Anuradha R
Technical Operations Lead
Chennai
Summary
Dynamic technology leader with over 25 years of experience in architecting, developing, and delivering scalable enterprise solutions. Expertise in managing releases and cloud infrastructure across AWS and Azure, with a strong track record in leading audits for ISO and CMMI compliance. Proven ability to drive process improvements, exemplified by successful GitHub migrations, while consistently ensuring compliance and enhancing customer experiences. Skilled in leveraging AI, analytics, and low-code/no-code platforms to foster innovation, boost efficiency, and achieve measurable business outcomes.
Overview
28
28
years of professional experience
6
6
Certifications
1
1
Language
Work History
Global Technical Support Head
Ramco Systems
10.2000 - Current
- Lead 24/7 technical operations support for enterprise customers.
- Self-motivated, with a strong sense of personal responsibility.
- Responsible for resolving critical technical issues across 60 aviation customers.
- Serve as the executive point of contact for strategic and defense customers on support-related matters.
- Establish and monitor KPIs and SLAs (e.g., response time, resolution time, CSAT, and NPS).
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Manage escalation processes for critical customer incidents, and ensure rapid resolution.
- Partner with Product, Engineering, and Customer Success teams to represent the 'voice of the customer' in product roadmaps.
- Rolled out GitHub to the entire business unit, thereby increasing productivity by 15%.
- Coding guidelines and performance guidelines were implemented via a third-party tool (SQL Enlight), thereby removing the mandatory code review process, which has increased the productivity of the leads by 15%.
- Rolled out the script file generation tool to the entire business unit, and this has increased the productivity of the developers by 10%.
- Brought in internal tools and processes, which have reduced the monthly inflow of internal support tickets from 600 to 400.
- Drive continuous improvement in service quality, responsiveness, and customer experience.
- Foster a culture of collaboration, accountability, and customer-centricity.
- Drive training and skill development programs to maintain high technical expertise.
- Gather customer feedback, and translate insights into actionable improvements.
- Ensure compliance with data protection, privacy, and security standards (e.g., GDPR, ISO 27001, SOC 2, CMMI V2.0).
- Supporting VAPT compliance activities for the product and customers.
- Define and enforce quality assurance processes for technical support interactions.
- Establish disaster recovery and business continuity plans for global support operations.
- Managing 150 AWS/Azure servers for aviation customers and ensuring uptime, redundancy, and service availability with a team of four members.
- Optimized the server resources by analyzing their utilization, which has saved $250,000 every month.
- Responsible for the maintenance of 200 development servers, with a team of 7 members.
- Handling releases for products and customers (200 releases per month)
- Responsible for upgrading the customers to the latest versions (6 to 7 complex application upgrades are handled every year).
- Build and maintain dashboards and reporting tools for real-time service level monitoring.
- Led end-to-end delivery using Agile methodologies (Scrum/Kanban), ensuring faster release cycles, and improved product quality.
- Conducted sprint planning, daily stand-ups, retrospectives, and reviews to maintain transparency and alignment.
- Introduced automation and CI/CD practices aligned with Agile delivery to enhance speed and quality.
- Managed multi-sprint release plans, ensuring seamless integration and deployment in complex enterprise environments.
- Implemented Agile metrics (velocity, burndown charts, lead time) to monitor progress and enhance predictability.
SQL Developer
Nittany Decision Services
09.1998 - 09.2000
- Enhanced database performance by optimizing SQL queries and indexing strategies.
- Maintained high-quality code standards through rigorous testing and peer code reviews, minimizing potential bugs and security vulnerabilities.
- Analyzed existing SQL queries to identify opportunities for improvements.
- Participated in regular status meetings with project stakeholders to provide updates on progress and address any concerns or feedback promptly.
- Developed efficient stored procedures for complex business logic, reducing processing time and improving system stability.
MCSD Trainer
Global Net Communications Limited
05.1998 - 09.1998
- Trained students for the MCSD certification.
- Conducted workshops on Word, Excel, and PowerPoint for government staff.
Education
Master of Computer Applications (M.C.A) -
Bharathidasan University
Trichy04.2002
Bachelor of Science (B.Sc.,) - undefined
GSS Jain College for Women / Madras University
Chennai04.1998
Skills
Tools: JIRA, MS Project, Confluence, SSRS, SSIS, Power BI
undefinedCertification
Microsoft Certified Solution Developer
Declaration
I hereby declare that the information furnished above is true and correct to the best of my knowledge and belief. Anuradha R
Areas of Expertise
- Supply chain expert in complex ERP Product
- Application Development
- Cloud Infrastructure Management
- Process Management and improvement
- Release Management
- Internal tools Management
- Service Delivery Management
- Product upgrade Management
- Audit Compliance Management (CMMI, ISO)
- Project Management
- Customer-Centric approach
- Team management and development
Timeline
Global Technical Support Head
Ramco Systems
10.2000 - Current
SQL Developer
Nittany Decision Services
09.1998 - 09.2000
MCSD Trainer
Global Net Communications Limited
05.1998 - 09.1998
Bachelor of Science (B.Sc.,) - undefined
GSS Jain College for Women / Madras University
Master of Computer Applications (M.C.A) -
Bharathidasan University