Rajat Shetty

Experience

• 

  Karnataka (Govt.) Polytechnic, Mangalore

  Jun 2010 - Nov 2010

  Lecturer

  Worked as a lecturer in the Department of Electrical & Electronics - conducted theory and practical lessons on 'Basics of Electrical Engineering'.

• 

  Infosys

  Dec 2010 - Apr 2019

  1. Responsible for leading a team of engineers who support the daily activities of 3 critical applications (Buying, Allocation and Finance) for a 2.5-billion-dollar business.2. Providing accurate and timely service activity information to senior stakeholders in business and technology.3. Onboarded Just Enough as the new Allocation tool and build the production support model.4. Collaborate with Global engineering teams as a business application consultant to help build strategies on key initiatives/projects.5. Interact with customers at a senior level to gain feedback, identify opportunities and improve customer engagement. Show less 1. Responsible for IT SOX controls across 4 domains – Development & Acquisition, Change Management, Security and Operations.2. Coordinate and ensure that all control activities are performed in a timely and structured manner.3. Coordinate control deficiency remediation with Control Owners.4. Understand SOX requirements for process and control evidence documentation.5. Assist auditors like EY, PWC in conducting process walkthroughs, control testing and follow up with Control Owners to resolve deficiencies. Show less Moved to Netherlands and led a 7 member ERP DevOps team located in 2 geographies. The team was responsible and accountable for incident, problem and change management with a special focus on visualization of dashboards. Below were some of my responsibilities:1. Incident management process reviews to implement efficient workflows that improve response time and resolution.2. Collaborate with business users and customers, map daily activities to understand and identify problems/avenues for automation. Conduct brainstorming sessions to innovate and devise new ways of working for the business.3. Manage the lifecycle of enhancements and problems – identifying, prioritizing, and collaborating with various developers and testers to ensure fast resolution of problems and deployment of automated solutions.During this period incident SLAs were consistently above 95% with an average of 4 problems resolved per month. Show less 1. Built 2 new bulk upload tools (CLLE and RPGLE) that enabled the business to upload VAT rates and create push purchase orders for countries across Europe. The business was earlier performing both these activities one at a time. An activity that would otherwise take 2 full workdays was reduced to 30 mins. 2. Replicated existing sales processing functionalities to implement a new sales processing module(CLLE and RPGLE) for Hungary incorporating the technique of currency conversion for efficient data storage.3. Led a DevOps team of 3 who solved incidents, monitored batch schedules and performed root cause analysis to identify missing sales, cost and inventory to thereby ensure accurate financials were reported during financial close activities. Average count of monthly incidents was reduced from 120 to 65 in 1.5 years through automation and permanent fixes.4. Along with a team of 4 developers and 1 consultant designed, built and deployed the financial module to convert multi-channel retail commerce to omni channel commerce (fixed and mobile point-of-sale) for a 1.5-billion-dollar business in 10 months. Continued to provide post production support for 2 months. Show less

  • Technology Analyst (Service Delivery Manager)

    May 2018 - Apr 2019

  • Technology Analyst (Audit Liaison)

    Dec 2015 - Apr 2019

  • Technology Analyst (Team Lead and Problem Coordinator)

    Dec 2015 - Apr 2018

  • Application Developer(AS400) and Support Engineer

    Dec 2010 - Nov 2015
• 

  Nike

  May 2019 - now

  1. Led a team of engineers to build, implement and execute the 2020 Holiday Program for EMEA Technology covering the various verticals - digital, retail, corporate, logistics, network, and security - identifying risks, identifying and implementing mitigation plans and presenting a weekly overview to business and technical leadership. The holiday season saw a 25% and 50% dip in severity 1 and severity 2 incidents respectively while the business continued to break records YoY.2. During the COVID-19 lockdown, started an automation initiative on Azure and Python with a team of 2 developers. The team builds and implements new tools every quarter with the objective to completely automate manual tasks or enable data visualization for faster detection of issues and root cause analysis. 3. Built a new process for hiring team members and onboarding new services that reduced the transition time to production support from 2 months to less than 3 weeks. 4. Onboarded a reporting team (Tableau and Service Now), adopted the agile methodology of functioning and transitioned them from Service Now to a combination of Jira, Confluence and Github in 6 months. As a result of this change, the average number of deliverables increased by 25%. The team builds operational dashboards for service delivery managers and directors enabling them to run operations in an effective manner.5. Having worked on the ERP system for Nike EMEA for 9 years, played the role of a consultant when the ERP was divested in 2020-2021. Executed a smooth rampdown of the existing ERP support team and onboarded a new team to oversee allocation and pricing operations for Nike DTC in EMEA.6. Identified service owners and built health scorecards to enable product and service governance. Incident SLAs improved 15% YoY for 2 consecutive years with a focus on reducing aging incidents to less than 10 per month. Participate in critical incident management, after action reviews and communication of incidents. Show less

  • Digital Operations & Support Manager at Nike

    Oct 2021 - now

  • Production Support Manager

    May 2019 - Sept 2021