 2011 · 3 yrs · Bangalore

• Owned Practice P&L, which included bulge mix, billable utilization target above 80%, Contract to Hire less than 10%, Onsite and offshore billing are done in 99% accuracy,
• Conduct reviews on head count, Pipeline deals and nonlinear initiatives to ensure the department is adhering to its budget. Provide insights that supports the leadership team in tradeoff decisions to manage to annual operating margin by 25%
• Implement Strategy to reduce Operational costs by 3% QOQ which included various amount of reduction in per person cost, vendor and contract renewal costs, Tools utilization, Onsite Offshore Mix, Bulge and early talent hiring
• Analyze market trends and client experiences to support in the design and build of new go to market service offerings. Sales and Revenue planning for the practice. Cost Management – Revenue realization and optimization
• Coaching and mentoring professional consultants and ensure they are billed in the shortest span after onboarding. KPI was to grow the billable 300+ practice by 10 percent YOY.
• Forecast monthly, quarterly, annual revenue growth and build annual operating plan to help achieve the same
• Engage customers - collaborate with enterprise sales & presales managers to develop strong customer and partner relationships and build a growing business in a geographic territory, driving SOA and PCM adoption in key markets and accounts
• Develop common services using SOA and Microservices and drive the team of CEO which can be used as selling propositions for all the banking and securities markets domain. eTax was one of the small products built for giving up heads up on the taxation in USA on bonds and securities.

Jan 2004 – Jan 2006 · 2 yrs · Salisbury, England, United Kingdom · On-site

• Key responsibilities and learning in this role were :
• Create and manage project plans; SOW, monitor and review project progress and timelines; adjust schedules and plans as needed; and identify and resolve issues to ensure project success.
• During the course of a project, be the primary customer interface and perform project management activities that ensures adherence to agile methodology and project gates and governance
• Ensure on time and on budget delivery of projects while also ensuring that project gates and governance are properly adhered to during the execution of the project.
• Track utilization of project resources and manage this against the resource allocation and budget. This includes on time entry and approvals for project time sheets.
• Networking : Identifying the right client stakeholders and builds connections quickly to drive consensus for design wins; works cooperatively with a wide range of internal stakeholders for success

Jan 2002 – Jan 2004 · 2 yrs · Greater Minneapolis-St. Paul Area, USA

• My Key learnings and responsibilities included but not restricted to :
• Involve in requirement gathering, design discussions to come up with architectural solutions
• Drive Service release planning accurately track and report delivery and budgeting at program and release level. Reviews project milestones, deliverables, and quality of teams to identify risk and mitigation.
• Handle customer interactions for technical problems. Basically responding to queries from internal and external stakeholders about the project
• Build and lead a world-class engineering team of 10+ engineers.
• Hands-on with the product and contribute to development of the new features/customer issues
• Drive the performance and security enhancements in the product going forward
• Lead teams that include architects and other resources not in my reporting organization.

May 2000 – Dec 2001 · 1 yr 7 mos · Greater Seattle Area, USA

• Sr Developer in Java, J2EE, SOA Webservices, Websphere Portal,Struts framework and SQL

Jan 1998 – Jan 1999 · 1 yr · Johannesburg Metropolitan Area

• Java, J2EE, Oracle and SQL Developer