SURENDRA KURELLA

Client: Restaurant Brands International | Domain: E-Commerce | 25+ markets

• Own cross-functional service delivery and technical program leadership for a 25+ market e-commerce platform spanning Engineering, Architecture, Security, Value Stream, and Customer Success. Primary escalation point for P1 incidents. Run Weekly Ops Governance, steering, and QBR with senior stakeholders.
• Recovered SLA/SLO compliance from routine monthly breaches to approximately 100% response and resolution in 3 months, while absorbing 45% ticket growth and delivering 53% above story-point targets.
• Established vendor SLA and escalation governance across 10+ vendors, reducing open escalations by over 50%.
• Redesigned support operating model and onboarding process based on full-team skills assessment to enhance team effectiveness.
• Coordinated cloud environments and DevOps release: Datadog observability (550+ monitors across 20+ markets in 6 weeks, over 90% proactive detection), WAF after a brute-force incident, and in-house mobile CI/CD saving $100k+/year.
• Expanded agentic RCA program from one prototype to 10+ production agents, capturing approximately 43% of RCA volume in 6 months with JIRA automation and Slack-Jira alerts for threshold breaches.

Clients: CICA, NYPIUA, Celina, Cigna, USIC, CPG, Stillwater

• Served as RTE for 6 feature teams and 4 Scrum Masters, delivering 30+ features across two Program Increments. Led PM COE for five client programs, enhancing portfolio compliance by 25%. Developed Power BI dashboards for tracking timeline, cost variance, and risk.
• Directed migration and modernization of Policy, Billing, and Claims systems from on-premises to containers, resulting in $1M revenue from DM Home Office release.

Clients: Vanguard (AWS public cloud) and IKEA (ServiceNow service transition)

• Executed end-to-end $15M AWS cloud transformation (migration and modernization) with 100% milestone adherence, zero budget escalation, and achieved 95% stakeholder satisfaction. RTE for 15+ Scrum teams (150+ people), RAID and SDLC tracking in JIRA.
• Defined architecture for 2 microservices tracks, engaging senior stakeholders in solution design, proposals, and demos.

Client: Cynergy Bank | Project: Fusion | GCP public cloud

• Led a $10M+ cloud transformation: migrated 5+ mainframe applications to GCP cloud services. 40% scalability, 30% faster processing.
• Developed post-migration operating model integrating architecture, security, and operations; achieved zero critical incidents during operational acceptance testing while managing RFPs, vendor relationships, and budget across 5+ streams.

Client: Lloyds Banking Group | Payments, cash management, and shared services

• Led cloud and platform programs for Faster Payments and BACS migration to microservices/SaaS; modernized cash management, reducing technical debt by 40% and achieving $500K+ annual cost reduction.
• Managed ITIL-aligned Change, Incident, Problem, Capacity, and Compliance Management on Payments SEML, achieving 100% SLA and $8M+ annual shared-services revenue, while reducing incident resolution time by 30% through 100+ high-severity war rooms.
• Delivered regulatory multi-stream projects (SWIFT, PSD2, ring-fenced banking) with budgets of GBP 1M to 10M, ensuring 100% compliance with deadlines and maintaining operational readiness through effective DR and cutover plans.

• Designed and implemented scalable architecture solutions to meet business requirements.
• Collaborated with cross-functional teams to align technology strategies with business goals.
• Conducted assessments of existing systems to identify opportunities for optimization.
• Led technical workshops to educate stakeholders on architectural best practices.

• Led cross-functional teams to deliver innovative software solutions aligned with business objectives.
• Designed and implemented system architecture to enhance application performance and reliability.
• Mentored junior developers, fostering skill development and promoting best practices in coding standards.
• Streamlined development processes by integrating Agile methodologies, resulting in improved project delivery timelines.

• Led cross-functional teams to enhance project delivery timelines and improve collaboration.
• Mentored junior team members, fostering skill development and knowledge sharing within the department.
• Analyzed operational processes, identifying areas for improvement and implementing effective solutions.