Tulika Srivastava
Gurgaon
Summary
Authentic, fun, resilient, enterprise aware, technologist, and trusted advisor with a relentless customer focus, digital transformation, and game-changing product and service experiences.
With deep multi-disciplinary skills, a strong presence, and a highly collaborative approach with a track record of customer and technical delivery - I bring empathy, a curious mind, good practice, pragmatism, project leadership, co-creation, and partnering abilities to make things happen.
With over 16 years of experience, I offer a rare blend of proposition development and support skills drawn from product, strategy, and delivery roles across the banking, retail, and mobile communications sectors. My expertise extends to ensuring effective compliance with control frameworks, driving continuous improvement initiatives, and maintaining accountability for service quality within service lines. Notably, I have successfully led the conversion of production support teams to a DevOps model, facilitating seamless integration between development and operations to enhance efficiency and agility.
Overview
16
16
years of professional experience
Work History
Vice President
Natwest Group
06.2017 - Current
- Oversaw overall management of technology operations, ensuring the availability, stability, and efficiency of systems by effectively collaborating with partners and suppliers
- Managed a team of IT Asset Managers, Incident Managers, and IT Audit and Regulatory Manager, providing guidance, support, and fostering a collaborative work environment
- Led the conversion of production support teams to a DevOps model, facilitating seamless integration between development and operations to enhance efficiency and agility.
- Possesses extensive expertise in defining and implementing application monitoring through tools such as Splunk, AppDynamics, DX-APM, and Geneos. Successfully developed and orchestrated comprehensive solutions for multiple projects, guiding them from inception to successful delivery.
- Implemented strategic automation initiatives to optimize various processes, resulting in an 80% reduction in manual workload. This not only significantly enhanced operational efficiency but also slashed customer response times from 2 days to an impressive 10 minutes.
- Coordinated the efficient resolution of issues (incidents and problems) across the bank's teams, systems, and partners, actively driving down open incidents within acceptable remediation periods
- Developed and maintained Service Level Objectives (SLOs) and regularly monitored and reported on metrics to senior management
- Collaborated with various teams within Technology and lines of business to establish disaster recovery requirements and develop a comprehensive Disaster Recovery Plan for critical systems
- Proven ability in defining service standards and guidelines that serve as benchmark for excellent service delivery thereby contributing towards ameliorated customer service
- Skilled in conducting internal process reviews for ensuring strict adherence to the process parameters/systems as per defined guidelines
- Competent and result oriented professional with experience across Agile Project Management Methodologies, Service Delivery, SLA Management, Incident/ Problem Management, ITIL Infrastructure Management, Stakeholder Management, Quality Management, Change Management, Risk Analysis, Service Improvement Management, Escalations Management, Vendor Management, Quality Assurance and Team Management
- Strong leadership skills, adept at managing teams of IT professionals and coordinating cross-functional collaboration
Tech Lead
CGI
02.2013 - 03.2017
- Competent and result oriented professional with experience across Agile Project Management Methodologies, Service Delivery, SLA Management, Incident/ Problem Management, ITIL Infrastructure Management
- Thorough understanding of Problem/ Escalation/ Incident Life Cycle - Identification & Recording, Incident Categorization and Prioritization, Initial Diagnosis and Assignment, Investigation & Diagnosis, Resolution & Recovery and Closure
- Thorough professional with solid experience in formulating robust IT solutions strategies coupled with hands on expertise in managing & leading teams for running successful process operations & developing Business Continuity Plans, Procedures, and Service Standards for Business Excellence
- Demonstrating excellent interpersonal communication, situational leadership & team collaboration skills also possess good analytical ability, organizational, problem-solving, mentoring and coaching skills.
Sr Software Engineer
HCL Technologies Ltd.
07.2008 - 12.2012
- Created procedures for system monitoring, recovery, backup and optimization
- Revised, modularized and updated old code bases to modern development standards, reducing operating costs and improving functionality
- Worked with project managers, developers, quality assurance and customers to resolve technical issues
- Suggested improvements to team and project workflow.
Education
GNIIT - Computer And Information Sciences
NIIT
New Delhi, Delhi06.2008
Bachelor of Science - Mathematics
RML Awadh University
Faizabad, Uttar Pradesh06.2006
Skills
- DevOps Consultation
- Monitoring Tools
- Strategic Planning
- Agile frameworks
- Stakeholder relationship management
- Problem identification
Timeline
Vice President
Natwest Group
06.2017 - Current
Tech Lead
CGI
02.2013 - 03.2017
Sr Software Engineer
HCL Technologies Ltd.
07.2008 - 12.2012
GNIIT - Computer And Information Sciences
NIIT
Bachelor of Science - Mathematics
RML Awadh University
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