Automation Meets Analytics

Q1. Could you start by giving us a brief overview of your professional background, particularly focusing on your expertise in the industry?

I bring 22 years of experience leading large-scale Application Maintenance & Support (AMS) and digital transformation programs across retail and pharmaceuticals. At Walmart Global Tech, I transitioned a $15M vendor-led AMS operation in-house, scaling a 200-member GCC while reducing costs by 30% and driving GenAI-powered automation that eliminated tickets and improved efficiency by 30%. My expertise spans vendor-to-GCC transitions, ERP transformations, and SRE-driven operations—with a focus on operational resilience, automation, and scaling global support models for Fortune 500 companies.

Q2. How do you see the market for application maintenance and production support evolving in large retail enterprises, and which sub-segments are experiencing the fastest growth?

If you look at where application maintenance is heading in retail, the big shift is from cost arbitrage to value-driven operations. Ten years ago, it was mostly about labor arbitrage— “how cheap can I get support done.” Today, it’s about resilience, uptime, and how quickly you can recover from an issue without compromising the customer experience.
The fastest-growing areas I’m seeing are:
• SRE-driven support. Instead of waiting for incidents, teams are moving…