Shilpa Kurle
Service Manager
Pune
Summary
Strategic Service Manager with over 16 years of experience leading high-stakes Application Management Services (AMS) and production support operations. Proven record of delivering operational excellence across the Life Sciences, Energy, and Banking sectors. Currently spearheading production support for complex Pharma data ecosystems, including ETL pipelines, automated dashboards, and mission-critical Incentive Compensation (IC) operations.
Expert in managing multi-location teams to maintain system reliability for global giants. Adept at bridging the gap between technical execution and business strategy, ensuring high availability of content management solutions and data-driven platforms. Recognized for driving process improvements, meeting rigorous SLA/KPI targets, and navigating the unique regulatory landscapes of diverse international markets.
- Pharma Excellence: ETL Data Pipelines, Incentive Compensation Operations, Dashboarding (Tableau/PowerBI), GxP Compliance.
- Global Domain Expertise: Oil & Gas (Australia), Banking & Finance (Canada), Life Sciences.
- Service Management: ITIL Framework, AMS Governance, SLA/KPI Management, Incident & Problem Management.
- Technical Versatility: Enterprise Content Management (ECM), Data Integration, Production Support Leadership.
Overview
12
12
years of professional experience
5
5
Certifications
3
3
Languages
Work History
Service Manager
Global Pharma Consultancy
08.2024 - Current
- The AMS managed operations engagement is dedicated for providing L1-L2 support for ETL data operations for US based customers.
- Leading and managing the project deliveries for multiple client portfolio.
- This portfolio includes teams working on Snowflake, Matillion, ETL operations, MSTR, Power BI, SQL, Datagaps etc.
- A Global Pharma Consultancy Giant providing data solutions to the world’s major pharma industries. Specialized in Incentive compensation, Pharma data solutions etc.
- Technology Stack: Snowflake, SQL, ETL tools, Matillion, MSTR, Power BI, ServiceNow, Informatica, Datagaps, Javelin etc.
- Responsibilities include ensuring client satisfaction, identifying project stakeholders, planning and monitoring projects, defining project scope, mentoring team members, maintaining project quality, reporting on key metrics, assisting account management, identifying opportunities for cross-selling, collaborating with cross-functional teams, leading project completion, and standardizing documentation practices.
Service Manager
Oil And Gas Giant
02.2019 - 05.2024
- The AMS engagement was dedicated for providing L2-L3 support for 300+ applications across technology stack for the customer.
- Additionally handled AWS Cloud based applications support for corporate functions.
- Leading and managing the project deliveries for Content services portfolio.
- This portfolio includes teams working on Microsoft 365 Products, Power Platform, SharePoint Online, ECM, Documentum etc.
- An Oil And Gas Giant in Australia and North America providing new energy solutions to the world. Major producer of Oil and Natural Gas across Australia region.
- Technology Stack: Power Platform Apps, Power Automate, Microsoft 365, SharePoint Online, DataVerse, Azure.
- Responsibilities include coordinating new work with customers, contributing to estimations, managing deliveries and reporting, involving in customer communications, working in Agile framework, gathering requirements, suggesting improvements, managing offshore teams, handling customer issues, and reporting important metrics.
Support Team Member
Toronto Dominion Bank
04.2014 - 05.2018
- 24x7 production support for customized web modules designed by the WCM system.
- Working on Content and Page Design changes for the bank websites.
- Creating and designing the web pages in Emarald standards.
- Working as Support Team Member for BAU activities to resolve issues raised by customer.
- Supporting the 12 websites hosted in the SDL Tridion tool.
- Worked to fix the existing issues along with problem tickets for website pages.
- Responsibility to test the page contents in desktop and mobile sites and report the issues to testing teams.
- Responsibility to resolve the testing issues which are related to content or page modules designed at WCM end.
- Suggested & implemented continuous improvement initiatives that automate routine tasks, improved processes, reduced effort, and ticket count.
- Publishing of the content pages and critical/timely publishing of the quarterly results for the bank.
- Customer and Team management for both onshore and offshore teams.
- Enterprise solution is developed for TD Bank Canada which included multiple web site content including Insurance, Corporate, Credit Cards etc. The solution was built on SDL Tridion suite of products and was supported by the team.
- Technology Stack: SDL Tridion, Apache TomCat, Content Editors, JIRA, Gemini ticket management tool.
Education
BE - Electronics
Dr. D.Y. Patil College of Engineering And Technology
Kolhapur08-2007
High School Diploma -
Kamala College
Kolhapur, India 04.2001 -
Skills
ITIL Service Management
IT Operations Management
ITIL Incident, Change, Problem, Service Level Management
Client & Stakeholder Management
Resource & Capacity Planning
Technical Leadership
Process Optimization & Automation
Transition Management
Customer service management
Team collaboration and leadership
Scrum and Agile Methodologies
Technology: AWS, ETL, SQL, ECM Documentum, TeamSite, SDL Tridion, SharePoint Online, Power Platform
Certification
Certified AWS Solutions Architect – Associate level
Timeline
Service Manager
Global Pharma Consultancy
08.2024 - Current
Service Manager
Oil And Gas Giant
02.2019 - 05.2024
Support Team Member
Toronto Dominion Bank
04.2014 - 05.2018
High School Diploma -
Kamala College
04.2001 -
BE - Electronics
Dr. D.Y. Patil College of Engineering And Technology
Hobbies
Creative arts, Writing, Reading