Gurgaon, Haryana, India
Associate Director | ECM Delivery & Operations Leader | Hyland OnBase SME Technology Delivery and ECM leader with experience delivering enterprise applications, service delivery operations, production support, and digital transformation initiatives across Insurance, Healthcare, Banking, and HR Technology domains. Over the course of my career, I have progressed from Hyland OnBase Developer and ECM Specialist to delivery leadership roles supporting enterprise platforms, business-critical operations, and globally distributed teams. My expertise spans Enterprise Content Management (ECM), Hyland OnBase Administration, Workflow Automation, Service Delivery, Production Support, Delivery Governance, Stakeholder Management, and Operational Excellence. Key Areas of Impact: • Improving delivery predictability through structured governance and Agile delivery practices • Driving operational efficiency through backlog reduction, process optimization, and workflow improvements • Strengthening service reliability through incident, change, and release management disciplines • Supporting enterprise platforms across Insurance, Healthcare, Banking, and HR Technology environments • Building strong partnerships with business, technology, and client stakeholders Core Expertise: • Hyland OnBase Administration & Delivery • Enterprise Content Management (ECM) • Service Delivery & Operations Management • Workflow Automation & Document Management • Application Development & Production Support • Agile Delivery & Program Execution • Incident, Change & Release Management • Stakeholder & Client Management • Delivery Governance & Operational Excellence Certifications: OCSA | OCWA | OCWV | RPAAA | HCOHAA | Certified Agile & Scrum Master Open to opportunities in ECM Leadership, Service Delivery, Delivery Management, Program Management, and Enterprise Technology Operations.
Led delivery and operational governance for enterprise Hyland OnBase ECM platforms supporting Berkshire Hathaway Specialty Insurance (BHSI), ensuring operational stability, delivery excellence, and stakeholder satisfaction across globally distributed teams. • Directed enterprise OnBase application delivery, production support, enhancement initiatives, and operational governance activities. • Improved sprint predictability from 74% to 94% through structured Agile governance, backlog management, and release planning. • Reduced recurring defect backlog from 30+ defects to fewer than 5 defects per sprint, significantly improving release quality and platform stability. • Increased delivery throughput by enabling teams to support 25–30 stories per release compared to 10–15 stories previously. • Improved Mean Time to Resolution (MTTR) by approximately 25% through incident lifecycle optimization and operational governance improvements. • Managed workforce planning, resource allocation, hiring decisions, performance reviews, promotions, compensation recommendations, and delivery capacity planning. • Governed release management, CAB participation, deployment readiness, risk management, SLA/KPI performance, and production transition activities. • Served as executive escalation point for high-severity production incidents impacting business-critical insurance operations. • Partnered with business, product, architecture, and technology stakeholders to align platform roadmap, delivery priorities, and business objectives. • Drove continuous improvement initiatives focused on workflow automation, operational excellence, delivery governance, and service reliability. Skills: Hyland OnBase • Enterprise Content Management (ECM) • Service Delivery • Agile Delivery • Incident Management • Release Management • Stakeholder Management
• Supported enterprise HR technology platforms for Amazon, leading delivery, production support, and operational governance activities across globally distributed teams supporting Asia, Europe, and North America regions. • Cross-functional teams across Development, QA, and Production Support functions supporting enterprise applications built on Hyland OnBase. • Delivery planning, backlog prioritization, enhancement coordination, release governance, and operational support activities. • Acted as primary escalation point for high-priority incidents, ensuring timely resolution of business-critical production issues. • Governed SLA compliance, incident management, problem management, change management, and operational performance reporting. • Partnered with Product Owners, Engineering teams, Business stakeholders, and Support teams to align delivery priorities with business objectives. • Improved operational efficiency through process optimization, workflow improvements, and governance enhancements. • Enhanced delivery visibility through KPI reporting, governance reviews, stakeholder communication, and executive reporting mechanisms. • Supported capacity planning, workload forecasting, resource coordination, and operational readiness activities. • Successfully balanced enhancement delivery, production support, and operational governance while maintaining high service reliability standards. Skills: Hyland OnBase • Service Delivery • HR Technology • Incident Management • Change Management • Agile Delivery • Stakeholder Management
Served as the primary offshore Hyland OnBase SME supporting enterprise healthcare insurance applications for Optum (UHG) Client: Triple-S Management Corporation (USA), partnering closely with client stakeholders and onshore teams to support application delivery, enhancements, and production operations. • Acted as the key offshore point of contact for OnBase administration, workflow enhancements, production support, and business-critical application initiatives. • Supported Hyland OnBase Workflow, DIP (Document Import Processor), Reporting Dashboards, Document Templates, and enterprise content management solutions. • Collaborated directly with US-based business and technology stakeholders to gather requirements, prioritize enhancements, and support strategic platform initiatives. • Coordinated release readiness, defect prioritization, testing support, deployment activities, and production issue resolution. • Contributed to workflow optimization, process automation, and application modernization efforts that improved operational efficiency and user experience. • Supported incident management, root cause analysis, and service reliability initiatives across mission-critical healthcare insurance systems. • Strengthened offshore-onshore collaboration through structured communication, stakeholder engagement, and delivery coordination practices. Skills: Hyland OnBase • Enterprise Content Management (ECM) • Workflow Automation • Healthcare Insurance • Production Support • Stakeholder Management
Supported enterprise Hyland OnBase applications for Utica National Insurance, acting as the primary offshore point of contact for application support, workflow automation, platform administration, and enhancement initiatives. • Led offshore coordination for OnBase-related activities supporting insurance business operations and document-centric workflows. • Designed and enhanced OnBase workflows, Unity Forms, reporting dashboards, and business process automation solutions. • Managed OnBase administration activities including security configuration, user access management, document type permissions, and platform governance. • Supported release planning, production deployments, issue resolution, and application maintenance activities. • Performed platform administration activities including workflow timer management, DIP and COLD batch processing, document lock resolution, and environment support. • Collaborated with business stakeholders and onshore teams to gather requirements, prioritize enhancements, and improve operational efficiency. • Contributed to workflow optimization, production stability, and service reliability initiatives across enterprise insurance applications. Skills: Hyland OnBase • Workflow Automation • Unity Forms • Enterprise Content Management (ECM) • Insurance • Production Support
Supported enterprise application transformation and process optimization initiatives within a global manufacturing and engineering organization, partnering with business and technology teams to improve operational efficiency and system effectiveness. • Coordinated with business stakeholders to gather, analyze, and document functional requirements for enterprise application enhancement initiatives. • Facilitated requirement walkthroughs, solution discussions, and stakeholder alignment activities across business and IT teams. • Supported enterprise system consolidation, process optimization, and application modernization initiatives. • Collaborated with cross-functional teams to improve workflow efficiency, operational effectiveness, and user experience. • Assisted with release deployments, post-implementation validation, issue resolution, and change management activities. • Delivered approximately $86,000 in annual cost savings through successful system consolidation and process optimization initiatives. • Contributed to strengthening collaboration between business and technology teams while improving delivery visibility and operational governance. Skills: Business Analysis • Process Improvement • Change Management • Enterprise Applications • Stakeholder Management