Mayur Surana Email & Phone Number

Hyderabad, Telangana, India

At Aretedge, we stand at the forefront of the digital revolution in the gaming and eSports industry. Our commitment is to empower gaming platforms, eSports organizers, and their communities with cutting-edge IT solutions and services, ushering in a new era of decentralized gaming.

Hyderabad, Telangana, India

As a Delivery Head at Magneto IT Solutions, I played a pivotal role in executing custom web development and E-commerce projects, specifically focusing on Magento platforms. My primary responsibilities involved ensuring projects were delivered on time and met evolving customer specifications. I established and adjusted project goals, managed scope changes, and coordinated with team leaders and clients to achieve project milestones. By managing employee workloads and building long-term client relationships, I facilitated seamless project execution and delivery. Additionally, I led the delivery team, ensuring high competence and operational excellence, while also addressing customer inquiries, negotiating delivery rates, and developing process improvements for enhanced cost efficiency and time savings.Key Responsibilities:- Ensure timely and customer-specific project delivery, adapting as needed.- Establish and adjust project goals and scope changes in consultation with team leaders and clients.- Manage employee workloads based on customer needs and deadlines.- Build and maintain long-term client relationships.- Plan, coordinate, and troubleshoot delivery activities.- Lead and direct the delivery team, ensuring high competence and operational excellence.- Evaluate team performance and identify training needs.- Serve as the primary contact for customer inquiries and negotiations.- Develop process improvements for cost efficiency and time savings.- Report delivery status and develop required documentation.

My role in the organization is of an Architect and Senior Consultant was to conducts studies, investigate the latest technology developments and analyze impact on current and future system requirements along with drafting and presenting proposed corporate policies, procedures, practices and standards. I also had to review, evaluate, test, implement, integrate, and operationalize new tools and technologies used to meet ServiceDesk needs. Providing continued analysis, trending, and capacity planning of these tools and their implementation will also be necessary to ensure optimal health, availability and performance of the environment.Key Responsibilities- Ability to accurately and efficiently architect and implement products of chosen expertise as a single Business Unit multi-product solution and/or a cross Business Unit multi-product integrated solution within the client environment through utilizing Services Best Practices. - Meet or exceed customer expectations by designing, scoping, assessing and delivering solutions that address the client's business requirements and are within the "Scope of Work" as agreed.- Effectively troubleshoot technical integrated solution implementation issues for solutions of chosen expertise. - As a project technical team lead contribute product and solution expertise, and provide project planning support as required to deliver a successful client engagement. - Meet target billable utilization as defined by this role. - Serve as a mentor to all Services Consultants who are actively engaged as part of the project team on assigned client engagements. - Demonstrate a commanding ability to assess the client's current infrastructure, business requirements and planned budget to effectively position and design a complete Technology Framework solution that adheres to Services Best Practices.

This position is responsible for managing the implementation of business objectives for a global support team with focus on a specific product solution set; to expedite the successful resolution of external and internal customer issues and escalations. Manage a virtual team of 8 to 14 regional and global engineers assigned to specific product solution sets.Key Responsibilities- Service Now Implementation Specialist- Building Block Owner / Product Owner for Global ITSM tools mainly ServiceNow & CA Service Desk- Ramp-down the onshore team and Ramp-up offshore resources for complete handling of Product / Building Block- Managing Migration Projects - Development Track - Integration Track - Infrastructure Track - Migration of 800+ customer/GBU accounts- Manage Development Projects - Automation - Customization - Managing RFCs/ Enhancements (End to End) - Efforts & Cost Estimations - Managing POs and RFC/Enhancement Billing-Project Transition Manager- Service Manager - Managing the End to End services for global customers - Managing L1, L2, L3 Operation support with team of 22 FTEs globally - Managing L4 Development Team of 12 FTEs globally - Managing Costs, Operation Margin, Revenue of Complete building block - Managing SOs, POs with GBU/Customer - Ensure 99.9% availability of service - Reduce Major Incidents and avoid outages - 24*7 operational support of all Global customers

This position is responsible for technical guidance to the global support community on a product solution set, by leading the resolution on complex questions, issue recreations, and product to product integrations. Also provides mentoring and training of engineers within the same community to deliver quality and customer satisfaction. Key Responsibilities- Investigate technical problems to determine the root cause and forward findings to Sustaining Engineering. - Perform Problem Source Identification (PSI) through the use of code debuggers and the inspection of code logic. - Research and investigate complex questions or CA product defects for the product line. Use traces, dumps, debuggers, reviewing product source code, or other software tools as a precursor to involvement by the Sustaining Engineering team. - Provide technical leadership to the global support community; establishes community forums, writes papers, review knowledge documents and provide training to engineers within the same community; occasionally required to provide training for customers. - Provide visible technical leadership across the global product line; foster the technical community, identify cross training opportunities and drive timely technical reviews of knowledge management content. Work to improve the team's performance, product capabilities, and customer satisfaction. - Collaborate with the Support Planning team for the product line to drive direction through enhancements or fixes that are considered predominant issues by the customer base or user group. - Advocate for the improvement of RAS (Reliability, Availability, and Serviceability) technology. - Contribute to reviews and product requirement discussions with the Development team. - Lead the team effort to resolve escalated support issues. - Participate in user group seminars, webinars, or sessions to help educate the customer base.

This position is responsible for the expert technical knowledge of and ability to effectively design, scope, and assess products of the chosen solution expertise both single Business Unit multi-product solutions and cross Business Unit multi-product integrations within the client environment.Key Responsibilities- Ability to accurately and efficiently architect and implement products of chosen expertise as a single Business Unit multi-product solution and/or a cross Business Unit multi-product integrated solution within the client environment through utilizing Services Best Practices. - Meet or exceed customer expectations by designing, scoping, assessing and delivering solutions that address the client's business requirements and are within the “Scope of Work” as agreed to Customer. - Effectively troubleshoot technical integrated solution implementation issues for solutions of chosen expertise. - As a project technical team member contribute product and solution expertise, and provide project planning support as required to deliver a successful client engagement. - Demonstrate a commanding ability to assess the client's current infrastructure, business requirements and planned budget to effectively position and design a complete CA Technologies solution that adheres to Services Best Practices. - Help build the knowledge base in the communities in which you choose to participate in – including lessons learned, best practices, tools, and methods and learning events using SharePoint as the enabling technology. Notable Among the Client Worked Onsite:- Microsoft Corporation, Redmond, U.S.A.- Florida Department of Transportation, Florida, U.S.A.- Raymond James Inc., Florida, U.S.A.- Bell South, Georgia, U.S.A.- Buckeye Technologies, Tennessee, U.S.A.- Marsh & McLennan Co, New Jersey, U.S.A.- Florida Department of Tolls, Florida, U.S.A.- Sheetz Inc, Altoona, Pennsylvania, U.S.A.- Lazard Fréres & Co. LLC, New York, U.S.A.

This position involved testing Windows Vista, Office 12 and various applications compatibility on this operating system. During execution phase we analyze and execute various test cases, and write other relevant test cases depending on the test pass. Detailed Study of the Client’s request on the logged issues and understand the criticality of the issues and respond to them on priority basis. The testing methodology followed is Exploratory Testing.Key Responsibilities- Contributing to ownership of a functional area and delivering excellent quality for one of the major releases in Microsoft.- Worked on improvement of process by conducting analysis on review findings and audit findings and Root Cause Analysis after respective phase.- Responsible for client interaction and QA coordination with different teams. - Creating automated installation and configuration procedures for company and third-party applications on the OS build.- Used Microsoft Product Studio to log Bugs and Issues, Double Diamond as Test Management System to log Test Results, Track Test Results and Report Test Execution.- Understanding changes for bug fixes and running regression testing.- Involved in mentoring/training team members on manual testing aspects.- Responsible for Test pass execution and as a part of the bug triaging team, had to constantly monitor Bug Status and Bug Flows.- Managing and maintaining track of team resources and requirements specifications.