Omni-Channel Digital operations for comprehensive waste & environmental services provider in US • Transformed incident handling duration by 60% with introduction of accountability matrix & updating handling processes.• Led program collaboration between Business, Product Owners, architects & vendors for delivery road map for fiscal year & product rollout timelines.• Led globally cross functional development team to improve Employee & Customer experience for service issue resolution across multiple CRM & Cloud platforms.Digital operations support for Global media & interactivity platform for developers• Delivered roadmap with 80% sustained utilization of IT dev pipeline across vendors aligning to business plan & objectives for 2023.• Ensured Production systems availability 97% & 100% SLA met for across platforms, 10% improvement over last quarter, met QBR system availability target.• Led Global launch new product with new pricing tiers & structure across vendors ensuring successful on time deployment and availability of new features for consumers.Omni-Channel Digital Transformation for Telecom Operator in US• Functioned as liaison with key business stakeholders for business needs; worked with business & product teams to prioritize needs & sequence the multi-year program roadmap.• Managed PI planning session for program across vendors & products creating a delivery timeline for fiscal year and delivery road map.• Led day-to-day activities, managed team performance, reporting program progress internally & external to leadership team, tracking & managing financials, and escalating risks / issues.Post-Merger Migration and Operations roadmap Telcom Operator in US • Defined post-merger consolidation Operations Strategy supporting single system of record providing unified customer experience service and offerings. • Defined Post merger Operations team Organizational structure & Training roadmap for unified team with 20% cost efficiency by cross training.

Digital transformation & conversion to a unified BSS post-merger platform for Telecom provider in Noth America• Led a technical team for Unix-to-Linux program and upgrade from COBOL to JAVA in 6 months saving $4.3M in hardware upgrade and license renewal and 30% reduction in Operations cost• Defined 24/7 Global Support Function to support End-to end conversion testing leading to additional 30% testing time for retest and last-minute inclusions for business needs• Coordinated with client stakeholders and vendors for all production upgrades and bug fix deployments and achieved 98% successful deployments over 3 years• Established governance, managing overall project schedule, risks, issues, and dependencies, and reporting project status to senior executive leadershipDigital transformation Business Solutions for a leading Fortune 100 Teir-1 Telecom provider in Noth America• Defined and implemented Agile Delivery, Deployment & Operate process for 300 professionals in program• Expanded program footprint by taking responsibility over 17 additional applications, saved 25% operational cost by cross training of team and alignment to best practices in program• Establish program governance and operational processes for the multi-year transformation program and Championed Production Release & Readiness process across-program and boundaries teamsDigital transformation & conversion of Business & retail customers for Teir-2 Telecom provider in Noth America• Defined standards and processes to stand-up the Program Testing Management office for a large scale, multi-year technology transformation program involving multiple vendors and contractors across geographies• Setup Data management and Defect management processes for end-to-end testing for multiple vendors and contractors across geographies resulting in 20% reduction in escaping defect to production• Established operational processes for production readiness with Live devices and for annual DR testing for BSS system

Release management for BSS solution across regional Telecom Operators in USA • Defined Release Management standards and processes for feature prioritization for delivery, Code merge schedule, Environment availability and Defect handling.• Developed tools and Process for Production readiness, Deployment Schedule, Maintenance windows and release status report for internal and external Leadership teams.

Comcast Project• Functioned as the single point of contact for project tracking, production readiness, and deployments.• Orchestrated conversion activities and Amdocs Core upgrade activities to align with project timelines.• Played a significant role in team building and leadership group activities.

Various BSS implementation projects • Led project teams implementing Biling Support System (BSS) pre-paid and post-paid systems for customer in USA, Dominican Republic, Puerto Rico, Indonesia & Taiwan.