Headline

Digital Operations & AI Consultant | Delivery Manager | Customer Success Manager | Incident Manager | Operations Manager

About

Global technology leader with experience across New Zealand, India, Australia, the Middle East, and the USA. I specialize in connecting strategy to execution—aligning growth, risk, and sustainable value. With a background in IT, telecommunications, and AI-driven transformation, I have led enterprise-scale initiatives that improve profitability, customer outcomes, and operational efficiency. My focus is on applying AI where it delivers tangible business impact, supported by strong governance, ethical use, and disciplined execution. Currently exploring senior leadership roles while advising organizations on AI strategy, operational simplification, and customer delivery optimization. I thrive where technology, business, people, and intelligent systems converge.

Location

Greater Bengaluru Area

AI stack

antigravity

claude code

claude

gemini

grok

lovable

Work experience

Digital Operations & AI Consultant at Centurian IT, Jan 2026 - Present · 10 mos, Bengaluru, Karnataka, India, Key Responsibilities / Duties 1. AI Strategy & Advisory * Define AI-aligned operational strategies based on organisational maturity. * Identify high-value AI/automation opportunities to reduce cost and enhance CX. * Guide leadership on adoption frameworks, risks, and success metrics. 2. Intelligent Workflow & Process Design * Analyse end-to-end workflows to identify improvement areas. * Redesign processes using AI, analytics, and automation. * Create scalable, accurate intelligent workflows and SOPs. 3. AI & Automation Implementation * Deploy AI solutions (GenAI, ML, RPA, agentic AI) with technology teams. * Integrate AI with legacy and enterprise systems. * Deliver pilots, MVPs, and scale solutions tied to business outcomes. 4. Operational Excellence * Lead initiatives to improve productivity, cost-to-serve, and cycle time. * Build and track KPIs to show performance gains. * Standardise workflows for repeatability and scale. 5. Change Management * Drive people-process-tech adoption. * Deliver training and playbooks to build AI literacy. * Connect business, tech, and end-user groups. 6. Collaboration & Alignment * Work with IT, Finance, CX, HR, and partners to align outcomes. * Support leadership with insights, ROI models, and recommendations. 7. Governance & Risk * Define ethical AI governance frameworks. * Ensure privacy, security, and regulatory compliance. * Maintain data quality, transparency, and model reliability.

Delivery Manager at Sakshath Technologies®, Dec 2024 - Jan 2026 · 1 yr 2 mos, Bengaluru, Karnataka, India, Client Relationship Management: Serve as the main point of contact for clients, ensuring their needs are met and expectations are exceeded. You’ll make them feel like their project is your top priority, even when you’re juggling multiple tasks. Project Scheduling & Coordination: Own project timelines, ensuring deadlines are met while keeping all teams aligned. Think of it as managing a dinner party with 20 guests and 10 seats—you make it look easy, even when things get tight. Risk Management: Proactively identify and resolve potential project risks before they become issues. You’ll steer the ship through choppy waters with calm and efficiency, ensuring smooth delivery. Team Leadership & Motivation: Lead cross-functional teams with a focus on collaboration, morale, and results. Whether it’s settling disagreements over font choices or sending a motivational meme, you keep the team engaged and focused. Budget Oversight: Manage project budgets, ensuring resources are used efficiently and creatively. You’ll be the master of making sure the budget stays on track—even when deadlines get tight (and coffee becomes a must). Communication & Reporting: Act as the bridge between clients and internal teams, providing clear, transparent updates. You’ll deliver both good and bad news with tact, ensuring everyone stays on the same page.

Director at Centurian IT, Dec 2024 - Nov 2025 · 1 yr, Auckland, New Zealand

Customer Success Manager at Tech Mahindra, Dec 2021 - Dec 2024 · 3 yrs 1 mo, Bengaluru, Karnataka, India, • Record and classify received High priority Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible within the Service Level Agreement • Create and manage audio bridges and invite appropriate Technical Support Groups to the bridge • Log all Incident bridge outcome details including allocating actions to owners and own the follow ups • Keep users informed about their reported Incidents’ status at agreed intervals • Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.) • Verify resolution with users and resolve Incidents in ITSM tool. • Escalate Major Incidents as per Escalation Matrix if no updates or proper updates within the agreed timeframe. • Escalate Incidents at risk of breaching Service Level Agreement to the Service Delivery Team • Owns all Incidents and Service Requests throughout the lifecycle Follow up on RCA and RFO with various resolver groups after incident resolution.

Project Coordinator - Fibre Provisioning Exceptions Team at Visionstream, Jul 2019 - Jul 2021 · 2 yrs 1 mo, Auckland, Guided a team of 80 independent contract technicians, covering southern and central Auckland, NZ, on laying and managing Fibre optic cables for Ultra-Fast Broadband Internet Services. Achieved reduction in missed commitments through proactive monitoring and timely interventions in daily assignments/blocked jobs. (2019/2021). Won appreciation from the management for excellent customer service and amicably bridging service gaps. Reviewed Fibre jobs blocked in the system, verified reasons, ensured quick resolution for the execution of prescribed work within agreed SLAs / contracted timeframe(s). Ensured service delivery and smooth execution by interfacing between customers, technicians, field managers, civic, utility providers and community bodies for speedy resolution. Prioritised Safety & Health standards over all facets of execution and produced optimal solutions. Through close follow-ups with field managers and timely interventions, managed operations, addressed Traffic, Gas, Tree pruning, ROW, OSB, HCA permission issues for swift resolve. Analysed and allocated the right jobs to the right people to reduce blocks and ensured consistent 90%+ completion within SLAs, average 93%. Liaised with external ROW consultants on the right of way or shared driveway permissions for a quick resolve.

Education

PG Certificate in Business, Information Systems, Auckland University of Technology

Diploma in Computing Level6, Information Technology, NZQA