Oct 2021 – May 2025 · 3 yrs 7 mos

• Led the Major Incident Management (MIM) Team across the AMER region, supporting over 300+ Tier 1 and Tier 2 applications for Moody’s.
• Provided Service Delivery support to 40+ global delivery centers, managing infrastructure-related service impacts.
• Managed Critical Incident Management teams across Costa Rica, US & India.
• Designed strategies for building offshore Infrastructure Management Center (IMC) in India for Infra, Network, Storage and Unix support teams.
• Lead various GenAI projects using Copilot and Move works leading to enhancing service delivery.
• Defined and implemented Service KPIs, operational goals, executive dashboards, and CIO-level reporting.
• Facilitated cross-functional collaboration for service integration of MIM processes.
• Oversaw end-to-end governance of IT Service Management (ITSM) processes across global operations.
• Conducted gap assessments to identify process inefficiencies and define strategic enhancements.
• Spearheaded integration of critical platforms including Jira, BHOM, ServiceNow, PagerDuty, and NetBotz into MIM operations.
• Successfully implemented PagerDuty globally, enhancing incident response and escalation management.
• Partnered with Facility Head to drive Network infrastructure improvements and optimize service delivery models.
• Designed & launched global IT support process for 40+ delivery centers reducing response time from 2hrs to 15 mins.
• Identified and remediated legacy workflows, ensuring continuity through comprehensive dependency analysis.
• Lead the migration of key service management, security, and engineering processes from RMS to Moody’s platform.

Dec 2018 – Sep 2021 · 2 yrs 9 mos

• Strategic IT Leadership: Led enterprise-wide ITSM transformation, service integration, & cloud operations across RMS's global footprint, aligning engineering, security, & IT support functions under a unified service model. Site leader for Noida
• Global Operations Management: Built & scaled 24x7 Network & Cloud Operations, Security Operations Center (SOC) supporting hybrid infrastructure (on-prem + Azure), with robust L1–L3 capabilities across Security, Infra, Platform, and Application support.
• Site Leadership & IT Ownership: Acted as Site Leader for India operations, responsible for overseeing all local IT, network, infrastructure, & end-user support functions; ensured seamless day-to-day technology operations.
• ITSM Architecture & Governance: Acted as Process Architect & consultant for Incident, Problem, Change, Request, Patch, and Security Exception processes; implemented ServiceNow, PagerDuty, LogicMonitor, Prometheus, & more.
• Service Maturity & Automation: Led service maturity programs, shift-left strategies, automation initiatives to reduce MTTR, increase SLA adherence, & enhance operational KPIs.
• Cross-Functional Team Leadership: Managed global teams across India & US.
• Technology Enablement: Oversaw architecture & integration of monitoring, ITSM tools (Zenoss, Apica, Cacti, GitHub, Terraform, Ansible); executed application rationalization & tool standardization across service lines.
• Executive Engagement: Presented operational performance, risk posture, & roadmap progress to senior leadership; led Software & Security Council governance forums.
• Crisis & Incident Management: Served as final escalation for P1/P2 incidents; led real-time root cause investigations & continuous improvement.
• Process Innovation & Strategic Planning: Designed service catalogs, delivery models, & governance frameworks, driving operational excellence through data-driven decision-making with ITIL best practices.

Jan 2016 – Dec 2018 · 2 yrs 11 mos

• Built high performing Cloud operations team running 24 by 7 operation supporting hosted environment located in On Premise Data Centers owned by RMS as well as on public cloud of Microsoft Azure.
• Developing strategies that would enable cloud operations in providing effective support to internal and external clients and reporting the success metric on MTTR and SLA’s.
• Redefined the scope of Cloud operations and built L1, L2 and L3 Capabilities providing security, Infrastructure, Platform and application support.
• Act as a technical consultant for all technical issues and projects assigned to Cloud Operations.
• Hire, manage, and support local cloud hosting staff, acting as in-person manager for day-to-day activities such as expenses, travel, performance reviews, etc.
• Involving the team in the Delivery of Core Projects basis the business needs and service offerings provided by Cloud Operations.
• Coordinate hosting operational activities with other RMS cloud support team and working closely with the Infrastructure, Security, Application Support, DevOps and Solutions team.
• Automating repeat tasks in the process along with their transition from Core SRE teams to Cloud Operations.
• Acting as an ITSM consultant in designing, building and Implementing Service Now strategies for effective ITSM tool.
• Participating in all Major Incident Calls for speedy recovery of the services.
• Fixed Event Management system that triggered thousand unwanted incidents due to one or more events by closely working with Monitoring Team and doing Impact analysis for critical CIs.
• Implemented ITIL best practices and worked closely with SLM to streamline the process.
• Expertise in Incident, Event, Problem Change and Service Catalogue.
• Acting as an escalation instance at senior management level for all operational incidents, problem and service request.

Feb 2015 – Dec 2015 · 10 mos

Oct 2012 – Feb 2015 · 2 yrs 4 mos · Bangalore

• Built and led a team of 21 highly skilled Cisco NOC IPT Engineers to support global operations.
• Developed end-to-end operational processes, workflows, SOPs, and key operational metrics for seamless execution.
• Collaborated with the Client Delivery Team to create High-Level Design (HLD) and Low-Level Design (LLD) documents for NOC implementation in India.
• Worked closely with support vendors to define engagement protocols and an effective escalation matrix.
• Acted as the on-call lead for all P1/P2 incidents and business escalations, streamlining the Major Incident Management process.
• Managed day-to-day operations, including real-time event monitoring, 2nd and 3rd level incident resolution, and escalation handling.
• Provided support across three global centers—New York City, Austin, and Bangalore—and served as the primary point of contact for nine dedicated vendors.
• Performed all key responsibilities of a Service Delivery Manager, ensuring consistent account performance across all metrics.
• Acted as a Subject Matter Expert (SME) for all IPT-related technical issues, ensuring swift resolution and team knowledge growth.
• Defined and implemented structured Problem Management and Change Management processes to enhance service stability.
• Technology Worked on
• Call Manager Express, Cisco Unity, FXO, FXS, T1 ISDN, DMVPN, IP and Analog Phones.
• Wireless Setup consisting of Access Points and Wireless LAN Controllers.
• Data network with Switch Stack of 3700 Series of switches.

Apr 2011 – Oct 2012 · 1 yr 6 mos · Bangalore

• Responsible for overall Process and Professional Development of entire cluster of 400 Associates.
• Initiating plans on work load balancing and Business Continuity.
• Working closely with PMO, Training and Quality team in process improvement projects.
• Develop the soft skills and technical competency by putting enrolling into training.
• Collaborate across towers to identify, implement and sustain best practices/Forum
• Working as a Project Lead for projects on Transactional Monitoring, Service Excellence Audit and Query Management.
• Project Manager in Planning and Executing Training Programs for the center with a HC of 2500 associates
• Ensuring that all training documents /SOP’s are updated as per change control process.
• Implemented Adobe Captivate in building knowledge Documents..
• Achievements
• Successfully did the Knowledge Transfer from Costa Rica and Bucharest to HP India Center.
• GBS India Training and Knowledge Management Champion award

Mar 2010 – Jan 2011 · 10 mos

• Client ( Intuit)
• Ensured SLA adherence by the Team (~25HC) and taking care of Occupancy and Defcon Situation.
• Influenced the team to provide excellent Service delivery and ensuring client SLA’s are met
• Analyzed Daily, Weekly, Monthly forecast and handled data.
• Experience in VOICE, EMAIL and CHAT support process.(US, Canada)
• Monitored productivity and provided consistent and timely feedback to the team Members.
• Ensured C-Sat and C-Res scores were met as per the client requirement.
• Conducted annual performance reviews with SME’s and Team Members.
• Employee Engagement and Development to boost morale was always on top.
• Controlled attrition by timely resolution of people issues
• Meeting all requirements that a dedicated Team Manager has to have for his team.
• Achievements
• Top Talent of IBM for session 2009-2010
• Best Assistant Manager for consecutive 2 Quarters.
• Achievers Speak for the month of January’2008 in the entire BU while working with IBM Daksh
• Worked with Intuit Office of the President Escalation Department and received several appreciations from the client

Nov 2006 – Mar 2010 · 3 yrs 4 mos

• Did transactional monitoring for 3 LOB’s i.e for Email, Chat and Voice and Trained New Hire on Product Knowledge.
• Monitored QA’s in the process with all their daily activities and conducted audits.
• Did TNA and interacting with soft skills team in building process capabilities.
• Weekly interaction with Canada’s client discussing Key KPI’s and improvement of the process
• Did Time and Motion Study for the identified issues raised by the client.
• Weekly calibration on Email, Chat and Voice and doing Dis-sat Analysis.
• Acted a Technical Expert In resolving Tech related issues of US and Canadian Customers.