MRUDULA DESAI
Monmouth Junction,New Jersey
Summary
Dynamic IT Operations leader with extensive experience at Verizon Wireless, driving significant improvements through AI-driven event correlation and predictive analytics. Proven track record in crisis management and strategic leadership, achieving a 40% reduction in incident volumes while enhancing system stability and operational efficiency. Skilled in automation and process improvement.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Associate Director of IT Operations
Verizon Wireless
Basking Ridge, New Jersey
11.2024 - Current
- Oversaw AIOps development and implementation across multiple operational areas.
- Implemented AI-driven event correlation, reducing alarm noise by 40% and decreasing MTTR by 20%
- Managed proactive incident response processes, significantly enhancing system stability.
- Predictive Operations:Developed predictive analytics models for proactive capacity planning and fault detection, preventing 60% of critical service outages
- Automation & Scripting: Reduced manual intervention by 30% by automating remediation workflows using Python scripts and AIOps platforms
- Root Cause Analysis (RCA): Leveraged AI algorithms to accelerate root cause identification in complex, hybrid-cloud environments (Gemini).
- Partnered with engineering teams to deploy AIOps tools, achieving a 40% reduction in incident ticket/call volumes.
Associate Director
Verizon Wireless
Basking Ridge, NJ
12.2023 - 11.2024
- Oversaw daily operations of point-of-sale applications, focusing on major incident management.
Planned and aligned resources with operational needs to improve overall performance.
Enhanced operational effectiveness by driving process management initiatives and improvements.
Implemented innovative solutions that streamlined processes and increased efficiency.
Coordinated with external vendors for timely service delivery according to contracts.
Conducted weekly ticket meetings with senior leadership to assess goal progress.
Utilized robotic process automation for quick resolution of customer issues, enhancing service levels.
Identified opportunities for improvement in point-of-sale operations, implementing necessary changes. - Led cross-functional teams to develop strategic initiatives for market expansion.
- Managed budget allocations to optimize resource utilization and project execution.
- Directed training programs to enhance staff skills and improve team performance.
Technical Senior Manager
Verizon Wireless
Basking Ridge, NJ
03.2019 - 11.2023
- Led data analytics team to uncover production issues, enhancing system reliability through machine learning models.
- Automated multiple manual processes using RPA technologies, reducing customer pain points.
- Drove operational performance by implementing targeted process improvements and innovative solutions, resulting in streamlined workflows.
- Managed daily operations of point-of-sale applications, ensuring timely incident resolution.
- Identified and implemented efficiency enhancements in operations, optimizing processes for increased effectiveness.
- Facilitated weekly meetings with senior leadership to review ServiceNow ticket progress.
- Collaborated with external vendors for on-time service delivery per established contracts.
- Conducted quarterly business resiliency exercises for point-of-sale applications.
Technical Manager
Verizon Wireless
Basking Ridge, NJ
08.2017 - 03.2019
- Managed technical project timelines and resource allocation to ensure efficiency.
- Oversaw daily operations of point-of-sale applications with a focus on incident management.
- Planned resources in alignment with operational needs to enhance performance.
- Drove process management initiatives that improved operational effectiveness.
- Implemented innovative solutions that streamlined workflows and increased efficiency.
- Coordinated with external vendors for timely service delivery in accordance with contracts.
- Conducted weekly ticket meetings with senior leadership to evaluate goal progress.
- Utilized robotic process automation to resolve customer issues swiftly, enhancing service levels.
Technical Program Manager
Verizon Wireless
Warren
08.2013 - 08.2017
- Managed multisite point-of-sale applications project, Apple product store launches, and change management, ensuring smooth transitions and effective stakeholder engagement • Led migration of operating system from Solaris to HP-UX, enhancing system reliability • Directed website service migration for 50 internal and external clients, coordinating timelines, technical discussions, and testing to minimize disruptions
- Monitor cloud migration project for point-of-sale applications (POS), retail readiness, and change management
- Lead project personnel activities and implement project communication plan while evaluating and authorizing modifications to project plans
- Managed project milestones and deliverables and engaged in DOJO meetings for application migration
- Devise and handle work breakdown structure (WBS) of information technology projects
- Lead monitoring team and put controls in place for proactive alerting/reporting
- Collaborate with application owners in determining the best contingency plan during retail season
- Collaborate with application owners in determining the best cloud options for their application
- Conceptualize response strategies through risk assessments
- Partnered with Business Operations to identify and address pain points, improving collaboration and operational efficiency
- Received periodic voice of the customer surveys in making process improvements
- Take charge of preparing project status reports by gathering, examining, and outlining information and trends
- Observe strict adherence to quality standards in submitting project deliverables
Technical Project Manager
Verizon Wireless
Warren
08.2010 - 08.2013
- Led server migration from Oracle containers for J2EE (OC4J) to Oracle WebLogic Server for builds and retail readiness, including POS back-end systems migration to Solaris
- Executed testing, migration, and retirement of production and UAT HP servers in collaboration with System Test Team to ensure smooth transitions
- Managed vendor support for production monitoring and outage investigations to maintain system integrity
- Headed the conversion of business functions from HP-UX
- Acquired changes from development teams, examined priority, designed change controls through At Your Service Software (AYS), attained TCAB/ECAB approvals, and organized changes
- Rendered effectual support on device preorder and store launches of Apple products
- Performed loan servicing application support, vendor management, and third party applications support and integration
Education
Bachelors Degree - Commerce
Andhra University
Mini MBA - Business Essentials Program
Rutgers University
New Brunswick, NJ, USSkills
- IT Operations
- Program Management
- Project Management
- Change management
- Crisis response
- IT Operations Analytics
- Process Improvement
- Robotic Process Automation
- Process Automation
- Data Visualization
- Database Management
- Application Development
- Database Tools
- Performance Monitoring
- User Experience Analysis
- Operational Analytics
- Incident management
- Event Management
- Service Now
- JIRA
- Confluence
- SharePoint
- Microsoft Office Applications
- Strategic leadership
- Change leadership
- Relationship management
- Root cause analysis
- Event Management
- Change management
Certification
- AWS Certified Solutions Architect Associate
- Project Management Professional (PMP)
- Certified Scrum Master
- Green Six Sigma Belt Certification
References
References available upon request
Awards
- Gold Award outstanding contribution in Servicing Application support at PHH Mortgage
- VGS Luminary Award at Verizon Wireless
Timeline
Associate Director of IT Operations
Verizon Wireless
11.2024 - Current
Associate Director
Verizon Wireless
12.2023 - 11.2024
Technical Senior Manager
Verizon Wireless
03.2019 - 11.2023
Technical Manager
Verizon Wireless
08.2017 - 03.2019
Technical Program Manager
Verizon Wireless
08.2013 - 08.2017
Technical Project Manager
Verizon Wireless
08.2010 - 08.2013
Bachelors Degree - Commerce
Andhra University
Mini MBA - Business Essentials Program
Rutgers University