Vijay R.

About Vijay R.

With a solid background in technical program management, my role at Salesforce extends to leading strategic initiatives that bolster service reliability, especially through the Service Cloud\'s Digital Engagements and Voice. Our team\'s collaboration has surpassed availability targets, achieving a notable Q2 goal of 99.95% system reliability, underlining our commitment to operational excellence.Expertise in IT Infrastructure Management and Amazon Web Services (AWS) enables me to effectively track and implement cutting-edge monitoring systems. These efforts, coupled with innovative infrastructure enhancements, have significantly reduced time-to-detect metrics, fortifying the resilience of Salesforce\'s cloud solutions and ensuring a seamless experience for our customers.

Experience

1. Technical Program Management Service Cloud - Digital Engagements and Voice

   Salesforce

   Feb 2024 — Present

   Led the Unified Engagement High-Availability program in collaboration with Engineering leadership, successfully driving critical milestones and surpassing availability targets over 8 months.• Achieved Q1 target of 99.9% availability and Q2 goal of 99.95% availability, demonstratingstrong program execution and management.• Tracked execution of monitoring systems with outside-in monitoring (Critical User Journeys) and strict thresholds, significantly reducing time-to-detect (TTD) and improving overall system reliability.• Tracked additional infrastructure implementation to replace existing caching solutions with more reliable solutions, enhancing system resilience and reducing potential downtime.• Tracked revised on-call readiness, ensuring preparedness for high-severity incidents and improving team responsiveness.• Tracked Project execution for proactive customer monitoring (PROM) for key Signature Customers leading to early detection and resolution of potential issues.• Collaborated with cross-functional teams to support implementing enhanced deployment processes and safe change practices which resulted in minimizing risks during rollouts.• Tracked workstreams involving proof-of-concept solutions for business continuity and functionalfallback that aims to ensure service continuity during disruptions.• Facilitated effective communication and coordination with executive leadership and keystakeholders, maintaining a positive sentiment and alignment on program goals.

Education

• Osmania University

  Bachelor's degree, Electronics and Communication

  1992 — 1996

• University of Phoenix

  MBA, Business Administration and Management, General

  2004 — 2006

• Southern Illinois University Edwardsville

  M.S., Electrical Engineer

  1998 — 1999

Skills

• Big Data
• System Administration
• Unix
• Disaster Recovery
• Linux
• Release Management
• Cross-Functional Team Leadership
• Scalability
• Perl
• Data Mining
• Cloud Computing
• Nfs
• Organizational Leadership
• Resource Management
• Sdlc
• Executive Leadership
• Risk Management
• Integration
• Change Management
• Hadoop
• Agile Project Management
• Software Project Management
• Software Development
• Scrum
• Agile Methodologies
• Management
• Data Warehousing
• Distributed Systems
• Negotiation
• Program Management