As Delivery Head, I am responsible for leading a very large delivery organization helping propel Manufacturing and Utilities industries in Brazil, through Transformational programs such as ERP implementation and support (SAP, Oracle, Salesforce), Digital, Cloud, BPS and other key strategic initiatives. In this role, I lead the leaders of account delivery in improving governance, cross-skilling and operational efficiency, as well as championing the technical direction and solution of Pre-Sales/Sales opportunities.As Client Partner/Sales Director (Farming), I manage a wallet of 14 regionally-placed global customers, acting as a liason and trusted advisor to senior executives in translating their global agendas onto the regional strategic landscape and nuances, while organically growing and cross-selling existing services through a robust end-to-end sales cycle management, from deal qualification to solutioning to negotiation and closure, continuously aiming for win-win relationship in business.

Head of IT Delivery Services, responsible for managing our portfolio of Banking, Financial Services and Insurance clients across the Brazillian market, leading a talented 500+ workforce in the delivery of key products and services, including software development and testing factories, ERP, RPA, application modernization, cloud migration along with strategic partners, among other specialized solutions.In this role, I was responsible for end-to-end delivery execution of application development, modernization and cloud migration contracts, spearheading Digital Transformation and Cloud adoption for a group of select clients that are leaders in the Banking & Financial Services Sector.My responsibilities include accounts’ P&L, margin optimization, audit & compliance, maintain high CSAT/NPS scores, delivery excellency, talent development/training programs, and leverage Wipro’s broad range of Capabilities/IPs to further advance our “software factory” model, acting as a consulting/trusted partner to our clients, therefore translating their business objectives into sophisticated and tailored technical solutions and implementation.

During this role, I managed all contractual budget, schedules, KPI's, Service Levels, and deliverables as related to the delivery organizations. I led the leaders of support organizations across the globe, to ensure the stability and growth of the client's IT Infrastructure at a sustainable pace. I provided technical consultancy to clients regarding risks and issues management and provided effective solutions appropriate for regulatory, modernization, and transformational business objectives. I oversaw multiple IT optimization programs/streams, providing guidance on priority, ROI, and client expectations, while removing any barriers from technical and business perspectives. A few of my notable accomplishments are mentioned below:► Crafted and implemented a comprehensive cost reduction roadmap for continuous contract profitability and marginal increase through the optimization and leveraging of workforce globally combined with powerful automation capabilities.► Enhanced automated incident resolution by 75% with less than 10 minutes as MTTR by implementing Ansible automation across all IT Infrastructure departments.► Identified organizational needs and captured business opportunities while consistently exceeding goals, building relationships and supporting superior customer experiences.

In this role, I oversaw multiple teams of diversified workforce from across the globe, catering teams and collaborator’s technical goals and career objectives. I executed a Cloud migration project for a major bank’s production systems using Agile/iterative approach. I developed and delivered automation solutions for Infrastructure and compliance management, including automated incident handling, patching, and health-checking, and fully automated ticketing. I fostered robust relations with senior management, stakeholders, and clients with a keen focus on accomplishing desired business objectives. I directed complex IT Outsourcing projects, and contributed in initial data collection through go-live and day-2 support. I uncovered potential issues and implemented best practices to mitigate issues while ensuring compliance with regulations. I organized and managed reports for informed decision-making. I aligned business goals with IT objectives using state-of-the-art technologies to reduce costs and improve reliability of enterprise systems.A few of my notable accomplishments are mentioned below:► Deployed a mass Migration Factory to virtualize over 2000 physical servers and migrated over 6600 additional virtual servers to a new VMware platform► Spearheaded disaster recovery automation while bringing RTO of all production systems of a bank to 10 minutes, with one-click activation.► Defended multiple audits, including FFIEC/FBA, SOC1, CORPORATE and implemented robust Risk and Issue Management controls to maintain audit-readiness posture.► Negotiated over $3M USD in additional services (RFS) and coordinated delivery, ensuring requirements and quality expectations were met.► Obtained 10/10 Executive Customer Satisfaction surveys (NPS) from clients.

Delivered program management expertise for over 40 strategic projects related to Infrastructure and Middleware components for a major Bank in the US. Conducted a Data Center assessment and crafted a comprehensive Best Practice recommendation, ranging from cooling, rack/cabinet optimization and refresh/consolidation recommendations. Coordinated architectural assessment which uncovered single points of failure in existing infrastructural solutions, and led the remediation of each identified case. Selected Contributions:► Attained 10/10 scores in two CSAT surveys by implementing CRM strategies in different lines of business.► Reduced labor expenditures by $300K by optimizing processes and automating operations.► Removed over 2000 no-value-add incidents/month by executing enterprise-wide monitoring assessment and standardization in a client’s environment.► Re-designed the server patching cycle and build/decomm tooling and process for a US Bank, improving compliance rate from 80% to 99.9% and streamlined testing/validation tasks.

Technical leadership role responsible for overseeing the maintenance, configuration, and reliable operation of 7000+ network equipment and links for a bank in the US. Configured, maintained, and upgraded routers/switches across all branches and remote ATMs, achieving 99.5% availability. Implemented Storm/Hurricane Disaster's real-time impact executive reports for 1800+ bank branches, combining weather, network monitoring, commercial power data to anticipate branch closings in affected areas, protect their employees and notify customers to proceed to other locations. Spearheaded an in-depth investigation bringing manufacturer and support groups on attacking a critical hardware issue affecting +550 devices and assembling an emergency replacement plan to avoid extended outages.Selected Contributions:► Developed and delivered technical project scope, processes, and procedures, with over 100 technical articles published internally on supporting a very large and critical network fleet for a major bank in the US.► Delivered over $200K/year in cost avoidance to the client by assessing network requirements for 400+ stand-alone ATMs that had been deployed with oversized circuits, and revalidating inactive circuits still being billed by the ISP.

Learned the basics of IT infrastructure, End-User Support and web development, supporting SMB companies in Sorocaba, as well as public/govn't agencies in Votorantim. Co-developed and implemented the first rudimentary real-time online streaming of a sports competition in Brazil back in 2006, for the national U-15 Cup in Votorantim, complete with imaging, text narration. That's Digital Transformation since day 1!