Suraj Bhaigude

About Suraj Bhaigude

Technology leader with 12+ years of experience in Payments and FinTech, specializing in Site Reliability Engineering (SRE), Observability, Production Support, and Automation. Currently leading enterprise monitoring strategy for platforms, achieving 99%+ SLA, reducing downtime by 40%, and improving incident response by 60%. Built and scaled high-performing teams (15+ engineers) and transformed operations into an automation-first model, reducing tickets by 70–80%. Designed AI/LLM-driven tools for downtime detection, GMV impact analysis, automated RCA, and anomaly detection, protecting GMV. Expertise in Grafana, Dynatrace, ServiceNow, SQL, SaaS/PaaS environments, and stakeholder management across global markets. Seeking Director-level roles in SRE, Observability, Platform Engineering, or Technology Operations.

Experience

1. Senior Services Manager

   PayU

   Oct 2023 — Present · Mumbai, IN

   Orchestrated the end-to-end automation of alerts by collaborating with engineering and business teams, boosting operational efficiency by 400%.Scaled the team from 3 to 15+ members, driving talent development, succession planning, and high-performing team culture.Directed Problem & Event Management alongside Incident Management, achieving a 30% reduction in recurring incidents.Spearheaded Root Cause Analysis (RCA) initiatives, reducing downtime by 25% through permanent fixes.Established a Run Book and Known Error Database, enabling 20% improvement in resolution times and overall support operations.Implemented ITIL-aligned Change Management practices, driving a 15% increase in team productivity and compliance.Led stakeholder communications to secure approvals, remove blockers, and ensure seamless project delivery.Mitigated risks through detailed analysis and proactive planning, ensuring successful execution of large-scale support initiatives.

Education

• M.T.S khalsa high school

  Bachelor's degree, Information Technology