LOUIS JAYAPAL
McKinney,TX
Summary
Executive professional with more than 24 years of information technology experience in Product Management, Application Support, Cloud Adoption, AI&ML enablement, Program and Project Management, IT infrastructure, Service Delivery , Production Support and Release Engineering. Energetic Leader with a proven track record of consistent successes implementing solutions and building global high-performing teams. Exceptional decisive communicator focused on building strong client relationships and delivering high quality results.
Persistent leader eager to lead and grow organizations. Skilled in strategic planning, problem-solving, and communication with good understanding of business principles, project management and team leadership. Collaborative with relentless work ethic.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Citi Merchant Services Product Management
Citigroup
10.2022 - Current
- Responsible for product development of Fusion Consumer servicing platform for Citi Retail Services cards partners like THD, Macy's, BestBuy etc.,
- Built workflow models and autonomous product development processes to speed of the product Fusion Consumer servicetime to market by 70%
- Participated in triaging production bugs and malfunctions, adjusting development milestones and release schedules accordingly.
- Established Blameless postmortem process of Production Defects after release and reduced production incidents by 50% by implementing preventative actions coming out of these process
- Coordinated design meetings and decisions with internal departments and teams.
- Coordinated project planning and execution with team members and team leads.
- Collaborated with sales, marketing, and support teams to launch Fusion Product Enhancements on time and within budget.
- Documented user stories, specifications, and product features into detailed work order to communicate across teams and build mandatory requirements.
- Prioritized roadmap in order to achieve product goals and metrics.
- Reviewed sales, customer concerns, and new opportunities to drive business strategy at weekly planning sessions.
- Managed product demonstrations and testimonials for Product performance evaluation.
- Thrived in fast-paced, highly-adept team to develop and prioritize product features and build product roadmap.
- Established criteria for each milestone within product roadmap as means to measure developmental progress.
- Hired and managed employees to maximize productivity while training staff on best practices and protocols.
- Developed, coached and provided feedback to top-performing teams using strong leadership and analytical thinking skills.
- Developed measurement, Metrics dashboards in Tableau and JIRA, to report and track metrics on adoption and effectiveness of Key product Initiatives
Citi Retail Services- Technology Program Manager
Citigroup
01.2018 - 09.2022
- Responsible for delivery for Program, Projects in Citi Retail Services domain, Continuous improvements, Hire and Develop TPM Talent.
- Delivered around 120 Programs and Projects including complex/critical initiatives during the tenure.
- Key Programs delivered are Tech Modernization of Fusion platform, Implementation of Threat Metrix, Transmit fraud detection and authentication tool, Pivotal Cloud Foundry Platform migration, 5 new partner onboarding and OpenShift Migration.
- Initiated, planned, and executed several continuous improvements like Star of Sprint, Platform Support improvement, Project Wave, Release Support improvements etc.
- Mentored and Coached several TPM in Digital CRS which helped them to reach next level of their careers.
- Lead the complex technology initiative for Pivot Cloud foundry platform migration. Fusion Commercial was the first Customer facing application that was completely migrated and served production traffic in the new platform across Citi.
Senior Manager - Digital and Mobile Commerce Operations
Cognizant Technology Solutions
04.2011 - 05.2016
- Built an Operations Center consisting of a 50-member team, the onsite/offshore model included monitoring, production support with a build and release management function. The efficient Operations Center had established predictive processes, achieved higher availability by 99.95%, improved customer satisfaction and lowered cost by 30%.
- Responsible for the Delivery of support services for Digital and Mobile Solutions department which includes Site Monitoring, Command Center Operations, Middleware Support, Release Management, Build and Configuration Management, infrastructure projects and ITSM.
Program Manager - Digital Commerce -Platform Operations
Cognizant Technology Solutions
10.2007 - 12.2015
- Architected a corrective action plan for a high visibility retail website, led the creation of incident and problem management processes, resource recruitment and allocation L1/L2. The planning initiative was completed under the allocated time frame, increased revenue and had a successful peak season without critical outages making it the fastest performing website on black Friday after previous failed seasons.
- Lead the Digital Transformation project which involves moving from an on-premises monolithic application to a cloud based (AWS) microservices architecture.
- Ensure Operational Readiness for the Digital Transformation project and platform operations team have all artifacts to support the AWS components in Production.
- Provide requirements and Quality Check the stories completed by Platform Engineering team and ensure they can be deployed in Production.
- Oversee site operations and ensure online sites and mobile app are available for the customer 24/7 supporting various brands like Last Call, Bergdorf Goodman, Horchow and Incircle.
- Prepare team in the support function, handling training, customizing automation, monitoring and process changes.
- Design and develop ITIL processes for the production support team.
- Plan, execute all mid-size infrastructure projects for the NMO operations like VMAX storage migration, Distill implementation, Jboss upgrade, Oracle Exadata migration.
- Responsible for establishing Transformation initiatives, build deployment automation, auto ticketing, used Monitoring Tools for implementation, Splunk, Dynatrace.
- Plan and execute monthly releases to ensure zero critical issues.
- Create site health monitoring dashboards in Splunk, Dynatrace.
Manager, Operations
Cognizant Technology Solutions
10.2007 - 04.2011
Associate Consultant
Satyam Computer Services
02.2005 - 10.2007
Senior Systems Engineer
Hewlett Packard
02.2004 - 02.2005
Systems Engineer
Polaris Software
06.2001 - 02.2004
Education
PG Diploma - Management
ICFAI University
2006
PG Diploma - AI & ML
McCombs's School of Business
Austin, TX2025
Master of Science - Software Systems
BITS
01.2004
Bachelor of Engineering - undefined
Bharathiyar University
01.2001
Skills
- Product strategy development
- Site reliability engineering expertise
- DevOps expertise
- Service improvement
- Digital sales optimization
- IT operations management
- Cloud migration expertise
- Project execution management
- Enterprise system implementations
- Release Management
- Amazon Web Services
- Datacenter Migration
- Service Delivery
- Digital Monitoring tools
- SLA Management
Accomplishments
- Site Reliability Engineering (SRE) Transformation & Operational Excellence
- Led the end-to-end transformation of SRE practices, improving system reliability, scalability, and operational efficiency across critical infrastructure.
- Established Blameless Postmortem processes, reducing recurring incidents by 40% through structured root cause analysis and continuous learning.
- Designed and implemented self-healing mechanisms, leading to a 30% reduction in manual intervention and improved service availability.
- Developed AI/ML-based anomaly detection systems, enhancing proactive monitoring and reducing mean-time-to-detect (MTTD) by 60%.
- Spearheaded incident management automation, cutting down mean-time-to-resolve (MTTR) by 50% through intelligent alerting and auto-remediation workflows.
- Standardized SLOs/SLIs across services, aligning engineering teams on reliability goals and optimizing error budgets.
- Championed a culture of resilience and operational maturity, driving a 25% improvement in on-call efficiency and reducing burnout.
- Digital Commerce Support
- Spearheaded the creation of a formally structured Digital Commerce Digital Operations by creating a 50-member onsite/offshore support team that improved the overall efficiency, cost saving and high availability.
- Implemented efficient monitoring systems and processes that monitor business transactions, system health and application health which led to the increased availability (99.95%) and high cSAT (4.5/5) for 4 years.
Affiliations
- Project Management Institute, 06/01/10
- PMI Chicago Chapter, 12/01/12
- ISC2 Chicago Chapter, 06/01/12, 12/31/15
Older Experience
- Cognizant Technology Solutions, Manager, Operations, 10/01/07, 04/30/11
- Satyam Computer Services, Associate Consultant, 02/01/05, 10/31/07
- Hewlett Packard, Senior Systems Engineer, 02/01/04, 02/28/05
- Polaris Software, Systems Engineer, 06/01/01, 02/28/04
Certification
CSPO
PMP
CISSP
AWS Certified Solutions Architect (Associate),
AWS Certified Sysops Administrator (Associate),
Languages
English
Full Professional
Tamil
Native or Bilingual
Hindi
Full Professional
Timeline
Citi Merchant Services Product Management
Citigroup
10.2022 - Current
Citi Retail Services- Technology Program Manager
Citigroup
01.2018 - 09.2022
Senior Manager - Digital and Mobile Commerce Operations
Cognizant Technology Solutions
04.2011 - 05.2016
Program Manager - Digital Commerce -Platform Operations
Cognizant Technology Solutions
10.2007 - 12.2015
Manager, Operations
Cognizant Technology Solutions
10.2007 - 04.2011
Associate Consultant
Satyam Computer Services
02.2005 - 10.2007
Senior Systems Engineer
Hewlett Packard
02.2004 - 02.2005
Systems Engineer
Polaris Software
06.2001 - 02.2004
Master of Science - Software Systems
BITS
Bachelor of Engineering - undefined
Bharathiyar University
PG Diploma - Management
ICFAI University
PG Diploma - AI & ML
McCombs's School of Business
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