o Pioneered innovative solutions leveraging Artificial Intelligence (AI) for faster incident cause identification, contributing to a reduction in MTTR.o Brought in multi-million cost savings through implementation of strategic consolidation of roles & functionso Collaborated closely with various application and infrastructure teams at enterprise level to deploy self-healing mechanisms that automatically trigger service failovers, enabling immediate recovery of services on Major Incident (MIM bridges)o Led the development of a multiple tools and dashboards to track efforts, improvise efficiencies, centralized reporting platforms and improvise observability & resiliency of enterprise applications resulting in faster resolution of major incidents.o Spearheading Operations engineering team conceptualization and establishment globally.

Grew through a series of increasingly impactful positions. Brought in turn around increasing challenges of customer retention and revenue growth per year. Unified/harmonized teams, processes, systems, KPI’s and technologies to bring in a customer centric approach and shift the team’s thought process towards a customer first thinking. Kept stakeholders apprised of project statuses and collaborated with leadership across business units to align initiatives.Globalized geographical diverse teams from IN, NA, UK through implementation of standard processes including Incident Management, Problem Management that resulted in significant increase in operational efficiency. Reduced Opex by automating manual tasks and improving scalability by implementing DevOps culture and improving scalability and availability of applications to 98%Implemented world-class incident and problem management processes, resulting in a 10% Year-Over-Year (YOY) reduction in Mean Time to Restore (MTTR).Implemented cost-saving measures resulting in a 25% reduction in labor costs through strategic offshoring and insourcing from vendors.Successfully orchestrated 1100+ disaster recovery exercises for critical applications and infrastructure, achieving a high success rate of 98% through cloud and bare metal recovery solutions.Established multiple high-performing teams from inception throughout my leadership career, focusing on Service Delivery and Operations. Nurtured individuals within these teams by standardizing job roles, designations, career paths, and implementing comprehensive training and upskilling programsLed the service delivery of a diverse clientele of 800+ enterprise customers and supporting a wide array of technologies including Windows, Unix, AIX, Mainframe, AS400, Storage, Network, Solaris, AWS, VMware, Hyper-V, and Databases.

Promoted to a leadership role to develop and plan strategy, support the development of SunGard’s capabilities and operationalize service offerings. Worked across teams to provide the knowledge, resources and tools to deliver exceptional service to external clients, win in the marketplace and support the company’s growth and profitability. Developed a trusted advisor relationship with customer stakeholders and partners to drive service adoption to ensure they are leveraging the solution to achieve full business value.o Developed and executed a retention strategy tailored for At-Risk premier customers, resulting in the successful retention of exposed revenue.o Successfully persuaded multiple large multinational clients to participate in public case studies, highlighting tangible business results achieved through partnerships, resulting in the publication of four marketing case studies.o Oversaw business retention and growth of premier client portfolio, safeguarding $84 million in revenues.o Championed white-glove operations support for over 95 premier clients, resulting in a significant boost in Customer Satisfaction (CSAT) score by over 40%.o Elevated NPS score by 3x through the cultivation of a culture centered on robust customer advocacy, with a strong emphasis on rapid response and faster resolution of technology issues.

Responsible for delivering Service Management across key customer account. Spearheaded as a subject matter expert on IaaS, Paas, hybrid and Public Clouds and guided the team with the best practices and solution. Developed and implemented a structured framework around delivery of premier services with defined and measurable KPI’s to ensure customer satisfaction, on-time performance of incidents, projects and complex changes, reduce change failure and ensure high availability of services.

* Successfully drove lifecycle management (LCM) activities, maintained up-to date technical documentation, including production & recovery configurations, application dependency maps, run books, patching schedules, overall solution architecture document, recovery strategies / plans, contract changes and service performance reports* Executed incident, change and project activities, implemented new services, data center migrations to private and public clouds in close collaboration with Data center operations * Designed, developed, executed solution architectures and disaster recovery strategies across multiple technologies Compute, Storage, Network for premier clients to meet present and future business needs* Performed proactive infrastructure audits across CI monitoring, patch/hardware/firmware/OS/capacity levels to maintain health and scalability of the infrastructure* Successfully planned and executed complex infrastructure changes and projects in close collaboration with operations and engineering teams* Driven multiple quarterly business reviews, monthly service reviews on-site with executive leadership level to strengthen relationship and align services one step ahead of the client’s needs* Proactively recommended and delivered solutions/design changes in close collaboration with Consulting and Solution engineering to meet client’s IT needs

Hired to provide technical design and solutions to customers in terms of cloud computing adoption as a trusted customer advisor. Designed and proposed solutions that address the client’s need demonstrating how cloud services benefit the customer’s business. Collaborated closely with Sales, Product Management. Consulting & Engineering groups to support pilot customers, renewals, and expansion opportunities.

• Responsible for Service improvement across Incident Management, Problem Management, SLA Management and Change Management processes with focus to ITIL & ITSM Service Delivery Practices.• Conducting Account level Trainings for 750+ audience comprising of Application Teams, App Managers, Delivery Managers on process improvements and best practices for SLA Management to improve account level performance.

• Responsible for Planning, Design, Implementation and Administration of Data Storage and Backup Infrastructure management for enterprise clients• Provide technical leadership and for performing Backup and recovery of data, servers, applications and rebuild the systems after a disaster or unexpected event

• Responsible for Planning, Design, Implementation and Administration of Data Security and Network security management for medium and large enterprises• Providing Enterprise Level technical support to multiple Symantec security products, restoring virus infected systems impacted by Intrusion

• Providing premium technical support of various Linksys and Netgear Networking devices like Wired and Wireless Routers, Switches, Modems, Wireless Cameras, VOIP devices