Production Support Operational Excellence

Swathi Muppala

Morris Plains, NJ

973-***-**** ***************@*****.***

EXECUTIVE SUMMARY

Strategic and results-driven operations leader with 14+ years of experience in facilities management (soft services) and IT production support. Proven expertise in budget optimization, vendor management, process improvement, cross-functional team leadership across diverse sectors, Safety & Regulatory compliance, Union employee experience, GMP experience, Internal/external audits, Food. Looking for a Remote management/administrative role (+ Digital skills)

STRENGTHS

Direct, strategic problem-solver and fast learner.

Strong communication and interpersonal skills.

Adaptable to new technologies/environments.

Committed to continuous improvement and operational excellence.

EDUCATION

Bachelor of Technology

Jawaharlal Nehru Technological University, Hyderabad, India (2007)

CORE COMPETENCIES

Project Management (PMP/PAUSE Methodologies): Hands-on experience with Agile and Waterfall approaches for project delivery; Directed soft services setup for two commercial buildings (229,334 sq. ft. / 1,000+ occupants and 92,534 sq. ft. / 400+ occupants), meeting project timelines and quality standards; Using an unbiased mindset when dealing with people and approaching discussions with an open mind, without prejudging situations or individuals.

ITIL Certified: Skilled in incident, change, release, and configuration management; consistently resolve tickets within SLA using various tools.

Facilities—Soft Services Management: Food, security, mailroom, pest control, landscaping, snow, waste, shredding, janitorial and interior plant services; budget negotiation; rapid issue resolution ensuring uninterrupted business operations.

P&L & Budget Management: Managed budgets of $5M+; achieved continuous annual savings (1%+) through strategic vendor selection, process innovation, and technology adoption.

Vendor & Stakeholder/Client/Employee Relationship Management: Build and maintain strong client and vendor relationships; lead cross-site teams and drive alignment with business goals.

Data Analysis & Reporting: Regular KPI/SLA reporting, inspections, and safety initiatives to drive operational excellence.

PROFESSIONAL EXPERIENCE

Compass Group USA (ESFM Sector) - Business Unit Manager

Client: Johnson & Johnson, Raritan, NJ

2018 – Present

I started as a Facilities Coordinator in 2018.

Managed facility tickets and coordinated with multiple service teams.

Oversaw emergency responses, compliance, and facility service standards.

Delivered operational metrics and analytics supporting strategic decisions.

Conducted site walkthroughs to identify risks and enforce compliance with safety/quality protocols.

Got Promoted in 2021 as a Manager for consistent high-performance.

Lead all aspects of soft services for a 230-acre corporate campus.

Manage annual budgets, control expenses, and ensure accurate/timely reporting.

Establish and maintain client, vendor, and team relationships to meet facility goals.

Manage Staff (2-10 employees currently), Develop/Train staff on Safety, day-to-day operations, foster morale, and promote open communication across all levels.

Designed comprehensive checklists and implemented critical processes for operational readiness at project handover.

Fostered an inclusive, equitable work environment leading to improved collaboration and decision-making.

Recognized for driving operational excellence, innovative problem-solving, and effective communication.

2014 – 2018 – Took Break to support Family needs.

IT Application/Production Support Technical Lead

UBS (Singapore) & Proximus (Belgium)

2007 – 2014

Delivered end-to-end IT production support for mission-critical applications in banking and telecom sectors.

Managed incident, problem, change, and release processes, ensuring high system availability and rapid issue resolution.

Collaborated directly with clients and stakeholders at international locations, enhancing customer satisfaction and communication.

Led and mentored support teams conducted knowledge transfer sessions, and developed documentation and process improvements.

Utilized a broad range of ticketing, configuration, and reporting tools to optimize support operations.

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