Sridhar Sivaraman
Chennai,TN
Summary
20+ years of experience spearheading global Incident, Problem, and Change Management for mission-critical FinTech platforms. Proven track record of managing 24×7×365 operations for high-volume payment systems, sustaining 99.999% availability while leading APAC and global cross-functional teams. Strategic architect of AI-driven automation, successfully reducing L1 operational costs by 40% and cutting response times from hours to minutes. US Patent holder for innovative payment solutions, combining deep technical SRE principles with a focus on ITIL governance and organizational resilience.
Overview
20
20
years of professional experience
Work History
Manager, Site Operations
PayPal
08.2022 - Current
- Lead/mentored/nurtured a 12x7 APAC-based team working very closely with North America peer managers to run a cohesive 24x7 global high-performance team driving critical incidents to resolution, handling incident escalations, facilitating fix deployments, and striving for root cause analysis, all while minimizing downtime.
- Influence and motivate teams across a diverse set of vertical domains and geographic locations to ensure customer and merchant incidents are addressed rapidly and efficiently so that our software applications are available and functional 24x7x365.
- Responsible for the efficiency and effectiveness of the Incident management process.
- Consistently monitoring the Incident Management Process and improving it whenever needed.
- Constantly monitor the latest IM trends and apply newer technologies wherever needed.
- Streamlined workflows by identifying bottlenecks in existing systems and proactively addressing these challenges through appropriate solutions implementation.
- Always maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Critical Incident Manager
PayPal
01.2020 - 07.2022
- Coordinated with stakeholders during high-impact events, maintaining transparency and trust throughout the resolution process.
- Maintained detailed records of all critical incidents to facilitate trend analysis and informed decision-making in future situations.
- Served as an escalation point for high-severity incidents, ensuring timely interventions and resolutions.
- Ensured adherence to industry best practices such as ITIL, delivering a standardized and efficient incident management process.
Problem Management Analyst
PayPal
12.2016 - 01.2020
- Facilitated post-mortem analysis on major incidents, identifying contributing factors and implementing preventative measures to reduce future risks.
- Improved communication channels between support teams, leading to faster resolutions and increased customer satisfaction.
- Contributed to the development of knowledge base articles for common issues, expediting resolution times for support staff.
- Conducted regular reviews of resolved incidents to ensure long-term solutions were effective in preventing future occurrences.
- Developed comprehensive reports on problem trends, contributing to continuous improvement initiatives.
- Implemented proactive measures to reduce incident recurrence rates and improve system stability.
- Developed a standardized approach for documenting problems encountered by customers along with their resolutions.
- Participated in major incident review meetings to identify areas for improvement in response processes and protocols.
- Evaluated emerging technologies and tools related to problem management, staying current on industry best practices.
- Provided training and guidance to team members on problem management best practices, enhancing overall team performance.
- Collaborated closely with incident managers and other stakeholders to drive improvements in problem prevention techniques.
- Established metrics for measuring and tracking problem management effectiveness, enabling continuous process improvement.
Problem Manager
Ness Technologies - Deputed At PayPal
09.2013 - 11.2016
- Facilitated regular meetings with IT service teams to discuss ongoing incidents and coordinate efforts towards effective resolutions.
- Conducted regular reviews of resolved problems to identify areas for further improvement in processes or procedures.
- Led change management initiatives as part of the problem resolution process, minimizing negative impacts on business operations.
- Reduced incident recurrence rates through thorough root cause analysis and process improvement initiatives.
- Championed a proactive approach to problem management by identifying potential risks before they escalated into significant issues.
Change Management Analyst
Ness Technologies - Deputed At PayPal
09.2011 - 08.2013
- Coordinated activities across multiple departments involved in the same initiative while maintaining clear lines of responsibility.
- Mitigated risks associated with organizational changes through diligent risk assessment and contingency planning.
- Improved organizational efficiency by implementing change management strategies and streamlining processes.
- Reduced resistance to change with effective communication and employee training programs.
- Championed the importance of continuous improvement within the organization, promoting a proactive approach to growth and development.
- Evaluated current processes to develop improvement plans.
Senior QA Analyst
Ness Technologies - Deputed At PayPal
11.2007 - 08.2011
- Streamlined QA processes by developing automated testing scripts, resulting in increased efficiency and reduced manual effort.
- Conducted risk assessments for potential software releases, ensuring optimal product stability before launch.
- Played a key role in successful software deployments through diligent validation of release candidates against established acceptance criteria.
- Established robust performance benchmarks for critical system components through meticulous load testing exercises.
QA Analyst
SCM Microsystem
11.2005 - 11.2007
- Mitigated risk in software releases by consistently detecting critical defects during the testing phase.
- Supported timely project completion through efficient prioritization and execution of test tasks.
- Enhanced product performance by conducting comprehensive regression testing on new updates.
- Optimized resource allocation by performing accurate estimation of time required for various testing activities.
Education
Bachelor of Engineering - Computer Science
Prince Shri Padmavathi Engineering College
Chennai, India04.2005
Higher Secondary - Computer Science
Kandasamy Kandar Matriculation & Higher Secondary
Namakkal, India04.2001
Class 10th - Matriculation
Kandasamy Kandar Matriculation & Higher Secondary
Namakkal, India04.1999
Skills
- Strong Collaborative Skills
- Team Leader
- Excellent Communication Skills
- Incident Management
- Positive Attitude
- Continuous Improvement
- Process Improvement
- Multitasking
- Task Prioritization
- Strategic planning
- Operations management
- Decision-making
- Team leadership
- Cross-functional teamwork
- Performance evaluations
- Goal setting
- Staff development
- Shift scheduling
- Emergency response
- Clear communication
- Coaching and mentoring
- Change management
- Stakeholder management
- Positive attitude
- Problem-solving abilities
- Organizational skills
- Problem-solving
- Team collaboration
- Reliability
- Problem resolution
- Managing operations and efficiency
Accomplishments
Wish list transactions through smart TV associated with PayPal
Issued by US Patent · Apr 2017/Patent number: 9619833
Abstract:
A user may create a wish/gift list and send the list to recipients, who have the option of accepting the list. Content being viewed or recorded by recipients who have accepted the list is scanned to determine whether the content is relevant to one or more items on the list. If so, an alert is displayed on a recipient device, which can be the same device as the displayed content. The recipient may select the alert to purchase the item(s) or obtain additional information about the item(s) for a subsequent purchase.
Shared mobile payments
Patent number: 9990620
Abstract:
Methods and systems are provided for facilitating shared mobile payments. According to an embodiment, a user can initiate a purchase using a mobile device. The mobile device can display a total price for the purchase. The first user can cooperate with one or more second users to share the cost of the purchase. The cooperation can be facilitated via the first and second users' mobile devices.
Timeline
Manager, Site Operations
PayPal
08.2022 - Current
Critical Incident Manager
PayPal
01.2020 - 07.2022
Problem Management Analyst
PayPal
12.2016 - 01.2020
Problem Manager
Ness Technologies - Deputed At PayPal
09.2013 - 11.2016
Change Management Analyst
Ness Technologies - Deputed At PayPal
09.2011 - 08.2013
Senior QA Analyst
Ness Technologies - Deputed At PayPal
11.2007 - 08.2011
QA Analyst
SCM Microsystem
11.2005 - 11.2007
Bachelor of Engineering - Computer Science
Prince Shri Padmavathi Engineering College
Higher Secondary - Computer Science
Kandasamy Kandar Matriculation & Higher Secondary
Class 10th - Matriculation
Kandasamy Kandar Matriculation & Higher Secondary