Oudit Jim Ramlall
Brampton,ON
Summary
Strategic Implementation Leader skilled in client onboarding and enterprise software delivery. Directs complex programs that enhance organizational scale and operational efficiency. Delivers enterprise-wide initiatives from strategy to execution while building and scaling support organizations across multiple channels. Integrates processes and technology to achieve measurable outcomes and develop high-performing teams.
Overview
26
26
years of professional experience
Work History
Manager, Business System
Dealer-FX
01.2022 - Current
- Administered and optimized enterprise business systems (CRM, ERP, CSM platforms), ensuring system reliability, performance, and alignment with organizational objectives
- Led end-to-end system implementation projects, coordinating cross-functional teams across IT, operations, and business units to deliver on time and within budget 4+ years
- Partnered with senior leadership to align business system capabilities with strategic growth initiatives and organizational priorities
- Evaluated, selected, and onboarded third-party software vendors, managing contracts, SLAs, and ongoing vendor relationships
- Identified and eliminated operational inefficiencies through process mapping and workflow redesign, achieving a measurable reduction in manual effort and processing time
- Developed and enforced standardized business system procedures and documentation, improving team consistency and onboarding efficiency
- Functioned as the primary liaison between business stakeholders and technical teams, translating complex business requirements into actionable system configurations and development tasks
- Facilitated executive-level reporting and dashboards, providing real-time visibility into key performance metrics and operational health
- Collaborated with department heads to assess system needs, prioritize enhancements, and manage a continuous improvement roadmap
- Collaborated with Sales and Account Management teams to enhance customer retention and improve support processes.
- Recruited, onboarded, and mentored a team of business systems analysts, fostering a culture of accountability, continuous learning, and high performance
- Conducted regular performance reviews and development planning, supporting career growth and reducing team attrition
- Delivered training programs to end users and internal staff on new system features, updates, and best practices, increasing adoption rates across the organization.
Application integration specialist
Dealer-FX
02.2016 - 01.2022
- Architected and implemented API-based integrations (REST, SOAP, GraphQL) connecting internal and third-party applications to core business systems
- Designed, developed, and maintained application integration solutions across enterprise platforms, ensuring seamless data flow and system interoperability
- Built and managed middleware solutions and integration pipelines using platforms such as MuleSoft, Dell Boomi, Azure Integration Services, or similar iPaaS, SaaS tools
- Developed and maintained ETL (Extract, Transform, Load) processes to migrate and synchronize data across disparate systems with zero data loss
- Diagnosed and resolved complex integration failures, data discrepancies, and connectivity issues across multi-system environments, minimizing business disruption
- Established proactive monitoring and alerting protocols for integration workflows, reducing critical incident response time by 30%
- Provided Tier 2 and Tier 3 technical support for integration-related issues escalated from internal teams and external clients
- Conducted root cause analysis on recurring system failures and implemented permanent fixes, increasing system stability and reliability
- Administered and monitored integration environments across development, staging, and production, ensuring high availability and performance
- Managed end-to-end lifecycle of application integrations, ensuring alignment with requirements through deployment, testing, and post-launch support
- Evaluated and recommended integration tools, frameworks, and platforms aligned with enterprise architecture standards and business objectives
- Maintained comprehensive integration documentation including data mapping, system architecture diagrams, and technical specifications
- Optimized IT Service Management (ITSM) operations by re-architecting and deploying core ITIL-based workflows for Incident, Service Request, Problem and change Management.
Service and Change Manager
PAN AM Games
01.2015 - 08.2015
- Developed and executed a comprehensive change management framework for a large-scale, time-critical international sporting event, ensuring zero service disruption during peak operational periods
- Chaired Change Advisory Board (CAB) meetings to review, approve, and prioritize change requests across technology and operations teams, aligning changes with event timelines and minimizing disruption.
- Established change freeze policies and blackout windows aligned with competition schedules, safeguarding critical systems during live event operations
- Implemented and managed ITIL-aligned service management processes across incident, problem, change, and request management for a high-profile, multi-venue international event
- Managed IT support service delivery during Pan Am Games, providing timely assistance to athletes, officials, media personnel, and spectators to enhance overall event experience.
- Defined and monitored service level agreements (SLAs) and key performance indicators (KPIs) for technology services, ensuring consistent delivery that met or exceeded contractual commitments.
- Maintained a full change log and audit trail for all approved, rejected, and deferred changes, ensuring accountability and regulatory compliance
- Managed a centralized service desk operation supporting 86 venues and 160000+ end users across the duration of the Games
Program manager & Change Manager
Glaxo Smith Kline
03.2000 - 07.2014
- Coordinated technology readiness assessments across all venues before the Games, identifying and addressing gaps to ensure seamless go-live
- Delivered training and orientation sessions for service desk staff and operations personnel on change and incident management procedures specific to the event environment
- Managed relationships with third-party technology vendors and service providers, ensuring accountability for delivery commitments, SLAs, and event-specific requirements
- Acted as the primary point of escalation for all service and change-related issues, liaising between technical teams, event organizers, and international governing bodies
- Collaborated with infrastructure, networking, broadcast, and applications teams to coordinate and sequence changes with minimal operational risk
- Facilitated regular operational readiness reviews with senior leadership to assess service stability and change risk ahead of key competition milestones
- Developed detailed operational runbooks and contingency plans for all critical technology services, ensuring teams were prepared to respond to any service failure scenario
- Facilitated post-event debriefs and lessons-learned exercises, producing a formal after-action report with actionable recommendations for future large-scale events
- 10+ years in leading IT projects in Canada
Education
AI Training - Software Systems
Udemy
Toronto, ON01-2026
Master’s Certificate - Project Management
Schulich
Toronto, ON01-2015
MBA Essentials - Information Management
Canadian Management Center
Toronto, ON01-2011
Project Management - Information Management
Learning Tree
Toronto, ON01-2009
ITLT Leadership V2 -V3 - Information Management
Canada Management Center
Toronto, ON01-2008
NetWare Administrator - Information Technology
DeVry Institute
Etobicoke, ON01-1992
Some College (No Degree) - Technology Management
RCC of Technology
TorontoSkills
- ERP, CRM, and CSM management
- Client onboarding and platform implementation
- SalesLoft and HubSpot
- Zendesk expertise
- Agile and Waterfall project delivery
- Change management
- Data analysis
- Problem solving
- Cross-functional team leadership
- Stakeholder management
Work Preference
Work Type
Full TimeContract WorkLocation Preference
RemoteHybridOn-SiteSalary Range
$106000/yr - $200000/yrTimeline
Manager, Business System
Dealer-FX
01.2022 - Current
Application integration specialist
Dealer-FX
02.2016 - 01.2022
Service and Change Manager
PAN AM Games
01.2015 - 08.2015
Program manager & Change Manager
Glaxo Smith Kline
03.2000 - 07.2014
AI Training - Software Systems
Udemy
Master’s Certificate - Project Management
Schulich
MBA Essentials - Information Management
Canadian Management Center
Project Management - Information Management
Learning Tree
ITLT Leadership V2 -V3 - Information Management
Canada Management Center
NetWare Administrator - Information Technology
DeVry Institute
Some College (No Degree) - Technology Management
RCC of Technology