Responsible for ensuring solutions are aligned to the customer's needs; operationally informed; commercially astute; and offer lean and effective processes. Work cooperatively with the business heads, pre-sales, account executives; and technical teams within Cloudrho. Oversee the day-to-day development and delivery of solutions through the stages of mobilization, design, implementation, and into BAU steady state.

Led a global team that owned design, engineering, and support for infrastructure products with varying underlying enterprise computing technologies. Managed site reliability engineering experts that encouraged platform reliability, accountability, and innovation. Provided operations support for mission-critical applications, including incident, problem, request fulfillment, release and deployment, change, capacity, and availability management. Improved overall performance, availability, and security of infrastructure systems and ensured adherence to design principles and standards. Researched and evaluated new and alternative solutions and technologies to enhance operational effectiveness and costs. Informed product and infrastructure roadmaps and drove operational change.

Developed service strategy for business services. Established service delivery goals based on organizational and business requirements. Ensured all non-functional requirements were met and maintained platform and application availability throughout the development lifecycle (waterfall, agile, DEVOPS). Established operational-level agreements (OLA) between internal support groups. Managed budget and portfolio. Established key KPIs and SLAs and drove continuous service improvement.Provided leadership to employees, consultants, and partners, enabling them to deliver positive results towards overall goals.Developed and executed assessments to measure operations maturity across all support teams and platforms. Developed a roadmap to drive maturity consistently across all teams.Handled installation, configuration, testing, and cutover of multiple continuous integration (CI) environments to support the company’s agile transformation.Executed assessment and remediation plan for disaster recovery, high availability, and single points of failure. Established routine disaster recovery drills.Assumed responsibility for internal CI / CD solution. Successfully onboarded all mission-critical applications to utilize automated build and deployment tools.

Managed delivery of operational support. Provided leadership to the operations team in supporting System administration, middleware administration, and database administration. Defined deployment strategies for SDLC and Agile frameworks. Drove best practices, automation, and processes to ensure consistent delivery and enable growth. Defined and delivered operations status and metrics to the leadership team. Ensured the project met defined SLAs and contractual obligations. Managed project profitability and resource utilization. Drove business development for IT opportunities within the telecommunications vertical.

Acted as ITSM onshore program manager for Best-in-Class framework. Participated in the development and deployment of automation maturity framework. Audited, measured, and provided recommendations to improve automation maturity for IT infrastructure services practice. Consulted with delivery and vertical teams. Provided subject matter expertise to help identify automation opportunities and map to client’s business objectives.

Handled onboarding of new IT Infrastructure services customers to ITIL-compliant service management platform. Participated in the development of a standard framework used to manage the global onboarding process. Developed solutions for event and ticket workflow management for strategic clients. Planned and implemented ITIL configuration, including CMDB, Service Catalog, and workflow parameters. Managed special service management projects, including E-Bonding and service desk end-user portal implementations.

Coordinated multiple concurrent implementation projects and functioned as primary customer contact. Participated in pre-sales solution development, including proposals, staffing, and cost estimates. Managed delivery of network and system solutions to external customers. Monitored progress, assessed project risk, and develop resolutions to meet productivity, quality, and client-satisfaction goals. Develop detailed work plans, schedules, resource plans, and status reports.

Coordinate multiple concurrent implementation projects and function as the primary customercontact.Participate in pre-sales solution development including proposals, staffing, and cost estimates.Manage the delivery of network and system solutions to external customers.Monitor progress, assess project risk, and develop resolutions to meet productivity, quality, andclient-satisfaction goals.Develop detailed work plans, schedules, resource plans, and status reports.Oversee/coordinate all resources (both internal and external) and project tasks.Conduct project meetings and interface regularly with the project owner and project stakeholders

Responsible for providing program management and consulting services to the Prudentialenterprise.Planning and implementation of long-term, nationwide projects.Directly supervised (3) staff members.Managed project teams with as many as (15) team members.

Responsible for delivering technical support to the Group Insurance staff including desktopsupport and network infrastructure support.Responsible for creating class and course materials as well as delivering training classes forPrudential employees on the following topics: Introduction to the PC, Introduction to Windows,Introduction to MS Excel, and Introduction to MS Word.Responsible for researching technical products, publishing research papers, and makingrecommendations to the enterprise.Delivered presentations at various technology conferences.