PRASHANTH KUMAR MERUGU

Vice President – SRE & Platform Engineering (July 2021- Present)

• Lead Site Reliability Strategy and Operations for Consumer Lending Operations and Enterprise contact centre platforms across Retail Banking, Credit Cards, Payments, Mortgage, and Wealth LOBs.
• Managed 30+ engineers across geographies(India, US, Manila) in contact center space focusing on platform reliability, automation, and operational excellence
• Managing the Systems Operations technical teams that monitor installed systems and infrastructure.
• Engaging the Stake holders and internal partners associated with systems functional areas and application. Working with Application Engineering Managers & teams for stability and resilience for Production Systems serving the customers of the bank.
• Make decisions to resolve issues with operating systems, application software and systems management tools to meet the business objectives.
• Manage mid and highly experienced level SME's and Analysts. Manage allocation of people and financial resources for Systems Operations. Mentor and guide talent development of direct reports and assist in hiring right talent.
• Key Contributor in OCP (Open shift Platform) cloud migration and hybrid infrastructure initiatives, aligning with enterprise strategy.
• Established automation frameworks reducing toil by 40%, including self-healing scripts and deployment pipelines.
• Led incident management function, acting as Incident Commander during SEV1/SEV2 outages, ensuring SLA compliance and continuous improvement.
• Implemented on-call rotations, runbooks, and reliability playbooks to standardize operations and reduce MTTR.
• Standardized runbooks, DR plans, and operational KPIs across multiple geographies.
• Built monitoring dashboards, alerting systems, and capacity management processes, ensuring 99.99% uptime.
• Defined SLOs and SLIs for contact centre systems, driving continuous improvement in resiliency.
• Established Incident Command processes for SEV1/SEV2 outages; reduced MTTR by 40%.
• Drove automation of release management, failover testing, and DR drills, improving operational maturity.
• Oversaw migration projects from legacy systems to modern platforms, ensuring minimal disruption to business activities during transition periods.
• Streamlined operations with the development of efficient workflows and procedures for team members.

Technical Delivery Lead - (April 2012 - Jul 2021)

• Directed Platform Migration from multi-vendor routing (Cisco UCCE, Genesys CTI) to unified Genesys Cloud, improving uptime and reducing vendor costs.
• Responsible for providing Technical Solutions and Strategy as per the Organization's objectives.
• Responsible for managing and leading Technical Delivery of the projects in liaison with US Project Management team and stakeholders across Wells Fargo India and Philippines GIC's.
• Responsible for managing the forecast and availability reports and share the same with US stake holders.
• Responsible for SLA maintenance and delivering projects on agreed timelines with US Project Teams.
• Responsible for managing the Genesys SWR/SCR Scrum Agile development teams across geographies within Offshore GIC's.
• Responsible for managing the forecast and availability reports and share the same with US stake holders.
• Responsible for SLA maintenance and delivering projects on agreed timelines with US Project Teams.
• Responsible for providing Technical Solutions and Strategy as per the Organization's objectives. - Responsible for coaching and mentoring the Team Members.
• Responsible for managing the off shore genesys resources in Tier-3 Support, Change Release Management, Routing Development, Platform Engineering , Production Implementation teams.

• Managed 24x7 reliability support for multi-site contact center systems.
• Provided production support and high-availability engineering for global contact center systems.
• Designed and maintained multi-site routing and failover solutions, ensuring zero customer downtime.
• Drove incident response and RCA processes for critical outages, reducing escalation frequency.
• Automated reporting and monitoring solutions, improving visibility into system performance.
• Managed end-to-end support and development of large-scale Genesys applications in production.
• Designed and implemented monitoring dashboards, alerting systems, and automated reporting to enhance system visibility.
• Coordinated with cross-functional teams for release management, incident resolution, and client-driven enhancements.
• Led team of engineers in delivering high-availability solutions, reducing downtime, and ensuring compliance with SLAs.
• Spearheaded SRE practices adoption across contact center platforms, focusing on incident reduction, automation, and observability improvements.
• Directed incident management, capacity planning, SLA governance, and root cause analysis (RCA) processes to improve service reliability.
• Partnered with US-based stakeholders to deliver technology transformation programs, ensuring system uptime, resilience, and business continuity.
• Mentored and coached technical leads and engineers, fostering a culture of reliability, accountability, and performance excellence.

• Responsible for providing the production support and maintaining high availability of Genesys systems in Production Environment.
  Responsible for
• Deployed and maintained high-availability IVR systems and skill-based routing.
• Integrated Genesys CTI with Siebel CRM, enabling streamlined customer handling.
• Designed and deployed IVR and routing strategies with focus on high availability and reliability.
• Ensured 24/7 uptime of production platforms through monitoring, automation, and proactive fixes.
• Responsible for design, development, modification and deployment of IVR Applications using Genesys Studio GUI with GVP 7.2.
• Responsible for providing the production support and maintaining high availability of Genesys systems in Production environment.
• Responsible for design, modifying, fix and enhancements of strategies for voice/Chat/ email contacts for skill-based routing using Genesys Interaction Routing Designer.
• Responsible for building, modifying reports and custom statistics as per client requirement.
• Responsible for report development using Hyperion Brio solutions.
• Responsible for Genesys CTI Integration with Siebel7 CRM. Responsible for writing Siebel Commands and Event Handlers to account for new Call Types.

• Administered outbound dialers and Genesys solutions for Citibank processes.
• Improved system stability and reliability through proactive monitoring and tuning.
• Trained and guided team members to maintain high productivity and performance metrics.
• Interacted well with customers to build connections and nurture relationships.
• Reported issues to higher management with great detail.
• Cultivated high-performance organizational culture, aligning employee goals with corporate objectives and rewarding excellence.

Worked as Executive in IT Department for supporting the outbound call center process for Standard charted bank.

• Worked as Software Programmer and developed the customized software’s in Client/Server and E-Commerce Solutions.
• Developed customized client-server and e-commerce applications.