Lead a team that is responsible for technical operations for Axway’s managed services globally (North America & APAC). Responsible for developing and instituting business processes to build, implement, support, and adjust operational models that align with the managed services software support industry best practices. Additionally, act as primary participant in the sales cycles to assist the sales teams in driving new managed cloud (SAAS) /On premise services opportunities.

Led multiple teams/accounts and created strategic partnerships to drive overall business performance. Established operational objectives, policies, and procedures. Developed reporting and performance metrics to enable better forecasting and resource management. Directed escalation management processes to identify, track, monitor, and manage critical situations.• Direct the efforts of the team in the achievement of the strategic and operational objectives of the group. • Provide oversight of resources, budgets, quality, and projects. • Manage the hiring, staffing, and maintaining of a diverse and effective workforce. • Ensure team exceeds on SLA targets and ensure Continuous Service Improvement. • Planning and delivery of all components of implementation work for the entire team including iteration planning, resourcing, execution, metrics reporting, quality plan, and schedule tracking. • Responsible for career development/planning, performance and pay discussions of directly reporting team members. • Helped increase the revenue and margin by over 40%

Led multiple teams for a large hospital chain within the US. Planning and delivery of all components of implementation work for the entire team including iteration planning, execution, metrics reporting, quality plan, and schedule tracking.• Interfaced between Revenue Cycle and Clinical Application users and diverse teams to identify the impact and execute smooth and successful remediation of application.• Interfaced with users and diverse teams to identify the impact of switching to HIPAA transactions and execute smooth and successful remediation of application. • Design integration of Premier (Payment posting application) with other Revenue Cycle application. • Monitor daily progress/status and makes adjustments/corrections to ensure optimal performance and service. • Subject Matter Expert and responsible for providing guidance and technical advice and mentoring in resolving complex problems.• Anticipate operational issues and develops preventive measures.

Worked as a developer and tester in one of the major telecom’s providers in UK. Designing automation data driven framework on EScamp. Creation of automation regression test scripts, execution, maintenance, and enhancement of scripts as per the application change requests for every new release on QTP.• Troubleshooting complex technical issues occurring in Live systems.• Analyzing and reporting the defects in the system which cause bad customer experience.• Collaborating with the development teams to come up with effective development strategies to resolve the Live defects.• Designing effective workarounds for the existing defects in the systems to avoid any delay in Customer delivery.• Liaising with different components to resolve Live issues and tickets.