Jan 2024 – Present · 2 yrs 4 mos · Jena, Thuringia, Germany

• Fraction Delivery/Product/Services Leader:
• Few examples of what I can help you with:
• 1) Support org: I can help growing agencies or service orgs to go from firefighting to a scalable ITIL-style support org, using what I implemented and scaled at Demandware or Ideatarmac.
• 2) Better Margins with Automation: To help agencies and service teams turn their most repetitive project work into reusable accelerators and frameworks that add to margin. Similar to how I turned custom payment integration projects into a payment SDK at Ideatarmac to increase margins by 30-40% and now doing same with Plumbed using AI.

Mar 2013 – Dec 2023 · 10 yrs 9 mos · Jena, Thuringia, Germany

• Helped launch or maintain 100+ Salesforce Commerce Cloud (SFCC) omnichannel solutions across the world with the help of certified SFCC architects and developers.
• Managed 100+ ecommerce integration projects from sales, pre-sales to delivery to support connecting BNPLs, OMS, Logistics, search, POS, PIM and many other aspects of ecommerce.
• Achieved repeat business of upto 70% of yearly revenue through high customer satisfaction with the help of enablement, high responsive teams and proactive enhancement releases.
• Built long lasting trust-based partnerships with industry leading ecommerce vendors such as Salesforce, Shopify and Akeneo
• Built a German-Indian team of upto 40 employees
• Led 0 to 1 for 3 products-AI based ecommerce monitoring solution, payment integration framework and cloud based headless middleware for ecommerce data synchronization.

Mar 2010 – Mar 2013 · 3 yrs · Jena Area, Germany

• Responsible for EMEA Support Operations for Demandware. Few key achievements were:
• Built a new regional team from scratch while ensuring proper service levels were maintained
• Sketched and drove the enablement program for several large customers and partners
• Introduced ITIL to the world wide Support team
• Drove Solution Support initiative for European region, which included contract negotiations with customers and partners
• Conceptualized, designed and executed a Support Training program for customers and partners. This included delivering first training to Partners.

Sep 2008 – Sep 2009 · 1 yr · Bath, United Kingdom

• After few years of IT industry experience,I have finally made the move to do last college class room study of my life(hopefully).Its wonderful studying MBA at University of Bath where I have met people from all over the world from different walks of life.

Jan 2007 – Jan 2008 · 1 yr

• Application Support to Australian retail website Trading Post (www.tradingpost.co.au)
• Led the Support Team for the Australian retail website Trading Post.
• Streamlined the Support process and achieved stabilization of the application.

Sep 2006 – Dec 2007 · 1 yr 3 mos

• L3 Support to a storefront (ePrime) aligned with B2B catering needs of enterprise customers of HP worldwide.
• Led deep level support team for the application 24/7.
• Responsible for the daily/weekly/monthly metrics such as SLA reports, project perks, attendance and team performance.
• Specified the requirements and created the Business Requirement Documents, System Requirement Specifications and Requirement Traceability Matrices.
• Identified reoccurring issue as a problem, proposing solution and estimating its impact.

Jun 2005 – Sep 2006 · 1 yr 3 mos

• Functional Support for two of the e-Business & order management applications in EMEA (Europe, Middle East, Africa) where HP has direct business
• Co-ordinated and provided end to end solutions for real time issues in the application.
• Handled escalations for the application.
• Successfully performed and supervised SSTP, MTP for a major release.