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.
Education and Training
Master of Science: Applied Mathematics, Expected in 1995 - Acharya Nagarjuna University - , GPA:
Bachelor of Science: Mathematics, Expected in 1993 - Acharya Nagarjuna University - , GPA:
Activities and Honors
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
Accomplishments
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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School Attended
Acharya Nagarjuna University
Acharya Nagarjuna University
Job Titles Held:
Sr. Solution Operations Lead, Global Applications Support / Technical Architect
