Devika Murali

Reporting & Analytics Team Manager (June 2024 – Present)

• Directed a 7-member engineering team, building SAP BO/Tableau BI solutions; enabled 15% faster executive decision-making.
• Drove architectural improvements, aligning the reporting platform with strategic KPIs and uptime goals; reduced downtime by 50%.
• Led the ITSM change process redesign, improving stakeholder satisfaction and service metrics.
• Launched automation, reducing manual reporting work by 30% year-on-year.

Transition Lead (Dec 2022 – Present)

• Orchestrated high-stakes application migrations with zero critical downtime through proactive planning and stakeholder alignment.
• Mentored over 20 engineers to build high-performing teams and accelerate delivery readiness.
• Led end-to-end transitions of Power Apps and Nintex Automation Cloud projects, improving client adoption and governance.

Service Delivery Manager (Mar 2022 – Jun 2024)

• Managed 30+ team members, delivering L2/L3 support for 3,000+ retail stores.
• Reduced incident backlog by 63% and P1/P2 outage counts by implementing RCA, automation, and proactive alerts.
• Improved client satisfaction by 40% through revamped triage, WSR/QSR processes, and clear delivery metrics.
• Owned release governance and delivery health reporting for the retail store operations platform.

Project Team Lead (May 2021 – Feb 2022).

• Managed support for POS, inventory, and label management systems.
• Cut P2 incidents by 55%, and P1 by 95% through auto-resolution frameworks and knowledge management.
• Introduced monitoring scripts and escalation automation to enhance team efficiency.

Team Lead, Application Development (May 2019 – May 2021).

• Led 15+ engineers in delivering enterprise apps using Agile, and reduced release cycles by 20%.
• Facilitated sprint ceremonies, retrospectives, and JIRA reporting.
• Coached junior developers to raise delivery maturity, and knowledge sharing.
• Progressed from Programmer Analyst to Technical Lead over 8 years in software engineering roles, delivering enterprise web applications and automation frameworks.
• Facilitated Agile ceremonies, coached teams on Scrum, and managed cross-functional collaboration.

Full Stack Developer (Sept. 2013 – May 2019)

• Developed impactful tools (e.g., Web Help Desk, Global Events Requisition), reducing manual effort by over 60%.
• Modernized legacy systems, earning the Transformation Excellence Award.
• Built pricing and contract management platforms, improving transparency by over 40%.