IT Project Manager with extensive experience at Reliance Jio, specializing in enhancing service quality and elevating customer satisfaction. Proven ability to lead cross-functional teams and utilize Power BI for data-driven decision-making, and operational excellence. Skilled in incident resolution, process optimization, and driving continuous improvement initiatives, resulting in measurable gains in service delivery performance.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Project Management, Data Analyst, Service Improvement Lead
Petroleum Development Oman, (Globcom LLC & Bahwan Cybertek LLC)
Muscat
11.2022 - 01.2025
Implemented continuous improvement initiatives using Lean and Six Sigma methodologies.
Managed team of 90+ in IT service management, resolving over 300 tickets daily while adhering to ITIL and ITSM guidelines.
Achieved 20% reduction in ticket resolution time through effective management strategies.
Maintained 90% customer satisfaction rating in alignment with contract KPIs.
Executed quarterly lean projects for service improvements, reallocating savings towards productive areas.
Analyzed project outcomes to identify knowledge gaps and enhance overall customer satisfaction.
Developed Power BI dashboards for SLA and KPI reporting, reducing manual reporting efforts.
Automated routine tasks with scripts and tools to improve efficiency and minimize manual workload.
Deputy General Manager IT Service management & Project Management
Reliance Jio Platform Ltd
Navi Mumbai
03.2016 - 11.2022
Company Overview: Leading telecommunications company in India
Conceptualized & Created 'Digital Command Center' (NOC & SD) to track 35000 Servers (Production & Replica) monitoring & availability of entire IT Infra / Applications.
Alert configuration management tools like HPSM, Solarwinds, HPOMi, BPM, CAAPM etc & managed over 8000 daily alerts with reduction of 10% monthly alerts leading to success with capacity management and improvement in infrastructure.
Managed a team of 100 in overseeing IT service management tools like HPSM, Novelvox. Handled daily 1000 tickets. Driven the project every quarterly for reduction of 10% ticket with bug and defect fixes or implementation of new features.
Core member of the founding team at Jio Platform, leading the end-to-end setup of Technical Operations from the ground up
Led infrastructure projects like Security CLMS, ID validation, Middleware, Golden Configuration, and system log error management
Reviewed Critical Success Factors (CSFs) and incident records to optimize business uptime and confirm severity level determinations
Handled Outage Management by documenting Reasons for Outage (RFO)
Well-versed in ISO 27000 and ISO 20000 standards, with proven expertise in applying these frameworks during IT internal audits to ensure compliance, security, and service excellence
People Leader offering distinguished capabilities in leading talent management, leadership development, recruitment, learning & development for developing talent & workforce at large
Proven competencies in surpassing operational metrics including SLA, Team Utilization, CSAT, RCAs, Head Count and Forecasting of budget.
Regional Delivery Manager-Vodafone North Region
IBM India Pvt. Ltd
Noida
01.2010 - 03.2016
Company Overview: Multinational technology and consulting company
Ensure adherence of assigned SLAs with 100% achievements of all assigned SLAs
Overseeing the team of 125+ across the region with 1000+ daily tickets managing with BMC remedy.
Automated the SR fulfillment to avoid manual intervention and increasing the 50% less time to resolve and auto approval matrix.
Led the implementation of Self service kiosk across all vodafone store in various region in India.
Managed service delivery for IT infrastructure, telecom project rollout, and product deployment
Built and led a service desk and technical IT support team
Directed 15+ IT projects with budgets up to $2M, delivering all on time and within financial constraints, which enhanced operational efficiency by 30%Provided regular updates and detailed reports on project status to clients, focusing on escalated issues and future support needs
Built NOC for applications and infra monitoring while adhering to compliance with quality standards and business requirements
Data center movement to another location without any downtime reflected to users and customers with a full strategy
Ensured 100% ISO 27000 compliance in annual audits for six consecutive years during my tenure at Reliance Jio
Led multiple automation and transformation projects, like HSPSM and BMC Remedy ticketing tool, for enhancing user experience and reducing manual efforts
Certification
ITIL V3 certified
Power BI
Windows 7 operation and troubleshooting
Six Sigma Assessment
Microsoft Certified Professional in Windows Server
Advance Diploma in H/W and Networking
LinkedIn & PMI Course Certificate
Project Management Foundations: Schedules
Business Law For Managers
IT Service Management: ISO 20000
Leadership: Practical Skills
Introducing Robotic Process Automation, 2018
Six Sigma: Green Belt
Tableau 10 Essential Training
Performing a Technical security Audit and Assessment (2017)
IT Security Foundations: Core Concepts (2015)
Enhancing Team Innovation
Leading Productive Meetings (2018)
Timeline
Project Management, Data Analyst, Service Improvement Lead
Petroleum Development Oman, (Globcom LLC & Bahwan Cybertek LLC)
11.2022 - 01.2025
Deputy General Manager IT Service management & Project Management
<ul><li>Spearhead all accounting operations, including A/R, A/P, payroll, and general ledger, for a midsized financial services firm, resulting in a 25% improvement in operational efficiency.</li><li>Prepare and analyze complex financial statements and reports, providing actionable insights to senior management and supporting data-driven decision-making.</li><li>Lead and mentor a team of 5 accounting professionals, fostering a culture of continuous learning and development, and achieving a 95% employee satisfaction rate.</li><li>Collaborate with external auditors and regulatory bodies, ensuring compliance with GAAP, IFRS, and internal control procedures, and successfully navigating annual audits.</li><li>Implement and manage a new accounts payable system, reducing processing time by 30% and improving accuracy by 20%.</li><li>Key Achievement: Successfully managed a complex merger and acquisition project, ensuring seamless integration of financial systems and minimizing disruption to daily operations.</li></ul> at Security Financial Services<ul><li>Spearhead all accounting operations, including A/R, A/P, payroll, and general ledger, for a midsized financial services firm, resulting in a 25% improvement in operational efficiency.</li><li>Prepare and analyze complex financial statements and reports, providing actionable insights to senior management and supporting data-driven decision-making.</li><li>Lead and mentor a team of 5 accounting professionals, fostering a culture of continuous learning and development, and achieving a 95% employee satisfaction rate.</li><li>Collaborate with external auditors and regulatory bodies, ensuring compliance with GAAP, IFRS, and internal control procedures, and successfully navigating annual audits.</li><li>Implement and manage a new accounts payable system, reducing processing time by 30% and improving accuracy by 20%.</li><li>Key Achievement: Successfully managed a complex merger and acquisition project, ensuring seamless integration of financial systems and minimizing disruption to daily operations.</li></ul> at Security Financial Services
<ul><li>Oversaw all operational functions during the successful amalgamation of two legacy mutual insurers into a single, unified organization. Reported directly to the CEO and played a key leadership role in aligning people, processes, and performance with long-term strategic goals.</li><li>Led the full operational transformation of Salus Mutual, uniting teams and systems from two legacy organizations under a cohesive structure with shared goals and culture.</li><li>Redesigned leadership accountabilities and implemented new KPI and SLA frameworks, enabling stronger performance management and outcome tracking.</li><li>Built internal capacity in key operational areas, reducing reliance on external consultants and establishing a culture of ownership, capability, and continuous improvement.</li><li>Established an Operations function to support Claims, Underwriting, and Sales, delivering enterprise-wide value through data insights, process improvements, project delivery, and enhanced customer service.</li><li>Collaborated closely with the Senior Leadership Team and Board of Directors to co-develop and launch the organization’s first corporate strategy post-amalgamation.</li><li>Held P&L responsibility for $45M in Gross Written Premium, with a strong focus on operational efficiency and strategic growth.</li><li>Delivered key strategic outcomes, including: First-ever member rebate in company history, First employee engagement survey, achieving a 75% engagement score, 3% reduction in expense ratio through operational efficiencies and cost control.</li></ul> at Salus Mutual Insurance Company<ul><li>Oversaw all operational functions during the successful amalgamation of two legacy mutual insurers into a single, unified organization. Reported directly to the CEO and played a key leadership role in aligning people, processes, and performance with long-term strategic goals.</li><li>Led the full operational transformation of Salus Mutual, uniting teams and systems from two legacy organizations under a cohesive structure with shared goals and culture.</li><li>Redesigned leadership accountabilities and implemented new KPI and SLA frameworks, enabling stronger performance management and outcome tracking.</li><li>Built internal capacity in key operational areas, reducing reliance on external consultants and establishing a culture of ownership, capability, and continuous improvement.</li><li>Established an Operations function to support Claims, Underwriting, and Sales, delivering enterprise-wide value through data insights, process improvements, project delivery, and enhanced customer service.</li><li>Collaborated closely with the Senior Leadership Team and Board of Directors to co-develop and launch the organization’s first corporate strategy post-amalgamation.</li><li>Held P&L responsibility for $45M in Gross Written Premium, with a strong focus on operational efficiency and strategic growth.</li><li>Delivered key strategic outcomes, including: First-ever member rebate in company history, First employee engagement survey, achieving a 75% engagement score, 3% reduction in expense ratio through operational efficiencies and cost control.</li></ul> at Salus Mutual Insurance Company
Project Management Lead / Senior Data Analyst at Consumers Refinery CooperativeProject Management Lead / Senior Data Analyst at Consumers Refinery Cooperative
<ul><li>Roles and Responsibilities</li><li>Hiring and team building</li><li>Managing team’s career progression and performance reviews</li><li>Managing Performance improvement plan and firing</li><li>Mentoring</li><li>Product roadmap planning and execution</li><li>Accountability of the entire delivery execution including the risk mitigation planning.</li><li>Stakeholder management</li><li>Adhering to Apple Privacy and Security Guidelines for platform</li><li>Design and implementation of new architectures and solutions to manage all online services for AdXchange in Apple Ads.</li><li>Design and implementation of new architectures and solutions deliver Budget experimentation in Apple Ads</li><li>Design and implementation of new architectures and solutions to manage data for Ad Platform.</li><li>Creating and maintaining all the data and analytics and revenue pipelines for Ad Platforms</li><li>Driving the solution for data ingestions and data processing across Ad platform</li><li>Defining the Strategy for data governance and data access</li><li>Collaboration with business to deliver relevant data and insight for our strategy and decisions.</li><li>Managing storage, processing, copy/synchronization etc. appropriate to scale</li><li>Enabling machine learning and algorithm groups by proving them right frameworks and data</li><li>Advancing team’s design methodology and quality programming practices and evangelize those techniques across Ad platform.</li><li>Deliveries</li><li>Setup 8+ member team to design and deliver Budget Allocation and Budget experimentation.</li><li>Leading Ad Delivery services team, responsible for delivering various capabilities like query understanding, targeting, fraud etc.</li><li>Delivered and Lead Design for observability for budget, and data platform in Ad platform.</li><li>Setup 11+ members high performing team to handle various business needs such as analytics and micro services for Display Advertising as well as Data Platform</li><li>Instrumental in driving Data Platform throughout the SDLC from inception, design, development, testing and deployment.</li><li>Instilled a strong team culture of high-quality delivery by constructive feedback, cross collaboration, focus and motivation.</li><li>Delivered Realtime and Batch Platform with various integrations</li><li>Delivered new DIP design for Data Platform</li><li>Delivered design of all the components of Data processing platform</li><li>Transitioned Display data work to India seamlessly and delivered many critical business impacting features and organizational security initiatives.</li><li>Closely worked with various stakeholders to understand the requirements which resulted into efficient remote work culture.</li><li>Seamless Display execution and set up best practices for 24X7 production on-call.</li><li>Tools and Technologies</li><li>AWS, S3, Kafka, Spark, Hadoop, EMR, Hive, Scoop, Flume, Cassandra, Airflow, Oozie, Gobblin, Schema Store, Icloud, Grafana, Kubernetes, Vertica, Alation, snowflake, druid, Iceberg, Java, Scala, IntelliJ, Oracle, MySql, Git, RIO, Spinnaker, Elastic cache, Grpc, Agile.</li></ul> at Apple - Adplatform<ul><li>Roles and Responsibilities</li><li>Hiring and team building</li><li>Managing team’s career progression and performance reviews</li><li>Managing Performance improvement plan and firing</li><li>Mentoring</li><li>Product roadmap planning and execution</li><li>Accountability of the entire delivery execution including the risk mitigation planning.</li><li>Stakeholder management</li><li>Adhering to Apple Privacy and Security Guidelines for platform</li><li>Design and implementation of new architectures and solutions to manage all online services for AdXchange in Apple Ads.</li><li>Design and implementation of new architectures and solutions deliver Budget experimentation in Apple Ads</li><li>Design and implementation of new architectures and solutions to manage data for Ad Platform.</li><li>Creating and maintaining all the data and analytics and revenue pipelines for Ad Platforms</li><li>Driving the solution for data ingestions and data processing across Ad platform</li><li>Defining the Strategy for data governance and data access</li><li>Collaboration with business to deliver relevant data and insight for our strategy and decisions.</li><li>Managing storage, processing, copy/synchronization etc. appropriate to scale</li><li>Enabling machine learning and algorithm groups by proving them right frameworks and data</li><li>Advancing team’s design methodology and quality programming practices and evangelize those techniques across Ad platform.</li><li>Deliveries</li><li>Setup 8+ member team to design and deliver Budget Allocation and Budget experimentation.</li><li>Leading Ad Delivery services team, responsible for delivering various capabilities like query understanding, targeting, fraud etc.</li><li>Delivered and Lead Design for observability for budget, and data platform in Ad platform.</li><li>Setup 11+ members high performing team to handle various business needs such as analytics and micro services for Display Advertising as well as Data Platform</li><li>Instrumental in driving Data Platform throughout the SDLC from inception, design, development, testing and deployment.</li><li>Instilled a strong team culture of high-quality delivery by constructive feedback, cross collaboration, focus and motivation.</li><li>Delivered Realtime and Batch Platform with various integrations</li><li>Delivered new DIP design for Data Platform</li><li>Delivered design of all the components of Data processing platform</li><li>Transitioned Display data work to India seamlessly and delivered many critical business impacting features and organizational security initiatives.</li><li>Closely worked with various stakeholders to understand the requirements which resulted into efficient remote work culture.</li><li>Seamless Display execution and set up best practices for 24X7 production on-call.</li><li>Tools and Technologies</li><li>AWS, S3, Kafka, Spark, Hadoop, EMR, Hive, Scoop, Flume, Cassandra, Airflow, Oozie, Gobblin, Schema Store, Icloud, Grafana, Kubernetes, Vertica, Alation, snowflake, druid, Iceberg, Java, Scala, IntelliJ, Oracle, MySql, Git, RIO, Spinnaker, Elastic cache, Grpc, Agile.</li></ul> at Apple - Adplatform