Jul 2018 – Jul 2023 · 5 yrs · Bengaluru Area, India · Hybrid

• I started my career as the Director – ITSM and currently I am serving as a Senior Director (India IT head, Enterprise Reliability and Site Reliability Engineering (SRE), Service Management and Technology Operations Leader).
• In my present role, I am accountable for developing and executing a strategy and roadmap to accomplish organizational excellence in the application of ITSM services, procedures, and tools throughout Pan India's retail transformation technology. My primary focus is to transform the IT organization by providing best practices that support service management and overall service delivery. To ensure the availability, performance, security, and reliability of our applications, I am solely responsible for the site reliability engineering function.
• I am a stronger partner with application teams in the development and modernization of core applications by incorporating new and existing technologies. Furthermore, I am collaborating with the engineering, solution architecture, and DevOps teams to ensure that our efforts have a high impact across the organization through high stability & reliability across the technology landscape.
• In addition, I collaborate with project sponsors and cross-functional teams to plan improvement initiatives and transformations. Successfully managing large enterprise-wide programs for the retail function. I also manage and mentor the global service management workforce in India. By leading the implementation of performance management processes, training and development opportunities, and actively managing employee retention among local teams, ensuring that the workforce is aligned with organizational objectives.

Jun 2016 – Jul 2018 · 2 yrs 1 mo · Bengaluru Area, India · On-site

• As the Vice President, I collaborated with Executive Leadership to create and implement new capabilities that would deliver effective DB service delivery at scale, in line with the Infra and DB COE and Service Delivery strategy. Additionally, I identified and escalated local and cross-functional risks to other COE leaders and supported the implementation of risk mitigation activities.
• I was also actively leading the development of audits and controls designed to meet business process and data quality targets. I worked with business partners to ensure consistent agreement and application of definitions, measurements, and interpretation.
• To ensure strategic objectives were met, I managed the allocation of financial and human resources, and fostered a culture of accountability and operational excellence through the implementation of best practices and standard operating procedures.
• Furthermore, I was responsible for identifying and implementing operational efficiencies and automation opportunities to ensure seamless operations, increase customer satisfaction, and drive business growth. I also created a collaborative culture to recognize and reward high-performance teams, inspiring career growth.
• As a sponsor of a cross-functional leadership team, I provided cross-functional leadership that enabled HR, Legal, Operations, and other teams to establish new Tech capabilities in GCC outside India. I led multiple transformation program, transitioning more roles to India in my functional capability and resulting in Opex cost savings for that capability.

Aug 2015 – Jun 2016 · 10 mos · Bengaluru Area, India · On-site

• As the Client Director, I shouldered the responsibility of directing strategy for large, strategic accounts, including driving and coordinating executed selling and relationship activities. My efforts led to the expansion of the P&L and securing multiple services contracts for Oracle in 2015, with a total award value of millions.
• I also ensured the successful delivery of 24x7 application, infrastructure, and end-user services support to all technical and business users of a multi-million-dollar revenue-generating client. To maintain excellent customer relations, I developed and sustained client relationships within assigned key accounts pan-India, identifying opportunities and meeting customer requirements.
• Through my efforts, I established and maintained executive relationships with clients and became their trusted advisor. I was able to facilitate business growth by transforming and scaling the account business, while fostering and sustaining commercial relationships with a major BFSI client, with a total contract value of USD millions.

Jan 2015 – Aug 2015 · 7 mos · Bengaluru Area, India · On-site

• Owned consolidated service delivery for portfolio of 10+ key USA based BFSI customers; owned P&L accountability, grew the portfolio value from USD 50 M to USD 57+ M and delivered 15% growth.
• Led Engineering, Compliance & Control functions along with Infrastructure service delivery responsibilities for the whole region.
• In this role, I gained success in winning 2 new big RFPs for 2 major American accounts in the infrastructure and Service delivery space worth million-dollars.

Jan 2010 – Dec 2014 · 4 yrs 11 mos · Bengaluru Area, India · On-site

Feb 2006 – Jan 2010 · 3 yrs 11 mos · Bengaluru Area, India · On-site

Jul 1998 – Jan 2005 · 6 yrs 6 mos · USA · On-site

Jan 1996 – Jul 1998 · 2 yrs 6 mos · New Delhi Area, India · On-site