Bengaluru, Karnataka, India
I started my career at 3am resolving P1 incidents — that frontline experience is what makes me a different kind of IT leader. Today I lead global service delivery operations at Tech Mahindra as a Service Delivery Manager, overseeing 3 enterprise accounts, a team of 75 engineers, and cloud infrastructure across AWS & GCP. I've driven a 15% cost reduction through data-led process optimisation, cut incident resolution time by 30%, and built SRE-aligned automation frameworks that freed 40% of team capacity for strategic work. What I bring beyond process: I translate technical complexity into boardroom language, build teams that own their outcomes, and treat every incident as a system design problem. Open to conversations around: Service Delivery Transformation · Program Management · Cloud Operations · SRE · AI-led Automation · Enterprise IT Leadership
• Spearheading service delivery across 3 enterprise accounts by implementing AI-led automation frameworks, driving 15% improvement in SLA performance across a 75-member cross-functional team. • Optimised cloud infrastructure costs across AWS environments by identifying spending inefficiencies, delivering measurable reduction in cloud OpEx. • Established executive governance frameworks and C-suite reporting cadence, improving leadership visibility into operational risk, delivery performance, and strategic KPIs.
• Cut operational costs by 15% by mining large datasets for risk trends and implementing targeted process improvements across 2 business units. • Reduced incident resolution time by 30% by driving cross-functional automation initiatives, directly increasing team capacity for higher-priority operational challenges. • Engineered executive dashboards that translated complex technical telemetry into strategic narratives, improving stakeholder alignment and decision-making velocity.
• Delivered high-impact infrastructure and service projects on time by leading cross-functional technical teams and maintaining alignment with business objectives across global stakeholder groups. • Improved service reliability and reduced downtime by providing technical leadership on incident management process optimisation and implementing scalable ITSM workflows. • Streamlined escalation and resolution pathways by collaborating with senior leadership and support teams, reducing complex incident handling time across distributed environments.
• Owned global Incident and Problem Management processes by redesigning end-to-end frameworks, resulting in measurable reduction in recurring incidents. • Accelerated cross-team efficiency by building comprehensive process documentation and troubleshooting guides adopted across all departments. • Improved system reliability by conducting data-driven root-cause analyses, preventing recurrence of 10% critical incidents within SLA.
• Maintained business continuity during high-impact incidents across GCP-based infrastructure (Cloud Functions, BigQuery, Pub/Sub, Dataflow) by identifying root causes and executing recovery strategies within SLA windows. • Strengthened system stability by leading cross-functional RCA reviews, resulting in targeted improvements that reduced repeat incident rates. • Automated routine incident management workflows, freeing 40% of team capacity for strategic and high-priority operational work.
• Drove adoption of ServiceNow across teams, standardising ITSM processes and improving SLA compliance and service governance in a short-tenure transition role.
• Ensured SLA compliance by monitoring process adherence and managing major incident prioritisation across service support and delivery teams. • Reduced incident frequency systematically by building knowledge frameworks that improved issue resolution consistency across the team.