• Direct operations for a leading Indian crypto exchange and blockchain solutions provider.• Lead IT Ops, Tech Support, Customer Support, and Bank-related Support teams• Implement robust security measures for user funds and data protection• Oversee platform maintenance and scaling for rapid user growth• Develop infrastructure upgrade plans for enhanced performance and security• Align IT strategies with business goals and regulatory requirements• Expand payment options and improve platform accessibility• Elevate customer experience across all support channels• Plan 24/7 multilingual support for India's diverse user base• Focus on reducing response times and improving first-contact resolution• Enhance platform scalability and reliability through advanced practices• Optimize system performance for increasing transaction volumes• Streamline banking partnerships and improve fiat on/off-ramp processes• Enhance fraud detection and prevention measures• Strengthen security to protect user assets and maintain trust• Improve operational efficiency to reduce costs and increase profitability• Develop and mentor high-performing teams across operational areas

• Led critical incident management for RealPage, a leading SaaS provider in the real estate industry• Orchestrated major incident bridge calls, driving efficient problem-solving and swift service restoration• Implemented and refined incident management processes, significantly improving mean time to respond (MTTR)• Collaborated with CIO/CTO stakeholders to align incident management strategies with business objectives• Collaborated with the 24/7 Network Operations Center (NOC), ensuring round-the-clock incident response capabilities• Spearheaded the establishment of the Incident Management process and Operations base in India, expanding global support• Leveraged ITIL best practices to enhance incident and problem management workflows• Conducted root cause analyses and led postmortem meetings to prevent incident recurrence• Composed executive-level communications and client-facing root cause analysis reports• Utilized Salesforce and Pager Duty for incident tracking, reporting, and knowledge management• Implemented and analyzed KPIs to continuously improve incident management performance• Applied strong command and control skills during critical incidents, coordinating cross-functional teams• Utilized monitoring tools like SCOM, SolarWinds, and AppDynamics to proactively identify potential issues• Collaborated with Product Support to investigate and resolve customer-reported performance issues• Participated in Change Advisory Board meetings to stay informed of system changes and potential impacts• Demonstrated proficiency in Linux, Microsoft Server environments, and cloud application technologies• Employed data analytics and PowerBI for trend analysis and predictive issue resolution• Mentored junior team members, fostering a culture of knowledge-sharing and skill development• Expertly balanced technical acumen with strong communication and interpersonal skills• Consistently met or exceeded operational metrics and KPI standards

• Implemented Agile methodologies, enhancing project efficiency and cost-effectiveness.• Fostered team communication for successful project completion.• Developed detailed project plans with clear timelines and budget requirements.• Led diverse teams, ensuring adherence to company standards.• Enhanced QA/QC processes, reducing product defects.• Addressed client concerns promptly, improving product quality and customer satisfaction.• Trained and mentored junior staff in QA/QC best practices and incident management.• Facilitated cross-departmental collaboration for operational efficiency.• Managed budget allocations for optimal resource utilization.• Monitored product quality, driving continuous improvement initiatives.• Enhanced communication channels between support teams and customers.• Implemented a robust knowledge management system for easy access to critical product information.• Mentored junior team members, enhancing their technical proficiency.• Streamlined incident response times, enhancing customer satisfaction.• Developed comprehensive incident management plans to minimize downtime.• Led teams in resolving complex technical issues, ensuring timely solutions.• Identified improvement opportunities and developed plans for process enhancement.• Coordinated seamlessly among departments during large-scale transformation initiatives.

• Implemented Agile methodologies, enhancing project efficiency and cost-effectiveness.• Fostered team communication for successful project completion.• Developed detailed project plans with clear timelines and budget requirements.• Led diverse teams, ensuring adherence to company standards.• Enhanced QA/QC processes, reducing product defects.• Addressed client concerns promptly, improving product quality and customer satisfaction.• Trained and mentored junior staff in change management, incident management, and documentation.• Facilitated cross-departmental collaboration for operational efficiency.• Managed budget allocations for optimal resource utilization.• Enhanced communication channels between support teams and customers.• Implemented a robust knowledge management system for easy access to critical product information.• Mentored junior team members, enhancing their technical proficiency.• Streamlined incident response times, enhancing customer satisfaction.• Developed comprehensive incident management plans to minimize downtime.• Led teams in resolving complex technical issues, ensuring timely solutions.• Identified improvement opportunities and developed plans for process enhancement.• Coordinated seamlessly among departments during large-scale transformation initiatives.

• Started in aviation across multiple roles: Aircraft Maintenance, Airport Operations, Customer Services, Aircraft Turnaround Coordination, Certified Load Controller, Marshaller, and Safety Auditor.• Transitioned into Aviation IT due to a strong interest in aviation technology, leading projects and entering the Information Technology sector.• Played a key role in customizing Inform software for IndiGo Airlines, overseeing deployment and training at multiple Indian locations.• Implemented efficient airport operations adhering to regulatory standards, enhancing operational efficiency.• Managed flight schedules to ensure punctuality, minimizing delays and customer complaints.• Developed comprehensive emergency response plans, ensuring swift action during critical incidents.• Conducted regular audits to improve Airside and Flight safety protocols at airports.• Managed budgets across airport operations, optimizing resource allocation and reducing costs.• Implemented training programs to develop a skilled workforce for handling operational challenges.• Streamlined ground support services, reducing turnaround times and increasing airline profitability.• Led Ground Support and Airside departments, overseeing hiring, training, and mentoring for effective aircraft handling.• Managed a 45-member team, providing training, guidance, and unbiased performance appraisals.• Completed Operational and Leadership Excellence trainings successfully.