• Spearheaded end-to-end transition management for EMEA and global regions, ensuring seamless delivery with zero business disruption.• Designed and implemented automation strategies, reducing operational costs by 10% through Blue Prism Robotics Process Automation.• Established scalable Standard Operating Procedures (SOPs), enhancing process reliability and compliance.• Acted as the central liaison between technical teams, QA personnel, and clients to facilitate seamless integration of emerging technologies.• Directed cross-functional teams in incident management, ensuring SLA compliance and enhanced service quality.• Proactively analyzed data trends to identify risks, implement root cause analyses (RCA), and drive process improvements.• Played a key role in talent acquisition and employee development, including performance appraisals and mentoring.Key Achievements:• Awarded Excellence Award for exceptional project delivery in 2015.• Successfully transitioned five critical business functions from onsite to offshore, delivering improved efficiency and cost savings.• Led the 24x7 application and infrastructure support project transition for US and Australian businesses.

Project competencies:Shapes technical direction, governance, and best practices for development & continuous supportIdentify repetitive processes and automate them using RPA tool on Agile methodologiesActs as a Product representation to the business, stakeholders, and leadershipPrioritizes the product backlog in alignment with the product roadmapClient-Stakeholders management and overall projects and program reportingCross channel product collaboration with Product Directors and other stakeholdersStays up to date on latest technology best practices and serves as subject matter expertEnsures overall Product strategy aligns with overall Global Technology guidelines and visionSets and communicates product vision and responsible for tracking progress against strategyDefines overall product strategy, vision, and roadmap at the highest level for two digital productsPlan capacity including development, bug resolution, testing and re-evaluates based on prioritized roadmapManage Dev & Support Leads and BTA to ensure they understand business requirements and have an appropriate plan to achieve the defined objectivesAccountable for maintaining overall documentation viz. Product roadmap, Release plan, Scrum process and other project documents

Project Lead – InfrastructureNIIT Technologies | September 2009 – June 2014• Transitioned and stabilized high-priority SLA-driven operations for critical application support projects.• Delivered strategic project plans covering objectives, resources, timelines, and KPIs, ensuring on-time delivery.• Managed a team of 30, fostering a culture of accountability and continuous improvement.• Directed monthly project reviews to evaluate progress, identify challenges, and implement corrective measures.Key Achievements:• Recognized for leading CMMI Level 5 gap assessment, driving organizational excellence.• Integral team member in establishing Business Continuity Plans (BCP) at the offshore site.

Project EngineerWipro Technologies | December 2006 – August 2009• Delivered 24/7 application support for over 150 mission-critical systems for global clients in the oil and gas sector.• Implemented change and release management processes, ensuring uninterrupted operations.• Optimized incident response times, improving SLA adherence and client satisfaction.

Sr. Customer Care Executive (WFM)Dish TV | September 2005 – December 2006• Streamlined workforce management processes, optimizing agent productivity for shifts comprising 70+ employees.• Designed performance tracking systems to enhance operational efficiency.