Principal Director - Delivery AI & Digital Transformation at LTM (2024-10 – Present)
- Directed a $31M North America Retail & Consumer Goods portfolio, ensuring seamless delivery across IT infrastructure, cloud, automation, and AI operations.
- Achieved 96% FY25 revenue target and exceeded 15% FY26 growth goal, driving 48% YoY growth.
- Delivered industry-leading CSAT of 93%, strengthening client relationships and renewals.
- Maintained 98%+ SLA adherence across service desk, NOC, and data center operations, while reducing MTTR by 20% through proactive automation.
- Established the Enterprise Transformation Office, defining AI roadmaps and operating models across 5 industries.
- Designed and drove AI adoption strategies spanning Agentic AI, GenAI, Automation, and AIOps, resulting in 5 Retail clients successfully implementing AI-driven solutions to enhance service delivery.
- Led multi-country deal transition across 6 geographies, onboarding 270+ FTEs with 100% SLA-compliant knowledge transfer.
- Realized $100K in annual cost savings through workforce optimization and pyramid restructuring.
General Manager - Delivery & Business Leadership at ITC Infotech (2023-06 – 2024-10)
Led integrated delivery operations for a strategic hospitality client, overseeing service desk, infrastructure, Application Development and Maintenance, ERP, automation, and cloud operations.
- Managed a globally distributed team of 550+ professionals and 6 Delivery Managers.
- Delivered 35% YoY revenue growth, 42% headcount expansion, and 41% margin growth.
- Elevated Customer Experience Index from 14% to 76.5% and Service Desk NPS from 3.8 to 4.5.
- Built global teams and L&D pathways, upskilling 30% of the 550-member team and 5 members completing Oracle PMS certification.
Director, Delivery Operations at Criterion Networks (2023-06 – 2024-10)
- Achieved 40-50% business revenue growth by expanding MTCTE program scope and launching a new business line.
- Optimized delivery operations by managing a $0.5M backlog and IVT Testing Services through direct team leadership.
- Strengthened technology capabilities across ITSAR, IoT, Hypervisor, SIP, LTE EPC, and 5G Core, while ensuring compliance with ISO27001 and ISO17025 frameworks.
Principal Consultant - Cloud Infrastructure at Infosys Ltd. (2020-02 – 2022-11)
Managed a $170M integrated IT services portfolio across Financial Services, Engineering, and Salt & Minerals industries, maintaining client satisfaction above 85%.
- Achieved 30% expansion in farming scope, managed a complex US carve-out transition for the Salt & Minerals client.
- Orchestrated full Disaster Recovery within 24 hours of a cybersecurity incident, restoring complete data center operations.
- Drove 98% automation index across customer portfolios through AI-led process optimization.
- Secured 35% QoQ operating margin improvement by transforming the delivery operating model.
- Spearheaded crisis management and the New Deal Initiative, securing $15M in new business through RFP wins.
- Directed end-to-end hybrid operations across 3 data centers, AWS, and Azure, spanning Transition, Transformation, and Managed Services.
Senior Manager - Delivery Unit Lead at Accenture (2019-03 – 2020-02)
Led Global Networking Delivery Operations worth $150M, managing P&L, revenue growth, partner ecosystem, and customer satisfaction.
- Oversaw 24x7 global data center and network operations for a major life sciences client with a 350+ member team, covering NOC, capacity, release, IPAM, security, and wireless services.
- Achieved $140K in cost savings (FY'19) through automation and operational efficiency initiatives.
- Exceeded automation goals, reaching 86% service automation, 98% change automation, and 33% FTE realization, while consistently meeting SLAs and CSAT targets greater than 98%.
Principal Consultant - Global Delivery at Infosys Ltd. (2014-12 – 2019-03)
- Directed infrastructure operations across Frankfurt, Japan, and China, managing 20+ Business Critical applications.
- Stabilised high-risk engagements through executive governance, achieving 100% compliance and zero penalties.
- Reduced major incidents by 90% via analytics-driven automation and proactive service management.
- Realized 20% effort reduction (Q2 FY'16) and $50K in savings (Q3 FY'18) through demand-capacity and automation analysis.
Manager - Software Development at Cisco Systems (2000-11 – 2014-12)
Led global engineering teams of 20+ across product architecture, software development, and technology innovation, accelerating release cycles by 30% through SDLC and Cisco GEM process improvements.
- Established engineering governance frameworks that boosted product quality by 25%, achieving 100% regression test success across 15+ iOS releases.
- Mentored and developed a high-performing 20-member engineering team, fostering technical excellence and enabling transition into transformation leadership roles.
- Owned end-to-end delivery of feature releases across 6 products and the SNMP component, collaborating with global product teams to serve 1000+ customers worldwide.
- Optimized resourcing through a dedicated technical resource pool, achieving a 30% reduction in development effort.
Various Roles at Radiant Connect, India Satcom, Robert Bosch India (1994 – 2000)
Started my career with Radiant Connect (Network & Paging) in 1994 and chiselled my skills with India Satcom (VSAT) and Robert Bosch India (ISDN & Telecom) till 2000, will be happy to share my learning curve in person.
