San Francisco Bay Area
* Reach out to me for a free consultation if you are starting a 24 by 7 Network Operations Center. * Over 18 years of experience in building, scaling & transforming high-performance operations & engineering teams delivering 24 by 7 Infrastructure support. Worked with multiple organizations in building 24 by 7 support team & took support services to the next level. With RMS, built 24 by 7 Cloud Operations Center responsible for monitoring & supporting RMS’s Private & Public Data Centers (Microsoft Azure) in providing 99.96% service availability on RMS provided SaaS & PaaS solutions. Led multiple projects on improving support services of RMS. Implemented effective Capacity management plans. Worked with IT Leadership team & led the planning of IT’s Opex & Capex budget of ~$2 million. Got the Support teams along with Business teams for ISO 27001:2015. Implemented Service Now & Pagerduty for better Incident Response time. Prior to RMS, built a 24 by 7 NOC team providing VOIP & Network Support for CISCO’s premium Customer. Worked directly with CISCO on the payroll of Ipsoft & established a team of 21 IP telephony engineers working on CUCM & CME supporting 70,000 devices deployed at 2000+ locations. Reduced NOC ticket backlog from ~400 to 125 Incidents within a span of 2 months & reduced NOC call Volume 40% by proactively resolving issues & communicating with customers. Prior to Ipsoft, worked with HP as a Knowledge Management Consultant supporting a functional Unit with 200 Employees enhancing their performance & Knowledge Management approach. Implemented a project on Total Customer Experience focused on enhancing HP’s support experience on a six sigma level. Prior to HP, worked with IBM GPS managing a team of 23 Tech Support Engineers providing technical assistance on Intuit’s product line meeting clients requirement of C-Sat, First Call Resolution & maintaining the AHT of 15 mins. • ITIL expert, Certified Agile Service Manager, Lean, Six Sigma and DevOps Certified.
As the Assistant General Manager for IT Infrastructure Strategy and Solutioning, i play a pivotal role in driving the business growth of IT & Infrastructure services and shaping client success stories worldwide. I serve as the face of global delivery and customer engagement, leading strategic initiatives that bridge business objectives with technology solutions. I Ensure every new engagement is built on innovation, reliability, and a customer-first approach—strengthening the organization’s global reputation for excellence in IT infrastructure management.
• Managed Service Operations across AMER region supporting 100+ Tier 1 & Tier 2 applications. • Provided Service Delivery support to 40+ global delivery centers, managing infrastructure-related service impacts. • Owned full lifecycle governance of IT Service Management (ITSM) processes enterprise-wide, ensuring alignment with strategic, compliance, and operational objectives. • Designed strategies for building offshore Infrastructure Management Center (IMC) in India for Infra, Network, Storage and Unix support teams. • Lead various GenAI projects using Copilot and Moveworks leading to enhancing service delivery. • Defined and implemented Service KPIs, operational goals, executive dashboards, and CIO-level reporting. • Facilitated cross-functional collaboration for service integration of MIM processes. • Oversaw end-to-end governance of IT Service Management (ITSM) processes across global operations. • Conducted gap assessments to identify process inefficiencies and define strategic enhancements. • Spearheaded integration of critical platforms including Jira, BHOM, ServiceNow, PagerDuty, and NetBotz into MIM operations. • Successfully implemented PagerDuty globally, enhancing incident response and escalation management. • Partnered with Facility Head to drive Network infrastructure improvements and optimize service delivery models. • Designed & launched global IT support process for 40+ delivery centers reducing response time from 2hrs to 15 mins. • Identified and remediated legacy workflows, ensuring continuity through comprehensive dependency analysis. • Lead the migration of key service management, security, and engineering processes from RMS to Moody’s platform.
• Strategic IT Leadership: Led enterprise-wide ITSM transformation, service integration, & cloud operations across RMS's global footprint, aligning engineering, security, & IT support functions under a unified service model. Site leader for Noida • Global Operations Management: Built & scaled 24x7 Network & Cloud Operations, Security Operations Center (SOC) supporting hybrid infrastructure (on-prem + Azure), with robust L1–L3 capabilities across Security, Infra, Platform, and Application support. • Site Leadership & IT Ownership: Acted as Site Leader for India operations, responsible for overseeing all local IT, network, infrastructure, & end-user support functions; ensured seamless day-to-day technology operations. • ITSM Architecture & Governance: Acted as Process Architect & consultant for Incident, Problem, Change, Request, Patch, and Security Exception processes; implemented ServiceNow, PagerDuty, LogicMonitor, Prometheus, & more. • Service Maturity & Automation: Led service maturity programs, shift-left strategies, automation initiatives to reduce MTTR, increase SLA adherence, & enhance operational KPIs. • Cross-Functional Team Leadership: Managed global teams across India & US. • Technology Enablement: Oversaw architecture & integration of monitoring, ITSM tools (Zenoss, Apica, Cacti, GitHub, Terraform, Ansible); executed application rationalization & tool standardization across service lines. • Executive Engagement: Presented operational performance, risk posture, & roadmap progress to senior leadership; led Software & Security Council governance forums. • Crisis & Incident Management: Served as final escalation for P1/P2 incidents; led real-time root cause investigations & continuous improvement. • Process Innovation & Strategic Planning: Designed service catalogs, delivery models, & governance frameworks, driving operational excellence through data-driven decision-making with ITIL best practices.
• Built high performing Cloud operations team running 24 by 7 operation supporting hosted environment located in On Premise Data Centers owned by RMS as well as on public cloud of Microsoft Azure. • Developing strategies that would enable cloud operations in providing effective support to internal and external clients and reporting the success metric on MTTR and SLA’s. • Redefined the scope of Cloud operations and built L1, L2 and L3 Capabilities providing security, Infrastructure, Platform and application support. • Act as a technical consultant for all technical issues and projects assigned to Cloud Operations. • Hire, manage, and support local cloud hosting staff, acting as in-person manager for day-to-day activities such as expenses, travel, performance reviews, etc. • Involving the team in the Delivery of Core Projects basis the business needs and service offerings provided by Cloud Operations. • Coordinate hosting operational activities with other RMS cloud support team and working closely with the Infrastructure, Security, Application Support, DevOps and Solutions team. • Automating repeat tasks in the process along with their transition from Core SRE teams to Cloud Operations. • Acting as an ITSM consultant in designing, building and Implementing Service Now strategies for effective ITSM tool. • Participating in all Major Incident Calls for speedy recovery of the services. • Fixed Event Management system that triggered thousand unwanted incidents due to one or more events by closely working with Monitoring Team and doing Impact analysis for critical CIs. • Implemented ITIL best practices and worked closely with SLM to streamline the process. • Expertise in Incident, Event, Problem Change and Service Catalogue. • Acting as an escalation instance at senior management level for all operational incidents, problem and service request.
• Built and led a team of 21 highly skilled Cisco NOC IPT Engineers to support global operations. • Developed end-to-end operational processes, workflows, SOPs, and key operational metrics for seamless execution. • Collaborated with the Client Delivery Team to create High-Level Design (HLD) and Low-Level Design (LLD) documents for NOC implementation in India. • Worked closely with support vendors to define engagement protocols and an effective escalation matrix. • Acted as the on-call lead for all P1/P2 incidents and business escalations, streamlining the Major Incident Management process. • Managed day-to-day operations, including real-time event monitoring, 2nd and 3rd level incident resolution, and escalation handling. • Provided support across three global centers—New York City, Austin, and Bangalore—and served as the primary point of contact for nine dedicated vendors. • Performed all key responsibilities of a Service Delivery Manager, ensuring consistent account performance across all metrics. • Acted as a Subject Matter Expert (SME) for all IPT-related technical issues, ensuring swift resolution and team knowledge growth. • Defined and implemented structured Problem Management and Change Management processes to enhance service stability. Technology Worked on • Call Manager Express, Cisco Unity, FXO, FXS, T1 ISDN, DMVPN, IP and Analog Phones. • Wireless Setup consisting of Access Points and Wireless LAN Controllers. • Data network with Switch Stack of 3700 Series of switches.
• Responsible for overall Process and Professional Development of entire cluster of 400 Associates. • Initiating plans on work load balancing and Business Continuity. • Working closely with PMO, Training and Quality team in process improvement projects. • Develop the soft skills and technical competency by putting enrolling into training. • Collaborate across towers to identify, implement and sustain best practices/Forum • Working as a Project Lead for projects on Transactional Monitoring, Service Excellence Audit and Query Management. • Project Manager in Planning and Executing Training Programs for the center with a HC of 2500 associates • Ensuring that all training documents /SOP’s are updated as per change control process. • Implemented Adobe Captivate in building knowledge Documents.. Achievements • Successfully did the Knowledge Transfer from Costa Rica and Bucharest to HP India Center. • GBS India Training and Knowledge Management Champion award
• Client ( Intuit) • Ensured SLA adherence by the Team (~25HC) and taking care of Occupancy and Defcon Situation. • Influenced the team to provide excellent Service delivery and ensuring client SLA’s are met • Analyzed Daily, Weekly, Monthly forecast and handled data. • Experience in VOICE, EMAIL and CHAT support process.(US, Canada) • Monitored productivity and provided consistent and timely feedback to the team Members. • Ensured C-Sat and C-Res scores were met as per the client requirement. • Conducted annual performance reviews with SME’s and Team Members. • Employee Engagement and Development to boost morale was always on top. • Controlled attrition by timely resolution of people issues • Meeting all requirements that a dedicated Team Manager has to have for his team. Achievements • Top Talent of IBM for session 2009-2010 • Best Assistant Manager for consecutive 2 Quarters. • Achievers Speak for the month of January’2008 in the entire BU while working with IBM Daksh • Worked with Intuit Office of the President Escalation Department and received several appreciations from the client
• Did transactional monitoring for 3 LOB’s i.e for Email, Chat and Voice and Trained New Hire on Product Knowledge. • Monitored QA’s in the process with all their daily activities and conducted audits. • Did TNA and interacting with soft skills team in building process capabilities. • Weekly interaction with Canada’s client discussing Key KPI’s and improvement of the process • Did Time and Motion Study for the identified issues raised by the client. • Weekly calibration on Email, Chat and Voice and doing Dis-sat Analysis. • Acted a Technical Expert In resolving Tech related issues of US and Canadian Customers.