Malathy Rajathilak
Sunnyvale,CA
Summary
Dynamic management career with strong strategic, leadership, communication, problem-solving, planning, team-building, engineering, Product, and project management skills in the areas of Co-location Data Centers, Interconnection, and Networking . Passional product leader driving transformation through innovation and Product operating model. Recruit, develop, motivate, and retain diverse staff that delivers results and process effectiveness. International experience leading and providing strategic support to technical teams across Europe, Asia, and the Americas. Confident under pressure while executing complex projects on time and budget. Ability to provide robust leadership during times of change and transition and communicate effectively to deliver change strategies, build relationships, train staff, encourage cultural change, and encourage participation.
Overview
33
33
years of professional experience
1
1
Certification
Work History
Director, Global Ops Enablement
Equinix
Sunnyvale, CA
03.2023 - Current
- Product Lead, with experience leading cross-functional teams, to deliver innovative solutions.
- Directed and led transformational programs to support strategic initiatives ranging from $1.5 to $3.0 million.
- Created product vision and strategy for simplifying and optimizing technicians and engineers in the data center, aligning with business objectives and user needs, leading to the product's successful launch.
- Developed and executed a product roadmap for a technician and engineer's experience, resulting in about a 15% efficiency gain in transactions.
- Developed and implemented comprehensive strategies to improve operational processes and organizational efficiency.
- Conducted regular meetings with department heads to review progress on strategic initiatives.
- Implemented and operated under the operating model principles of Lean product, SAFe, and Scrum framework.
- Deployed and implemented streamlined processes and automation to gain 30% time savings.
- Managed budgeting and financial planning processes for the organization.
- Responsible for risk mitigation and deployed management response strategies to prevent roadblocks.
- Recruited, trained, supervised, evaluated, and mentored staff members.
- Identified opportunities for improvement in operational performance metrics.
- Coordinated resources across departments to maximize productivity levels and meet deadlines within budget.
- Analyzed user feedback data to identify trends in product performance or customer service issues.
- Mitigated business risks by working closely with staff members and assessing performance.
- Resolved problems proactively and decisively, applying business acumen and sound judgment.
- Contributed to Equinix's women's leadership network and responsible for external partnership engagement.
- Oversaw on-site and off-site teams working on diverse products.
- Recommended methods for continuous improvements after assessing performance against actual goals.
- Resolved problems proactively and decisively, applying business acumen and sound judgment.
Global Operations Manager
EQUINIX
Sunnyvale, CA
03.2013 - Current
- Developed and implemented global operations strategies to maximize efficiency, reduce costs, and improve customer service in a matrix organization.
- Oversaw the management of international warehouses, logistics networks, and supply chain operations.
- Supported Equinix growth from 250 million to 3 billion by defining and deploying unified processes and systems
- Responsible for defining processes for core business functions in the areas of Quote to Cash, Order Management, Service Delivery, and Product fulfillment.
- Delivered consistent, unified operational processes by collaborating with culturally different operational groups.
- Re-engineered and developed process improvements to gain efficiency, consistency, and reduce costs.
- Played an instrumental role in integrating processes from merged companies. Created, maintained, and standardized business operations to help reduce costs and manage resources.
- Implemented SharePoint portal and the related workflows to manage the ISO-compliant Global Process Library, which contained 1,900 operational documents.
- As a key Operations Stakeholder, responsible for the technical implementation of the Oracle and Siebel systems.
- Managed a team of data analysts responsible for maintaining the data integrity of customer assets.
- Deployed and Delivered Global training programs
- Responsible for designing, delivering, and managing effective change management programs for organizational changes impacting 1,500 operations employees.
- Managed the project life cycle, defining requirements, project roadmap, and project positioning.
- Improved customer satisfaction metrics to over 80% by implementing a methodology to resolve customer-facing issues cross-functionally within the defined SLO.
Director Business Development and Support
GENCOSYS INC
Santa Clara, CA
11.2004 - 03.2006
- Identify business opportunities and provide end-to-end integrated IT services for small to mid-sized companies.
- Managing critical accounts, establishing strategic alliances, and providing technical support to customers.
- Defining requirements, providing solutions, and planning pilot implementations for customers.
Senior Global Escalation and Technical Manager
NORTEL NETWORKS
Santa Clara, CA
09.1996 - 09.2002
- Managed a group of senior escalation router and switching engineers, serving as the technical lead and resolving critical global customer issues. Provided and deployed support solutions to Integrated Product Teams to meet business objectives.
- Managed projects for critical customers, such as Bombay Stock Exchange and Hong Kong Stock Exchange, by coordinating resources across cross-functional teams.
- Provided strategic vision to the customer service group by developing and implementing support programs to achieve the highest level of technical excellence and increased customer satisfaction.
- Increased customer satisfaction to 95% and above by managing customer expectations and decreasing the turnaround time for resolution. Ensured consistent customer response worldwide by collaborating with regional counterparts to standardize procedures, including warm and cold hand-offs, and escalation processes.
- Actively participated and partnered with engineering teams to help resolve critical customer issues.
- Performed quality assurance on calls, tickets, and orders to ensure high quality of service.
- I was responsible for the collection, compilation, and submission of accurate statistical data, including weekly/monthly reports and a daily dashboard of key performance indicators.
- Supported on serviceability and support requirements for the New Product Introduction, received the Best Employee award from the CEO.
Network Engineer
SUN MICRO SYSTEMS
08.1996 - 11.1996
Network Engineer
GENEVA STEEL
Provo, UT
09.1994 - 07.1996
Technical Support Coordinator
CAPITAL GROUP
Brea, CA
06.1992 - 09.1994
Education
MASTER OF SCIENCE - Computer Engineering
California State University - Los Angeles
Los Angeles, CA05.1992
BACHELOR OF SCIENCE - ELECTRICAL ENGINEERING
Madras University
05.1988
Skills
- Business Process engineering,
- Routing & switching, Project management
- Change management
- Agile/scrum/SAFe
- Lean Product
- Process Improvement (Lean Six Sigma)
- Cross-functional team management
Certification
RajathilakMalathy
- SAFe 6 Agilist
- McKinsey Leadership Program
- SAFe 5 POPM
- Certified Scrum Product Owner
- Mendix Rapid Developer
- Nortel Networks Router Expert
- Certified Novell Engineer
Affiliations
- Active in Women's leadership organizations to empower women leaders through partnerships with external organizations to enhance their skill sets and expand their networks.
- Active in providing mentorship.
- Organize and moderate fireside chats.
Timeline
Director, Global Ops Enablement
Equinix
03.2023 - Current
Global Operations Manager
EQUINIX
03.2013 - Current
Director Business Development and Support
GENCOSYS INC
11.2004 - 03.2006
Senior Global Escalation and Technical Manager
NORTEL NETWORKS
09.1996 - 09.2002
Network Engineer
SUN MICRO SYSTEMS
08.1996 - 11.1996
Network Engineer
GENEVA STEEL
09.1994 - 07.1996
Technical Support Coordinator
CAPITAL GROUP
06.1992 - 09.1994
MASTER OF SCIENCE - Computer Engineering
California State University - Los Angeles
BACHELOR OF SCIENCE - ELECTRICAL ENGINEERING
Madras University
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