Headline

Technical Operations Leader | Turning Technical Complexity into Customer Outcomes | 15% MTTR ↓ + 12% Fewer Repeat Escalations | Salesforce · VMware | AI & GenAI | ISB

About

Every escalation tells you something is wrong with the product, not just the process. Most support organizations treat that signal as noise to be closed out. I've spent 15 years treating it as data to act on. I lead global Tier-2/Tier-3 escalation engineering teams that resolve enterprise SaaS incidents and feed what they learn directly back into engineering. At Salesforce, I run a 15-member global team and cut MTTR by 15% while dropping repeat P1/P2 escalations by 12%. At VMware, I sustained CSAT above 90% across every quarter while reducing post-release incidents by 20% through release-readiness governance. The MTTR work is the clearest example of how I operate. When I took over the Salesforce escalation team, resolution times were inconsistent — skilled engineers, but every P1 started from zero. Instead of pushing for speed, I looked at what was actually slowing people down: no shared triage pattern, no habit of closing the loop on root cause, and knowledge buried where nobody could find it mid-incident. We built structured triage frameworks, made RCA a standing practice rather than a formality, and surfaced runbooks inside the incident itself. Repeat escalations dropped 12%, and MTTR fell 15% — sustained across quarters, not a one-time spike. That's my edge: I pair ITIL-aligned operational rigor with AI-augmented tooling — I'm ISB Gen AI certified and actively deploy GenAI for case deflection and intelligent triage — and I use both to force a real feedback loop between Support and Engineering, so support stops absorbing product debt silently. I’m interested in Director and Head-level roles where technical operations, customer outcomes and AI-enabled transformation need to scale together.

Location

Bengaluru

AI stack

claude

claudecode

ChatGPT

ChatGPT Images

Chroma

Napkin AI

Work experience

Support Engineering Manager at Salesforce, Sep 2024 - Present · 2 yrs 1 mo, Hyderabad, Lead a 15-member global escalation engineering organization supporting enterprise Salesforce customers across SaaS, APIs, integrations, multi-cloud infrastructure, and distributed systems. Reduced MTTR by 15% by redesigning triage, escalation governance, SLA management, and incident operating rhythms. Reduced repeat P1/P2 escalations by 12% through structured RCA, permanent remediation programs, and tighter Engineering feedback loops. Built a continual-improvement operating model combining daily incident signal analysis, engineering-quality RCAs, escalation runbooks, and knowledge standards—moving critical incident response from reactive firefighting toward repeatable execution. Partner with Engineering, SRE, Product, and customer-facing teams to translate recurring customer signals into product and reliability improvements. Lead hiring, coaching, performance management, succession planning, and quarterly OKRs across APAC. Driving AI-augmented support operations through GenAI-enabled case deflection, intelligent queue prioritization, and real-time knowledge surfacing.

Technical Support Manager at VMware, Aug 2020 - Sep 2024 · 4 yrs 2 mos, Bengaluru, At VMware, I led global technical support operations for enterprise customers across compute, storage, virtualization, and distributed infrastructure, operating in a 24×7 environment where reliability and customer experience were inseparable. A recurring challenge was that post-release incidents were being treated as isolated support events rather than signals of systemic product or operational risk. I shifted the focus from resolving individual cases faster to identifying patterns, strengthening root-cause analysis, and creating tighter feedback loops between Support, Engineering, and Product. That operating model reduced post-release incidents by 20% while sustaining 90%+ CSAT across global support operations. The improvement came from connecting customer signals to engineering action—not simply increasing support capacity. The experience shaped how I lead today: technical support should not operate as the final destination for product problems. At scale, it should become an intelligence layer that helps engineering improve reliability, helps leadership identify operational risk, and ultimately creates a more predictable customer experience. Domain: vSphere · ESXi · vSAN · NFS · iSCSI · TCP/IP · DNS · VPN · Firewall · ITIL

Operations Manager at Capillary Technologies, Jan 2014 - Aug 2020 · 6 yrs 8 mos, Bengaluru, Managed incident response, problem management, and SaaS reliability operations for large-scale API-driven platforms serving enterprise retail and e-commerce clients across APAC — scaling the support organisation from startup to enterprise grade. ▸ Implemented ITIL-aligned process improvements that significantly reduced incident frequency and improved SLA adherence across the organisation ▸ Led integration and data migration projects with security-first design — SAML, SSO, OAuth 2.0, enterprise platform architecture ▸ Built VOC programs and customer feedback loops that directly informed product roadmap priorities and reduced escalation risk for key enterprise accounts ▸ Drove strategic workforce planning, capacity management, and structured onboarding programs to scale the team from startup to enterprise grade ▸ Built metrics dashboards tracking SLA, CSAT, and resolution goals — creating engineering-quality visibility and accountability across support operations

Co-Founder & Technical Product Manager at Jhaiho Technologies, Jan 2010 - Jan 2014 · 4 yrs 1 mo, Bengaluru Area, India, Co-founded and launched a B2B SaaS platform from the ground up — leading architecture design, product delivery, technical support operations, and cloud systems reliability from inception to enterprise scale. ▸ Built and led technical teams in custom development, API integrations, and platform reliability — developing deep expertise in SaaS operations, distributed systems, and cloud security ▸ Developed SaaS prototypes on AWS and Azure infrastructure with customer-centric onboarding workflows ▸ Defined technical requirements and delivered tailored enterprise solutions — building executive-level stakeholder communication and negotiation capabilities

Education

Leadership with AI & Gen AI, Gen AI, Indian School of Business

Master of Business Administration - MBA, Product Leadership, Institute of Product Leadership