Professional

Wharton Graduate (UPenn) – CTO, Product Management & Strategy; E.M.B.A – Operational Effectiveness; M.S – Business Intelligence & Analytics; Agile; ITIL; TOGAF; AI/MLOps; DevSecOps; CICD; IT Service Excellence/Delivery/Management (ServiceNow); Automations; Orchestration
PROFILE:

High-Performance Technology Leader with 13 years of experience in multiple domains, across industries, leading large-scale digital transformations and optimizing IT operations. Proven track record of aligning technology initiatives with business objectives, driving operational efficiency, and enhancing security posture. Industry experience in High-Tech, Consulting, Telecom, Financial Services, and Retail. Brings wide ranging skills in Business / Project / Product / People Management, Technology, Operations, Finance, Consulting, Solutioning, Architecture, Development, Delivery, Innovation, Strategies, Ethics, Best practices & standards, ESG.

Expertise in Digitizing Enterprise Workflows, Service Management, Hybrid Multi Cloud, Application Migration, Microservices Architectures, Cloud Native Engineering, Data Center Optimization, and FinOps. Talented storyteller, presenter, program leader, relationship manager, negotiator, team builder, mentor, and coach. 

HIGHLIGHTS & ACHIEVEMENTS:
  • Implemented DevSecOps, SRE, IT Service Excellence/Service Delivery/Service Management, Cloud practices at Keystone Technologies, 8451, Discover, Barclays & Capgemini.
  • Strategized and Implemented Ops approaches (SSOT, MVOT, AIOps, MLOps, ITOps, DevSecOps, ChatOps, InfraOps, CICD), and Automations (Orchestration, Integrations, Self-Healing Applications) across the organization for safer, faster automations and continuous deployments – $25M+ effort.
  • Led implementations of ServiceNow ITSM & ITOM from ground-up and migrated data from ~20+ apps to ServiceNow – $20M+ effort.
  • Led building of Hybrid Multi Cloud Infrastructure from ground-up and migrated ~135+ apps from on-prem – $35M+ effort. Conduct regular disaster recovery and business continuity testing across all support locations.
  • Facilitate quick decision making through automation of 100+ processes, increasing speed of deployment by 60%.
  • Won Award and Accolades for building scalable automations by constantly striving for improvement, reducing costs by $1M per application area.
  • Formed, led, and managed Global 24×7 Production Support teams and Technology Helpdesks.
COMPETENCIES:
  • Product Management: Leading end-to-end solutioning and delivery of complex technology programs including oversight and management of technical, administrative, commercial, and stakeholder relationships.
  • IT Operations Management: Running 24×7 multi-shore IT Operations and Systems Support covering Compute, Network, Storage, Applications and Databases. Deploying full-stack monitoring using Datadog, Prometheus, Grafana, Thanos and AppDynamics, Event Management and Service Impact Management Tools and Batch Job Scheduling. Utilize predictive analytics and AI to proactively identify and address potential issues before they impact services.
  • OnPrem, Private/Public Cloud, Cloud Native, DevSecOps: Architecting Hybrid Multi Cloud, Application Migrating, Reengineering Applications for Microservices Architectures, Containers, Everything-As-Code, SRE, CICD, Automations.
  • ServiceNow Digital Workflow Solutions: Delivering comprehensive solutions using ITSM, ITOM, ITBM, ITAM, CMDB, Discovery, Service Mapping, CSM, HRSD, FSM, SecOps, App Engine, Integration Hub, Low Code/No Code, MID Server, Cloud Management, Event Management, Orchestration, Predictive Intelligence, Performance Analytics, Service Desk, Service Level, Service Catalog, Request Fulfillment, Incident, Problem, Change, Knowledge Management.
  • Digital Strategy: Shaping Digital Enterprise Vision, conducting Capability Assessment & Fit-Gap Analysis, developing Roadmaps, planning Transformation Journeys, developing Architectures, and Governance Models.
  • Data Center Modernization: Leading initiatives for Data Center Consolidation, Process Optimization, Automation, System Refreshes, Disaster Recovery, and Service Continuity.
  • IT Spend Optimization & APM: Developing Hardware, Software, and Intellectual Asset Management Strategies, ITAM processes & tools. Leading Application Portfolio Rationalization, and Cost Optimization.
EDUCATION:
  • Executive MBA in Operational Effectiveness, Ottawa University, 2023
  • Master of Science in Business Intelligence and Analytics, Saint Joseph’s University
  • Bachelor of Engineering in Electronics and Communication Engineering, Anna University
PROFESSIONAL DEVELOPMENT:
  • Chief Technology Officer Program, The Wharton School (UPenn), 2024
  • Product Management and Strategy, The Wharton School (UPenn), 2024
  • Technology Acceleration Program, The Wharton School (UPenn), 2024
  • Business Analytics: From Data to Insights, The Wharton School (UPenn), 2024
  • Launching a Startup, Stanford Graduate School of Business, 2023
  • ServiceNow Fundamentals Training, ServiceNow
  • Business Intelligence Certificate, Saint Joseph’s University
  • Testing Tools Training, Mind Q Systems Pvt. Ltd.
  • VHDL Training, CETPA InfoTech Pvt. Ltd.
PROFESSIONAL EXPERIENCE:
Keystone Technologies LLC (August 2024 – Present)
Help clients with Digital Strategy, Journey to Cloud, App Migration, DevSecOps, Service Assurance, Service Management and Program Delivery Management. Responsible for running and scaling ServiceNow business for clients in US, Canada, and Latin America. Carrying ACV, TCV, and EBITDA targets. Provides oversight to Solutioning, Project Delivery, and Manage Services delivery from multiple shores. Work horizontally with various industry vertical business units to continually build and grow pipeline. Lead sales pursuits, engages with clients to generate opportunities by pitching variety of offerings such as Advisory Services, Implementation, Custom Development, and indigenously developed Industry Solutions. Works with CoEI and line managers to upskill teams in newer ServiceNow solutions and finetune offerings portfolio. Perform multi-faceted leadership roles in NA Intelligent Cloud & Infrastructure and IT Service Excellence practices. Lead the design and implementation of a comprehensive business continuity plan using ServiceNow, reducing potential downtime by 40%. Implement AIOps, MLOps solutions using ServiceNow ITSM, ITOM to automate event correlation, reduce alert noise by 70%, and improve mean time to resolution (MTTR) by 40%. Integrate Datadog, Prometheus, and Grafana for enhanced monitoring and alerting, improving incident response time by 30%. Develop and deploy machine learning models for predictive incident management, resulting in a 30% reduction in critical outages. Utilize TOGAF framework to develop an enterprise architecture that aligned IT operations with business objectives, resulting in a 20% reduction in operational costs. Lead service assurance process improvement and automation initiatives. Extend toolset capabilities by architecting and developing custom functions for systems monitoring, application performance monitoring, automated recovery actions, and job scheduling failures. Lead process improvement and automation initiatives. Manage 24×7 Eyes-On-Glass Team of 18.
8451 LLC (March 2023 – June 2024)
Led Service Excellence, DevSecOps, SRE implementations using ServiceNow, Datadog, Prometheus, Grafana, Thanos, AppDynamics, GitHub Actions, Azure, Terraform and with 11 engineers to provide end-to-end automations to customers – Self-service, Self-Healing, Automations (Orchestration, Integrations), CICD, application support and monitoring. Managed and scaled ServiceNow based on the need for better ITSM, ITOM, ITAM, SecOps using ITIL standards. Implemented ITIL-aligned processes, improving incident management efficiency by 45% and change success rate by 30%. Optimized ITSM processes using ServiceNow, improving mean time to resolution by 50% and customer satisfaction by 35%. Led digital transformation initiatives, resulting in 30% improvement in operational efficiency and $5M annual cost savings. Implemented DevSecOps practices, reducing deployment time by 70% and improving code quality by 40%. Implemented SRE practices, improving system reliability from 99.9% to 99.99% and reducing MTTR by 40%. Led migration to containerized microservices architecture using Kubernetes, improving scalability and reducing deployment time by 60%. Designed and implemented CI/CD pipeline using Ansible, Helm, Terraform, Azure, Kubernetes, GitHub Actions, and SonarQube, increasing release frequency by 300%. Led cross-functional Agile teams in delivering critical IT projects, consistently meeting deadlines and under budget. Spearheaded migration to hybrid cloud environment (AWS, Azure), achieving 99.99% uptime and 25% reduction in infrastructure costs. Designed and implemented Zero Trust security model, reducing security incidents by 60%. Led implementation of FinOps practices, resulting in 20% reduction in cloud spend and improved resource utilization. Mentor, manage and lead technology teams with best practices and standards, code reviews, knowledge management, continuous learning, community of excellence, no-code/low-code/reusable scripts and actions resulting in dynamic and high performing talent. Spearhead architecting automation and service management initiatives with a fiscally responsible approach to stay within $7M budget. Resolve business problems with innovative thinking and engineering practices, earning a proven track record for being an effective technology leader.
Discover Financial Services (January 2019 – March 2023)
Architected and implemented ITSM, ITOM, ITAM, CSM, HRSD, SecOps, App Engine for better service and Operations. Implemented Digital Strategy, Service Management, Program Delivery Management across the business to move towards ServiceNow ITSM for better tracking and service delivery to be able to implement AIOps/MLOps with the huge amounts of internal data collected. Integrated 20+ applications (Jenkins, Jira, GitHub, PCF, IWS, OpenShift, Datadog, AWS, Azure, Ansible, etc.) to ServiceNow and migrated data to ServiceNow for building Single Source of Truth, Multiple Versions of Truth, leading to 60% faster and safer deployment for automations (Self-service, Self-healing) as well as a 35% reduction in engineering costs. Collaborated with stakeholders by fostering diversity of thought and creative solutions, expertly managing geographically distributed team of 8 on-site and 10 offshore. Enhanced operations by instituting agile methodologies, increasing productivity by 20%. Flawlessly implemented 5+ initiatives (community of excellence, microservices architecture, reusable code/workflows, no code – low code, automated patching, engineering best practices & standards, modern Patterns, technical patches and server upgrades, etc.). 
TECHNICAL SKILLS:
  • Business & Operations: Lean Management, Agile Methodologies, Business Process Reengineering (BPR), Total Quality Management (TQM), Enterprise Resource Planning (ERP) Systems, Customer Relationship Management (CRM), Business Continuity Planning, Risk Assessment and Management, Vendor Management, Stakeholder Management, Cross-functional Team Leadership, Business Intelligence and Analytics, Digital Transformation, Change Management, Continuous Improvement Methodologies, Cost Reduction Strategies, Inventory Management, Demand Forecasting, Sustainable Business Practices, Regulatory Compliance, Negotiation and Conflict Resolution, Strategic Partnerships and Alliances, Product Lifecycle Management, Business Model Innovation, Data-Driven Decision Making, Crisis Management, Operational Risk Management, Lean Six Sigma, Key Performance Indicator (KPI) Development and Tracking, Business Process Outsourcing (BPO), Industry 4.0 Technologies, Internet of Things (IoT) in Operations, Blockchain in Supply Chain, Circular Economy Principles, Customer Experience Management, Financial Modeling and Analysis, Mergers and Acquisitions Integration, Global Operations Management, Multicultural Team Management, Strategic Sourcing
  • Finance: Financial Statement Analysis, Budgeting and Forecasting, Cost Accounting, Capital Budgeting, Risk Management, Financial Modeling, Variance Analysis, Profit and Loss (P&L) Management, Balance Sheet Management, Cash Flow Management, EBITDA (Earnings Before Interest, Taxes, Depreciation, and Amortization), Debt-to-Equity Ratio, Working Capital Management, Liquidity Ratios (Current Ratio, Quick Ratio), Profitability Ratios (Gross Profit Margin, Net Profit Margin), Activity Ratios (Inventory Turnover, Accounts Receivable Turnover), Leverage Ratios (Debt Ratio, Interest Coverage Ratio), Dividend Policy, Mergers and Acquisitions (M&A) Analysis, Valuation Methods (e.g., Discounted Cash Flow, Comparable Company Analysis), Portfolio Management, Asset Allocation, Tax Planning and Strategy, Financial Regulations and Compliance, International Finance and Foreign Exchange, Derivatives and Hedging Strategies, Blockchain and Cryptocurrency Knowledge, Financial Technology (FinTech) Awareness, Environmental-Social-Governance (ESG) Investing, Data Analytics in Finance, ROI, ROIC, ROE, ROA, WACC, NPV, IRR
  • Product Management: Management, Net Promoter Score (NPS), Customer Effort Score (CES), Product-Market Fit, User Story Mapping, A/B Testing, Feature Prioritization Frameworks (e.g., RICE, MoSCoW), Product Roadmapping, CAC, LTV, TAM, GTM, Value Proposition, Developing Prototype, OKR, KPI, Dashboards, R&D, Best practices & Standards, Knowledge
  • Methodologies & Frameworks: SAFe (Scaled Agile Framework), Lean Startup Methodology, Design Thinking, Six Sigma, Agile, Scrum, Kanban, ITIL, TOGAF
  • IT Operations: DevSecOps, SRE, AIOps, MLOps, ITOps, InfraOps, ChatOps, GitOps, NoOps, FinOps, DataOps
  • Cloud, Container: AWS, Azure, GCP, OpenStack, PCF, Docker, Kubernetes, OpenShift, Terraform, Ansible, Helm
  • Tools: Datadog, Prometheus, Grafana, Thanos, AppDynamics, IBM Netcool, Tivoli, Hashicorp Vault, GH Actions, SonarQube, Dynatrace, RabbitMQ, ServiceNow, Jira, Jenkins, PagerDuty, xMatters
  • Development: C, SQL, Shell, Visual Basic, Ruby, JSON, YAML, Python, PowerShell, Visual Basic, ServiceNow (Business Rules, Client Scripts, Script Includes, UI Policies, Workflows, Flow Designer, UI Pages, Scheduled Jobs, UI Actions, UI Builder, Data Policies, JavaScript, AngularJS, HTML/CSS, Integration Hub, REST, SOAP API integration, Email Scripts, Transform Maps)
  • Databases: Oracle, MySQL, MongoDB, PostgreSQL
  • Operating Systems: Linux, Solaris, UNIX, MS-Windows, RHEL, Ubuntu, Fedora, CentOS
  • Network & Security: Zero Trust Security Model, SIEM (Security Information and Event Management), SOAR (Security Orchestration, Automation and Response), Penetration Testing, Vulnerability Assessment, IAM, Active Directory, LDAP, Routing, DNS, Firewall, TCP/IP, SNMP
  • Others: Microsoft Excel, PowerPoint, Word, Tableau, SAS
  • Soft Skills: Leadership, Inter-personal communication, Integrity, Dependability, Open-mindedness, Teamwork, Creativity, Problem-solving, Critical thinking, Adaptability, Presentation skills, Emotional Intelligence, Negotiation Skills, Conflict Resolution, Time Management, Mentoring and Coaching
  • Data Management, Analytics: Data Governance, Data Lake Architecture, ETL (Extract, Transform, Load) Processes, Real-time Analytics, Data Visualization, Business Analytics, Data Analytics, Big Data & Analytics, Database Management, Predictive Analytics, Web Analytics, Activity Mapping, Single Source of Truth, Multiple Versions of Truth
  • Latest Technology Trends: Blockchain, Cryptocurrency, Smart Contracts, Artificial Intelligence (AI), Generative AI, Machine Learning (ML), Deep Learning, Neural Networks, Decision Trees, Feature Engineering, IOT, Low-Code/No-Code Platforms, Integrations, Automations, Automation with Robots (Robotics)