Administer support for 46 mission-critical supply chain applications to ensure seamless operation and high system availability. Lead cross-functional collaboration between technical and business teams to expedite incident resolution and improve efficiency. Direct team of 30 contractors by optimizing workflows, boosting productivity, and fostering a culture of accountability. Craft and submit Statements of Work (SOW) to streamline vendor contracts and align deliverables with organizational objectives. Establish data-driven performance metrics to evaluate and enhance team effectiveness. Conduct Quarterly Business Reviews (QBRs), while leveraging Key Performance Indicators (KPIs) to drive actionable insights. Control $5M annual budget by implementing cost-saving strategies to maximize resources. Design and deploy real-time dashboards in JIRA, ServiceNow, and Tableau for improved visibility and reporting.Key Accomplishments:● Improved uptime by 15% via delivery of system upgrades and feature rollouts on schedule and within budget.● Lowered escalations by 40% by fostering alignment with business stakeholders to prioritize technical initiatives.● Boosted 20% in customer satisfaction over six months by establishing feedback mechanism for frontline support.● Led incident response protocols, decreasing average downtime by 35% and ensuring consistent system availability.● Reduced recurring issues by 25% and increased team efficiency by 20% through the introduction of process enhancements.● Decreased 30% of resolution times by orchestrating collaboration with engineering and product teams to address issues.● Accomplished 15% cost reduction through automation and resource optimization along with managing program budgets.● Achieved 90%+ issue resolution rate within SLA timeframes by spearheading frontline support for critical business systems.● Enabled proactive issue resolution and reduced critical incidents by 25%, while analyzing support data to identify new trends.

Conceptualized and implemented program plan for New Gen planning application, from discovery to execution. Defined program scope and aligned milestones in collaboration with business stakeholders and product management. Enhanced SDLC efficiency and quality by advising teams on best practices and restructuring workflows with validation gates. Led cloud migration for application components, while ensuring performance and scalability. Partnered with UX and business teams to create user-centric UI wireframes. Created training materials and conducted sessions to support user onboarding. Optimized JIRA workflows and automated processes to improve transparency and productivity. Delivered progress reports using JIRA and internal tools to track deliverables and communicate updates to stakeholders.Key Accomplishments:● Elevated quality of deliverables, and greater project transparency by optimizing JIRA SDLC workflows.● Increased team efficiency by 30% by establishing and tracking KPI reporting and management systems.● Maximized CI/CD pipeline deployment success rate to 75% through process automation and best practices.● Maintained 95% on-time delivery rate for critical projects by leading distributed teams across three continents.● Abridged job execution time by 85% (from 4hr to under 45min) through migration of applications from on-premise to cloud infrastructure.

Spearheaded developer productivity programs for engineering community of 500+ engineers for resolving critical pain points with targeted strategies. Directed Quarterly Business Review (QBR) creation and facilitated discussions with senior leadership, while driving actionable insights to boost engineering efficiency. Championed process optimization, communication enhancements, and stakeholder alignment to foster continuous improvement and operational effectiveness. Conducted business reviews to assess KPIs, evaluate program health, and deliver data-driven recommendations for engineering and compliance teams. Restructured organizational design to cut development costs and minimize production bugs. Built and deployed dashboards using Tableau, Looker, Datadog, and Splunk to elevate program transparency and stakeholder engagement. Streamlined compliance workflows, increasing productivity and reducing manual processing errors.Key Accomplishments:● Minimized processing time by 50% and manual errors by 80% through optimization of manual compliance processes.● Reduced onboarding time by 70% and support queries by 80% with process improvement and systems automations.● Reduced development time by 80% and code maintenance costs by executing program focused on code modularization.● Drove 30% improvement in system uptime and threefold reduction in mean-time-to-resolve incidents through SRE teams’ management.● Created and implemented program to enhance developer productivity and software quality, resulting in a 5x increase in feature velocity.● Attained 60% improvement in software development delivery timelines and timely release of software products by managing agile teams.

Directed team of 40 engineers and product managers, while focusing on optimizing system architecture, ensuring error-free design practices, and improving overall productivity. Facilitated agile ceremonies to drive team efficiency and foster cross-functional collaboration for seamless program delivery. Oversaw product releases, tracking progress and ensuring adherence to timelines, while managing bug dashboards to maintain high SLA resolution rates. Performed end-user training sessions to promote smooth adoption of new tools and processes. Streamlined customer relationship management (CRM) processes using PRPC PEGA to enhance operational responsiveness and efficiency. Streamlined workflows in core banking systems to boost productivity across financial organizations.Key Accomplishments:● Accomplished consistent SLA resolution rates through effective bug dashboard management.● Saved 10–15 hours weekly in customer service operations by automating core banking processes.● Increased adoption rates and seamless process integration by performing targeted end-user training.● Improved system reliability and reduced operational errors by spearheading error-free design practices.● Diminished response times from 30 minutes to under five minutes by enhancing CRM processes using PRPC PEGA.● Minimized cycle time by 60% and shortened life cycle from 12 weeks to four weeks, while improving release processes.

• Participated in architecture, design, and workflow implementation using Metastorm, Pega, and other BPM technologies.• Reviewed project specifications and created low-level designs.• Coordinated efficient large-scale software deployments.• Represented the software applications engineering team during large and complex development projects.• Introduced agile methodologies and development best practices to the division to enhance product development.• Conducted regression testing and submitted observations to the development team.