Santosh K.

About Santosh K.

Seasoned engineering executive with over 20 years of experience in leading and managing high-achieving, cross-functional teams to deliver robust technology solutions. Demonstrates strong capability in inspiring and guiding global teams, utilizing extensive technical knowledge to promote operational efficiency, system reliability, and alignment with business strategy. Committed to talent development, fostering collaboration, and integrating technical execution with organizational objectives. Maintains a focused approach on Observability, System Monitoring, Automation, and the delivery of high-availability systems. Key Leadership Strengths•Expertise in building and leading distributed teams of software engineers, quality engineers, and support professionals.•Proven ability to drive team performance through mentorship, coaching, and providing continuous feedback.•Skilled at cultivating collaborative environments that address complex business and technical challenges.•Adept at translating business needs into actionable technical strategies and deliverables.•Experience guiding teams through change, improving processes, and increasing engagement and retention.•Recognized as a problem solver who delivers effective solutions.

Experience

1. Senior Engineering Manager

   Walmart Global Tech

   Apr 2024 — Present · US

   Led the end-to-end modernization of Sam\'s Club Contact Center using Oracle Service Cloud, resulting in a 22% improvement in member satisfaction and an 18% reduction in Average Handle Time (AHT).•Built, managed, and provided strategic direction to a team of more than 9 engineers, promoting mentoring, collaboration, and accountability.•Directed timely, high-quality code deployments and improved system reliability through proactive monitoring, automation, and observability.•Oversaw software and automation upgrades to maintain existing application functionality and performance.• Drove the implementation of comprehensive membership features in Advocate Unified workspace, improving usability and achieving cost savings, including a reduction of 1.03 min in AHT and $3.08 million in costs.•Drove Single Click refund deliverable, generating annual cost savings of nearly $150K by reducing AHT across 570K incidents.•Integrated Payment Solutions with the SnG SCOUT API to enable seamless renewals and upgrades in the Contact Center, pioneering a revenue-generating project in the Advocate center.

Education

• Texas A&M University-Kingsville

  Master's Degree, Computational and Applied Mathematics

  2006 — 2008

Skills

• Sql
• Software Development
• User Acceptance Testing
• Agile Methodologies
• Microsoft Sql Server
• Test Cases
• Java
• Software Development Life Cycle (Sdlc)
• Business Intelligence
• Unix
• Cassandra
• Jenkins
• Xml
• Web Services
• Testing
• Integration
• Git
• Shell Scripting
• Sdlc
• Pl/Sql
• Oracle
• Requirements Analysis