Headline

Enterprise Customer Support Manager || AI Enabled || Ex-Atlassian || Ex- Microsoft || Customer Success || People Orientated || Service Delivery Manager

About

Dynamic and effective Leader with strong business acumen, I am responsible for delivering great customer experience across multiple line of business with focus on building and leading a high performing team of engineers. Ensuring our teams provide positive customer experience with effective communication and partnering well with them and other stakeholders. Core Competencies : •Customer Experience and Success •Strategic Level Engagement •Escalation Management •Solution Partner and Vendor Management •Innovation & Automation •Building & Managing Teams •Cross-Functional Integration •Cost Optimization •People Management •Opportunity Identification •Process Compliance

Location

Bengaluru

AI stack

claude

Work experience

Enterprise Support Manager at Atlassian, Jul 2023 - Mar 2026 · 2 yrs 9 mos, India, ▪ Leading a team of highly skilled and experienced engineers in the Cloud Enterprise space for one of the Atlassian’s key product Jira Service Management for EMEA Support Operations for Enterprise customers. ▪ Mentored engineers on career growth, succession planning, and professional development. Responsible for hiring, onboarding, and mentoring Senior Support engineers to ensure their success in the organization. ▪ Escalation POC for complex customer issues, assisting the team with prioritization and negotiation to manage customer expectations effectively. ▪ Uses analytics and performance metrics (IRT, AHR, CSAT) to drive team priorities, identify trends, and measure success. ▪ Spearheaded process and efficiency improvements, reducing response times and enhancing resolution quality by implementing collaboration tools, automation workflows, and knowledge-sharing frameworks. ▪ Collaborating closely with engineers on cases, with fair knowledge of SaaS support challenges across AWS, APIs, security, workflows, performance, and scalability. ▪ Led data-driven initiatives powered by custom AI workflows to enhance operational efficiency, delivering a 30% reduction in AHR (Average hours to resolve) and measurable improvements in CSAT and NPS. ▪ Partners effectively with Engineering, Product, Customer Success, and Cloud Operations to drive systemic improvements and closed-loop feedback. ▪ Owned change management and release readiness for solution partners, enabling smooth adoption of product updates and minimizing customer impact.

Support Engineering Manager at Microsoft, Aug 2022 - Sep 2023 · 1 yr 2 mos, India, ▪ Leading and managing a team of highly Techno Functional professionals, Technical Leads and Escalation to support worldwide Premier, Unified and Broad Commercial customer base within the Dynamics 365 CE and F&O. ▪ Responsible to ensure engineer readiness, capacity management, hiring and performance management. ▪ Contributing towards process improvement to keep the service delivery intact despite the challenges of capacity and capability. ▪ Act as a Voice of Customer and established connections between Field teams, CSS and Engineering Group. ▪ Accountable for key biz matrices i.e. CSAT, Initial Response, Throughput and Customer pain time. ▪ Being as People Excellence Lead, driving employee engagement

Senior Service Delivery Manager at Fujitsu, Dec 2020 - Aug 2022 · 1 yr 9 mos, Bangalore Urban, ▪ Business development and customer engagement . Owns customer operational relationship,develops & nurtures to excellent customer satisfaction. ▪ Responsible for end-to-end delivery of the projects in portfolio. ▪ Maintaining green CSAT and NPS ▪ Keeping contract margins healthy. Owns expense/cost target commitments for all service delivery.

Program Manager at Accenture in India, Jun 2008 - Dec 2020 · 12 yrs 7 mos, Bengaluru, ▪ Leading team of 200+ cross-functional and geographically distributed associates. Bangalore – Jun 2008 – Nov 2020 ▪ Own and maintain the PMO governance, such as portfolio reviews, risk assessment workshops, stage-gate approvals, financial reviews and portfolio health updates. ▪ Led end-to-end project delivery by adopting DevOps methodologies and CI/CD practice. Driving agile practices across project(s) streams. ▪ Defining project execution roadmap and establishing milestones. Defining roadmap for financial targets across account. ▪ Co-Create KPIs engaging Customer and key stakeholders. Periodic Project Health reports to customer and key stakeholder. ▪ Process optimization by eliminating redundancies. Value creation by cross functional integration and clustering. ▪ Established 24*7 application support cross-functional teams. ▪ Lead 3rd party audits for information security and process compliance. ▪ Ensuring high quality deliverables by implementing DevOps practices in conjunction with Agile methodology. ▪ Conceptualized and developed product for validating contracts and solution plan, reducing the efforts by 60%. ▪ Professional Achievements o ACE (Individual) – 2018 – Customer Satisfaction o ACE (Team) – 2017 – Productivity Increase by 30%

Senior Engineer at Xansa, Sep 2006 - Jun 2008 · 1 yr 10 mos, On-site, ▪ Leading a team of .Net Developer for building the billing energy consumption by commercials for Centrica in London Office. ▪ Playing a role of business analyst for gathering project enhancement requirements in Co-operative society in Wigan office. ▪ Worked on internal projects to streamline the training portals.

Education

Master of Computer Applications - MCA, Computer Science, Guru Gobind Singh Indraprastha University