🏛️ Citi Smith Barney (India) | Offshore Lead / Application Support Lead
Sep 2008 – Oct 2011
- Led production support and IT operations for critical banking and financial applications.
- Managed incident and problem management while stepping into leadership to guide cross-functional teams and establish operational best practices.
🏥 CVS Health (USA) | Service Manager / Operations Analyst
Oct 2011 – Sep 2016
- Directed IT operations and production support across major healthcare technology platforms.
- Implemented monitoring solutions, automated alerting, and operational governance tools that improved efficiency and stability.
💼 Morgan Stanley Wealth Management (Australia) | Service Management Lead
Sep 2016 – Jan 2019
- Led IT operations and incident management supporting 200+ financial advisors.
- Established incident management frameworks, managed Sev1/Sev2 resolutions, and successfully transitioned services from incumbent vendors.
🛡️ Fiducian Financial Services (Sydney, NSW) | Technology Operations Lead / Business Analyst
Feb 2019 – Present
- Own day-to-day IT operations and service delivery for a mission-critical wealth management platform supporting 90+ advisers and 8,000+ clients.
- Lead and mentor a team of 4 specialists, oversee vendor relationships (MSPs/third parties), and maintain operational SLA compliance.
- Reduced repeat incidents by over 20% through root cause analysis and enhanced runbook discipline, while significantly speeding up application turnaround times.
🛠️ Core Skillset
- ⚙️ IT Operations & Service Delivery: ITSM Frameworks, Incident & Problem Management, Operational Governance, SLA Compliance
- 🤝 Leadership & Strategy: Team Coaching & Mentoring, Vendor & MSP Management, Cross-Functional Team Leadership, Stakeholder Reporting
- 💻 Technical & Infrastructure: Infrastructure & Security Monitoring, Endpoint & Identity Management, Microsoft 365, SQL, Python, Linux