Resource Now is a custom application/platform built in Java and AEM that provides learning and development opportunities to Symantec employees. It enabled Symantec to efficiently and effectively manage resourcing and strategic growth initiatives by leveraging available resources across multiple departments. Reduced IT operational cost of $850K by building this tool inhouse and resource-matching. Responsibilities included:

Technical Management

• Architected the infrastructure & recommended technological stack for building the platform
• Hands-on developed the tool from scratch in AEM and Java, AngularJS, along with designing the database along with QlikView reporting.
• Mentored a team of 10 – Developers, QA and DBA, while providing technical direction and removing roadblocks

Project Management

• Drove integrated teams to deliver Resource Now platform by working closely with Service owner, architects, engineers, and quality assurance.
• Acted as primary conduit by gathering requirements for enhancements; documenting, developing demos and technical collateral as required.
• Managed and tracked team velocity, financials, and other KPIs in relation to the plan and published progress reports. Heavily used ALM tools such as Jira and Confluence for program tracking and roadmapping
• Clearly communicated plans, insights, data and results to a spectrum of audiences including executives, development teams, and other decision-makers

Service Now is an IT Service Management platform used internally and externally by employees/customers to create incident/request/enhancement tickets for various business units. This project involved consolidation of the various portals (multiple Business Unit offerings such as HR, Finance, IT, Engineering & Global Security) into one and giving them a unified user experience. The portal provided a massive upliftment to the old customer experience and also reduced IT infrastructure spend

• Project managed the development and delivery of the new portal. Prioritized delivery of releases based on business value proposition, risks/dependencies and team capacity
• Project managed and provided technical direction on multiple agile releases of ServiceNow platform enhancements, integrations & upgrades

Managed a team of 10 Engineers for development & support applications used by Symantec’s Customer Support teams. Supported technology platforms such as Salesforce Service Cloud, Oracle Knowledge, Google Search Appliance, Elastic Search, Moxie & Bomgar along with its upsteam/downstream integrations

• Upgraded legacy Knowledge platform to 8.5 Oracle KM along with Disaster Recovery site. Reduced current infrastructure footprint by consolidating the Web Security and Enterprise applications into single instance.
• Built a team to acquire technical depth of Oracle Knowledge platform and brought the expertise inhouse while transitioning it out of external vendors

Responsible to architect, develop and support operations of Symantec’s global customer support site (support.symantec.com) along with its underlying technologies/platforms

• Implemented Oracle Knowledge Management (OKM) & its integrations with Google Search, Salesforce & Global self service portal to reduce Service Desk costs.
• Primarily responsible for managing InQuira/Oracle Knowledge 8.5 upgrade project for existing SymWise & Trust Services sites
• Managing several OKM integrations such as SalesForce (SFDC), Google Search Appliance (GSA) and Rosetta
• Work with Service managers to provide technical support during various SDLC phases of assigned projects; Validate/Approve technical deliverables from internal/outsourcing vendor development teams
• Ensure applications availability and maintain SLAs, acting as an escalation contact for application outages and issues. Work with internal/outsourced partners to resolve outages and issues.

Service Now is an IT Service Management platform used internally and externally by employees/customers to create incident/request/enhancement tickets for various business units. This project involved consolidation of the various portals (multiple Business Unit offerings such as HR, Finance, IT, Engineering & Global Security) into one and giving them a unified user experience. The portal provided a massive upliftment to the old customer experience and also reduced IT infrastructure spend

Program managed Hackathon 2.0 incubation program, that incubated 6 innovative ideas to reduce IT spend and increase upselling & cross-selling Symantec products

Ideated & launched a Global IT Site leadership program with 16 senior global leaders in US, UK & APAC to benchmark Customer Experience KPIs. Increased IT Services Net Promoter score by 40%

Designed & developed an automated Oracle Knowledge Cloud Services (OKCS) provisioning tool that deployed Oracle Knowledge Management (OKM) product to Oracle Public cloud. Developed a deployment tool that would deploy a preconfigured instance of OKM in a matter of minutes. This reduced the deployment & configuration time for Sales demos from 4 days to 15 minutes.

Worked on two key internal Oracle projects (DSS & MOS). Both projects had high visibility within the organization and have received several accolades from stakeholders

Worked on two key internal Oracle projects (DSS & MOS). Both projects had high visibility within the organization and have received several accolades from stakeholders

Architected the OKM implementation for My Oracle Support while liaisoning with critical business units. Strategized the Content creation, Data acquisition, workflows, UI customizations and security model flows