Rajiv Kohli
Technology Operations Manager @American Express
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WORK HISTORY
Technology Operations Manager @American Express
Gurugram, IN
Partnered to establish a greenfield Major Incident Management function in India, developing core operating processes and a 10-module onboarding framework to drive standardized execution rigor in a global 24x7 Follow-The-Sun environment.• Led a 40+ member team to stabilize AmEx IT operations by implementing governance and SLA monitoring, strengthening operational stability, stakeholder confidence, and strategic alignment.• Contributed to scaling a global 24x7 Follow-The-Sun Major Incident Management capability by embedding governance and automation, increasing productivity by 50% within six months and advancing operational excellence.• Mitigated enterprise risk by contributing to executive debriefs and RCA governance for P1/Sev-1 incidents, influencing corrective actions, improving control adoption, reducing recurrence by 70%, and refining business reviews.• Designed and facilitated employee engagement and wellbeing initiatives for global teams, improving participation and achieving 95% pulse survey satisfaction.• Spearheaded well-being initiatives, supported executive forums, and delivered skill development programs to strengthen enterprise engagement and organizational alignment.
EDUCATION
N C Jindal Public School
Senior Secondary, English
Delhi University
Bachelor's degree, Computers
Institute of Management Education
PGDM, Marketing
SKILLS
ABOUT RAJIV KOHLI
Most organizations struggle not because they lack strategy, talent, or technology, but because complex programs break down at the intersection of. Incidents escalate, teams work in silos, data lacks trust, and leaders are left firefighting instead of moving the business forward. Here’s what I’ve seen repeatedly across.Transformation fails when, and.That’s where I add value.With across, and, I help organizations - while driving. I’ve led, and in.My leadership is strengthened by (/), and, enabling me to bridge, and. My, including, combined with, and, enables. ’, and, we’re likely aligned.’.
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