Experience

Puzl

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Head of Delivery

  • Aug 2023 - Present

  Armenia Puzl's AI helps independent supermarkets see their gross margins 12 weeks in advance, improving profitability, cash flow, and competitiveness.



SuperAnnotate

• United States
• Software Development
• 100 - 200 Employee

• Senior Delivery Manager

  • Apr 2022 - Jan 2023

  Armenia Responsible for end-end operations of 50+ projects simultaneously, including several Fortune 100-500 companies like Motorola, IBM, Bosch, Reddit, Aurora, etc. Responsible for all production projects, starting from transition to ramp-up and leading into regular delivery cycles. Directly responsible for managing a team of 9 Project Managers across Armenia and other time zones and overseeing all aspects of their performance. Responsible for planning, implementing, and executing all… Show more Responsible for end-end operations of 50+ projects simultaneously, including several Fortune 100-500 companies like Motorola, IBM, Bosch, Reddit, Aurora, etc. Responsible for all production projects, starting from transition to ramp-up and leading into regular delivery cycles. Directly responsible for managing a team of 9 Project Managers across Armenia and other time zones and overseeing all aspects of their performance. Responsible for planning, implementing, and executing all aspects of production and operations. Brought in several new processes which helped the company to scale up operations exponentially and meet client demand more efficiently and systematically. Responsible for overall client communications - Email, Slack & Calls. Mentoring and guiding the team to achieve higher standards of excellence. Planning for the future in anticipation of increased client requirements to meet and exceed delivery standards. Well-experienced in making project plans and executing them as per requirements. Forecasting requirements, upskilling the team, and hiring additional team members as part of strategic thinking. Also responsible for overall quality standards for each project, until recently. Responsible for delivery commitments of 50+ projects (planning, deadlines, managing client expectations, etc) Experienced in the following tools: Jira, Slack, Microsoft teams, Cisco Jabber, Communicator, etc. Show less



Netcracker Technology

• United States
• Telecommunications
• 700 & Above Employee

• Technical Manager - Operations

  • May 2018 - Jul 2021

  Hyderabad, Telangana, India Major Incident Manager for all Severity 1 & 2 Incidents at Netcracker Technology, for 14 BSS/OSS Enterprise Telecom clients - Including AT&T, GCI Polaris, Cogeco, T Mobile, Rakuten, Cox, Wide open West, etc. Managing all activities of Netcracker Operations Command Center (OCC). Manage Operations Command Centre & ensure all incidents reported from various clients meet Response & Resolution SLA as per process compliance. Responsible for Shift Roster of all Shift managers to cover 24X7… Show more Major Incident Manager for all Severity 1 & 2 Incidents at Netcracker Technology, for 14 BSS/OSS Enterprise Telecom clients - Including AT&T, GCI Polaris, Cogeco, T Mobile, Rakuten, Cox, Wide open West, etc. Managing all activities of Netcracker Operations Command Center (OCC). Manage Operations Command Centre & ensure all incidents reported from various clients meet Response & Resolution SLA as per process compliance. Responsible for Shift Roster of all Shift managers to cover 24X7 Operations for Operations Command Center. Weekly Decks/meetings for status updates/incident reports/issue follow-ups. Training New Shift managers for effective Onboarding and handholding till able to work independently. Ensure that Executive alerts on status are provided to key stakeholders at timely intervals. Provide managerial oversight on Critical Alerts/Incidents by way of weekly presentations, reports. Supervise critical Maintenance Window Executions. Show less



Trianz

• United States
• Business Consulting and Services
• 700 & Above Employee

• Senior Operations Lead

  • May 2017 - Oct 2017

  Hyderabad, Telangana, India Responsible for all Major Incidents (P1, P2), and Daily Operations for New York Life. (Communications, Investigation, Resolution) Responsible for 24X7 Monitoring, Support and Handling of 13 Tracks and 53 Applications across NewYork Life Investments. L1 & 1.5 (Service Desk) Team Manager, responsible for overall OCC functioning on 24X7 basis. Designed Single page Dashboard to broadcast health check status for all critical applications/tracks. Keeping all Stakeholders and Client… Show more Responsible for all Major Incidents (P1, P2), and Daily Operations for New York Life. (Communications, Investigation, Resolution) Responsible for 24X7 Monitoring, Support and Handling of 13 Tracks and 53 Applications across NewYork Life Investments. L1 & 1.5 (Service Desk) Team Manager, responsible for overall OCC functioning on 24X7 basis. Designed Single page Dashboard to broadcast health check status for all critical applications/tracks. Keeping all Stakeholders and Client updated on situation, impact and progress during outages. Stakeholder management through daily operations calls with proactive communication when necessary. Responsible for receiving daily operational health status from 13 SMEs, and keeping client and stakeholders updated on overall health status for entire operations. Managing and mitigating huge Financial and Reputation risks by taking proactive steps. Proactive follow-up on aging incidents, and requests to reduce SLA . Responsible for signing off change request implementation from the operations side. Successfully completed BCP for Production systems on the entire stack within a few months of joining. Show less



Tech Mahindra

• IT Services and IT Consulting
• 700 & Above Employee

• Project Leader, Operations - Incident Management

  • Mar 2014 - May 2017

  Hyderabad Area, India Responsible for Monitoring and Reporting of 3 End to End Tracks, combining to make Master Data Management (MDM) for Cisco systems. - (Database/Applications/Jobs/Services) out of which two are High Priority/High Impact (P1/P2 Systems) Priority 1 & 2 Incident Management along with Operations Command Center (Front end, client facing along with cross flow teams) Socializing Important communication to Business users, Stakeholders and Subscribers(Scheduled Downtime/Unplanned… Show more Responsible for Monitoring and Reporting of 3 End to End Tracks, combining to make Master Data Management (MDM) for Cisco systems. - (Database/Applications/Jobs/Services) out of which two are High Priority/High Impact (P1/P2 Systems) Priority 1 & 2 Incident Management along with Operations Command Center (Front end, client facing along with cross flow teams) Socializing Important communication to Business users, Stakeholders and Subscribers(Scheduled Downtime/Unplanned Outage/Refreshes) Reporting Quarter End/Year End Communication to business, subscribers and high profile users. Managing Technical Support Team as L1 Project Manager and responsible for day-day administration, activities and logistics to ensure uninterrupted services 24X7.. ITIL V3 & Scrum Overview certified. High Priority incident reporting - Providing accurate updates on Management/Operations Command Center bridge for services - covering Java, Tibco, Hadoop, & Oracle technologies. Responsible for proper KT Planning & resource utilization as per situations Show less



Wells Fargo

• United States
• Financial Services
• 700 & Above Employee

• Team Leader Operations

  • Dec 2011 - Dec 2013

  Hyderabad, Telangana, India Handled day-day operations and expectations of 18 Asset Managers (VPs & AVPs in Wells Fargo) US for Direct and Syndicated Properties (Total Worth ~ $1.8 Trillion) in Specialised Lending, Servicing and Trust.



Bank of America

• United States
• Banking
• 700 & Above Employee

• Operations Team Lead

  • Jun 2008 - Aug 2011

  Hyderabad, Telangana, India



HSBC

• United Kingdom
• Financial Services
• 700 & Above Employee

• Assistant Manager

  • Aug 2005 - Jun 2008

  Hyderabad, Telangana, India

• Process Specialist

  • Sep 2002 - Aug 2005

  Hyderabad, Telangana, India