Headline

Global Services Delivery | Agentic AI | Technical Support Engineering | Cx Transformation | GCC/ Site Leadership

About

Senior business and technology executive with leadership experience in establishing and scaling global delivery capabilities for GCCs across large enterprises. Has led Technical Services teams (1000+) across India, US, Europe, Argentina, Costa Rica, Australia, China and Japan in large and mid-size Enterprise organizations like Cisco, Oracle, Citrix, Atlassian, and Avaya. Experience in Site Leadership/Governance roles. Served as Board Member for Avaya India, and Site Leader CX Centres for Cisco India (4500+). Built and led large-scale transformation across complex functions spanning Cloud Services, On-prem support, Technical Support Engineering, Strategic Account Management, DevAnalysis, and Site Operations. More recently, spearheading AI-led initiatives providing autonomous agentic support, case deflection, and Support CoPilot with measurable business impact. Expertise in hiring and developing leadership talent, driving employee engagement across large global teams, and establishing a high performance culture with Customer experience as a strategic differentiator. Data-driven analytical decision-making approach with strong execution focus Areas of Expertise: Global Delivery | CX Transformation | Agentic AI | Technical Support Engineering | Strategic Account Management | Budgets & P&L Management | Leadership Development | Site Leadership & Governance | Operations & Program Management |

Location

Bengaluru

AI stack

openai

Work experience

Head of Atlassian Technical Support Engineering at Atlassian, Mar 2026 - Present · 8 mos, Bangalore, India, · Lead global Technical Support Engineering teams supporting over 350,000 Enterprise, SMB, Cloud, and On-prem customers worldwide · Direct functions including Technical Support Engineering, Strategic Account Management, and Critical Customer Response across the US, Australia, India, Europe, and Latin America · Spearhead AI-led transformation initiatives focusing on AI-assisted resolution flows, autonomous agent diagnostics, in-product self-help, and autonomous product feedback loops

Head of Support Services at Atlassian, Mar 2026 - Present · 8 mos, Lead global Technical Support Engineering supporting 350,000+ Enterprise, SMB, Cloud and On-prem customers worldwide.

Vice President - Citrix Support Engineering at Cloud Software Group, Jul 2021 - Feb 2026 · 4 yrs 8 mos, Bangalore, India, Citrix merged with TIBCO Software under the newly formed Cloud Software Group following the completion of acquisition by Vista Equity Partners and Evergreen Coast Capital Corp on September 30, 2022. Led Citrix Global Support Engineering teams including Advanced Support (Escalation Engineering), Frontline Support, TAM (Technical Account Management), DevAnalysis and CritSit/Red Accounts teams spread across US, Costa Rica, Dublin, India and China. Accomplishments: • Improved financial efficiencies, reducing cost of Support operations by 60% through multiple strategies i.e. Geo-spread, Systems and Tools transformation, and leveraging Partners for Frontline Support • Drove AI-related efficiencies (Case deflection, Support CoPilot) improving customer self-service rates and reducing engineer effort, leading to reduction in MTTR and improved Cx. • Laid the foundation for next-gen AI initiative involving autonomous AI agents resolving customer issues, partnering with external vendor (Kahuna Labs) • Leveraged Partners for Frontline Support operations. Established execution strategy and operational oversight to ensure consistency in customer experience during and post transition • Developed leadership talent ensuring smooth leadership transition and continuation of high employee engagement.

Vice President Support at CLOUD SOFTWARE GROUP / CITRIX, Jul 2021 - Feb 2026 · 4 yrs 8 mos, Led Global Support Engineering across Advanced Support, Frontline Support, Technical Account Management and DevAnalysis in a complex multi-region operating environment.

Senior Director- Professional Services & Support Services | Site Leader- Cisco India CX Centers at Cisco, Oct 2019 - Jun 2021 · 1 yr 9 mos, Bangalore Urban, · Managed the 1200+ member Cisco India Support Services (TAC) organization, delivering global technical support and serving as an Escalation backbone · Served as Site Leader for the 4000+ member Cisco India CX Center, provided Governance and direction for People policies & Practices for the CX teams liaising with Country leaders across Sales, Services & Engineering · Led the Covid Response task force across APJC CX Centers (India, China, Japan, Australia) to balance people, customer, and business imperatives · Led Cisco CX teams (Professional Services & Support Services) in APJC for Cisco's Collaboration suite of products, supporting delivery teams of highly accomplished and experienced engineers spread across Bangalore, Sydney, Tokyo & Dalian

Senior Director - Worldwide Services at Citrix, Oct 2014 - Sep 2019 · 5 yrs, Bangalore, India, · Led Tech Support teams providing leadership and operational direction for Citrix global operations across Americas, EMEA, and APAC based out of Bangalore. · Drove synergies between Support and Engineering through multiple programs (Job rotations, PM Day, LCM Day) resulting in faster case resolution, increased Customer Satisfaction. The broader business and technical exposure also helped enhance business acumen for engineers and managers in Support · Executed succession planning and incubation programs to develop internal talent for leadership and technical escalation roles. Ran structured programs to develop individuals for roles, meeting critical Org needs as well as addressing career aspirations of staff

Education

Stand & Deliver, New York, Leadership Communication & Performance, Executive Coaching

Strategic Thinking & Leadership for Growth, The Wharton School