JAYARAM AITHALA

8620, Valley Ranch Pkwy West, Apt 3090, Irving, TX 75063

cell: +1-240-481-3357 email: Jayaram.aithala@gmail.com web: http://www.linkedin.com/in/jayaithala

Summary

An effective multi-faceted senior IT professional with more than 17+ years of documented success in driving

operational excellence and delivering cost-effective and highly scalable IT solutions to complex business problems;

leading large and diverse teams across global locations with end-2-end delivery responsibility. Strong blend of

creative and technical skills; confident leader managing all aspects of IT including product and business operation

requirement assessment, software architecture, design & development, quality assurance & deployment – directing

teams through entire project lifecycle. Skilled in translating business problems/requirements into high-quality system

solutions.

Core Competencies:

  w Building & developing best-of-breed global delivery

teams, driving operational excellence, fostering team’s

  w technical and professional development

Management of large scale mission critical enterprise

systems with hands-on experience in architecture,

  w design, development and maintenance

Development and execution of organization’s short

and long term strategies

Technical Competencies:

  w Specialized in architecture, development and

deployment of Telecom products like FTTP (Fiber to

the premises), MPLS, ATM/FR, TLS, DSL, VoIP,

  w Digital Voice, DSn, Tn, POTS

Business process management for service delivery

  w and service management functions

Specialized in Customer Service Management, ITIL,

Voice Portals, eBonding gateways

Professional Experience

VERIZON COMMUNICATIONS, Irving, TX, USA

Senior Manager – System Design & Development

Delivery Head – System Design & Development

Software Engineer/Technical Lead – System Development

Feb 2003 – Present

Apr 2012 – Nov 2012

Nov 1998 – Feb 2003

Leading global technical teams of various sizes with responsibility for design, development and maintenance of

mission critical enterprise online portals and service assurance systems for trouble ticket management, fault

isolation, workflow and automation for Verizon’s data, voice and video services. Achieved IT and Operational

excellence through process reviews/simplifications, streamlining system architecture, enabling automations with

innovative solutions and system consolidations.

Key Responsibilities:

  w Responsible for system architecture, design, development, implementation and maintenance; Leading

program and delivery management, implementation, quality controls, release and capacity management

  w Device and execute organizational key strategies and policies, leadership development and elevating

technical and functional talent

  w Driving business process design, optimization and solutions/automations aimed at outperforming operational

objectives and results

  w Acting as escalation point to resolve technical support and system issues, driving timely resolution; sharing

and enforcing best practices to enhance quality

  w Program management; Budget/Resource planning

and management; Product development and e2e life

  w cycle management

IT infrastructure and asset management, systems

  w consolidation, simplification & stabilization

Analyzing, improving and optimizing customer

(internal & external) experience including business

process re-engineering

  w Enterprise infrastructure design, development and

deployment with multi-site configurations, zero

  w downtime failovers and disaster recovery

Enterprise system development using various tools &

languages including Java/J2EE, C++/C, Oracle 11i,

PL/SQL, Oracle streams, Data guard and replication

technologies, Weblogic, JBoss, JMS Messaging,

HTML, XML, AJAX, JQuery, JSP and other web

technologies

JAYARAM AITHALA

  w Responsible for organization structure, resource allocations and setting up of communication channels

across various horizons of the organization structure

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Key Portfolios/Achievements:

  w Online Portals and Business Intelligent Systems (2011 – Present) – Responsible for overall design,

development and user experience for cross-organization initiatives across various functional modules (service

assurance, incident management, fault isolation, billing, ecommerce/online-ordering, dashboard, reporting,

wireless integration etc.) of the self-service online portal for enterprise and medium business customers.

o Championed the ecommerce strategy for Medium Business segment and launched the first online sales

channel for Verizon Business

o Led the design and development of suite of systems that manages Verizon customer’s data, align their

legal and operational hierarchies and make them available to other systems across Verizon Business

from sales compensation to online enablement/entitlements.

o Streamlined the customer experience with complete redesign with improved navigation and general

usability of Verizon Enterprise Center customer portal.

  w Enterprise Service Assurance Systems (2009 – 2010) – Was responsible for architecture, infrastructure,

application redesign, development and DB migration to Oracle with emphasis on stability and performance

o Led the redesign and migration of the application from DB2/Mainframe database to Oracle (10g) RAC

architecture – saving Verizon about $4M per annum from Mainframe MIPS cost & asset realignment.

Responsibilities included defining new system architecture, capacity analysis & requirements,

hardware/asset management, infrastructure design & implementation, system growth projections,

software development, testing and quality assurance, production deployment & post production

maintenance

o Led trouble management system architecture, design and development for Verizon Business’s Managed

Network Services (MNS), VoIP services. Deployed key system changes to support customer care

centers to diagnose, automate and manage customer issues

  w Consumer/Mass Business Service Assurance Systems (1998 – 2009) – Was responsible for

management of end-to-end delivery of trouble management & fault isolation IT systems for Verizon’s

customer care and call centers supporting Verizon’s data, voice and video services like FiOS (FTTP), POTS,

DSL, ATM/FR/TLS, IPVPN and VoIP

o Analyzed center operations for FiOS and DSL network troubles and identified system opportunities for

complete automation, led the team through design, development and implementation – resulting in 80+%

flow-through and is a key enabler for reduction in center’s expense by 78% over 3 years (via workforce

reduction – estimated $18M per annum savings)

o Led the design and implementation of novel solutions for dispatch reduction for DSL and FiOS services,

saving Verizon about $10M per annum through elimination of non-productive truck rolls

o Led analysis of customer call volume (analytics – patterns, trends, triggers), call center and back office

operations to determine opportunities for system and process improvements. Proposed and

implemented various system solutions to decrease the call rate (reduced by 30% - about 200K calls per

month) and AHT (by 3 seconds) in the FiOS centers resulting in an estimated savings of $2M per month

o Delivered various key system enhancements in support for launch of new product lines (e.g. 7M DSL,

FiOS in MDU, Fractional T1s, Digital Voice, new STB FOA etc.). Interfaced with customer care

representatives and product managers in understanding the business and system needs and led IT

teams on delivering system changes on time and within budget

o Led the migration and convergence of six trouble management systems into Verizon’s national trouble

management platform, vRepair. These were multi-year system consolidation programs aimed at unifying

and standardizing system architecture and strategic IT assets in the company and also achieved nearly

$15M per year savings from maintenance, license fees, hardware costs etc.

o Led the automation of provisioning flows for ATM and Frame Relay services and helped with reintegration

of VADI (used to be a separate Verizon data company created due to FCC mandate) into core

Verizon, which involved process re-engineering and system integrations and enhancements

JAYARAM AITHALA

INDOTRONIX INTL CORP. (for Verizon Communications) Silver Spring, Maryland, USA

Analyst/System Solutions Engineer – Software Development

Nov 1998 – Aug 2000

Led the analysis, development and porting (from DEC to Sun Solaris) of IBSM (Interface Broker – System Manager)

used in translating SNMP traps from switches to TL1 format for processing by TNM (Telecom Network

Management) modules used to monitor broadband networks. Redesigned the legacy IBSM to a tiered architecture,

dividing the monolithic system into five components: Admin (for administration purposes), DBU (for Database

interaction), SNMPU (SNMP module which parses the traps and converts it to TL1 format), MSGU (Messaging

module), OAM (Operations and maintenance module, gives user interface).

MOTOROLA INDIA ELECTRONICS LTD., Bangalore, INDIA

Team Lead/Software Engineer - NMC System Development

July 1997 – Nov 1998

Led the design and development of new features for Network Management tool for GSM Networks, OMC-R

(Operation Maintenance Control – Remote) with quality controls using CMM L5 key processes. Key contributions

included design and development of frequency hopping feature, fault management operations (like Lock, INS,

Reset, Unlock) for state managed devices, local-routing feature enabling routing within BSC’s within its cell cluster

and Proxy Cell assignment feature for redundancy. Maintained and fixed defects associated with in-house

ROSE/CMISE/CMIP implementation software used to communicate to BTS and BSCs.

INFOSYS TECHNOLOGIES LTD., Bangalore, INDIA

Module Leader/Software Engineer – Software Development

Feb 1996 – June 1997

Led the team of 3 engineers in design and development of TMS (Treasury Management System Module of Infosys’s

flagship banking solution BANCS 2000, now called Finacle) used by banks in managing treasury operations and

provides market, trend analysis and supports decision-making. Key contributions included holding many interviews

with key banking officials in understanding the treasury operations and their requirements, building project

schedules, design and development of the module, conducting code reviews and conducting demos of the features

and application to key executives and clients. Also designed and developed common routines/interfaces that was

used across the application like error handling, I/O functions, common API interfaces etc.

Education

Master of Science (MS) in Electrical Engineering – GEORGE WASHINGTON UNIVERSITY, Washington, DC.

GPA – 4.0/4.0

Bachelor of Engineering (BE) in Electronics & Communications – UNIVERSITY OF MYSORE, India.

GPA – First Class with Distinction and 9th rank in the university.

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