Program Management: Leading a portfolio of IT Programs and Projects for the Ethics & Compliance business area, including the GSIP Program for data consolidation and visualization, and the Cloud Modernization Program for migrating analytics Data Lake and Compliance monitoring system to AWS.Budgeting & Resource Optimization: Ensuring efficiency and alignment with organizational goals through strategic budgeting and resource allocation across the portfolio.Stakeholder Engagement and Management: Collaborating with E&C stakeholders to define vision, strategy and roadmap, maintaining continuous alignment with business objectives.Team Collaboration & Development: Facilitating successful development and delivery by establishing proper environments, information, and processes. Managing and mentoring Agile teams, fostering a culture of quality, compliance, and innovation.

Leadership & Compliance: Leading diverse scrum teams across geographies, ensuring timely delivery, compliance with SOPs, ITIL processes, and participation in audits and inspections.Agile Methodology & Scrum Management: Championing Agile principles, conducting scrum ceremonies, and implementing Agile methodologies for effective project execution.Product Implementation & Customization: Facilitating end-to-end product development, including documentation, customization, and maintenance, while ensuring quality and timeliness of deliverables.Collaboration & Solution Identification: Collaborating with business stakeholders for requirements gathering, technical specifications, and driving software application vision, strategy, and training. Recognized for business process design and SLA negotiation.Risk Management & Software Development: Managing end-to-end software development, including code reviews and testing, and identifying risk mitigation actions in collaboration with System Owners.Budgeting & Resource Optimization: Ensuring efficiency and alignment with organizational goals through strategic budgeting and resource allocation across my portfolio.

Client and Domain: Shoppers Stop (Retail); India Infoline Ltd. (Financial)Incident Management: Led in resolving major incidents, managing bridge calls, ensuring timely communication, and reducing downtime. Developed protocols to improve response times and service restoration.Performance Tracking: Monitored and reported adherence to Key Performance Indicators (KPIs), focusing on consistent measurement of system performance and reliability.Problem Management: Linked Incident to Problem tickets, drove Root Cause Analysis, maintained the Known Error Database (KEDB), and implemented preventive measures to reduce incident recurrence.Change Management: Chaired the Change Advisory Board (CAB), prioritized and evaluated changes, ensured accuracy within Change Requests, and evaluated change effectiveness for continuous improvement.Collaborative Teamwork: Fostered a cohesive and efficient operational environment through knowledge sharing, mentorship, and collaboration with team members.

Client: Becton Dickinson (Pharmaceutical)Transition and Team Management: Facilitated the transition of system support responsibilities, including offshore handovers, and set up support teams, calculating Full-Time Equivalent (FTE) requirements for optimal resource allocation.Incident and Problem Management: Acted as an incident manager to resolve technical and functional issues, minimized downtime, linked Incident to Problem tickets, led Root Cause Analysis, and maintained the Known Error Database (KEDB).Technical Support and Escalation Management: Provided Level 2 technical and functional support, coordinated with other teams for resolution, and served as the primary point for managing and resolving high-level technical escalations.Training and Development: Responsible for training and developing support team members and users, enhancing their technical skills and knowledge of the supported systems.Leadership: Led the team through clear delegation, conflict resolution, and constructive feedback, fostering a positive and productive work environment.

Client and Domain: GlaxoSmithKline (Pharmaceutical)User Support and Monitoring: Fulfilled user requests, Provided Level 2 technical and functional user support for GlaxoSmithKline's web applications, and monitored systems using SiteScope and Topaz tools.Incident Management: Led initiatives to manage incidents, swiftly restored systems and services, and tracked and reported Key Performance Indicators (KPIs).Problem Management: Participated in Problem Management teams, conducted Root Cause Analysis, and maintained and updated the Known Error Database (KEDB).Training and Development: Developed user guides, and oversaw the operations of the myLearning (an e-Learning system based on Plateau) and myGSK (a resource portal based on Plumtree) applications.System Restoration: Acted promptly to restore systems and services during Major incidents, ensuring minimal disruption to users.