Oct 2020 – Mar 2022 · 1 yr 5 mos

• Performing as Technical Leader for cloud computing, application development, maintenance and support
• Leading 24x7 globally distributed team
• Hiring, Mentoring, Coaching and Building high performance team
• Closely working with senior leadership team to achieve business goals

Feb 2018 – Sep 2020 · 2 yrs 7 mos

• Responsible for delivering application development projects, maintenance & support
• Recruiting & developing great talent aligning with business requirements and organizational needs
• Program/Project/People Management, Stakeholder Management, Vendor Management etc

Sep 2013 – Jan 2018 · 4 yrs 4 mos

• Manage to provide 24x7 production support for Central reservation systems, Loyalty & CRM Suites of applications for Marriott International
• Proven track record of managing and supporting critical business applications
• Experience of managing medium to large, globally distributed team
• Responsible for Team Management, People Management, Stake holder management and Team's performance appraisal system
• Manage day to day support/operations, maintain the production stability & controls of mission critical systems by ensuring production issues and user queries are addressed within the agreed SLA
• Escalation point for production incidents, lead teams to trouble shoot issues, work with development teams to provide resolution in a timely manner
• Provide periodic status reporting / communications / metrics to the stakeholders, build strong partnership with the stakeholders
• Drive the root cause analysis for incidents and work with the required stakeholders to address them and bring down the incident count
• Ensure system issues are tracked, managed, categorized, prioritized and resolved by working with development/maintenance team to address them
• Lead the team to provide support and technical assistance to ensure the smooth delivery
• Initiate Continuous Support Improvement, develop and implement new and existing processes to increase efficiency and productivity
• Lead automation and innovation initiatives for the client
• Having strong domain knowledge of Hospitality, Banking & Finance Industry
• Ability to identify opportunities and develop new ideas that will lead to improvements
• Ability to analyse a complex problem and identify potential solutions by exploring and analyzing diverse alternatives
• 24/7 Customer Support and Service Delivery Onshore Offshore Model
• Good decision making skills
• Strong written and oral communication skills

Aug 2010 – Aug 2013 · 3 yrs

• Lead and prioritize the Application Support team’s work load
• Onshore (Stamford, CT, USA) Lead at Marriott International for Loyalty & CRM application suites
• Engaged in client interaction, shared weekly & monthly metrics, addressed client escalated incidents
• Managed and owned the Incident and Service Management Process
• Developed, coordinated and promoted the effective functioning of incident management activities
• Reviewed and approved application/infrastructure releases and configuration changes
• Provided technical leadership
• Interacted with internal teams and external 3rd party vendors to trouble shoot and resolve complex problems
• Designed appropriate metrics for reporting on key performance and quality indicators, particularly in terms of in-depth incident trend analysis
• Maintained application monitoring, performance tuning and testing
• Provided 3rd line Application Support on complex internally and externally developed applications
• Provided input to administering and maintaining all production environments
• Provided input to the implementation, backup and roll-back plans
• Ensured there are robust procedures and processes within the application support function
• Followed appropriate support procedures and policies (i.e. change control, release, configuration, problem and incident management)

Jul 2007 – Jul 2010 · 3 yrs

• Worked as a developer at Client location (American Express), Minneapolis, US for Payment Processor Application
• Interaction with clients, gather business requirements and objectives
• Translate clients’ business requirements and objectives into technical applications and solutions
• Co-ordinated with 7 offshore team members and well versed with offshore onshore model
• Design, develop and implement new integration
• Execute system development, maintenance and support activities
• Develop solutions to improvise performance and scalability of systems

Apr 2005 – Jun 2007 · 2 yrs 2 mos

• Client : American Express
• Responsible for the Design, Develop, Unit Testing, Deploy and Support best in class software development processes and tools
• Defined the module specific requirements for development projects
• Developed coding and design tasks to ensure software meets specified performance and reliability requirements
• Prepared system understanding documents and application support documents related to the project