Leadership and Team Management* Acted as the primary liaison between Engineering and UK Support Teams.* Coordinated 120+ resources across Bangalore, Ahmedabad, Baroda & UK* Provided technical leadership & mentorship, guiding engineers on best practices.* Directed cross-functional teams & Support staff, to prioritize & resolve complex customer issues.* On Time project delivery & efficient resolution of customer issues, while improving collaboration & communicationOperational Excellence and Process Optimization* Drove innovation and continuous improvement in software development processes.* Optimized support processes with KPI strategies, capability decks, & operational efficiency.* Streamlined documentation with playbooks & runbooks.* Implemented shift-left strategies & automation to reduce ticket inflow.* Collaborated across teams to clear backlogs, improve resolution times, & enhance efficiency* Focusing on ITIL, MIM, OLA, SLA, and MTTR.Incident and Escalation Management* Provided 24x7 IT support, met SLA/OLA targets, & managed incident prioritization.* Managed escalations & major incidents, optimized production environments, & led strategic initiatives.* Improved escalation management processes for operational incidents, change requests, & service enhancements. Customer & Product Portfolio Management* Managed support for 100+ customers &75+ products across Health & Care, Education, Commercial, & Legal sectors.* Oversaw a $27M GBR portfolio* Applied knowledge of customer support strategies in on-premises and cloud environments.* Directed code reviews to enhance quality & address complex technical issues.Strategic Initiatives and IT Best Practices* Ensured high standards for application performance &reliability.* Implemented ITIL best practices to optimize service delivery &operational efficiency.* Attended leadership summits & workshops in Birmingham to strategize product management phases.

* Fully responsible for Tier 3 production support across Advanced multiple business units.* Directed & coordinated various business unit teams, providing 3rd level incident & development support across diverse products.* Managed 3rd level production issue development support delivery to L1/L2 support members in the UK and customers.* Provided support to T3 development teams & support buddies, fixing production incidents on a sprint basis.* Triaged incidents within committed SLA/OLA based on priority set in Jira.* Resolved production defects and handled escalations for Priority 1 and 2 T3 incidents.* Tracked outstanding production issues regularly & owned the T3 incident production support process.* Reported weekly on outstanding support tickets across all 3 business units, encompassing approximately 18 products.* Responded to and collaborated closely with development teams to resolve open customer problems, focusing on root cause analysis and adherence to support processes.* Organized and managed a rota of developers for T3 production support during out-of-office hours and non-working days, ensuring 24/7 coverage for India and the UK.* Worked closely with India development leadership and UK-based Support/Professional/Service Desk leadership/teams.* Managed all aspects of T3 production issues and support service delivery.* Engaged and contributed to the evolving DevOps delivery strategy, plans, and methodology.* Collaborated with Service Desk, Product Management, Account Management, Cloud and Data Centre providers, DevOps, and Development teams.* Maintained control over the 3rd level product support queue and consistently reduced T3 production issue backlog

Dynamic and detail-oriented operations lead / development Manager. Around 17+ years of experience in IT (13.9 Years in Dell) with strong experience in Production Support L1,L2,L3 Management, Application Software Development management, Global business process and coordination functional Lead, Production / L3 Support, Solution Architecture and Project management skills in Master Data Management Projects, supply chain, Design and Development skills in MDM including data consolidation, integration, governance, agile and developing functions for customized business functionalities.Worked in multiple industry verticals with the areas of expertise in Appsupport / L3 / Delivery / Program / Project Management, People Management, Global Functional lead, Production /L3 functional and technical Support, Systems Analysis, Requirements Gathering and translation of Business needs into Software Requirements, design and development

1) Centaur Enquiry Web Portal : Centaur is a web based banking project, which provides Display Customer profile details and menu items and List Sub Accounts, List Outstanding orders, List Settlement Confirmation, List Failed Trades. List and view Corporate Actions, List Securities Available for Lending, List2) CARBE : CARBE is the key component of our customer service engine. The system will capture and manage work requests to various areas of ANZ e.g., to the Corporate Transaction Service Centre, the Transaction Processing Centres Etc.3)Gold: Gold is a system being developed to re-place the existing client-server-banking project. Gold provides all the banking transactions, which includes online banking, online transfers, and online payments. It also provides latest features of bulk payments, bulk transfers and also International payments in international currencies. The application uses multi-tier architecture that provides security and scalability. The database (SQL) integration is implemented using COM and MTS components written in VB.