Arun N.S
Kochi
Summary
Strategic Digital Transformation Consultant with 16+ years of experience in enterprise IT, specializing in cloud migration, stakeholder management, and AI-powered operational transformation. Proven track record of guiding global enterprise customers through complex implementation projects, modernization of service delivery, and scalable solution architecture. Adept at bridging the gap between technical teams and executive stakeholders to deliver measurable business impact.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Senior Consultant -2 |
Valorem Reply
Kochi, India
2019.05 - Current
- Owned end-to-end delivery of cloud migration and SaaS operations programmes, from service design, go-live governance, through stabilisation, and steady-state operations for enterprise customers.
- Led cross-functional global delivery teams across cloud engineering, application support, platform, and operations, managing capacity, delivery schedules, dependencies, and shift handoffs.
- Acted as the primary client and stakeholder lead, driving governance forums, executive communications, escalations, and delivery alignment.
- Improved service stability by reducing post-go-live incidents by over 30% and accelerating major incident resolution by 40% through structured risk management and continuous improvement.
- Directed operational governance and platform management for SaaS-based migration systems, including ownership of a self-service migration portal overseeing intake, prioritisation, execution, and issue resolution.
- Conceptualised and delivered multiple AI-powered internal solutions, including AI-based User Onboarding and Offboarding, Smart Handoff Reports, Service Management Virtual Agent, and a Service Recognition Badge Framework.
- Designed and piloted a Delivery and Service Management model for Azure migrations, defining operating models, workforce sizing, SLAs, KPIs, escalation frameworks, and ITIL-aligned governance.
SENIOR SYSTEMS ANALYST |
UST GLOBAL
Trivandrum, India
2018.05 - 2019.05
- Led issue resolution across consumer credit reporting, retail banking, and mortgage domains through daily Agile scrum ceremonies to monitor and improve data quality.
- Partnered with Equifax data analysts to gather requirements and conduct root cause analysis to address systemic defects.
- Ensured adherence to Equifax data governance policies and IMR reporting standards, aligning regulatory compliance with business objectives.
SENIOR SOFTWARE ENGINEER |
VISUAL IQ, A NIELSEN COMPANY
Kochi, India
2012.10 - 2018.05
- Delivered application support for SaaS-based marketing analytics platforms, serving global enterprise customers.
- Partnered with client stakeholders and engineering teams to resolve incidents, perform root cause analysis, and improve platform stability.
- Led production deployments and post-release monitoring, reducing customer-impacting issues, and enhancing service reliability.
- Strengthened operational maturity by implementing structured incident, problem, and release management practices.
ENGINEER SUPPORT |
SUBEX LIMITED
Bangalore, India
2011.01 - 2012.10
- Supported telecom and revenue assurance platforms, ensuring production stability through monitoring and incident resolution.
- Collaborated with internal teams on deployments, patches, and system upgrades.
Education
Bachelor of Computer Application
Nirmala College
Muvattupuzha, KL2008
Plus Two | Computer Sciences
Mar Elias H.S.S
Kottappady, KL2005
10th
Asram H.S.S
Perumbavoor, KL2003
CORE EXPERTISE
- Service Delivery & IT Ops: Global 24/7 delivery models, SaaS/Application support.
- Cloud & Migration: Azure architecture, migration planning, and steady-state operations.
- ITIL Governance: Structured Incident, Problem, and Change Management frameworks.
- Requirements & Analysis: Workshop facilitation and technical requirements gathering.
LEADERSHIP AND GOVERNANCE
- Client Advisory: Primary stakeholder lead; managed executive governance forums and delivery alignment.
- Performance Metrics: Defined and optimized SLAs, KPIs, and CSAT frameworks to drive operational maturity.
- Risk Management: Executed root cause analysis and proactive risk mitigation strategies.
- Team Strategy: Led workforce capacity planning and support model design for cross-functional teams.
DELIVERY AND TRANSFORMATION
- Program Management: Orchestrated end-to-end cloud and SaaS transitions from discovery to go-live.
- Operational Transformation: Architected modern service models, reducing post-deployment incidents.
- AI & Automation: Developed AI-powered onboarding, smart handoff reporting, and virtual agent solutions.
- Solution Design: Aligned enterprise technical standards with business objectives.
TOOLS AND PLATFORMS
Azure | ServiceNow | Microsoft Power Platform | Jira | Confluence
Certification
- Microsoft Azure Fundamentals (AZ-900)
- Agile Project Management
- CCNA
- MCSE
- Microsoft PowerApps
- Artificial Intelligence
EARLY CAREER
Foundation roles in enterprise IT support and customer service.
Sutherland Global Services (2008–2009) | IBM (2010–2011)
Technical Support & Operations – Early Career
Timeline
Senior Consultant -2 |
Valorem Reply
2019.05 - Current
SENIOR SYSTEMS ANALYST |
UST GLOBAL
2018.05 - 2019.05
SENIOR SOFTWARE ENGINEER |
VISUAL IQ, A NIELSEN COMPANY
2012.10 - 2018.05
ENGINEER SUPPORT |
SUBEX LIMITED
2011.01 - 2012.10
Bachelor of Computer Application
Nirmala College
Plus Two | Computer Sciences
Mar Elias H.S.S
10th
Asram H.S.S