CHRISTOPHER EDDISON GANDHI
Redmond,WA
Summary
Technical Lead with proven expertise in Cybersecurity project management and cross-functional collaboration at a Large US Retailer. Directed a team of 30, resulting in $500K savings through strategic migrations. Skilled in ServiceNow and Agile methodologies, enhancing team leadership and communication for impactful project outcomes.
Multi-talented professional adept at working customers, quality assurance, project managers, and fellow developers to develop leading-edge programs that enhance customers' business success. Strong problem solver and team player.
Overview
19
19
years of professional experience
Work History
Technical Lead (ServiceNow and Amazon Connect)
Large US Retailer
Seattle, USA
03.2025 - Current
- Directed team of 30 developers and administrators to align ServiceNow and Amazon Connect with business priorities.
- Spearheaded end-to-end migration from legacy contact center to Amazon Connect, completing ahead of schedule and under budget.
- Established platform roadmap and best practices for maintainability and upgrade readiness.
- Managed vendor and AWS Professional Services engagement to implement scalable contact center solutions.
- Collaborated with cross-functional teams to define KPIs, reporting dashboards, and agent performance metrics.
- Facilitated daily standups, project planning, status tracking, story refinement, and release planning.
- Drove continuous improvement initiatives by managing value streams and enhancing collaboration among stakeholders.
- Collaborated with cross-functional teams to define project requirements and deliverables.
- Analyzed system performance issues and proposed effective troubleshooting strategies.
Technical Project Lead
Large US Retailer
Plano, USA
01.2024 - 02.2025
- Established objectives and managed 15+ Cybersecurity Engineering and Security Operations team members in project execution.
- Directed multiple Security Migration Projects, transitioning systems from Sentinel One to Microsoft Azure Defender for Endpoints and more.
- Achieved savings of over $500K USD by eliminating redundant security applications during company mergers.
- Led collaboration with 30+ IT staff to address audit findings, enhancing organizational Cybersecurity Framework Score.
- Coordinated rollout of Microsoft Intune/Microsoft Defender for Endpoints across 18,000 endpoints, involving 2500+ Store Managers and teams.
- Executed deployment of Zscaler ZIA and ZPA on 3000+ Android Fleet tablets, replacing CISCO Umbrella and facilitating corporate communications.
- Identified repurposing opportunities for unused Windows/MacOS endpoints, saving over $100K USD.
- Facilitated daily standups and project planning sessions, ensuring readiness of user stories and tasks for Cybersecurity Engineering Team.
Scrum Master, Project Manager
Large US Retailer
Chennai, India
01.2021 - 01.2023
- Managed objectives and coordinated 14 Agile team members in concurrent projects like Colorado Retail Delivery Fees and Settlement Migration.
- Facilitated daily stand-up meetings to ensure team alignment.
- Coordinated sprint planning sessions for effective workload distribution.
- Implemented retrospective meetings for continuous improvement feedback loops.
- Trained team members on Scrum methodologies and best practices.
- Maintained product backlogs, ensuring that items are well defined and prioritized based on business values
- Ensured successful completion of 15+ Releases in SOMA, POS and smooth support for Peak Sales in Nov-2022. Accountable for achieving overall SOMA/POS deliverables
- Project Manager experience for 30 TCS associates - Task Assignments, Training, Performance Evaluations, Interviewing, Management Updates, Conflict Resolution, User Interface, and Leading Meetings.
Onsite Technical Lead
New York Life Insurance
Dallas, USA
01.2016 - 01.2021
- Led technical onsite operations for Agency, overseeing mainframe applications and data strategy initiatives.
- Established objectives and directed 10+ IT team members in support, maintenance, and enhancements.
- Ensured timely service delivery for all work buckets to maintain uninterrupted business operations at New York Life.
- Managed value streams while fostering a culture of continuous improvement and collaboration among stakeholders.
- Supported release planning and contributed to solution architecture and design as necessary.
- Developed and modified batch and online processes on mainframe for customer requests.
- Facilitated decision-making, resolved conflicts, and removed impediments within the team environment.
- Planned and managed over 40 releases within Insurance Organization across six years.
Senior Technical Consultant
Lloyds Bank TSB
Chennai, India
01.2013 - 01.2016
- Conducted analysis of Mainframe workload and Batch Cycle Execution for optimization initiatives.
- Evaluated MIPS consumption reports to rank applications based on performance metrics.
- Identified opportunities at application and system levels to optimize Batch and MIPS utilization.
- Pinpointed effective strategies to reduce Batch Cycle execution duration.
- Utilized Strobe and Tritune tools to discover specific Mainframe optimization opportunities.
- Led technical projects that enhanced banking solutions while improving customer experiences.
- Collaborated with cross-functional teams to implement system upgrades and enhancements.
Developer
McJunkin Redman Corporation
Charleston, USA
01.2010 - 01.2013
- Company Overview: Manufacturing
- Onsite Project Lead - MRC Operations Team: McJunkin Redman Corporation (MRC) is a global supplier of pipes and valves for various industries. The complete Sales Inventory Management System (SIMS) is based out of the Mainframe.
- Handled a Team of 6 people at offshore as Onsite lead.
- Responsible for the Operations Team which consists of the Order management, Shipping and Customer Invoicing.
- Interact with Business/IT Clients daily for Business Requirement Gathering for new Enhancements to the SIMS System and communicate the same with the Offshore Team.
- Develop/modify new/existing batch/online process in mainframe (CICS/VSAM) for all new request from the customers.
- Single point of contact for all users for anything related to Mainframe Application.
- Responsible to provide Development/Support work update and milestones achieved to both the higher management as well as the customer.
- Provide production support to the customer 24
- 7 whenever the need arises and to make sure that the issues are resolved within the period as defined in the Service Level Agreement.
- Manufacturing
Developer
Largest Retailer
Chennai, India
01.2009 - 01.2010
- Developed and deployed a computer-assisted replenishment system for branch-wise re-ordering based on demand forecasts.
- Tracked and resolved issues in PCMS ticketing tool within stipulated Service Level Agreement.
- Conducted system study of existing applications to inform design and development processes.
- Prepared comprehensive test cases for all developed modules, ensuring functionality and reliability.
- Executed designed test cases, validating application performance against specifications.
- Facilitated knowledge-sharing sessions on application functionality for team members.
- Adhered to quality processes and managed tasks using IPMS tool for enhanced productivity.
- Monitored project progress to identify risks and ensure alignment with timelines.
Developer
Morgan Stanley
Chennai, India
01.2007 - 01.2009
- Reduced printing and paper wastage costs for Legacy Confirms project.
- Converted input format from ADABAS and VSAM files to XML for enhanced confirms generation.
- Contributed to first four phases of LTP architecture enhancement for FCO team requirements.
- Gathered client requirements, conducted reviews, and facilitated user acceptance testing.
- Executed code changes and performed unit testing on developed components.
- Prepared and reviewed test cases while implementing IQMS quality standards.
- Conducted integration, system, and internal quality assurance testing to ensure code quality.
- Identified risks and shared knowledge with team members to mitigate issues.
Education
MASTER OF COMPUTER APPLICATION - Computer Application
SASTRA University
Thanjavur06-2011
MASTER OF BUSINESS ADMINISTRATION - Information System
Bharathidasan University
Trichy 04-2010
BACHELOR OF SCIENCE - Computer Science
Madras University
Chennai06-2006
Skills
- Technical Project Manager
- Cross-functional collaboration
- Effective communication
- Conflict resolution
- Scrum Master
- Onsite Lead
- Agile Methodology
- Scrum
- Kanban
- Insurance
- Retail
- Banking
- ServiceNow
- Amazon Connect
- Azure Translation Services
- Mainframes - COBOL
- JCL
- DB2
- IDMS
- VSAM
- Easytrieve
- UNIX
- PL/SQL
- Oracle SQL
- Atlassian JIRA
- Confluence
- Remedy
- Perforce
- Change management
- Jobtrac
- Altiris
- TSO/ISPF
- File manager
- VSAM Utility
- ZEKE Scheduler
- CA-Intertest
- Tritune
Roles
- Onsite Technical Architect
- Project Manager/Scrum Master
Timeline
Technical Lead (ServiceNow and Amazon Connect)
Large US Retailer
03.2025 - Current
Technical Project Lead
Large US Retailer
01.2024 - 02.2025
Scrum Master, Project Manager
Large US Retailer
01.2021 - 01.2023
Onsite Technical Lead
New York Life Insurance
01.2016 - 01.2021
Senior Technical Consultant
Lloyds Bank TSB
01.2013 - 01.2016
Developer
McJunkin Redman Corporation
01.2010 - 01.2013
Developer
Largest Retailer
01.2009 - 01.2010
Developer
Morgan Stanley
01.2007 - 01.2009
MASTER OF COMPUTER APPLICATION - Computer Application
SASTRA University
MASTER OF BUSINESS ADMINISTRATION - Information System
Bharathidasan University
BACHELOR OF SCIENCE - Computer Science
Madras University
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