Sep 2024 – May 2025 · 8 mos · Bengaluru, Karnataka, India

• Solution Design and Development Leadership: Lead end-to-end solution design and development in collaboration with the global engineering team, driving implementation and issue resolution.
• Project Planning and Management: Create and sign off on project planning documents during the Operational phase, ensuring project success.
• Efficiency and Delivery Excellence: Lead end-to-end delivery, optimizing efficiency, managing costs and risks, ensuring on-time execution, and driving continuous efficiency improvements.
• ROI and Value Proposition: Develop ROI and value propositions to encourage contract renewals and foster business growth.
• Global Team Management: Lead global project teams, manage resources, collaborate with senior management to drive continuous innovation, and exceed goals.
• Stakeholder Management: Manage escalations and maintain clear communications with global stakeholders to ensure successful customer outcomes.

Dec 2023 – Aug 2024 · 8 mos · Bengaluru, Karnataka, India · Hybrid

• Global Team Management: Lead global support team, manage resources, collaborate with senior management to drive continuous innovation, and exceed goals.
• Stakeholder Management: Manage escalations and maintain clear communications with global stakeholders to ensure successful customer outcomes.
• Service Level Agreement (SLA) Compliance: Ensure that delivery and support SLAs are consistently met as defined in Statements of Work (SOW).
• L2/L3 Support Process: Establish and manage the L2/L3 support process, overseeing Product Support post-launch. Possess a strong understanding of PMP tools and cloud architecture.

Jan 2022 – Nov 2023 · 1 yr 10 mos

• I take the helm in end-to-end solution design and development by working closely with the global engineering team, overseeing the implementation process, and resolving any issues that may arise. During the Operational phase, I'm responsible for creating and signing off on project planning documents to guarantee project success. Efficiency is at the core of my leadership style. I lead end-to-end delivery, optimizing processes for enhanced efficiency, managing costs and risks, and ensuring that projects are completed on schedule. I am committed to continuously improving efficiency and striving for excellence in all aspects. My role extends to developing ROI and value propositions to promote contract renewals and support business growth. Leading global project teams, managing resources, and collaborating with senior management, I am a driving force for continuous innovation and exceeding set goals. Managing escalations and maintaining transparent communication with global stakeholders is crucial to ensure successful customer outcomes. Furthermore, I consistently uphold delivery and support Service Level Agreements (SLAs) as outlined in Statements of Work (SOW). Lastly, I am dedicated to establishing and overseeing the L2/L3 support process, especially for Product Support post-launch, with a strong understanding of PMP tools and cloud architecture.

Sep 2021 – Dec 2021 · 3 mos

Jan 2021 – Sep 2021 · 8 mos

May 2019 – Dec 2020 · 1 yr 7 mos

• Well-versed in building positive relationships with customers and other stakeholders. Strong requirements gathering, scope development, and inventory coordination abilities. Skilled at overseeing complex, high-value technical projects with excellent planning competencies.

Jan 2019 – Apr 2019 · 3 mos

• Versatile Principal Engineer proficient in providing technical leadership and team direction. Manages Support and deployment processes. Strong trainer, complex problem-solver, and conflict manager.

Feb 2016 – Dec 2018 · 2 yrs 10 mos

• Practiced troubleshooter with excellent diagnostics and repair abilities, strong attention to detail and methodical approach. Boosts system performance by thoroughly evaluating and correcting software issues.

Jul 2014 – Feb 2016 · 1 yr 7 mos

Feb 2013 – Jun 2014 · 1 yr 4 mos · Greater Bengaluru Area

• My primary responsibilities include providing support for software development by creating flowcharts, layouts, and documentation that outlines software requirements and solutions. I also craft verification plans and quality assurance procedures to ensure the development of robust software. Another key aspect of my role involves troubleshooting, debugging, and upgrading existing systems to enhance their performance and functionality. I am dedicated to ensuring the seamless operation of mortgage systems by diagnosing and resolving technical issues. I conduct in-depth root cause analysis and maintain RCA Templates and an incident log to facilitate effective communication with customers. In addition, I develop scripts and automation tools to streamline troubleshooting, monitoring, and issue resolution processes. I promptly identify and assist customers, adhering to Service Level Agreements (SLAs). My commitment to documentation is evident in the detailed records I maintain, covering issues, resolutions, and best practices for reference and knowledge sharing. Furthermore, I implement and oversee advanced monitoring and alerting systems to proactively detect issues before they impact end-users, contributing to the overall efficiency and reliability of the systems I support.

Jun 2010 – Aug 2012 · 2 yrs 2 mos · Greater Bengaluru Area

• I've demonstrated my proficiency by effectively utilizing scripting languages to create custom scripts, tackle system issues, and automate complex tasks, resulting in streamlined maintenance activities. During my tenure at CGI India, I assumed a crucial role by providing advanced technical support and successfully resolving intricate issues. My expertise also extended to contributing Subject Matter Expertise (SME) input to establish a collaborative and efficient working relationship with the Onshore Assessment Office. Independently, I've excelled in diagnosing and resolving the most complex and critical technical system issues, surpassing the capabilities of Level 1 and Level 2 support teams. Furthermore, I've actively engaged with customers on complex issues that necessitate customer support, serving as a bridge between the organization and external customers, and ensuring effective communication and issue resolution.