Sourav B.
Senior Cloud Operations Director
Open to offersNew to PlatformAbout
Sourav B. is a seasoned Director of Operations with over 20 years of global experience in building and scaling high-performance teams across cloud infrastructure, Site Reliability Engineering (SRE), and enterprise support. Notably, at Oracle Cloud Infrastructure (OCI), he redesigned the Sev1 escalation architecture, significantly reducing the Time-to-Notify from 57 minutes to 9 minutes and decreased weekly ticket volume from 300 to 50 through automation. Prior to this, he led SLA transformation at SAP Labs, raising it from 65% to 99%. His extensive experience spans key markets including APAC, EMEA, and the US, with strengths in incident command, global team leadership, and process automation. Throughout his career, he has managed global escalation queues, delivered SAP ERP projects, and driven communication governance improvements that measurably enhanced customer satisfaction. Sourav is currently consulting and remains open to director-level leadership opportunities.
Experience
Global Senior Manager — Customer Notifications
Oracle Cloud Infrastructure (OCI) · 2024 — 2025Oversaw global incident communications on a 24/7 basis across APAC, EMEA, and US. Established a structured communication loop that clarified messaging during Sev1 outages and enhanced TTR by 35%. Developed and enforced operational playbooks for major incident communications, managing OKR-based performance reviews and delivering MBRs to VP-level leadership.Senior Manager — APAC Notifications & Major Incidents
Oracle Cloud Infrastructure (OCI) · 2020 — 2024Directed major incident teams for APAC, handling hundreds of customer events monthly. Created real-time global dashboards for broader use in APAC, EMEA, and US. Led RCA programs across functions, implementing change management protocols that effectively reduced rates of repeat incidents.Project Manager / Release Manager
Merck Group · 2019 — 2020Executed global SAP ERP validation projects, ensuring timely delivery within defined scope across various business units. Developed Power BI dashboards that significantly decreased reporting time by 60%.Global Process Owner — SuccessFactors Cloud Queues
SAP Labs · 2013 — 2017Oversaw global escalation queues for SuccessFactors, enhancing SLA from 65% to 99% by redesigning processes and enhancing cross-functional alignment. Created SLA/IRD/TTR dashboards used by three regional teams and produced a global escalation playbook that reduced queue aging by 30%.Duty Manager — ERP & CRM Products (Vendor / Contract Role)
Microsoft · 2012 — 2013Managed P0/P1 incident command for EMEA, coordinating efforts of over 160 engineers across Seattle, Dublin, Bucharest, and Bangalore during critical outages.Service Communications Specialist
Thomson Reuters · 2009 — 2012Ensured 99%+ SLA compliance on global outage communications for clients in the financial services sector. Developed a tiered notification framework that reduced drafting time for incidents by 40%.Customer Care Executive — Fraud Prevention
HSBC Global Resourcing · 2005 — 2009Conducted investigations into electronic fraud cases and implemented strategies for risk mitigation, gaining foundational experience in regulated global financial operations.
Skills & Expertise
Education
- Diploma in Hospitality ManagementIHMCTAN, Kolkata
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