Mar 2016 – Mar 2017 · 1 yr · Gurugram, Haryana, India

• Led the end-to-end delivery of the Distributed State Machine (DSM) initiative, a master state management service designed to streamline and unify state transitions across critical Buy & Return flow components. I collaborated closely with engineering, product, and operations teams to align objectives, mitigate financial leakage, and eliminate inconsistencies between distributed component state machines. The DSM service introduced centralized monitoring of state changes, SLA adherence, and breach detection, with automated alerting and ticket generation to accelerate operational resolution and improve system reliability.
• Managed and led the Marketplace Health Program, focused on building systems to identify and mitigate ongoing risks and fraud associated with customers, sellers, and the supply chain across multiple channels. The program played a critical role in controlling key organizational metrics such as Return-to-Origin (RTO), Product Abuse (PA), and fraud scores. Structured around three major verticals—customer, supply chain, and seller fraud—the program encompassed several strategic projects aimed at developing near real-time services for detecting, analyzing, and preventing fraudulent activities. I worked cross-functionally with product, engineering, data science, and operations teams to deliver scalable solutions that strengthened marketplace integrity and improved business outcomes.

Apr 2014 – Mar 2016 · 1 yr 11 mos · Gurgaon

• Managed the Voyager platform, the core product of Expedia Inc. responsible for handling global customer operations across all brands. Designed for high performance and real-time transaction processing, Voyager operates on a Service-Oriented Architecture (SOA) to support a wide range of customer-specific operations. The system is built with a lightweight .NET-based front-end and powered by over 80 robust Java services that integrate with Expedia’s infrastructure to ensure seamless 24x7 operations. I collaborated with cross-functional teams to drive enhancements in scalability, reliability, and operational efficiency, ensuring Voyager met the demands of a global, always-on customer service ecosystem.

Jul 2009 – Mar 2014 · 4 yrs 8 mos · Greater Delhi Area

• Managed engineering teams in India to deliver a multi-year strategic Content Management System for Kaplan, unifying educational content across global businesses with a universal model. Leveraged Alfresco and Artesia to build scalable SaaS data transformation and rendering pipelines and developed an extensible PaaS content authoring system for business units to independently manage workflows. This initiative greatly enhanced content reusability, operational efficiency, and time-to-market.
• Delivered seamless learning experience for end users by aligning with the global branding and assessment workflows of Kaplan’s diverse businesses. The project integrated a suite of open-source applications—including Moodle, Mahara, SugarCRM, Joomla, and Shibboleth—to enable personalized learning paths, secure access management, and scalable content interoperability across platforms and regions.
• Owned the migration plan to adopt open-source platforms as core business services, reducing costs, eliminating proprietary dependencies, improving efficiency, and enabling cross-business sharing. The initiative’s success was highlighted by migrating Kaplan’s main web portal to Liferay, paving the way for broader adoption of customized LMS, CMS, and DMS components as scalable solutions.

Feb 2004 – Jul 2009 · 5 yrs 5 mos

• Led and executed a multi-year project to develop end-to-end systems for sales, technical support, and customer relationship management at a leading online technical support provider. Oversaw architecture and development teams working with VC++ and Java technologies, ensuring high-quality deliverables and on-time project completion. Managed post-deployment support to maintain system performance and customer satisfaction.
• Took full ownership of enhancing a system originally developed by a third-party vendor, overcoming limitations caused by its poor design. Delivered critical improvements that aligned the system with business requirements, earning exceptional recognition and appreciation from the customer for successfully tackling a complex challenge.

Jan 2000 – Feb 2004 · 4 yrs 1 mo

• Successful projects in the tenure: CAD & Bootloader, E-EzGate, EMF Brander, Humachieve, Content Protection, VRML Browser, Telephony Application, Graphical Catalog Viewer, Big Vault, Virtual Print (Driver), Web Automation