Jul 2022 – Present · 3 yrs 8 mos · Bengaluru, Karnataka, India

Feb 2021 – Jul 2022 · 1 yr 5 mos · Bangalore Urban, Karnataka, India

Mar 2019 – Feb 2021 · 1 yr 11 mos · Bengaluru, Karnataka

• Leader for SaaS Application and Service Continual Development, Cloud Infrastructure (Azure/AWS/Private), Site Reliability Engineering, BI/Analytics, Telemetry/Monitoring, Security/Compliance and Support Service Delivery for Riversand
• Hands-on technology leader for multiple Cloud expert teams to design, develop, implement and sustain Cloud components like Containers (Dockers/Kubernetes), Infrastructure as Code (Terraform), Telemetry & Monitoring (Sensu, Cloud Health, Azure Monitor, InfluxDB), Java/Python/Bash/PowerShell (for microservices), Big Data (Elasticsearch, Logstash, Kibana) / BI platform (Databricks, Sisense, PowerBI), API and distributed systems (Netty, Zookeeper), Linux (ubuntu) clusters, Azure/AWS PaaS services, Jenkins, Azure Pipelines, GitHub, Jira (CI/CD) for Riversand’s Public SaaS platform for MDM/PIM which is hosted in multi-cloud and hybrid scenarios
• Ownership of the SRE (Site Reliability Engineering) focused on availability, automation for self-heling, self-service and continual technological improvements for Cloud Application and Infrastructure
• Leading teams to achieve innovation in Engineering and Operational Excellence through Telemetry, Analytical Insights, Predictability and Automation.
• Enables the organization to achieve various Security and Compliance requirements including SOC2, GDPR, CCPA and ISO27K
• Defining, Adapting and Improving the Operational Processes, ITIL alignment, business continuity processes and Information Security principles

Nov 2016 – Jan 2019 · 2 yrs 2 mos · India

• Key Responsibilities in the Role
• Possessed the role of Senior Service Engineering Manager / PTC Manager with Operational Reporting to General Manager for Microsoft’s Supply Chain IT Engineering team playing a key part of Microsoft’s Leadership and accountable for the end to end IT Site Reliability Engineering and Service Engineering practices/teams
• DevOps / Scaled Agile - Technical and People Leadership for SRE and Service Engineering technologies and practices
• Accountable for the SRE, Telemetry/Monitoring, End User Support, Cloud and Datacentre Infrastructure, Security Operations & Compliance technology teams which are part of the DevOps delivery
• People and Financial ownership of the Service Management which is above 300 people (FTE + Vendors) and growing further.
• Drives Development and Support teams embracing DevOps culture and Scaled Agile Defining objectives, priories and goals for staffs and teams aligning with the organizational priorities, delivery expectations and people readiness needs
• People leadership, mentoring, motivating and nurturing well bounded and collaborative team dynamics. Establishing cross boundary and co-delivery excellency with multiple teams
• Accountable for Service Improvements, Operational Excellence and People & Manager Excellence and Cloud Readiness adoption
• Key Technologies / Services Owned and Delivered.
• Azure PaaS, IaaS, .net/LogicApps/Microservices, SAP and OER integrations/monitoring
• Datacenter to Cloud Infra and Application migrations involving re-engineering and ground up design and build
• Advance cloud native telemetry and monitoring for Applications and Cloud Infra leveraging event analytics and systems like Application Insights, OMS and Kusto
• Auto healing and automation (RPA & workflow) driven by Machine Learning for predictive and pre-emptive remediation

Jan 2013 – Apr 2015 · 2 yrs 3 mos · Bengaluru Area, India

• Delivery owner for Microsoft’s Partner Technical Services in Various Cloud Technical Practices and Solutions to partners and customers’ world over.
• End to end conceptualization, solution, development, deployment and post deployment of Microsoft Office 365, SharePoint on Cloud and On-premise solutions.
• Project Management, Delivery Management and Service Management for IT Infrastructure solutions on Cloud and On Premise for small and medium enterprises
• Accountable for Global Partner Technical service delivery for Microsoft SharePoint Infrastructure, SharePoint Development, Project Server, Office 365 and related solutions.
• Technical consulting delivery services accountability for all Tier levels ensuring top class Partner and Customer Experience measured by direct impacts ~ Financial, Technical and Support Excellence
• Cloud Solutions Development (Office 365, SharePoint, Project, Data Analytics/BI) centric on Microsoft.net development framework leveraging Visual Studio Online/Onprem.
• Accountable for providing end-to-end highly complex IT Infrastructure scenarios based on customers’ business and operational demands ~ Involves Scoping, Architecture, Enablement, Deployment and Continual Support
• Service Delivery Management ensuring SLA adherence, RCA, Resource Availability and Service continuity
• Leading FTEs and teams – Infrastructure Support and Development teams in India and virtual team based in United States
• People leadership, mentoring, motivating and nurturing well bounded and collaborative team dynamics. Establishing cross boundary and co-delivery excellency with multiple teams
• Accountable for Service Improvements, Operational Excellence and People & Manager Excellence and Cloud Readiness adoption
• Defining, Adapting and Improving the Operational Processes, ITIL alignment, business continuity processes and Information Security principles
• Driving the opportunities for Innovation, Market Share and Manager excellence at the Org level

Apr 2015 – Nov 2016 · 1 yr 7 mos · Bengaluru Area, India

• Playing a key part of Capgemini’s Senior Leadership and accountable for the Global Cloud Delivery Tower from India.
• Global owner of Cloud Operations and Delivery for Capgemini servicing multi geo Capgemini owned Multitenant, Public/Private Iaas, PaaS and SaaS services and brokered/managed 3rd party cloud services from Azure, AWS, Virtustream etc
• Accountable for the Cloud service / Infra architecture, SDDN, end-to-end Cloud Service Delivery, Datacentre cloud run operations including Capacity Management and Customer Success on every delivery made from Cloud
• Leadership and envisioning newer Cloud Offerings, Road Maps and Innovation oriented enrichments across the Cloud Tower.
• People and Financial ownership of the Cloud Delivery tower
• People leadership, mentoring, motivating and nurturing well bounded and collaborative team dynamics. Establishing cross boundary and co-delivery excellency with multiple teams
• Accountable for Service Improvements, Operational Excellence and People & Manager Excellence and Cloud Readiness adoption
• Defining, Adapting and Improving the Operational Processes, ITIL alignment, business continuity processes and Information Security principles
• Key Technologies / Services Owned
• IaaS Public Cloud Delivery in VCE/VBlock, VMware, vCloud Director with Self Service Portal
• Dedicated Private Cloud Delivery in VBlock with SAP HANA Blades, EMC Storage and Cisco Unified networking
• IaaS Public Cloud Delivery with Microsoft CPS Azure Converged Cloud services
• SaaS Cloud Delivery for Exchange, Lync (SfB), SharePoint, DevOps and Custom developed applications
• Brokered public cloud services (IaaS, PaaS, SaaS) from Microsoft Azure, Microsoft Office 365, Amazon Web Services, Google Cloud and Apps and CenturyLink.
• Cloud Delivery for Government with dedicated Datacentres, teams and Cloud Infrastructure
• Managed Cloud Services on IaaS Public and Private Cloud.
• SaaS Delivery for BMC to public – Remedy On Demand Instances for Europe

Oct 2011 – Oct 2012 · 1 yr · Bengaluru Area, India

• Responsible for the IT Infrastructure and Technical Service Delivery for the Octagon’s India Operation Centre in Bangalore
• Owns the Technical Support division which constitutes of six strategic teams
• o IT Infrastructure design, implementation and the on-going operations of the Bangalore facility and the hosted environments (Citrx)
• o IT helpdesk support team in India which provides technical support for Pennsylvania, California, London and Bangalore office locations (24x7 Ops)
• o Service delivery team for the EDC customer support (24x7 ops and product specific support)
• o Service delivery team for the Viewpoint and Quantum customer support (24x7 ops and product specific support)
• o Application Support team for the Viewpoint and Quantum (product specific support)
• o Technical Documentation team
• Responsible for the Level 1, Level 2 and Level 3 IT Service Delivery for the Octagon’s IT infrastructure and various product lines
• Owns the Technical Documentation for the IT helpdesk, customer support and product lines
• Define standards, workflow and processes for the various Technical Operations and Service Delivery
• Driving the high-level IT infrastructure design based on the requirement for the all the Octagon office locations
• IT budgeting and financial pay-out planning, purchase authorisations and vendor management
• Software licence management for the entire the Octagon’s office locations
• Proactive support for the IT infrastructure and the hosted environments
• Strategizing the operations and teams to meet the various service demands and levels
• Direct reporting to Vice President, Global Support Services
• Management of 6 IT/support teams inclusive of team leads
• Performance Management of staffs - defining objectives, 1:1, skip levels, appraisals and performance improvement.
• Managing skill levels – Assessment, development, mentoring and coaching
• Transition Manager for the outsourced Customer Support projects

Jul 2006 – Oct 2011 · 5 yrs 3 mos · Thiruvananthapuram Area, India

• Responsible for the Level 1, Level 2 and Level 3 IT Service Delivery for all the RM IT products, network solutions, SharePoint learning platforms, storage and security solutions which are deployed for the Schools and Colleges across UK.
• Responsible for RM's remote proactive network support, Knowledge Library (Technical Writers) team and SPOFC for the RM's Managed Services Support from India
• Strategizing the operations and teams to meet the various service demands and levels
• Management of 9 support teams sizing 91 engineers inclusive of 9 team leads - people as well as top level technical management.
• Direct reporting to Head of IT/Services
• Performance Management of staffs - defining objectives, 1:1, skip levels, appraisals and performance improvement.
• Account/Billing/Resource management for Services/Support
• Cost centre cross charges across the group for the Services operations in India
• Service transitioning, defining/agreeing service levels, service reporting, driving continual service improvements
• IT budgeting/Capex for the Support/Services Teams
• Complaint management, customer relations, quality reviews and improvement projects
• Day to day operational liaising with across location Service / Complaint / Account and Technical Managers
• Customer Care Network representation for the Indian operations
• NPS/CSAT review and improvement initiatives
• Managing skill levels – Assessment, skill development, mentoring and coaching - technical & non-technical
• Internal auditor for ISO 9001:2008, ISO 27001, ISO 20000 and BS 25999 - implementation, audits and business continuity practices

Jul 2003 – Jul 2006 · 3 yrs · Thiruvananthapuram Area, India

• Joined RM as the IT Administrator for India operations from its inception. I was the key players in the initial implementation of the network/datacentre/corporate IT Infrastructure, vendor management including evaluation, recommendation and purchase of IT assets, defined IS processes including helpdesk, SLA and the implementation of ISO27001 for the organisation. The prime domains / Solutions I was directly managing/implemented were the following.
• Windows Server 2003 additional domain controllers and the RM India OU
• Backup & Storage – BackupExec 9.1, 10 & 10d. Tivoli Storage Manager, Tandberg tape libraries (DLT, LTO3), Sony SDX drives, Windows Storage Server based NAS boxes, Disaster Recovery
• Patch Management (WSUS, MBSA, Kaseya)
• Servers and Network Monitoring (Nagios, MRTG, Packeteer PacketShaper)
• App/OS deployment – (Microsoft SMS, RIS)
• Messaging for the India OU – Exchange Server 2003 with OWA enabled
• Antivirus Solutions – Symantec AV Corporate, TrendMicro ScanMail
• Internet/Proxy/Caching – TrendMicro IWSS, Microsoft ISA, RM SmartCache
• Conference Solutions – Aethra, LifeSize and Polycom vidcon equipment
• Managing the IPLC and internet endpoints
• Software Licencing – Microsoft EA and OL, various others
• Portal – SharePoint 2003 Server

May 1999 – Jun 2003 · 4 yrs 1 mo · Cochin Area, India

• Malayala Manorama is India’s largest publishing group with over 25 publications, online news portal, television channel and FM radio stations. Manorama has over 30 remote offices interconnected with leased lines and networks powered with Microsoft Windows 2000 servers.
• Key Responsibilities
• Implementation and Maintenance of Windows Server 2000 Domain controllers comprising DHCP, DNS and Print servers
• Windows XP, 2000, 98 & Apple Mac Clients
• SQL Server 2000
• Lotus Domino R5 messaging server
• Prepress Scanners and Imaging devices like CTP, CTF, ESKOFOT etc
• Quantum SNAP and IBM NAS
• Compaq ML350 Servers
• HP DDS tape drives with TapeWare
• Microsoft Proxy server
• Checkpoint software firewall
• Trend OfficeScan Corporate Edition
• End user training and support
• Product evaluations
• Actively participated in ISO 9001 implementation
• ISO Internal Auditor

Jun 1998 – Apr 1999 · 10 mos · Cochin Area, India

• LaserGraphics is Kerala’s leading Apple, UMAX, Tektronix, Adobe and SGI authorized Sales and Service providers. I was working as customer Support Engineer for Apple Macs, Scanners Printers and SGI workstations.