10/15/2026 updated

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Strategic Operations Leader | Reliability, Trust & Safety, and Service Delivery | AI & Governance

Dublin, Ireland
Ireland
MSc Information Systems with Computing + Bachelors of Computer Application
Dublin, Ireland
Ireland
MSc Information Systems with Computing + Bachelors of Computer Application

Profile attachments

Shubham_Joshi_Expanded_Resume_STAR_Tools_2026.pdf
Recommendation letter - Shubham.pdf
MBA Course Completion Cert.jpg
SHUBHAM JOSHI(715000360)_GREEN_BELT_TRAINED_TESTED.pdf
Agentic AI Advance Cert.pdf
Agile Intermediate.pdf

About me

Ops leader with 12+ years of Reliability, Trust & Safety, and BizOps for tech clients & startups. Led a 25+ person team for a Tier-1 tech client, boosting audit quality from 87% to 95%+. Founded SWARN Technology, served as CTO of Innovate In Health, and directed In The Circle. MBA, MSc, and LSSGB.

OAuth 2.0AI AgentsRPAGeminiMiroChatGPTIAMDORADocumentation of the ProcessesASP.NETAgile MethodologyData AnalysisAtlassian JiraBusiness DevelopmentBusiness Planning and Control SystemsBusiness CommunicationBusiness ReportingStrategic ManagementC Sharp (Programming Language)Corrective and Preventive Action (CAPA)Change ManagementQuality AuditingConsultingContingent WorkforceContinuous DeliveryContinuous IntegrationData SecurityDevOpsDigital TechnologyPerformance ManagementEntrepreneurshipSalesGovernanceGovernance Risk Management and ComplianceLeadershipIncident ManagementIT Asset ManagementIT ManagementWaste ManagementIntellectual PropertiesInternal DocumentationCyber Security StandardsIT Portfolio ManagementKnowledge ManagementLean ProcessesLean EnterpriseLean Project ManagementLean Six SigmaLean Six Sigma Green BeltNegotiationOperating BudgetOperational ExcellenceOperations ManagementOperational ReportingPipeline PlanningPolicy GovernanceProcess DevelopmentScrum MethodologyTechnology RoadmapQuality ManagementQueue Management SystemsReliability EngineeringMicrosoft Power BIProcess AutomationProduct OwnershipVrealize Operations Manager (VROPS)Next.jsRisk Management Information SystemsSales and Operations PlanningSecurity Assertion Markup Language (SAML)Service Delivery FrameworkService DeliveryService Level ManagementMicrosoft SharePointSQL DatabasesSQL and Java (SQLJ)Stakeholder ManagementTriageWorkflow Management SystemsEscalator Servicing and Commissioning5-Why MethodRoot Cause AnalysisReliability Availability Maintainability and Safety SoftwareBacklogsReliabilityOnboardingTeam BuildingGenerative AIData ProtectionCopyright LawServiceNow IT Operations ManagementProduct ComplianceSlackP&L ResponsibilitiesCoaching and MentoringSalesforce Commerce CloudTeam ManagementGraphQLGDPRTechnical AcumenRestful ApiClient OnboardingIT Operations ManagementAccount ManagementLooker AnalyticsIT Customer ServiceDockerService Delivery ManagementIT Project Management
I thrive at the intersection of complex technology and human-centric operations. Currently, as a Front Line Manager for ProdOps (Reliability) at Genpact, I lead a 25+ member cross-functional team dedicated to maintaining the operational stability of a global Tier-1 tech client.

By leveraging data-driven SQL analytics and Lean methodologies, I’ve consistently led my team to exceed 95% SLA targets in high-pressure, high-risk environments. My leadership journey is rooted in a "player-coach" mindset. Having served as a Founder/CEO (SWARN Technology) and CTO (Innovate In Health), I don’t just manage workflows; I build and optimise them from the ground up. I understand the product's technical architecture and the business strategy required to scale it.

What I bring to the table:

1. Operational Excellence: Expert in the ITIL Framework, Triage, Incident Management, and Reliability Operations.

2. Scale & Leadership: Proven ability to mentor and scale high-performance pods (SMEs, QAs, and Specialists).

3. Strategic Governance: Board-level experience (Connect Family Resource Centre) aligning IT strategy with CSR and long-term organisational missions.

4. Data-Driven Growth: Leveraging SQL-based monitoring to drive process maturity and proactive risk mitigation.

I firmly believe in the power of Design Thinking and Lean Management to solve the most complex operational bottlenecks. Whether I am guiding a start-up through digital transformation or leading a reliability pod for a tech giant, my goal remains the same: driving excellence through clarity, data, and people-first leadership.

Let’s connect to discuss Process Optimisation, AI Tool Implementation, Team Management, Operations Strategy, Reliability, Trust & Safety or Digital Transformation.

Experience

Professional experience10+ years
Freelancer since2020

Languages

EnglishNative speakerHindiBasic knowledge

Certificates

Lean Six Sigma Green Belt

Genpact

2026

Agentic AI Advanced

Genpact

2026

Agile - Intermediate

Genpact

2026

Robotic Process Automation

Genpact

2026

Docker: Your First Project

LinkedIn Learning

2026

Generative AI

Genpact

2026

MBA: An Entire MBA in 1 Course - By: Chris Haroun

Udemy

2022

Portfolio

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