- , , 100 Montgomery St. 10th Floor
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- Date of Birth:
- India:
- :
- single:
- IT Governance & Process Standardization
- Demand Management
- Office Systems Management
- Profit and Loss Management
- Budget Management
- Agile
- AIX
- Automation
- Budget Management
- Budgeting
- Budget
- Continuous improvement
- Contracts
- CRM
- Clients
- Customer satisfaction
- Decision-making
- Disaster Recovery
- Edge
- IBM
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- Leadership
- Office
- Enterprise
- Organizational
- Performance reviews
- Policies
- Predict
- Processes
- Profit and Loss
- Protocols
- Quality
- QA
- Quick
- Scheduling
- Siebel
- SLA
- Strategic
- Strategic planning
- Supply chain
- Systems Management
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Sr. Solution Operations Lead, Global Applications Support / Technical Architect, 11/2006 - 09/2017
Banner Health – Tucson, AZ, - Was promoted to manage IT operations at Tyco / JCI to manage global application support team.
- Managed global team of 55 resources consists of 13 internal, 42 external who are responsible for supporting and delivering solutions on 275+ core business applications that included supply chain, install, service and customer facing applications.
- Worked closely with business stakeholders to review escalation, visualize, understand their pain points and conducted reviews within team to provide quick solution/work around.
- Ensured adequate Knowledge Transfer measures have been taken between outgoing and on-boarding external IT service provider teams.
- Conducted RCAs on critical production failures, informed IT executive leadership about status of activities and tasks that are being performed to restore services back.
- Transformed teams from plan-build-run operating model to SAFe (Agile) methodology for Salesforce platform.
- Established QA CoE (Testing Factory) to improve quality of software product being deployed and to support testing automation to support CICD.
- Lead transformation and transition of 200+ applications to managed service support model to reduce operation cost and standardize support.
- Implemented policies and standard operating procedures for continuous improvement.
IT Director, 12/2009 - 12/2016
Johnson Contractors Inc – City, STATE, - Transitioned to global application service operations leader role to centralize, simplify and standardize support processes for 1000+ applications across multiple regions, using both internal and external teams.
- Lead global team of 450+ resources comprise of internal employees as well as external contractors, to support applications across different regions and business units.
- Established centralized operating model that focused on Service Management, Service Transition and Service Operations, thereby streamlining and standardizing end to end support process.
- Transformed regional IT organizational structure to managed services model that controlled costs while expanding IT skill sets and creating solid relationships with business partners.
- Key member of team that led vendor consolidation effort to reduce cost, standardize support contracts and achieved $7M cost savings per year.
- Lead transition of 1000+ applications from internal and external teams to strategic vendor with in 6 months.
- Planned and provided oversight to ensure smooth transition and communication to business stakeholders.
- Drove operational excellence in reducing breached tickets by 94%, reduced average age of open tickets by 92%, improved application uptime of all critical applications to 99.9% by implementing SCOM monitoring, Disaster Recovery etc.,.
- Managed vendor performance through defined KPI's such as SLA management, ticketing trends, incident resolution as well as reduction.
- Fostered continuous improvement culture, resulting in elimination of 750+ tickets for critical, strategic applications annually through automation and self-service.
- Established enterprise-wide Major Incident Management process (MIM) to respond and resolve incidents rapidly to minimize business disruption.
- Established IT Governance to standardize policies and procedure for IT controls across all SOX scope applications.
- Focused teams on developing innovative and cutting-edge approaches at all levels with effective resource allocation and strategic planning.
- Created annual budget and developed comprehensive plan to accomplish company objectives while staying within budget.
- Developed and maintained positive relationships with employees.
- Analyzed business needs while soliciting customer feedback for process improvements.
- Established performance goals for each department and provided feedback on methods for reaching those milestones.
- Optimized processes and supervised 39 employees, including overseeing administration, budgeting, performance reviews, talent development, termination and scheduling protocols.
- Assisted company executives during decision-making process by compiling daily reports to suggest corrective action.
- Resolved all issues efficiently, which in turn enhanced customer satisfaction ratings.
- Collaborated with Stakeholders, Business Partners, Management, Technical SMEs and onsite/offshore supervisors to organize efficient operations and achieve demanding schedule targets.
SENIOR SIEBEL CONSULTANT, 02/2001 - 11/2006
IBM Global Services – City, STATE, - Established support for multiple clients of IBM as part of their professional services.
- Part of world's largest deployment of Siebel on AIX and traveled international for deployment.
- Lead successful rollout of global Siebel release for IBM CRM across all geographies from infrastructure perspective.
- Trained 10 global resources to utilize their skills during off shift and implemented DR services to various clients.
- Responsible in sizing of all environments to accurately predict future configuration and its impacts.
- Lead initiative to consolidate all long pending tickets in support queue and co-ordinate effort to clear them or categorize them with scheduled release.
Master of Science: Applied Mathematics, Expected in 1995
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Acharya Nagarjuna University - ,
GPA:
Bachelor of Science: Mathematics, Expected in 1993
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Acharya Nagarjuna University - ,
GPA:
- Telugu Association of Jacksonville Area (TAJA)
- Advisory Board Member – 2014 to 2017
- President – 2012 to 2013
- Treasurer – 2010 to 2011
- Event Coordinator – 2009 to 2010
- Patriot Oaks Academy
- School Advisory Council Member - 2014
- AWS Fundamentals Specialization.
- ITIL 4 Foundation.
- Migrating Business Data to SAP S/4 HANA – New Implementation.
- Enterprise Architecture in the Era of the Intelligent Enterprise (2020 Edition).
- BI 4 Platform Innovation and Implementation.
- Microsoft Certified Systems Engineer
Volunteer Experience.
- North South Foundation.
- Jacksonville Regional Operations – 2015 to Present.
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