In my role as a Product Line Manager at Ford Motor Company, I :• Defined Product strategy and roadmap (now, near & far approach) for Vehicle Servicing and Diagnostic product lines in alignment with enterprise goals.• Specialized in transforming legacy applications, technology stack upgrades and cloud migrations from Pivotal cloud foundry (PCF) to Google cloud platform (GCP).• As an IT Product owner aim for developing a scalable, maintainable products; Demonstrate biased… Show more In my role as a Product Line Manager at Ford Motor Company, I :• Defined Product strategy and roadmap (now, near & far approach) for Vehicle Servicing and Diagnostic product lines in alignment with enterprise goals.• Specialized in transforming legacy applications, technology stack upgrades and cloud migrations from Pivotal cloud foundry (PCF) to Google cloud platform (GCP).• As an IT Product owner aim for developing a scalable, maintainable products; Demonstrate biased for action in Tech-Debt remediations.• Continuous focus on enhance quality and cut cost, hence rolling out phase wise of elimination regional applications and establish a Global product to bring symmetry across regions.• Ensure revenue and customer satisfaction goals are met while adhering to financial and time constraints. • Provide leadership and mentorship to the junior product managers, software developers. Show less

In my role as a Product Line Manager at Ford Motor Company, I:• Built firm partnerships with cross-functional teams, S/W Engineers, UX designers, Busienss Products owners and ensure planned product features are delivered and Organisational Key Results (OKRs) are hit.• Refined product backlog and prioritized the features based on business criticality and customer impact. Ensured continuous progresses are happening through bi-weekly releases.• Conducted product presentations and… Show more In my role as a Product Line Manager at Ford Motor Company, I:• Built firm partnerships with cross-functional teams, S/W Engineers, UX designers, Busienss Products owners and ensure planned product features are delivered and Organisational Key Results (OKRs) are hit.• Refined product backlog and prioritized the features based on business criticality and customer impact. Ensured continuous progresses are happening through bi-weekly releases.• Conducted product presentations and demonstrations to stakeholders and C-suite executives. • Monitor and measure all product launches and feed learnings back into product development process.• Significantly reduced call volume (MIPS for Mainframe products), year over year from ~ 89 Mils. to 45 Mils, along with cost reductions from around $425K to $189K per month in 2024 as compared to 2023, demonstrates effectiveness in optimizing operations and driving efficiencies.• Successfully migrated ~10 legacy applications from PCF to Google cloud (GCP) & eliminated technical debt by transitioning from Java Struts to REACT, Mainframe DB2 to Spring Boot APIs, and Teradata to GCP Big Query in leveraging modern technologies and platforms. Show less

• Site Management: Effectively managed multiple sites (12000+ User base) and rendered Laptop, Desktop, Telephony, Network , Collaboration/VC Support. • IT Operations: Streamlined operational challenges through regular Governance review and accomplished projects milestones under tight deadline.• Colocation/Movement - Setting up two new offices of Ford India. Managed end-to-end IT Infrastructure projects from the scratch. • Process Improvement: Implemented Kaizen for… Show more • Site Management: Effectively managed multiple sites (12000+ User base) and rendered Laptop, Desktop, Telephony, Network , Collaboration/VC Support. • IT Operations: Streamlined operational challenges through regular Governance review and accomplished projects milestones under tight deadline.• Colocation/Movement - Setting up two new offices of Ford India. Managed end-to-end IT Infrastructure projects from the scratch. • Process Improvement: Implemented Kaizen for Process Improvement in IT Services & Asset Management space.• People Management: Led high-performance team of Tech Lead, Software Developers, L1/L2 Engineers, Consumer Experience Designer and Solution Architects.• Financials: Rolling out RFP, RFQs, leading Techno-Commercial discussions, negotiating, releasing POs, Contracts. Show less

• Led IT Service Desks, Incident & Change Mgmt. department for very large engagements. • Ensured goals of Incident & Change Mgmt. Processes are achieved; restoring normal service as soon as possible and within defined SLA. Ensured SLA & OLAs are met on month-on-month.• Successfully executed Planned IT Shut own, DRP & BCP Activity. Work includes documentation, Call tree update, reporting and tracking test results. Ensured employees are effectively worked from remote… Show more • Led IT Service Desks, Incident & Change Mgmt. department for very large engagements. • Ensured goals of Incident & Change Mgmt. Processes are achieved; restoring normal service as soon as possible and within defined SLA. Ensured SLA & OLAs are met on month-on-month.• Successfully executed Planned IT Shut own, DRP & BCP Activity. Work includes documentation, Call tree update, reporting and tracking test results. Ensured employees are effectively worked from remote locations.• Implemented KPI based performance evaluation system. Implemented Parameters are Transactional Quality, CSAT, Process Knowledge, Client Escalation & Schedule adherence etc. • Achieved all the Contact center SLAs: Call Abandon percentage, Average Speed of Answer, Average Handling time (AHT), First call resolution (FCR)% etc. Show less

1. Establishment of 24x7 SAP IT Service Desk Operations was a significant operational achievement.• Project Planning and Management: Outlined the project scope, objectives, and timelines along with defining the roles and responsibilities of team members and stakeholders.• Vendor Negotiations: Engaging with vendors for software, hardware, or service contracts is crucial. Evaluated potential vendors based on their capabilities, pricing, support services, and… Show more 1. Establishment of 24x7 SAP IT Service Desk Operations was a significant operational achievement.• Project Planning and Management: Outlined the project scope, objectives, and timelines along with defining the roles and responsibilities of team members and stakeholders.• Vendor Negotiations: Engaging with vendors for software, hardware, or service contracts is crucial. Evaluated potential vendors based on their capabilities, pricing, support services, and reliability.• Infrastructure Setup: Setting up the necessary IT infrastructure was essential for supporting round-the-clock operations. This includes ensuring that servers, networks, and communication tools are in place and functioning optimally.• Recruitment: Hiring skilled personnel was vital for maintaining service quality of effective L1 and L2 IT support. 2. Transitioning SAP L1 IT Support from U.S. and Japan to India:• Knowledge Transfer: Ensuring that the Indian team is adequately trained on existing systems and processes is critical.• Cultural Adaptation: Understanding cultural differences between teams in different geographical locations was important. Fostered an inclusive environment that respects diverse working styles.• Performance Monitoring: Regularly tracking key performance indicators (KPIs) such as response times, resolution rates, and CSAT scores helped to maintain Service Desk’s goals.• Operational Efficiency: Implemented robust monitoring systems to track performance metrics.3. Continuous improvement in CSAT score:• Feedback Mechanisms: Established channels for customer feedback for continuous improvement.• Analyzed feedback data which helped to identify the areas needing attention.• Service Quality Enhancements: Implemented IT Best Practices which led to higher CSAT. • Team Engagement Initiatives: Encouraging team collaboration through regular meetings, team- building activities tofoster a positive work environment. Show less

Technical Skills and Tools Utilized:• Active Directory: Managing permissions and access to networked resources (user accounts, groups, and policies) effectively.• IBM Tivoli, ITIM (IBM Security Identity Manager) and WUM (Workload Management)• Troubleshooting on Lotus Notes and Microsoft Outlook. • Remote Software Installation Troubleshooting.• Maximo Ticketing Tool: Experience in tracking service requests and incidents.Customer Satisfaction Improvement… Show more Technical Skills and Tools Utilized:• Active Directory: Managing permissions and access to networked resources (user accounts, groups, and policies) effectively.• IBM Tivoli, ITIM (IBM Security Identity Manager) and WUM (Workload Management)• Troubleshooting on Lotus Notes and Microsoft Outlook. • Remote Software Installation Troubleshooting.• Maximo Ticketing Tool: Experience in tracking service requests and incidents.Customer Satisfaction Improvement Initiatives:• Actively contributed to improving customer satisfaction (CSAT) scores.• Implemented CSAT questionnaire aimed at obtaining more actionable feedback from customers.• Leading a team of 18 engineers, which was crucial for business sustainability.Monitoring Productivity Against SLAs:• Responsible for tracking daily productivity metrics against defined Service Level Agreements (SLAs).• Preparing reports and dashboards on ticket closures and engineer performance. Show less