Headline

Associate Director @ GSK | leading Global Connectivity AI/Ops/SRE

About

With over 18 years of experience, I lead global network operations at GSK as an Associate Director, focusing on incident, problem, and change management. My work emphasizes automation through AI/Ops to create zero-touch service desk processes, enhancing user experience and operational efficiency. My expertise includes incident management, problem resolution, change processes, and leveraging advanced solutions like AI/Ops to optimize IT service delivery. My role involves spearheading major incident calls, overseeing global teams, and implementing automation to reduce manual interventions. Passionate about improving service desk operations, I aim to drive innovation and efficiency to enable seamless connectivity and business operations globally.

Location

Bengaluru

AI stack

claude code

claude

gemini

github copilot

Work experience

Associate Director at GSK, May 2023 - Present · 3 yrs 5 mos, Bengaluru, Karnataka, India, Leading global network operations with a focus on incident, problem, and change management. Driving automation through AI/Ops to build zero-touch service desk incident processes that improve user experience and operational efficiency. Achievements: Spearheaded MI calls and managed incident, problem, and change processes across global teams. Achieved SOP automation leading to significant reduction in manual interventions. Implemented AI/Ops solutions that streamlined service desk operations for better user benefits. Skills: Incident Management, Problem Management, Change Management, AI/Ops, Automation, Service Desk Improvement, MI Calls

Senior Service Manager Connectivity- Hosting services-Asia Pac at GSK, Jan 2021 - Present · 5 yrs 9 mos, Bengaluru, Karnataka, India, Descriptions: Overseeing network connectivity operations and service management across APAC, focusing on incident resolution, service reliability, and cross-functional team collaboration. Achievements: Managed high-impact incident resolution processes ensuring minimal downtime and SLA adherence. Coordinated with multiple teams to enhance network service delivery and operational performance. Delivered consistent service quality improvements through proactive problem management. Skills: Service Management, Incident Management, Connectivity Operations, SLA Compliance, Team Coordination, SQL

Product Owner - Monitoring - Global Network Services at GSK, Aug 2021 - May 2023 · 1 yr 10 mos, Bengaluru, Karnataka, India

Technology Manager at Wells Fargo, Oct 2017 - Jan 2021 · 3 yrs 4 mos, Bengaluru Area, India, Descriptions: Technology Manager overseeing the Voice Management Center and Production Assurance, ensuring global voice platform uptime and security for the bank. Managed Tier 1 and Tier 2 support teams and collaborated extensively with US partners to optimize operations. Achievements: Led a team of 18, including an extension model of the Network Management Center (NMC) in the US, ensuring 12/7 voice platform availability. Managed CUCM clusters and Sonus systems, maintaining consistent voice uptime and performance across global banking infrastructure. Collaborated closely with US partners to expand team responsibilities and improve service delivery. Oversaw QA reporting for 13 technology groups, driving quality and compliance. Directed incident management for data faults across RAC sites, ensuring rapid resolution and minimal business impact. Spearheaded process improvement initiatives and supported cross-functional teams during transitions by preparing documentation and tools for smooth go-lives. Skills: Voice Platform Management, CUCM, Incident Management, Team Leadership, Quality Assurance, Cross-functional Collaboration, Process Improvement

Deputy Manager at Vodafone Shared Services India, Jan 2015 - Oct 2017 · 2 yrs 10 mos, Bengaluru Area, India, Descriptions: Deputy Manager leading the IP network 2nd line support team for premium, mission-critical customers. Responsible for escalation management, SLA adherence, and ensuring seamless network operations within a global fiber network spanning 1 million km. Achievements: Led a 12-member team providing 24/7 escalation support and managing critical IP network issues for high-value clients. Managed strict SLA compliance and coordinated SIP/CIP calls with customers and internal stakeholders to ensure service excellence. Developed and maintained a comprehensive training calendar, driving skill enhancement and personal development plans for team members. Acted as a single point of contact (SPOC) for process-related escalations, handling queries and quality assurance for 52+ customers. Implemented ITIL processes, including change management, incident management, and problem resolution, delivering regular RCA and performance reports. Served as the deputy manager, fully managing operations and process continuity in manager’s absence. Skills: Team Leadership, Escalation Management, SLA Management, ITIL (Change, Incident, Problem), Customer Coordination, Training & Development, Vendor Management

Sr Associate-IT Infrastructure at Novartis, Jan 2012 - Nov 2014 · 2 yrs 11 mos, Bengaluru Area, India, Descriptions: Worked as a Senior Associate – IT Infrastructure Engineer managing global network operations for ALCON/Novartis. Led multiple high-impact projects involving WAN/LAN, DMVPN, and Inflow Box migrations, while supporting infrastructure rollout and documentation. Achievements: Designed, implemented, and supported Cisco DMVPN/MPLS/WAN/LAN for setting up a new regional office in India. Migrated legacy DHCP/DNS servers to Inflow Box during planned downtimes to improve IPAM efficiency. Created and maintained IP address scopes, DHCP options, and VLAN configurations using Inflow Box. Executed QoS documentation and implementation across the network to optimize traffic management. Conducted troubleshooting of gateways, controllers, and voice protocols to ensure seamless connectivity. Designed global network diagrams for all ALCON sites to enhance monitoring and visibility. Skills: Cisco DMVPN, MPLS, WAN/LAN Implementation, DHCP/DNS Migration, Inflow Box (IPAM), Network Documentation, QoS Implementation

Network Adminstrator at Microland Limited, Mar 2010 - Dec 2011 · 1 yr 10 mos, Descriptions: Worked as a Network Administrator for the General Electric (GE) account, handling end-to-end incident and problem management. Focused on maintaining high network availability, performing site audits, and resolving complex routing and switching issues across global enterprise environments. Achievements: Maintained 99.99% network uptime through proactive site audits and design improvement recommendations. Interacted directly with customers to diagnose and troubleshoot network issues effectively. Handled incident and problem tickets, ensuring timely and accurate resolution. Identified and resolved design flaws to enhance overall network reliability and performance. Provided permanent fixes post-incident to prevent recurrence and strengthen infrastructure stability. Specialized in troubleshooting Cisco routing and switching technologies. Skills: Network Troubleshooting, Cisco Routing & Switching, Incident Management, Problem Management, Network Uptime Monitoring, Site Audits, Infrastructure Optimization

Education

Bachelor of Engineering (BE), Electronics and Communications Engineering, Rljit

Bachelor of Engineering - BE, Electrical, Electronics and Communications Engineering, St.Annes's school Maddur

Public links

github: https://github.com/Roopa