About
With over a decade of experience in IT infrastructure, customer experience, and global tech support operations, I currently serve as Senior Manager at FICO. In this role, I collaborate with cross vertical teams to enhance service delivery, streamline IT operations, and strengthen product support strategies/Cost Optimization Projects, IT business strategy, Transition Management and KPI reporting, I focus on driving customer-centric initiatives aligned with FICO’s mission. My leadership approach emphasizes cross-functional collaboration and operational excellence to deliver impactful solutions that foster growth and innovation. Driving AI Implementation for all the Alerts & Incident/ ITSM /Major Incident Management / RCA reporting within all the verticals Using Claude-AI/Anthropic. Handling Migration & Transition Projects for Managed Services Department. PMP-certified program and operations leader with 15+ years delivering complex cloud, monitoring and ITSM programs across BFSI, SaaS, PaaS, Telecom and Technology. Successfully completed $3M portfolio of migration and automation programs, including the Splunk-to-Kibana monitoring migration and ServiceNow (SNOW) machine learning enhancements for event/alert and ITSM functions, and delivered $80K in AWS cost savings. Strong in scope, schedule, budget, risk and stakeholder management, with a record of cost optimization through tool consolidation, automation and FinOps. Runs 24x7 NOC, Command Center and Customer Support operations and applies Claude AI to incident analysis, reporting and knowledge management. Key Competencies: Project & Program Mangement Cost Optimization Projects Service Management and Delivery Network Infrastructure Operations IT Asset Lifecycle Management Escalation Mangement Vendor and Third-Party Management Financial and Budget Management Risk, Security, and Compliance Stakeholder Engagement Continuous Improvement Business Continuity and Resilience Team Collaboration and Leadership Team Managment / People Managment Perfomance Management / Appraisal
Work experience
Senior Manager- Global Technology AI Operations | Customer Support at FICO, Jun 2021 - Oct 2026 · 5 yrs 5 mos, Bangalore Urban, PMP-certified program and operations leader with 15+ years delivering complex cloud, monitoring and ITSM programs across multiple technology verticals. Successfully completed $3M portfolio of migration and automation programs, including the Splunk-to-Kibana monitoring migration and ServiceNow (SNOW) machine learning enhancements for event/alert and ITSM functions, and delivered $80K in AWS cost savings. Strong in scope, schedule, budget, risk and stakeholder management, with a record of cost optimization through tool consolidation, automation and FinOps. Runs 24x7 NOC, Command Center and Customer Support operations and applies Claude AI to incident analysis, reporting and knowledge management.
Manager - Product Support | IT Infrastructure | Global Tech Support Opeartions at FICO, Jun 2017 - May 2021 · 4 yrs, Bengaluru Area, India
Associate Manager-Tech Support Operations - MIM at FICO, Jun 2015 - May 2017 · 2 yrs, Bengaluru Area, India
Tech Lead-Delivery Project Lead-IT Infrastructure Support at Tech Mahindra, Dec 2014 - Jun 2015 · 7 mos, Pune
Major Incident Manager at Tech Mahindra, Dec 2014 - Jun 2015 · 7 mos, Managed delivery of IT Infra support projects for global clients.
Tech Lead-Service Delivery-IT Infrastructure at Cognizant, Jun 2012 - Dec 2014 · 2 yrs 7 mos, Pune Area, India
Major Incident Manager-IT Infrastructure Services at Bank of America, Oct 2009 - Jun 2012 · 2 yrs 9 mos, Hyderabad Area, India
Senior Customer Service Representative-MIM at Tech Mahindra, Jun 2008 - Aug 2009 · 1 yr 3 mos, Hyderabad Area, India
