Bengaluru, Karnataka, India
A seasoned IT leader with 30 years of extensive experience is various industries like Power, Capital, ITES, Office Automation and Consumer Goods. I have conceptualized and implemented various large scale transformational project, leading wing to wing ownership from design, source, implement and run. I have successfully built CoE delivering Software Engineering, Process Automation, Data Platform, Cyber Security, and Infrastructure capabilities. As a certified Six Sigma Black Belt professional, I have driven several data driven improvement initiative impacting engagement and effectiveness metrics. I have implemented ITIL processes across various companies and played change agent role. A motivated achiever, who leads the team from front and enable them to deliver business impact within available resources and using simple solutions. Specialties: Cloud, Enterprise Applications, Software Engineering, Agile, Data Platform, Cyber Security, Project / Portfolio Management etc.
As head of Digital Services, I am responsible for a team of 90+ professionals spread across globe delivering state-of-the-art Infrastructure and Application support services. Also responsible for Infrastructure Architecture Services for company. Digital Services team is supported by 250+ members from our support partners who work as our extended teams. Responsibility also includes managing budget of €65M (INR630 Crore) for Digital Services.
• Transformation of Sales Ordering System is delivered by reengineering and automating ordering processes for customers in India. For GT channel developed and implemented Order Management System which covers 100% of GT ordering amounting to Rs 650Cr a month. Reduced ordering duration from 2 days an average to 7 minutes a week. Implemented Automated Reordering System as well. • For MT/eComm market, implemented home grown ordering portal as well as integrated Javis to deliver end to end automation. For Cash reconciliation AI based Payment Advise automation with integration with SAP delivered. • Built industry first Distributor Management System on SFDC and SFA using Open Stack for TCPL with internal branding as MAVIC. Transitioned 3500+ distributors to Mavic suite of applications. MAVIC is getting loved by market and clearly seeig impact on lines per bill. • Stremlining fulfillment processes by automating Delivery Order for 45+ warehouses. ARS, intellect stock allocation and Auto filler actions clearly optimizing distributors investments and improving range billing for TCPL. • Transformed 3000CR of annual Tea buying by completely digitising the process using in-house developed serverless platform. • Helped build Shared Services Center out of Bangalore for AP, AR, R2R, Travel, Admin and HR. Implemented P2P automation solution to process 15000 invoices per month. • Delivered several improvements on Supply change side by implementing WMS (limited), Transport Management, planning solutions etc. • Implemented Cloud based Data Lake for company. Data from 18+ sources being injected to Lake. Ambition to offer data in utility model in 2 years to users and partners. • Enabled state of art Cyber Security Program for complete organization by keeping identify based services at core. Cyber readiness score on NIST framework at 3.17 / 5. • Built core capabilities like Software Development, DevOPs, Testing, Automation etc for company.
Tata Consumer is market leader and one of fastest growing GPG company with product portfolio of Tea, Coffee, RTD, Salt, Staples, Spices, Breakfast cereals etc. Tata Consumer operates in several global geographies. With USD 1.5 Billion revenue, 50+ locations, 30+ packaging centers and 3000+ users. As CIO, my charter is to drive Digital Transformation for company and deliver INR 300CR impact by 2024. • Define and drive digital transformation agenda in Sales & Distribution, Marketing, Manufacturing, Procurement and other functions. • Delivery transformational projects by using CoE capabilities for company in Software Engineering, Data Platform, Automation, SAP and Cyber Security. • Build capabilities by leveraging insource and outsourced models. • Drive budgetary compliance for Digital function. • Act as trusted adviser and influencer to business leadership on technology solutions.
Responsible for Cloud and Infrastructure technologies which host mission critical apps like SAP. Built world class cyber security defence for TCPL. Covid did not disrupt any operation for TCPL as we have invested in technologies like ZTN well in advance to improve security landscape. Led complete IT Tech and Ops for QSR business Tata Cha for TCPL
Responsible for managing global network, digital workplace and field fleet application portfolio support for GE Power Services business with ~ 20 million annual spend for Network, End User Services and Field Services Application management portfolio. Business has 700 offices / manufacturing locations and 1000+ turbine locations. With an end user base of ~18000 across globe and 925GW+ of installed capacity, this role is ever demanding to develop solutions which deliver maximum up-time and disaster recovery. My responsibilities includes design and build complex network / sites and manage the operations across globe, evaluation of new technology stake and managing different vendors. - Managing Network and Digital Workplace service delivery for GE Power Services across globe. - Leading “Team of Teams” across globe to migrate business (600+ sites) to next generation network backbone which will enable multi million dollar saving and simplified network architecture. This initiative also include simplifying network for recently acquired companies like Alstom (300+ sites). - Implemented various Digital Workplace improvement solutions like CrashPlan, Box, Skype, Office 2016 to improve user experience. - Migrating turbine sites and tooling center sites to IBM Maximo SaaS services for parts management. - Designing solutions for Cyber Security for Power plant IT network enabling additional revenue stream. - Managing cost center of ~ USD 20mm. In this role I reported to VP Digital IT Operations for GE Power.
Responsibilities Responsible for managing shared IT infrastructure for 65+ locations in India supporting 9000+ end users across 4 businesses Corporate, Power & Water, Oil & Gas and Energy Management for GE India. Leading a highly motivated team of 8 professionals and accountable for LAN, WAN, Voice, Video, Compute and End user support. I was responsible for yearly 6 million IT spent and Partner relationship and service governance processes. Also led Compute services across 4 datacenter at Singapore, Bangalore, Tokyo and Shanghai. Business Impact Simplification • Developed and rolled out a simplified asset provisioning platform improving end user satisfaction, created transparency on process and improved overall TAT for Request to Payment cycle time from 30+ days to 2 weeks. • Implemented “PC on Day 1” workflow driven process enabling asset allocation to 99% of new hire on day 1. Technology Leadership • Implemented Server and Storage virtualization solutions for India. • Implemented Xerox and Cirrato “Follow me Print” secure printing solution reducing the print cost by 30% and wastage by 15%. • Implemented Cisco IP Telephony solution for GE India to improve employee experience. • Centralized automated monitoring for complete IP infrastructure with automated alerting and ticket creation. • Rolled out cloud based PC backup solution for 1000 users in India. • Built 10+ new sites in last 2 years delivering 2500 new seats enabling business growth. Cost Control • Reduced new site build cost from USD 1500 to USD 1200 without compromising on standards. • Implemented Internet based VoIP calling solution for International vice traffic saving USD 100K per year. • ~ USD 1.7 million saving in 2013 delivered using various technology, negotiation, new contract initiatives. Partner Management • Established service review across multiple service providers improving service Levels, and contractual arrangements. In this role I reported to CIO GE India.
Responsibilities - Managing Shared Service Desk Operations for 40 Global clients, delivering L1 and L2 remote resolution services from Bangalore and Hyderabad for Unisys. - Service Level Management for all clients. - Managing a team of ~ 800 people. - Driving Utilization and Productivity improvements. - Owning Service Quality improvement and Continuous Service Improvement Plan. - Managing USD ~16 mm charge out to business units for work delivered. - Attrition and moral management. - Training and Learning path and Career mapping for all employees. - On-time right hiring. - Managing support functions like Training, Work Force Management, Service Excellence Office and Data Analysis Teams. Business Impact - >98% SLA met each month. Managed ~170 SLA (ACD, Quality, Response and Resolution) every month. - Helped reducing 20% field dispatched by implementing Global Level 2 Remote resolution services from India. - Increased agent productivity from 14 contacts per day to 33 contacts per day which helped delivering almost 180 agent productivity. - Implemented shared services model for Level 2, Off Peak,week end support enabling higher utilization. - Reduced charge out rate to accounts (by increased productivity) resulting impact on bottom line. - Increased agent’s utilization from 45% to 68% in last 12 months. - Average CSAT scores more than 4.3, 88% Top 2 Box, 6% Bottom 2 Box and less than 10% negative comments since more than 8 months. - 12% internal promotions. - Reduction of almost USD 100,000 in 2009 for over time. - Personally driven several in-house digitization projects which improved operational effectiveness. Some of them have become global standards. - Selected for Global Leadership Exchange Program between US and India Center (first Batch) in 2009 and ran Salt Lake City operations for 6 weeks. - Zero surprise culture by reporting automation and practicing candor. In this role I reported to VP Global Service Desk Ops.
Master Black Belt for a team of 350 technology professionals providing shared services for servers, network and security management. • Aligning process goals with organization targets. • Organization engagement on E2E impact and delivering target on Productivity, Business Impact and Gain Share. • Mapping customer expectation and planning service delivery strategy. • Drive Quality and LEAN training, Metric definitions, measurements, projects and certification. • Zero surprise frame-work for process. • Mentoring a team of 4 Black Belts. • Managing operations of 150 member remote server management team delivering 6mm annual business.
• Project Management for Process Improvement projects at GE's largest data centers in US. • Working with GE GIS process leaders for process reengineering, gap analysis and continuous improvement. • Working with GE GIS process leaders for service improvement and control plans.