Results-oriented Production Support & IT Operations Leader with 20+ years of experience driving mission-critical application support, service delivery, incident management, and operational excellence across E-commerce, B…
Results-oriented Production Support & IT Operations Leader with 20+ years of experience driving mission-critical application support, service delivery, incident management, and operational excellence across E-commerce, Banking, Healthcare, and Enterprise platforms.
Proven success leading global support teams, managing Sev-1 incidents, improving SLA adherence, automating workflows, and delivering high-availability support for customer-facing applications used across multiple countries and regions.
Recognized for transforming support operations through automation, analytics, process optimization, stakeholder collaboration, and strong leadership. Adept at bridging business and technology teams to deliver resilient, scalable, and customer-centric support solutions.
Directed production support operations for multiple global business-critical applications supporting Herbalife distributors and ordering platforms., Managed and mentored a team of 6–10 support engineers across incident management, monitoring, escalation handling, and operational support., Successfully handled Sev-1 and revenue-impacting incidents ensuring minimal downtime and rapid business recovery., Partnered with infrastructure, development, QA, and business teams to accelerate issue resolution and improve operational stability., Introduced process improvements, operational best practices, and knowledge management initiatives that enhanced support efficiency., Developed Salesforce dashboards and operational reports providing actionable business insights and performance visibility., Automated manual operational workflows using Power Automate, significantly reducing turnaround time and manual effort., Ensured SLA compliance, stakeholder communication, governance reporting, and service continuity during critical business operations.
Directed production support operations for multiple global business-critical applications supporting Herbalife distributors and ordering platforms.
Managed and mentored a team of 6–10 support engineers across incident management, monitoring, escalation handling, and operational support.
Successfully handled Sev-1 and revenue-impacting incidents ensuring minimal downtime and rapid business recovery.
Partnered with infrastructure, development, QA, and business teams to accelerate issue resolution and improve operational stability.
Introduced process improvements, operational best practices, and knowledge management initiatives that enhanced support efficiency.
Developed Salesforce dashboards and operational reports providing actionable business insights and performance visibility.
Automated manual operational workflows using Power Automate, significantly reducing turnaround time and manual effort.
Ensured SLA compliance, stakeholder communication, governance reporting, and service continuity during critical business operations.
Designed and implemented automated onboarding workflows based on employee joining dates.
Developed and managed three critical automation jobs: Data Upload Job, Data Updater Job, and Non-Herbalife Email Automation.
Improved onboarding efficiency and ensured seamless employee onboarding experience.
Developed automated workflows for Salesforce case creation from support emails.
Reduced manual effort and improved support response turnaround time.
Built automated workforce and timesheet tracking solutions using Microsoft Forms, SharePoint, Power Automate, and Power BI.
Automated data collection, transformation, and reporting workflows.
Delivered analytical dashboards for resource management and operational insights.
Managed production support for Herbalife’s global E-commerce and distributor platforms.
Led issue resolution during critical production incidents affecting revenue and operations.
Created operational analytics dashboards using Salesforce and reporting tools.
Improved support efficiency through proactive monitoring and process optimization.
Migrated manual reports into automated MicroStrategy dashboards.
Automated reporting across 26 countries covering ordering trends and customer analytics.
Significantly reduced reporting effort and improved business visibility.
Gathered, analyzed, and documented business requirements for GoHerbalife redesign initiatives.
Collaborated with product owners, business stakeholders, and Agile teams for successful delivery.
Created user stories, functional documentation, and requirement specifications.
Coordinated requirement validation, testing support, and stakeholder reviews.
Gathered, analyzed, and documented business requirements for GoHerbalife redesign initiatives., Collaborated with product owners, business stakeholders, and Agile teams for successful delivery., Created user stories, functional documentation, and requirement specifications., Coordinated requirement validation, testing support, and stakeholder reviews.
Led QA activities for Herbalife distributor and E-commerce platforms.
Performed functional, integration, regression, ETL, and database testing.
Supported multiple international rollouts including US, Canada, Brazil, Germany, Austria, and Switzerland.
Validated taxation, shipping, freight, PayPal integration, and localization functionalities.
Improved test coverage, defect tracking, and release quality.
Led QA activities for Herbalife distributor and E-commerce platforms., Performed functional, integration, regression, ETL, and database testing., Supported multiple international rollouts including US, Canada, Brazil, Germany, Austria, and Switzerland., Validated taxation, shipping, freight, PayPal integration, and localization functionalities., Improved test coverage, defect tracking, and release quality.
Led offshore QA teams across enterprise banking and financial projects.
Managed test strategies, planning, execution reporting, and risk management.
Conducted system, integration, regression, automation, and ETL testing.
Coordinated with onsite stakeholders and cross-functional teams.
Led QA activities for Capital One Card Data Warehouse projects.
Managed automation initiatives using HP QTP and Quality Center.
Performed ETL and database validation testing using Teradata and Unix.
Led offshore QA teams across enterprise banking and financial projects., Managed test strategies, planning, execution reporting, and risk management., Conducted system, integration, regression, automation, and ETL testing., Coordinated with onsite stakeholders and cross-functional teams.
Functional, regression, and database testing.
Production support and incident handling.
PL/SQL development and reporting.
Customer support, implementation, and end-user training.
Functional, regression, and database testing., Production support and incident handling., PL/SQL development and reporting., Customer support, implementation, and end-user training.
Designed and implemented automated onboarding workflows based on employee joining dates.Developed and managed three critical automation jobs:Data Upload JobData UpdaterJobNon-Herbalife Email AutomationImproved onboarding efficiency and ensured seamless employee onboarding experience.
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