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.
- Brings wide ranging skills in AI, ML, Blockchain, Business Intelligence, Data Analytics, Digital Strategy, Consulting, Solutioning, Delivery, and Operations.
- Experienced leading large and complex Technology Transformation Programs at Fortune 500 companies.
- Expertise in Digitizing Enterprise Workflows, Service Management, Hybrid Multi Cloud, Application Migration, Microservices Architectures, Cloud Native Engineering, Data Center Optimization, DevSecOps, Tools, andFinOps.
- Industry experience in High-Tech, Consulting, Telecom, Financial Services, and Retail.
- Talented storyteller, presenter, program leader, relationship manager, negotiator, team builder, mentor, and coach.
HIGHLIGHTS & ACHIEVEMENTS:
- Implemented IT Service Excellence, ServiceNow, DevSecOps and Cloud practices at Discover, Barclays & Capgemini.
- Strategized and Implemented AIOps, MLOps, ChatOps, InfraOps, ITOps for better Service Delivery, and Operations Automations.
- Led building of ServiceNow ITSM & ITOM from ground-up (Service Desk, Incident, Problem, Change, Service Catalog, Asset, CMDB, Service Level, Request Fulfillment, Event, Cloud, MID servers, Discovery, Service Mapping) and migrated data from ~50+ apps to ServiceNow – $20M+ effort.
- Led building of Automations, Orchestration, Integrations, Self-Healing Applications, Single Source of Truth across the organization for safer, faster automations and continuous deployments – $25M+ effort.
- Facilitate quick decision making through automation of over 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.
- ServiceNow Digital Workflow Solutions: Delivering comprehensive solutions using ITSM, ITOM, ITAM, CMDB, CSM, Integration Hub, Low Code/No Code.
- Cloud, Cloud Native, DevSecOps: Architecting Hybrid Multi Cloud, Application Migrating, Reengineering Applications for Microservices Architectures, Containers, Everything-As-Code, DevSecOps, CI/CD, Automation.
- 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 JobScheduling.
- 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:
8451 LLC (March 2023 – Present) |
Carrying Product Management, Agile, Scrum, Metrics, Dashboards, Innovation, R&D, Scalable solutions to provide better services for customers and stakeholders. Leads ServiceNow & DevSecOps Automations using ITSM, ITOM, ITAM, Datadog, Prometheus, Grafana, Thanos, AppDynamics, GitHub Actions, Azure, Terraform and with 11 engineers to provide end-to-end automations to customers – Self-service (Catalog Forms, Service Portals, Catalog Client Scripts, Script Includes, Widgets), Self-Healing (Incident based Workflows, Business Rules, Scheduled Workflows, Flow Designers), Automations (Orchestration, Integrations) CICD, DevSecOps pipelines. Managing and scaling ServiceNow based on the need for better ITSM 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 for better service and Ops Automations. 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. Migrated data from 50+ applications to ServiceNow for building Single Source 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%. Allocated $5M annual budget based on company goals and objectives, flawlessly implementing 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 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 Counselling to junior staff. Orchestrated deployment of CICD, 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. Performed 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:
- Product Management: CAC, LTV, TAM, GTM, Value Proposition, Developing Prototype, OKR, KPI, Dashboards, R&D, Best practices & Standards, Knowledge Management, Six Sigma, Supply Chain Management, Strategic Marketing, Scaling, Metrics, Innovation, ESG, Finance, Economics
- Methodologies & Frameworks: Agile, Scrum, Kanban, DevSecOps, ITIL, AIOps, MLOps, InfraOps, ChatOps
- ITSM, Monitoring & Scheduling: Datadog, IBM Netcool, Tivoli, ServiceNow (ITSM, ITOM, ITAM, CSM, CMDB, Discovery, Service Mapping, MID Server, Cloud Management, Event Management, Orchestration, Predictive Intelligence, Performance Analytics, ITAM, Asset management, ITSM, Service Catalog, Request Fulfillment, Incident, Problem, Change, Knowledge Management, Custom Applications, Service Portal, Forms, MID Servers)
- DevSecOps, Automation, IaC: Jira, GitHub, Jenkins, Artifactory, Nexus, Ansible, Chef, Terraform, Hashicorp Vault, GH Actions
- Cloud Native IaaS: Containers, Microservice Architectures, Docker, Kubernetes, OpenShift
- Development: C, SQL, Shell, Visual Basic, Ruby, JSON, YAML, Python, 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)
- Databases: Oracle, MySQL, MongoDB, PostgreSQL
- Cloud Computing: AWS, Azure, GCP, OpenStack, PCF
- Operating Systems: Linux, Solaris, UNIX, MS-Windows, Ubuntu, Fedora, CentOS
- Latest Technology Trends: Blockchain, Cryptocurrency, Smart Contracts, Artificial Intelligence (AI), Generative AI, Machine Learning (ML), Deep Learning, Neural Networks, Decision Trees, Feature Engineering, Integrations, Automations, Automation with Robots (Robotics)
- Network & Security: Computer Networks, Satellite Communication, Wireless Networks, Mobile Communication, High Speed Networks, IAM, Active Directory, LDAP, Routing, DNS, Firewall, TCP/IP, SNMP
- Data: Management Information Systems, Business Intelligence, Business Analytics, Data Analytics, Big Data & Analytics, Database Management, Enterprise Data, Predictive Analytics, Web Analytics, Activity Mapping, Single Source of Truth, Data Quality Communication, High Speed Networks
- Business & Operations: Project Management, Logistics/Production and Operations Management, Quality Systems, Business Policy and Strategy, Six Sigma, Supply Chain Management, Organizational Change Strategy, Value Systems & Professional Ethics, Organizational Ethics, Management Issues, Performance Management, Strategic Marketing, Operational Efficiency, Operational Excellence, Accessing New Technologies and Platforms Through Acquisitions, Scaling, Metrics, Leading Innovation, Balancing Internal & External Modes of Innovation, Innovation and Innovation Tournaments Process, Frameworks and Building Blocks, Entry & Exit Strategies, Generating and Evaluating Commercial Ideas, Strategic Adaptation and Renewal, Environmental-Social-Governance (ESG) Essentials for a new Business Era, Technology Policy, Global Technology Trends, AI Stack and Competitive Applications, Ecosystems, Strategic Adaptation and Renewal
- Finance: Managerial Finance, Management Accounting, Managerial Economics
- Soft Skills: Leadership, Inter-personal communication, Integrity, Dependability, Open-mindedness, Teamwork, Creativity, Problem-solving, Critical thinking, Adaptability, Presentation skills
- Others: Microsoft Excel, PowerPoint, Word, Tableau, SAS