SOURABH KUMAR

Core Impact & Achievements Strategic Operations & Governance

• Operational Efficiency: Reduced critical system downtime by 30 minutes through proactive performance monitoring and metric-driven optimizations.
• Financial Stewardship: Realized $1,250 monthly cost savings ($15,000 annually) in project "RUN SAVE" by identifying and implementing high-efficiency architectural solutions.
• Performance Leadership: Led high-performing software engineering teams, accelerating delivery timelines via structured mentorship and process streamlining.
• Global Crisis Management: Spearheaded resolution for Major Incidents, leading cross-functional and geographically dispersed teams to execute rapid recovery action plans.
• OKR & SLA Governance: Managed comprehensive service metrics including MTTR, MTTD, SLA, OLA, and CSLA to ensure peak operational performance.
• Escalation Framework: Standardized end-to-end escalation processes—defining intake, scope, and exit criteria—to improve resolution speed and accuracy.
• Risk Mitigation: Exercised expert judgment in problem mitigation and risk management, balancing business impact with technical feasibility for timely decision-making.
• Stakeholder Influence: Acted as the primary technical liaison for business leaders and clients, effectively translating complex technical issues into actionable business insights

• Automation & Reliability: Led automation for diverse applications, boosting efficiency and uptime through proactive optimization.
• Cloud Database Migration: Spearheaded database migrations to cloud storage, enhancing security and data accessibility.
• Global Uptime Support: Ensured seamless 24/7 operations in high-availability environments, managing global time zone requirements for high client satisfaction.
• Service Management: Expertly managed Change, Incident, Problem, and High Impact Incident (HIIM) lifecycles.

• Service Excellence: Maintained high customer satisfaction by addressing specific needs and resolving concerns to ensure service quality and retention.
• Revenue Preservation: Evaluated customer data to develop strategic solutions, successfully preserving revenue streams and maintaining client satisfaction.
• Consultative Analysis: Leveraged a consultative approach to gather technical data, supporting the organization and associates through data analysis and structured interviews.