Hubert Dsouza

Operations Associate

India17 yrs 3 mos experience

Highly Stable

Key Highlights

17+ years in IT Management and Incident Management.
Proven track record in reducing MTTR and improving incident resolution.
ITIL® Foundation certified professional.

Stackforce AI infers this person is a seasoned Incident Management professional in the E-commerce and IT Service Management sectors.

Contact

Skills

Core Skills

Incident ManagementOperational ExcellenceRoot Cause AnalysisTeam LeadershipTechnical SupportIt Service Management

Other Skills

Business Continuity PlanningContinuous ImprovementCritical Incident ResponseCustomer ExperienceCustomer ServiceCustomer SupportDashboard DevelopmentData AnalysisData VisualizationHardwareManagementMicrosoft AzureMonitoringNew RelicProblem Management

About

An IT Management Professional with 17+ year track record of successfully establishing Incident Management frameworks, automating processes, and leading cross-functional teams to achieve significant improvements in uptime and incident resolution. Proven ability to reduce MTTR, implement effective incident response tools, and develop training programs that enhance team skills and efficiency. Passionate about leveraging data to drive strategic decision-making and ensure operational excellence. ITIL® Foundation certified.

Experience

Flipkart

2 roles

Senior Manager - Flipkart Incident Managment.

Promoted

Oct 2023 – Sep 2025 · 1 yr 11 mos

Established and led Flipkart's Incident Management framework, overseeing end-to-end processes and ensuring cross-departmental alignment on stability goals.
Served as Product Manager to design an automated RCA creation and template standardization process, reducing RCA SLA by 50%.
Developed the GMV Impact Board to quantify financial impacts for critical incidents, supporting data-driven prioritization.
Collaborated with the SRE team to implement Zenduty, enhancing incident alerting and response.
Played a key role in developing Flipkart's Incident Management Business Continuity Planning (BCP) strategy.
Developed automated dashboards to provide real-time insights into key metrics and incident trends for operations and leadership teams.
Introduced optimized runbooks that reduced Mean Time to Resolve (MTTR) for PO incidents from 2 days to 2 hours.
Designed training modules and self-assessment tools for incident management teams, driving a 100% First Call Resolution rate.
Partnered with the SRE team to reduce Time to Detect (TTD) from hours to minutes by streamlining monitoring processes.
Regularly assessed tools and processes for improvement, fostering a forward-thinking and agile incident management environment.

Incident ManagementRoot Cause AnalysisOperational ExcellenceCritical Incident ResponseMicrosoft AzureTeam Leadership+2

Manager - Flipkart Incident Management

Jan 2021 – Sep 2023 · 2 yrs 8 mos

Managing a Team of Incident Commanders.
Responsible for creating, nurturing, and fine-tuning the incident management process.
Act as the single source of truth of what is currently happening and what is going to happen during a major incident (P0/P1).
Detect any incident on the production system and once detected, work closely with the various SMEs across the organization in order to bring a resolution
Ensure effective and rapid response by SMEs to all critical incidents while providing updates to all stakeholders regarding the status of incidents
Work closely with the teams to understand how repetitive tasks and processes can be automated allowing for quicker resolution
Monitor and evaluate high-level service and infrastructure dashboards and takes action to address identified anomalies
Navigate through intense and chaotic situations, involving multiple stakeholders and focus on bringing resolution to the production incident in a timely manner.
Conduct escalation to service teams, senior management, and leaders to ensure appropriate awareness, engagement, and focus
Responsible for Mean time to detect (MTTD), Mean time to resolve (MTTR), Meantime to acknowledge (MTTA), SLA's for resolution
Post-incident setting up the RCA incident process around the SOPs; RCA action items closure are some of the key metrics and expectations that the person is expected to drive.
Document pertinent information relating to Incidents that aids process improvement, identifies deviations, and enables the creation of an Incident Knowledge Base
Collate and analyze incident-based data for team metrics and KPIs & proactively engage with service teams to identify and evaluate gaps in operational capabilities and improvements to support scalability and resiliency.

Incident ManagementTeam LeadershipProblem ManagementService-Level Agreements (SLA)Critical Incident ResponseResource Management+2

Bookmyshow

3 roles

Sr. Manager - Technical Support, Release and Incident Management

Apr 2020 – Dec 2020 · 8 mos

Technical SupportIncident ManagementRelease ManagementTeam LeadershipCustomer SupportProblem Management+1

Manager - Technical Support, Release and Incident Management

Promoted

Apr 2017 – Apr 2020 · 3 yrs

 Expertise in building solutions for given technical specifications; installing application software and deploying customizations; contributing to code reviews
 Played a key role of Program Manager in launching PostPaid Program for the conversation of payment failed transactions with conversions of 25% in the first 1 month.
 Excels in performing detailed design of modules along with their implementation, and documentation; integrating software modules developed by other team members
 Excellence in collaborating with business teams, operations team, and product owner to ensure scope lockdown, establish requirements and delivery priorities to attain overall goals
 Drastic reduction on production issue/bugs by implementing the Incident Management Process (RCA) and heading it single-handed.
 Played an integral role during migration of ticketing tool from Kayako to JIRA, based on the inputs, Issue tagging and overall incident management was implemented.
 Created Alerts from 0% to 85% for all critical and high availability systems, reducing the TAT for detection and resolution of the issues. (This is an ongoing process).
 Trained the Entire Contact Center Team on the confirmation process, reducing 100% count on escalation to Technical Support Team in exchange it helped the Contact Center Team to achieve 100% FCR for this category.
 Created a release process to make sure quality product is shipped to Production from the Test environment
 Reduced 10% on customer interaction to the Contact Center Team by developing a solution and user-friendly error
messages coordinating with the development team.
 Yearly on average reduced 15% on total number of cases reported to team, 35 % reduction done in F.Y. 2019-29

Technical SupportIncident ManagementRelease ManagementTeam LeadershipCustomer SupportProblem Management+1

Sr. Team Leader - Technical Support

Jul 2015 – Mar 2017 · 1 yr 8 mos

Primary job is to take ownership and coordinate with Banks and Payment Gateways for Transaction related issue, PG performance and Offers.
Monitoring the success ratio of all payment gateways.
Investigation and resolution of incidents within agreed SLA's.
Ownership and coordination of issue resolution across multiple teams such as third party package vendors (SMSC's and Ticketing Systems), BookMyShow in-house development teams.
Liaison with cinemas and other clients for technical support and payment related issues
Monitor health of BMS servers using Nagios and New Relic and report in case of of critical issues.
Brainstorming with strategy team for creating offers to meet market expectations.
Maintaining the support knowledge base of standard fixes / issue remediation work instructions.
Continuous improvement of BookMyShow application support standards and processes.
Proactive Problem Management, analyzing support metrics and identifying root causes.
Assist, Guide and Manage team (tech support) in their daily operations to effectively carry out the support process.
Provide Weekly reports and suggest necessary changes if required to development team.
Take care of administrative tasks and documentation of the issues handled.
Managing Key Areas
 Leadership & Teamwork
 Establish Delivery Processes
 Supervise Team
 Communication Skills
 Manage Customer Expectations.
 Detail-Oriented & Create Cost-Effective Systems
 Build Partnerships
 Customer Service Strategy

Technical SupportIncident ManagementCustomer SupportProblem ManagementService-Level Agreements (SLA)Team Leadership+1

Sun techno solution pvt. ltd.

Team Leader

Jul 2013 – Jul 2015 · 2 yrs

Roles and Responsibilities.
 Responsible for the entire FMS support rendered to Emirates Airlines Pan India.
 Handling the entire Emirates Airlines network architecture and all kind of IT related Issue Pan India i.e. 43 Sites, 10 Locations including 24*7 Contact Centre
 Played a key role in setting up the new Mumbai Terminal 2 Emirates Office and the Emirate Co-operate Office in liaising with various Teams.
 Played a vital role in migration, configuration and cabling from Cisco Catalyst 2960 Series Switches to Cisco Catalyst 4506-E Switch at the Mumbai Contact Centre.
 Played a key role for changing the cabling structure as per Emirate IT standard across all location in the local data centre.
 Created and submitted a Disaster Recovery Site (DRS) plan for Contact Center to minimize the downtime from 48hrs to 8hrs max.
 Acquiring, analysing and providing the best quotes for local procurements saving 40% of the revenue.
Managed Key Areas at Client Site
 Customer relationship.
 Project and Operations Managements.
 Tender Managements.
 Vendor Managements.
 Reporting and Resourcing Managements.
 Assent and audit Managements.
 Recruitment, Training and Development for Onsite Engineering.

Technical SupportIncident ManagementCustomer SupportProblem ManagementService-Level Agreements (SLA)Management

Allied digital services limited

Team Leader

Aug 2010 – Jun 2013 · 2 yrs 10 mos

Growth Path:
 Team Leader (2012).
 Network and Remote Support Engineer (2011)
 Customer Support Engineer (2010)
Roles and Responsibilities.
 Was deputed on Emirates Airlines as CSE.
 Was single-handedly accountable for the entire 500 seater Contact Center.
 Handled faults calls related to Hardware ( Desktops, Laptops, Printers, Blackberry etc..)
 and Software ( Aviation related Software like EZM, CRIS, VERINT etc.. & Operating
 systems).
 Responsible for the Asset Inventory and EOL projects at the Contact Center.
 Network and Remote Support Engineer (1stJuly 2011)
 Apart from the above job profile started handling calls remotely for other location Pan India.
 Configuring remotely boarding pass, and Ticketing printers.
 Providing remote support to all engineers at 10 Airport Offices, 2 Airport Lounges, 10
 Engineering Offices, 10 Cargo Offices and 11 Town Offices of Emirates in India.

IT Service ManagementTechnical SupportIncident ManagementCustomer SupportProblem ManagementService-Level Agreements (SLA)

Sutherland global services

Senior Technical Support Executive

May 2008 – Feb 2010 · 1 yr 9 mos

Worked as Mentor for Dell Escalation Team (Mumbai).
· Responsible for sending reports to client and sharing innovative ideas to help the process.
· Providing resolutions and to share updates sent by the client with the team members
· Handling the email sent by the customer's to the client and taking appropriate decision.

IT Service ManagementTechnical SupportIncident ManagementCustomer SupportProblem ManagementService-Level Agreements (SLA)