Sheela L

Spearheaded cross functional teams:

• Project Managers overseeing Cloud Onboarding and Migration initiatives across AMER and EMEA regions.
• Global Change Management Team, driving change processes and ensuring seamless transitions across all business functions.
• Major Incident Monitoring and Management Team, reducing Mean Time to Resolution (MTTR) for Severity 0 and 1 incidents from 240 minutes to 60 minutes, significantly improving Customer Satisfaction (CSAT).
• Identity and Access Management (IAM) Team, managing user onboarding and enforcing IAM best practices across multiple cloud environments in compliance with Verint's cloud security standards.
• L1 Engineers in the Security Operations Center (SOC), responsible for monitoring and addressing security events. Established key performance metrics (MTTA, MTTC, and MTTR) to measure and enhance SOC effectiveness.
• Customer Crisis Prevention and Management Team, composed of selected subject matter experts acting as Client Advocates to manage and mitigate customer crises effectively.
• Drove Cloud Cost Optimization Initiatives, achieving savings of approximately USD 2 million.

Process Improvement and Compliance Initiatives:

• Developed and deployed a Project Management Quality Measurement Scorecard, providing comprehensive insights into project health across various verticals.
• Led the implementation of Agile frameworks for Project Managers, enhancing project delivery efficiency.
• Directed vulnerability assessments and remediation efforts for operating systems, reducing infrastructure security risks.
• Managed multiple compliance audits, including Microsoft (MS) Audit, PCI 3.0, and internal audits, ensuring regulatory adherence.
• Contributed to an internal initiative to automate the change management process for application patching, improving operational efficiency.
• Established a Process Quality Assurance (PQA) team, driving quality assurance across functions using predefined metrics and standards.
• Developed a structured crisis management process, enhancing incident response and improving customer satisfaction (CSAT).
• Defined measurable Key Performance Indicators (KPIs) for the crisis management team, focusing on customer recovery outcomes, including conversion of ‘Red' customers to ‘Green' status, and tracking Turnaround Time (TAT), Net Promoter Score (NPS), and CSAT for product and cloud-related incidents.

Automation and Data Analytics Initiatives:

• Developed a bot prototype using Microsoft Power Virtual Agents (PVA), streamlining interactions between users and backend fulfillment teams and tools.
• Automated application access enablement for the workforce management product, reducing turnaround time (TAT) from minutes to seconds.
• Leveraged various tools for automation and analytics, including: ServiceNow for project and change management, OpsGenie for incident management, Rapid7 for vulnerability assessments, Power BI for data analytics and dashboards, Microsoft PVA for no-code bot development.
• Integrated data analytics into the crisis prevention process, analyzing historical data to identify at-risk customers and implementing preventive measures.
• Designed a real-time executive dashboard in Power BI, providing leadership with actionable insights for informed decision-making.

Led end-to-end cloud migration projects:

• Transitioning new customers from on-premises environments to AWS, Azure, and Google Cloud platforms.
• Influenced customer decisions to migrate from on-premises to cloud by presenting value-driven business cases.
• Managed cross-cloud migration initiatives for existing customers, highlighting cost optimization, enhanced support, and scalability benefits.
• Oversaw workforce management product integrations, enabling seamless transitions from legacy vendors and improving workforce efficiency.
• Built and scaled a dedicated team to drive partner-led cloud projects, enhancing delivery efficiency and partner collaboration.
• Championed cloud cost-reduction initiatives, collaborating with technical teams to optimize cloud infrastructure and deliver operational savings.

Process Improvement & Operational Excellence:

• Contributed to a company-wide initiative, partnering with VPs to define measurable KPIs across functions and automate real-time KPI reporting for executive decision-making.
• Optimized cloud onboarding lifecycle by refining project management process templates within ServiceNow.
• Led database migration sprints from SQL Enterprise to SQL Standard, achieving significant cost savings.
• Developed a standardized infrastructure configuration process across cloud environments to drive consistency and operational efficiency.

• Client Portfolio Management: Led engagements with key clients, including Hindustan Unilever (RPA on Azure, DRaaS) and CreditAccess Grameen (end-to-end managed infrastructure)
• Infrastructure Refresh ($12M): Managed procurement and implementation of servers, storage, and security across multiple locations for DC and DR environments
• DC/DR Managed Services ($8M): Led a multi-year remote infrastructure management project with proactive monitoring of databases, servers, networks, and storage
• Data Center Migration: Directed seamless migration planning and execution, ensuring zero downtime for critical banking applications
• Project Lifecycle and Transition Management: Led projects from initiation to completion, including procurement, vendor management, scheduling, implementation, and risk management
• Oversaw smooth transition of core banking infrastructure to steady-state operations
• Client Satisfaction & Performance Management: Conducted client reviews and managed escalations with C-level stakeholders
• Audit Management: Managed IT process audits for IBM Corporate, ensuring compliance with best practices
• Business development and P&L Management: Drove resource optimization, achieving $1.2M in revenue in six months through accelerated project milestones
• Identified cross-sell and upsell opportunities, contributing to $3M annual wallet share increase

• Automation Project: Developed a Delivery Excellence tool to automate managed services revenue and cost tracking
• Cost Optimization: Contributed to a BU-wide initiative to improve profitability through resource optimization
• Revenue Management: Managed PAN-India enterprise projects from handover to completion, invoicing, and collections, driving ~$50M in annual revenue
• Project Governance: Implemented key controls, metrics, and measurements to ensure project compliance with guidelines
• PM Competency Improvement: Introduced best practices to recover troubled projects, focusing on large annuity contracts
• Leadership Advisory: Provided strategic insights and established a management system for effective business performance reviews

• Pipeline & Revenue Management: Partnered with BU Director, sales and delivery teams to drive revenue and meet business targets
• Business Planning: Aligned with Finance, Sales, Delivery, and Marketing to achieve signings, revenue, and profit goals
• Auto-Billing Initiative: Led a project reducing billing leakage; recognized at company Hackathon
• Training: Conducted APAC delivery management tool training for PMs and program managers

• Client Management: Managed mid-market clients in Mumbai and Chennai to generate pipeline using market intelligence and internal teams
• Business Development: Identified opportunities in networking, data centers, security, and managed services
• Lead Generation: Collaborated with OEMs and consultants on greenfield project leads
• Training and Job Shadowing: Trained in IT consulting, networking, data center, business continuity services and delivering impactful presentations and Gained hands-on experience across Sales, Presales, and Delivery