Sushma Uthaiah

Lead engineering execution and product delivery for airline group shopping, booking, servicing, ticketing, and revenue protection.

Drive SAFe Agile delivery across multiple initiatives, balancing current releases with preparation for future asks.

Build project schedules, identify dependencies, and negotiate with cross-BU stakeholders and 3rd parties.

Implement AI-driven dashboards for automated status reporting, risk tracking, and progress monitoring.

Influence senior management and extended teams without direct authority, ensuring alignment with organizational objectives.

Champion process improvements, driving efficiency and adoption of industry-standard practices.

Owned end-to-end platform delivery and governance for a real-time enterprise platform supporting 24×7 mission-critical airport operations.

Defined platform roadmap, delivery priorities, and operating model, aligning with enterprise architecture, resilience, and regulatory requirements.

Led cross-functional teams (engineering, data, infrastructure, security, operations) to ensure high availability (>99.9%), scalability, and compliance.

Acted as the single point of accountability for escalations, service KPIs, and executive communication.

Drove continuous improvement using operational metrics, KPIs, and stakeholder feedback, improving adoption and business outcomes.

• Owned the enterprise ServiceNow platform strategy, roadmap, and governance for ITSM and ITOM, supporting 50,000+ users globally.
  
  Led enterprise-scale ServiceNow transformation, modernizing legacy ITSM platforms to ServiceNow-based, API-first architecture.
  
  Delivered 20+ production releases over 4 years, improving release predictability by 25% and achieving >98% deployment success.
  
  Defined and enforced platform governance standards for customizations, integrations, data quality, and security.
  
  Drove ITIL process maturity (Incident, Problem, Change), resulting in faster MTTR, reduced repeat incidents, and improved change success rates.
  
  Enabled automation and observability through ServiceNow integrations and APIs, reducing manual operational effort by 30–40%.
  
  Built and led cross-functional ServiceNow teams (20–26 members) including architects, developers, and QA; maintained >90% retention.
  
  Ensured compliance with ITIL, GDPR, and enterprise security standards, passing 100% of audits without service disruption.
  
  Regularly presented platform health, roadmap progress, risks, and ROI to senior and executive leadership.

• Owned the product vision, roadmap, and backlog for enterprise ITSM and ITOM platforms.
• Established a robust requirements analysis strategy, improving system integration, and reducing rework by 20%.
• Optimized development and delivery processes by implementing Agile methodologies, accelerating project completion by 30%.
• Led the design and release of new product APIs, enabling automation for customers and internal users across platforms.
• Delivered 20+ production releases over 4 years, improving user experience, release timelines, and ITIL-aligned service workflows.

• Led Agile delivery for a seven-member engineering team, improving sprint predictability and on-time delivery by 30%.
• Launched products across the web, iOS, and Android, expanding market reach to three platforms, and increasing customer adoption by 40%.
• Enabled sales teams through training and demos, contributing to double-digit growth in product adoption within the first six months.
• Improved customer satisfaction (CSAT/NPS) by 15–20 points through continuous, feedback-driven enhancements.
• Reduced production defects by 40% by aligning the testing strategy with delivery and client quality expectations.