Wharton Graduate (UPenn) – CTO, Product Management & Strategy; E.M.B.A – Operational Effectiveness; M.S – Business Intelligence & Analytics; Agile; ITIL; AI/MLOps; DevSecOps; CICD; ServiceNow; Automations; Orchestration
PROFILE:
High-Performance Technology Leader with 12+ years of experience in multiple domains, across industries. Industry experience in High-Tech, Consulting, Telcom, 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 IT Service Excellence, DevSecOps, SRE and 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 – $35M+ effort.
- 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, reducingcosts 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.
- 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.
CERTIFICATION, EDUCATION & TRAINING:
- Chief Technology Officer Program, The Wharton School (UPenn), August 2024
- Product Management and Strategy, The Wharton School (UPenn), August 2024
- Technology Acceleration Program, The Wharton School (UPenn), July 2024
- Business Analytics: From Data to Insights, The Wharton School (UPenn), June 2024
- Executive MBA in Operational Effectiveness, Ottawa University, November 2023
- Launching a Startup, Stanford Graduate School of Business, August 2023
- ServiceNow Fundamentals Training, ServiceNow
- Master of Science in Business Intelligence and Analytics, Saint Joseph’s University
- Business Intelligence Certificate, Saint Joseph’s University
- Testing Tools Training, Mind Q Systems Pvt. Ltd.
- VHDL Training, CETPA InfoTech Pvt. Ltd.
- Bachelor of Engineering in Electronics and Communication Engineering, Anna University
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. Reporting to Chief Growth Officer. Provides oversight to Pre-Sales Solutioning, Project Delivery, and Manage Services delivery from multiple shores. Works 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, ServiceNow License Resell, Implementation, Custom Development, and indigenously developed Industry Solutions. Directs Go- To-Market initiatives jointly with ServiceNow Alliance leadership to upsell and cross-sell solutions, and co-branded marketing and events. 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, covering Private and Public sectors. Responsible for technical support and management of IT Operations Management Tools inherited from the client and developed in-house custom routines. 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) |
Carrying Product Management, Agile, Scrum, Metrics, Dashboards, Innovation, R&D, Scalable solutions to provide better services for customers and stakeholders. Leads DevSecOps, SRE, ServiceNow using 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, DevSecOps pipelines, application support and monitoring. Managing and scaling ServiceNow based on the need for better ITSM, ITOM, ITAM, FSM, SecOps using ITIL standards. 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.). |
Capgemini Financial Services (February 2016 – January 2019) |
Performed multi-faceted leadership roles in US, UK, India for Intelligent Cloud & Infrastructure and IT Service Excellence practices, covering financial sectors like Discover Financial Services and Barclays. Key responsibilities included: Providing Advisory and Technology Implementation Services; Ensuring Successful Delivery of Programs; Managing Client Relationships; Overseeing Resources Utilization and Financials; Driving Business Development functions covering Technical Services Sales and Pipeline Management; Contributing to Overall Practice Growth; General Management; People Development and Career Counseling to junior staff. Orchestrated deployment of CICD, DevOps, Self-service, and Self-healing Applications in addition to scheduled automations with excellent organizational skills, garnering a savings of 40% and decreased disruptions. Upgraded infrastructure by transitioning to a cloud-based system, lessening downtime by 30%. Influenced peer leaders and senior stakeholders by recommending changes to increase speed of change, reduce recovery time from incidents, and push for self-service/service catalog via automations, server management, network management, incident and security management, service delivery, service management. Manage and scale ServiceNow for various IT functions (ITSM, ITOM, CMDB, CSM, HRSD, FSM, SecOps). Performed Service Delivery/Management, Product Management, DevOps Manager duties by developing meaningful relationships and exercising sound judgment, efficiently managing ~13 software engineers across 3 countries with $3M budget. Plus, provided advisory services to small-to-mid sized IT businesses in developing Cloud service offerings, pricing, and overall business operations model. |
MicroInfo Inc. (June 2015 – December 2015) |
Provided advisory services and successfully delivered on complex project involving Azure, AWS, OpenStack, Kubernetes, OpenShift, IT Service Management, Service Assurance, Performance Management, ServiceNow. Maximized profits after researching and analyzing customer behavior data, vendors, and dead industry trends, resulting in $2M revenue increase and $1.3M savings. Streamlined operations based on exceptional problem-solving, cutting monthly man-hours by 800. Generated presentations with data regarding profitability reports, policies, internal operating inefficiencies, and industry trends, accurately disseminating pertinent information to management. |
Renovation Automation Services Pvt. Ltd. (January 2011 – August 2014) |
Worked for multiple clients like Alcatel-Lucent, Huawei providing services to telecom giants like Airtel, Uninor. Installed, configured, and maintained fast-paced Linux/Unix environments with robust expertise in RedHat, CentOS, and Ubuntu, guaranteeing smooth processing and services. Trained 18 entry level engineers utilizing excellent communication skills, proactively promoting established best practices and company standards. Completed functions (maintaining system files, participating in disaster recovery activities, providing technical support, and resolving technical issues) in a timely manner, meeting 100% of deadlines. Responsible for technical support and management of IT Operations Management Tools Ecosystem inherited from the client. Led process improvement and automation initiatives. Led service assurance process improvement and automation initiatives. Built and managed Global 24×7 Systems Support Teams of 15 to 35. |
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, Prometheus
- 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, ActiveDirectory, 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, NegotiationSkills, 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,
- 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)