Headline

Senior Technology Operations Leader | NaaS, SOC & Support Engineering | AI-enabled, self-healing ops & CSI-led transformation | Scaling teams, cutting noise, improving stability

About

AI-augmented operations leader | CSI and problem management specialist | Autonomous network & support operations I’ve spent 22+ years going from L1 support to senior manager at HPE Aruba Networking, building and running operations that don’t just keep the lights on, but get quieter, cheaper, and more reliable over time. My core strength is operational design: using problem management, CSI, and automation to turn noisy, ad‑hoc environments into stable, self‑healing systems. Recent work includes a 20-40% workload reduction within 6 months, bringing site‑level stability to under 1 case per site per year, and a multi‑year CSI programme that avoided multi‑million‑dollar costs while the team scaled from 12 to 100+. Increasingly, I’m augmenting this with AI. I’ve modelled 2M+ tickets to standardise staffing, implemented automation that eliminates 40-50% of alert and ticket noise, and am now experimenting with agentic‑AI assistance for root‑cause analysis and “AI audits” on stubborn recurring alerts - pushing more work into autonomous resolution rather than manual triage. What I’m good at - Designing better operations: building run‑models, FTE sizing, and CSI programmes that cut incidents by up to 90%, handle edge cases predictably, and prevent problems instead of staffing around them. - Leading cross‑functional teams: 100+ people led across NaaS, L1/L2 support, SOC, and reliability engineering, often in first‑of‑its‑kind initiatives (first NaaS delivery, first Bangalore SOC, first large NaaS CSI / Network Reliability Engineering program etc.). - Making data useful: turning raw tickets, alerts, and dashboards into decisions - where to automate, where to change process, and where to redesign the underlying system. Credentials include Lean Six Sigma Black Belt, ITILv5, PRINCE2 / PRINCE2‑Agile, and Advanced Certified Scrum Master, but my value is in applying these frameworks pragmatically: choosing the smallest set of tools that moves the metric and sticks with the team. I’m most engaged when I’m working with Product, Engineering, and Service Delivery leaders to redesign how work flows through an organisation - getting different functions to act as one coherent system, so engineers spend less time firefighting, customers see fewer incidents, and AI and automation quietly take over the boring, repeatable tasks.

Location

India

AI stack

anthropic apis

claude

github copilot

langchain

langfuse

langgraph

Work experience

Senior Manager: Engineering at HPE Aruba Networking, May 2023 - Present · 3 yrs 4 mos, Hybrid, • Leading an 18-member engineering services team across NRE, production support, and BI reporting. • Deep expertise in problem management, CSI, & operational design for large technical support orgs. • Own Network Reliability Engineering function to maintain self-healing and reliable infrastructures of NaaS Clients through a 5-engineer team. • Achieved 20-40% workload reduction and ~USD 400k projected FY26 savings in NOC. • Automated 80% of change checks and 25 onboarding audits; reduced effort by 84%. • Introduced config-drift checks and multi-site issue detection to improve stability and coordination. • Automated ~80 recurring reports into live Power BI/NXP, cutting manual effort 60-70%. • Built ~22 dashboards + BYOD widgets, enabling self-service views for 17+ accounts and 250k+ devices. • Running production support for core tools (AWS, ServiceNow, NXP, Kafka), Access management, and Outage Communication.

Engineering Manager at HPE Aruba Networking, Aug 2022 - May 2023 · 10 mos, Bengaluru, Karnataka, India

Service Delivery Manager (Managed Security) at Hewlett Packard Enterprise, Nov 2019 - Jul 2022 · 2 yrs 9 mos, Bengaluru, Karnataka, India, • 23-analyst Managed Security team built and led as HPE’s first Bangalore-based SOC. • 8 enterprise customers supported with 24×7 managed security services, including a Fortune 30. • SOC operations delivered for security incident monitoring on Elastic (Elasticsearch, Logstash, Kibana), Ticketing and workflow management (ServiceNow), Vulnerability assessment & IAM (Rapid7, Qualys, PMP/PAM360, CyberArk & Iraje). • Endpoint security tooling support coordinated across Trend Micro, Symantec, and McAfee platforms. • Used escalation/problem management + customer feedback, to eliminate noisy, recurring issues in managed security services

Service Delivery Manager (Problem Management and CSI) at Hewlett Packard Enterprise, Nov 2016 - Jun 2022 · 5 yrs 8 mos, Bengaluru Area, India, • Led problem management and CSI for HPE’s first large-scale NaaS delivery from Bangalore. • Managed flagship NaaS account with ~14,000 sites and ~100,000 network devices. • Built and led an 8 specialist engineers’ team to stabilize a severely escalated account. • Ran a 24×7 war-room operation to restore service stability and customer trust. • Delivered ~90% reduction in incidents/tickets over three years for the flagship NaaS account. • Generated ~ 4.6M USD cost savings, reinvested into stability, training, and building multi-tech skills. • Established a reactive problem-management model using ticket patterns to drive permanent fixes. • Applied this playbook and LSSBB tools across non-NaaS accounts for workload reduction.

Cross-Functional Architect at Hewlett Packard Enterprise, Mar 2015 - Oct 2016 · 1 yr 8 mos, GSD-CSC TS Consulting, Technology Services (Enterprise Group), BANGALORE India, • Supported multiple major / global accounts, coordinating cross-tower enterprise IT solutions. • Led customer workshops with presales, turning business needs into IT transformation options. • Coordinated domain architects across OS, servers, storage, networking, licensing, and virtualization. • Designed Day 1/Day 2 run models, sizing steady-state FTE and support structures. • Fed operational cost, FTE, and risk insights into business cases for proposed solutions. • Acted as generalist “glue” between sales, presales, and delivery to keep solutions operable.

Manager - IT Infrastructure at Brigade Corporation, Jan 2009 - Sep 2010 · 1 yr 9 mos, Greater Hyderabad Area, • Managed a 20-engineer IT infrastructure team (30+ servers, 1,000+ desktops, 2 datacenters across India/US), cutting IT spends via smarter licensing and utilisation. Won Best Performing Manager (2009)

Solutions Operations - PreSales Technical at EMC, Mar 2008 - Jan 2009 · 11 mos, Bengaluru Area, India, • Provided technical support and presales input for EMC storage solutions & licensing.

Technical Solutions Consultant at HP, Sep 2006 - Mar 2008 · 1 yr 7 mos, Bengaluru Area, India, • Delivered tech support for complex systems (Servers, Storage, Networking) and mentored junior staff.

Education

Engineer’s Degree, Electronics & Telecommunications, University of Mumbai

Associate’s Degree, Industrial Electronics, msbte