Headline

Product Manager | Microsoft 365 & Copilot Transformation | AI-Enabled Enterprise Products | Open to Global Opportunities

About

Senior Manager with 18+ years of experience across IT services, service management, and enterprise product development — including 5 years in product management and 3 years as a hands-on data scientist, all within DXC's Microsoft 365 Intelligent Collaboration practice — part of a globally recognised business managing 5M+ Microsoft 365 seats and 4M+ Teams monthly active users worldwide. My path into product is unconventional. After a decade in IT service management at IBM and Dell, I used a career break to build working proficiency in Python and machine learning — and joined DXC as a Data Scientist. In 2018, before GenAI made AI tools mainstream, I built an ML classification engine from scratch that could process 500,000+ lines of ticket data in 4–5 hours at 80–90% accuracy, replacing 3–4 weeks of manual work. I also built a Power BI quality dashboard that the internal Power BI team said was impossible — connecting multiple complex Excel workbooks with interconnected formulas into a single live automated report, rolled out to 30+ accounts, eliminating up to a week of manual reporting per analyst per cycle. I received a DXC Certificate of Achievement for that work. From Data Scientist, I evolved into full product ownership of DXC's Services for Microsoft 365 and Teams offering. When the Offering Manager departed, I stepped into those responsibilities as well — shaping the Microsoft 365 Copilot transformation framework, producing all GTM material including battle cards, primers and customer-facing decks, conducting market research across competitor offerings and Microsoft Build announcements, contributing to Gartner and ISG analyst briefings, and supporting 20+ enterprise clients across manufacturing, energy, and defence sectors. The internal tools my team built under my direction — a roadmap tool and an intake tool — are now used by senior leadership to brief Presidents and VPs on portfolio progress. I received the DXC Champs Award (FY23 Q4) from the VP of HR for these contributions. I'm now looking for a Senior Product Manager or Transformation Manager role at a product company — ideally in the Microsoft ecosystem, enterprise SaaS, or AI-enabled workplace technology — where I can contribute at the right level. Open to opportunities globally.

Location

Greater Bengaluru Area

AI stack

Microsoft Copilot

Work experience

Product Owner / Product Manager at DXC Technology, Oct 2021 - Apr 2026 · 4 yrs 7 mos, Bengaluru, Product Ownership — M365 Workplace Experience Product • Owned end-to-end product lifecycle for DXC's Services for Microsoft 365 and Teams offering — part of DXC's globally recognised Intelligent Collaboration practice managing 5M+ M365 seats worldwide — supporting 20+ enterprise clients across industries including manufacturing, energy, and defence, contributing to multi-million dollar managed services contracts. • Shaped the product roadmap across the full M365 stack including Teams, SharePoint, Viva, Power Platform, Defender, and Copilot; authored backlog, user stories, and sprint plans with a cross-functional team. • Contributed product intelligence to Gartner and ISG analyst briefings — supporting DXC's recognition as a Leader in Advanced Digital Workplace Services (NelsonHall 2025) and Future of Work Services (ISG 2025). • Contributed product and offering intelligence to analyst briefings for Gartner and ISG — inputs that supported DXC's recognition as a Leader in Advanced Digital Workplace Services (NelsonHall 2025) and Future of Work Services (ISG 2025). • Stepped into offering management responsibilities following the departure of the Offering Manager, collaborating with two interim leads and the solution architect to define offering strategy and direction for the M365 managed services portfolio. INTERNAL TOOLS SHIPPED • Roadmap Tool — 100+ users; used by senior leadership to brief Presidents and VPs. • Intake Tool — replaced ad-hoc email chains; single source of truth for product intake. • ML Categorisation Tool (personally built) — 500K+ lines processed in 4–5 hours at 80–90% accuracy, replacing 3–4 weeks of manual work.

Data Scientist at DXC Technology, Jun 2018 - Sep 2021 · 3 yrs 4 mos, Greater Bengaluru Area, • Built an ML-based ticket classification tool in Python (scikit-learn, Jupyter/Anaconda) entirely from scratch in 2018 — before GenAI made AI tools mainstream. Self-initiated after identifying the manual categorisation bottleneck firsthand. Capable of processing 500,000+ lines of ticket data in 4–5 hours at 80–90% accuracy, replacing 3–4 weeks of manual work. Rapidly adopted across global delivery teams; became the standard categorisation solution across the organisation. • Designed and deployed a fully automated Quality Dashboard in Power BI — built independently, over the objections of the internal Power BI team who deemed the complexity impossible. Replaced a manual process where analysts consolidated data across multiple complex Excel workbooks into a PowerPoint report — a process taking up to a week per cycle. Eliminated the manual workflow entirely; rolled out to 30+ accounts. Received the DXC Certificate of Achievement from the Head of Service Desk India. • Built a sentiment analysis tool to surface real-time customer feedback trends, giving leadership actionable visibility into account health and client satisfaction. • Identified and scoped automation opportunities across accounts; presented findings to management to support strategic and operational decisions.

Relocation at Career Break, Jun 2015 - Jun 2018 · 3 yrs 1 mo, Dubai

Service Management Lead at IBM, Jan 2013 - Jun 2015 · 2 yrs 6 mos, • Led end-to-end service management across 25+ accounts, overseeing Problem, Change, and Incident Management teams — ensuring 24/7 service availability and consistent adherence to SLA and OLA commitments including a 4-hour Severity 1 resolution target met without exception. • Chaired all major incident technical bridges and operations review meetings; coordinated rapid response across cross-functional teams to diagnose root cause, implement corrective actions, and publish RCA reports to stakeholders. • Audited major service interruption tickets for prioritisation accuracy, technical and business domain correctness, and SLA compliance; produced regular and ad hoc service performance and customer satisfaction metrics for senior leadership.

Quality Analyst at IBM, Aug 2010 - Dec 2012 · 2 yrs 5 mos, • Developed broadly applicable process improvement solutions adopted by pool managers across multiple accounts, locations, and teams to address recurring operational problems • Directed root cause analysis and process standardisation across accounts — preparing, batching, and assigning incident reports and trouble tickets within a 90-day historical window to identify patterns and drive corrective action. • Collaborated with cross-location quality teams to evaluate and implement QA and RCA process improvements, ensuring solutions were applied consistently across all relevant configurations and service centres. • Conducted statistical analysis on quality metrics reports to ensure delivery remained within control limits; prepared executive-level metrics updates on a regular basis.

Technical Support Expert at Dell Technologies, Nov 2006 - Jul 2010 · 3 yrs 9 mos, Bengaluru, • Managed high-value corporate client relationships as part of a 6-person core team, handling technical escalations for portable products and ensuring end-to-end issue resolution with full ownership. • Maintained key performance metrics including Customer Experience, Resolve Rate, and Repeat Dispatch Rate — consistently meeting SLA targets across all assigned accounts. • Provided constructive feedback and coaching to call-taking agents; mentored new hires on technical skills, call handling, and process adherence. • Collaborated with the product research group to identify recurring issues and develop effective resolutions for relationship customers.

Senior Customer Support Professional at Mphasis, Dec 2004 - Nov 2006 · 2 yrs, Bengaluru, • Handled inbound customer queries including card activation, balance enquiries, late payment charges, and merchant transactions; processed high-value transaction authorisations with full accountability for sensitive account details. • Identified and converted sales opportunities by recommending key products to eligible customers. • Conducted training sessions for junior and senior agents on process knowledge, customer experience standards, and call handling skills.

Education

Bachelor of Science, Mar Ivanios College (MIC), Thiruvananthapuram

Master of Computer Applications - MCA, Computer Science, Noorul Islam College of Arts & Science, Kumaracoil, Thuckalay 629 175, Nagercoil.