Sunny M.

Operations Associate

Gurugram, Haryana, India12 yrs 2 mos experience

Key Highlights

Results-oriented Senior Consultant with strong leadership skills.
Expert in data-driven decision making and operational efficiency.
Proven track record in managing high-performing teams.

Stackforce AI infers this person is a Fintech professional with strong expertise in IT service management and application support.

Contact

Skills

Core Skills

Application SupportPeople ManagementIt Service ManagementLeadershipProduction SupportApi Integration

Other Skills

API level debuggingAgile Project ManagementAirlinesAnalytical SkillsApplication MonitoringApplication Programming Interfaces (API)Attention to DetailBusiness AnalysisBusiness ContinuityBusiness InsightsBusiness OperationsChange ManagementClient ServicesCode repositoriesCollaborative Leadership

About

A dedicated professional with diverse expertise across financial services and consulting, currently serving as Senior Consultant 2 at Deloitte. With experience in managing performance metrics and enabling data-driven decision-making, they bring a results-oriented approach to solving complex business challenges. Past roles include leadership positions at Carelon Global Solutions India and U GRO Capital, where they contributed to operational efficiency and team success. Committed to fostering collaboration and creative problem-solving, they aim to align organizational strategies with impactful, data-informed solutions. Their work reflects a passion for driving measurable outcomes that support organizational growth and innovation.

Experience

12 yrs 2 mos

Total Experience

1 yr 9 mos

Average Tenure

1 yr 2 mos

Current Experience

Deloitte

Team Lead Manager

Apr 2025 – Present · 1 yr 2 mos · Gurugram, Haryana, India · Hybrid

Managed a high-performing team providing application and production support across L1, L2, and L3 levels.
Conducted root cause analysis (RCA) to identify and resolve issues, enhancing system reliability.
Collaborated with cross-functional teams, including product, QA, development, and business units, to ensure seamless operations.
Led performance reviews and stakeholder management to align team goals with organizational objectives.

Service-Level Agreements (SLA)DatabasesPeople ManagementApplication SupportTechnical SupportApplication Monitoring+2

Carelon global solutions india

Team Lead Manager

Apr 2024 – Mar 2025 · 11 mos

Leading a team of Engineers (L1 & L2) & providing L3 Support in case of any incident, change & preventive action required. Handling multiple projects on progress and delivery point of view, taking meeting, help the team unpick problems, keep them aligned and accountable. Providing technical trainings on support tools and changes in technologies related to help-desk; conducting feedback sessions, one-on-one meetings with team. Acting as a Primary point of contact to All LOB (Line of Business) in dealing with technology service proactive improvements, Relationship Management and overall Service Improvement Programs. Establishing the continuous process improvement cycles where the process performance, activities, roles & responsibilities, policies, procedures and supporting technology is reviewed & enhanced where applicable. Evaluating the potential suppliers using developed & agreed criteria to support alignment and understanding of the expectations & requirements of engagement. Collaborating with Compliance & Audit Teams to prepare audit reports and defining the remediation recommendations for enterprise & infrastructure applications. Spearheading end-to-end data analytics activities including business understanding, data understanding, data preparation; managing log analysis and data analysis to figure out the system trends. Leading team for software engineering services and supported key clients in development efforts, establishing standards, determining specifications and creating Service and Operational Level Agreements (SLA) and (OLA). Interviewing, hiring and training the staff members, leading performance reviews and offering constructive feedback.

Sarotech solutions pvt ltd

Technical Support Manager

Feb 2023 – Mar 2024 · 1 yr 1 mo

Leading a team of Engineers (L1 & L2) & providing L3 Support in case of any incident, change & preventive action required. Currently managing Wallet, LOS/LMS (BNPL), POS & Cards application support; analyzing logs & data to figure out the exact issue. Currently managing LMS application support; analyzing logs & data to figure out the exact issue. Working and having technical & functional knowledge on All cloud LMS Application. Providing technical trainings on support tools and changes in technologies related to help-desk; conducting feedback sessions, one-on-one meetings with team. Acting as a Primary point of contact to All LOB (Line of Business) in dealing with technology service proactive improvements, Relationship Management and overall Service Improvement Programs. Establishing the continuous process improvement cycles where the process performance, activities, roles & responsibilities, policies, procedures and supporting technology is reviewed & enhanced where applicable. Evaluating the potential suppliers using developed & agreed criteria to support alignment and understanding of the expectations & requirements of engagement; negotiating hardware and software purchases and maintenance contracts. Collaborating with Compliance & Audit Teams to prepare audit reports and defining the remediation recommendations for enterprise & infrastructure applications. Spearheading end-to-end data analytics activities including business understanding, data understanding, data preparation; managing log analysis and data analysis to figure out the system trends. Leading team for software engineering services and supported key clients in development efforts, establishing standards, determining specifications and creating Service and Operational Level Agreements (SLA) and (OLA). Interviewing, hiring and training the staff members, leading performance reviews and offering constructive feedback.

U gro capital

Manager

Oct 2021 – Dec 2022 · 1 yr 2 mos · Noida, Uttar Pradesh, India · On-site

IT ServicesIT Service ManagementCreative Problem SolvingGlobal DeliverySupervisory SkillsManagement+63

Yatra online ltd.

Product Support Engineer

May 2017 – Sep 2021 · 4 yrs 4 mos · Gurugram, Haryana, India · On-site

Project: Payments Support and Application Support to B2B & B2C customers
Responsibilities
· Performed API level debugging, knowledge of continuous integration; deployed regular build and release on Pre-Prod server and Staging server.
· Engaged in Production Support over live applications; monitored tools like Graylog
· Experienced with code repositories like GIT
· Managed issue like (integration of pg's and running issues while doing on line payments)
· Worked with clients and operations teams to identify and manage application improvement activities

API level debuggingContinuous integrationProduction SupportMonitoring toolsCode repositoriesAPI Integration

Paytm

Software Engineer

Sep 2014 – May 2017 · 2 yrs 8 mos · Noida, Uttar Pradesh, India · On-site

IT ServicesIT Service ManagementGlobal DeliveryInterpersonal SkillsApplication SupportPostman API+25

Extramarks

System Engineer

Jul 2013 – May 2014 · 10 mos · Noida, Uttar Pradesh, India · Hybrid

Project: E-Learning
· Updated patch on systems, managed users, Permissions policy
· Checked quality of newly setup system on client site and updated the same in qc sheet