Jul 2022 – Oct 2025 · 3 yrs 3 mos

• Led a 20-member global support team for Oracle Financials Cloud (Accounts Payable), ensuring 24x7 seamless service delivery, SLA compliance, and superior customer experience. I drove operational excellence and customer trust through escalation management, incident resolution, and cross-functional collaboration with Development and Product teams.
• Focused on data-driven decision-making, automation, and AI-driven workflows, I scaled team productivity and improved customer satisfaction while aligning implementation and support outcomes with business goals. I also represented Support in executive forums, QBRs, and customer briefings, strengthening partnerships and driving retention.
• Key Highlights:
• Designed and rolled out a new support framework, reducing TTR by 25%, minimizing escalations, and sustaining CSAT >4.5/5.
• Drove adoption of AI-enabled workflows and knowledge frameworks, improving first-time resolution accuracy by 15% and boosting team efficiency.
• Acted as the primary escalation point for critical global issues, safeguarding strategic accounts and enhancing customer experience.
• Built a continuous learning culture to accelerate SME development and reduce knowledge silos.
• Strengthened incident management and RCA practices, ensuring proactive prevention of recurring issues.

Apr 2010 – Jul 2022 · 12 yrs 3 mos

• Specialized in Oracle Database, RAC, Data Guard, Exadata, and related technologies with deep expertise in RAC/DB installation, patching, migration, and automation.
• Served as Escalation Manager for high-priority global customer issues, driving rapid resolution through strong stakeholder management and technical leadership.
• Designed and implemented structured new-hire training and mentorship programs, accelerating onboarding and building long-term technical depth across teams.
• Delivered multiple customer-facing webcasts on emerging database technologies and features, enhancing customer engagement and strengthening team expertise.
• Championed proactive initiatives such as PUMA (Proactive Upgrade and Migration Assistant) to streamline upgrades, improve adoption, and significantly reduce escalations.

Jul 2005 – Apr 2010 · 4 yrs 9 mos · Bengaluru, Karnataka, India · On-site

• Built and led a 30-member tech support team for JP Morgan Chase, driving workflow efficiency and ensuring business continuity readiness (BCP).
• Managed infrastructure support for American Express, introducing automation to streamline system operations and strengthen security compliance.
• Contributed to the development of voice-guided systems for Bank of America during early career, gaining strong exposure to enterprise technology solutions.