Headline

I build Support organizations that protect ARR and keep customers for life. When customers are anxious, I show up · People-first Support leader . Global teams · Microsoft · AWS · IBM. ICF Coach. Conscious Leadership

About

• Built and led global 24/7 Support organizations at scale: a 400-person multi-GEO Support org for Microsoft Dynamics 365 running round-the-clock operations, and oversaw a 400+ person vendor ecosystem for Azure Support — delivering consistent SLA governance, quality frameworks, and operational excellence across every region. • Drove AI-augmented support transformation: integrated AI-assisted tooling and automation into agent workflows to reduce resolution time and shift inbound volume to self-serve deflection, improving both agent productivity and customer experience. • Established and grew a bench of Support leads into senior operators — defining performance management frameworks, coaching structures, and succession pathways across globally distributed and async teams. • Built robust Support reporting foundations: synthesized support telemetry, CSAT data, escalation patterns, and adoption metrics into dashboards that informed engineering prioritisation and CX strategy. • Maintained a direct, hands-on executive escalation practice — engaging personally with customer C-suites during critical situations to de-escalate, rebuild trust, and drive to resolution while protecting long-term account retention. • Partnered with Sales, Product, and CX leadership to connect Support outcomes to commercial goals — tracking escalation trends, customer health scores, and retention risk as operational metrics with direct input into renewal conversations. • Set up, scaled, and led global product Support teams for Microsoft Dynamics 365 , Azure DevOps and various Azure Eco System offerings across multiple GEOs — owning hiring, operations, SLA delivery, and customer experience end-to-end for multi-tenant SaaS platforms at enterprise scale. A 50-person Support org is a scale built, run, and grown from scratch multiple times across different products and geographies. • Led enterprise Support for large-scale organizations across financial services, media, and technology — sectors that map directly to the enterprise customer profiles.

Location

Bengaluru

AI stack

claude

openai

perplexity

Work experience

Enterprise Support Manager - Global Strategic Accounts at Amazon Web Services (AWS), Jun 2025 - Apr 2026 · 11 mos, Bengaluru, Karnataka, India, Led a globally distributed Technical Account Management organization — including senior technical architects and account managers — supporting enterprise cloud and AI transformation for AWS's most strategic accounts. ▪ Owned delivery relationships with C-suite stakeholders, defining cloud adoption roadmaps and executive governance frameworks across a matrixed, multi-country account structure. ▪ Facilitated AI/agent enablement discovery workshops with enterprise stakeholders — surfacing use cases and early requirements to inform adoption roadmap conversations alongside Solution Architects. ▪ Partnered with Sales and Solution Architects to align delivery outcomes with account growth and long-term commercial objectives — converting engagement quality into measurable retention and expansion. ▪ Built customer health frameworks and risk escalation playbooks that improved early identification of at-risk accounts and reduced churn exposure, serving as the senior escalation point for complex scenarios. ▪ Facilitated executive architecture reviews and modernization workshops that accelerated cloud service adoption, building trust with customers and internal partners alike.

Principal Customer Engineering Manager - Azure Infrastructure & Security at Microsoft, Mar 2022 - May 2025 · 3 yrs 3 mos, Bangalore Urban, Karnataka, India, • Drove multi-million-dollar Azure consumption growth by leading a team of Cloud Solutions Architects who acted as trusted advisors to enterprise customers, accelerating their Azure adoption journey. • Accelerated cloud adoption, workload modernization, and security posture improvements by advocating & implementing Microsoft best practices, including the Cloud Adoption Framework, Well-Architected Reviews, Landing Zone deployments, and Security Frameworks. • Aligned stakeholders across FastTrack, Sales, Customer Success, and Product Engineering to amplify the customer voice, resolve adoption blockers, and eliminate technical impediments across the Azure ecosystem. • Go-to-Market Acceleration o Partnered with Sales & Customer Success teams to define and execute technical GTM strategies, aligning field priorities with customer adoption goals. o Launched and scaled field-wide adoption programs such as Sentinel @scale, Defender @scale, Security for OpenAI, AKS, SAP workshops, and M365 Security POCs — driving demand generation and improving field readiness. o Delivered interactive customer enablement sessions, boosting enterprise technical capability and accelerating Azure adoption timelines.

Sr. Customer Engineering Manager - Azure at Microsoft, May 2020 - Feb 2022 · 1 yr 10 mos, Bengaluru, Karnataka, India, • Built and led a high-performing, cross-functional engineering team to modernize Azure support by incubating and deploying the real-time chat support program for Azure products. • Partnered with platform & tooling teams to evaluate chat solutions through use cases and user testing, ran pilot programs, and iteratively improved the platform before overseeing a phased global migration. • Collaborated with domain leaders and business owners to co-create delivery models, ensuring modernization aligned with product strategy and customer needs. • Standardized and scaled the initial program into reusable patterns, driving adoption across global delivery units. • Operationalized chat support as the default frontline channel, improving accessibility and customer experience at scale. • Served as a trusted advisor to domain teams, guiding prioritization and execution of modernization initiatives while fostering innovation and continuous improvement. • Developed strategic roadmaps and release readiness programs to ensure new Azure products, platforms, and solutions were launch-ready with integrated chat support.

CSA Manager at Microsoft, May 2019 - May 2020 · 1 yr 1 mo, In my role as a CSA Manager at Microsoft, I led the Remote Delivery Center Go-Big initiative, optimizing team operations and balancing customer satisfaction. I oversaw a team of 30+ CSAs across Bangalore & Hyderabad, ensuring business inflow and readiness.

Delivery Project Executive at IBM, Feb 2010 - Jul 2014 · 4 yrs 6 mos, Bengaluru, Karnataka, India

Service Delivery Manager – SMB Web Hosting at Navisite, Mar 2009 - Sep 2009 · 7 mos, Gurugram, Haryana, India

Service Delivery Manager at HCL Technologies (Infrastructure Services Division), Jul 2007 - Jan 2009 · 1 yr 7 mos

Education

Yoga Shiromani, Yoga Teacher Training/Yoga Therapy, The International Sivananda Yoga Vedanta Centres

Executive Programme in Strategic Operations Management & Supply Chain Analytics, Strategic Operations Management & Supply Chain Analytics, Indian Institute of Management, Lucknow