Product Development, Engineering and Support - EdTech SaaS Platform
Program Briefing
Program: AI-driven product development and engineering, cloud operations, support and service management of Education-ERP Student Information System (SIS) EdTech SaaS platform. Industry: Global Education industry - schools (K-12), colleges, universities, and institutions across US, Canad, UK, EMEA, and APAC. Business Model: GCC Employer: Serosoft, Indore Location: Indore Role: Head of Engineering, Delivery & Operations
Problem, Action & Result
Problem: Reliability and performance issue with Edu-ERP SaaS platform Action: Transformed delivery and operating models through strategic planning and execution of client engagement, escalation handling, program management, engineering, quality, support and service management, continuous improvement, cloud infrastructure, and cross-functional collaboration. Strengthened delivery by organization restructuring, and developing capability. Transformed cloud operations implementing hybrid multi-tenancy, availability, and scalability. Result: Reduced incidents and SLA breaches; improved platform stability