Headline

Senior Operations & Delivery Executive l SaaS, CCaaS, CPaaS l Global Program Leadership l Business Transformation, Process Optimization & Operational Excellence l Customer-Centric Reliability l Automation (AI/ML, RPA)

About

I am a Cloud Operations and Customer Reliability Leader with 22+ years of experience in building and scaling large SaaS and CCaaS platforms for global enterprises. I specialize in leading high-availability cloud environments, driving reliability engineering practices, and building automation-first operations. My focus is on ensuring platform stability, reducing MTTR, and delivering consistent customer experience at scale. Currently, I lead global cloud operations supporting 200+ enterprise clients across 15+ regions, managing mission-critical distributed systems with 99.9%+ uptime. Strategic Process Consultant driving business planning, operational readiness, and process alignment.Cross-Functional Leader optimizing resource management, KPI tracking, and continuous improvement initiatives.Risk & Automation Expert mitigating operational risks and implementing automation to boost performance. I bring a strong combination of leadership and technical depth across cloud platforms, SRE practices, and intelligent automation. Key Expertise: • Cloud Platforms: AWS (EC2, S3, Lambda) • Reliability Engineering: SLA, SLO, error budgets, MTTR optimization • Distributed Systems & High Availability Architecture • Incident, Problem & Change Management (ITIL) • Observability: monitoring, logging, alerting • Automation: AI/ML, RPA, intelligent ticketing systems • CCaaS Platforms: Genesys Cloud CX, NICE CXone, Amazon Connect • Telephony: VoIP, SIP, SBC Key Achievements: • Reduced MTTR by 30% using AI-driven automation • Delivered 99.9%+ uptime across global platforms • Achieved 98% SLA compliance for enterprise customers • Improved operational efficiency by 20% through process optimization • Led large-scale platform migrations and onboarding with minimal downtime I am passionate about building resilient platforms, leading high-performing teams, and driving customer-centric reliability at scale.

Location

Pune/Pimpri-Chinchwad Area

AI stack

antigravity

claude

Work experience

Senior Manager in Operations - Cloud Services at Tata Communications, Jul 2017 - Present · 9 yrs 1 mo, Pune Dighi, • Lead global cloud operations for SaaS/CCaaS platforms ensuring 99.9%+ uptime • Manage distributed systems supporting 200+ enterprise clients across 15+ regions • Lead a 50+ member engineering team (L1–L3) in a 24×7 global delivery model • Reduced MTTR by 30% through AI/ML-driven automation and proactive monitoring • Achieved 98% SLA compliance using SRE practices and observability frameworks • Designed and implemented automation frameworks (RPA, AI workflows) • Built real-time observability dashboards (MTTR, latency, CSAT, NPS) • Led platform migrations and onboarding with minimal production impact • Improved operational efficiency by 20% via SOPs, RACI, and governance models • Reduced escalation turnaround time by 20%

Telecommunications Manager at Cisco, Mar 2008 - Dec 2017 · 9 yrs 10 mos, • Managed global cloud telephony and conferencing platforms with 99.9% uptime • Improved system stability by 20% through proactive monitoring and upgrades • Led incident management and production support for distributed systems • Reduced new hire ramp-up time by 30% via structured onboarding programs • Owned capacity planning and performance optimization • Ensured 100% SLA compliance for global enterprise customers

Telephony Engineer at Webex Communications India Private Limited(A Cisco Company), Jun 2006 - Feb 2008 · 1 yr 9 mos, • Supported high-availability telephony systems with 99.9% uptime • Reduced recurring incidents by 25% through RCA and system fixes • Performed KPI reporting, audits, and performance tuning • Improved infrastructure efficiency by 20%

Customer Support Engineer at HCL Info Systems Ltd., Jun 2003 - May 2006 · 3 yrs, • Managed VoIP, IVR, EPABX, and ACD systems • Optimized call flows and telecom infrastructure performance • Supported deployment and maintenance of enterprise telecom platforms

Education

Bachelor of Engineering, Electronics, Mumbai university

High School Diploma, Mumbai university