Headline

Senior Service Delivery Manager | AMS Leader | 21+ yrs Global Delivery | ITIL • Automation • SLA Governance • Audit Compliance • Cost Optimization

About

I am a Senior Service Delivery & AMS Leader with 21+ years of experience managing global application support, multimillion-dollar AMS engagements, and large cross-functional teams. Expert in SLA governance, ITIL processes, automation, audit compliance and cost optimization. My core strength lies in transforming application support into a strategic business function that improves service reliability, reduces cost, and drives automation-led efficiency. Over the years, I have led large portfolios of mission-critical applications operating in 24×7 environments and built strong partnerships with senior stakeholders to deliver measurable business outcomes. What I bring to the table Ø Leadership of global L2/L3 support teams (up to 45+ members) Ø Ownership of multimillion-dollar AMS & support engagements Ø Strong ITIL / ITSM governance and SLA management Ø Automation strategy using RPA, scripting, and workflow tools Ø Audit & regulatory compliance (ISO 27001, SSAE18, CMMI) Ø Budgeting, forecasting, and commercial governance Career highlights Ø Managed 50+ application portfolios for global banking and fintech clients Ø Improved account contribution margin by 5% through delivery optimization Ø Led ISO 27001 and SSAE18 audits ensuring full compliance Ø Established AMS governance frameworks, SOPs, and operational runbooks Ø Delivered automation initiatives using UiPath, Power Automate, and scripting I am passionate about building high-performing teams, improving service maturity, and driving continuous improvement through automation and data-driven decision making.

Location

Bengaluru

AI stack

claude code

claude

cursor

grok

Work experience

Senior Engineer at Lotus Wireless Technologies India Pvt. Ltd., Apr 2025 - Present · 1 y 5 mo, Bangalore

Engineer II at LeadSoc Technologies Pvt Ltd, Oct 2024 - Apr 2025 · 6 mo, Bangalore

Embedded firmware Engineer at Kibbcom, Apr 2022 - Oct 2024 · 2 y 6 mo, Bangalore

Education

Master of Information Technology, Information Technology, Swinburne University of Technology

PGDBA, Business Administration, SVKM's Narsee Monjee Institute of Management Studies (NMIMS), Bangalore