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Swati Sharma

Product & Content Leader – Core Payments, AI & Narrative Design

Bengaluru

10+ years of work experience

Mastercard
Jan 202610 mosPresent

Avalara
Oct 20214 yrs 3 mosDec 2025

Remote

• Spearheaded AI-driven support optimization, reducing support ticket ratios through content refreshes and user feedback analysis. • Played a pivotal role in the DITA content migration team, enhancing documentation scalability and searchability. • Managed AI content workflows, ensuring technical accuracy and brand alignment for all documentation outputs. • Authored comprehensive installation guides and help manuals, synchronizing with product releases for seamless onboarding.
Ericsson
Jun 20192 yrs 4 mosSep 2021

Gurgaon, India

• Led a team of technical writers as Scrum Master, facilitating sprint planning and retrospectives. • Developed comprehensive documentation for Ericsson Charging products, including Containers and AI/ML from scratch. • Maintained Kanban boards to ensure timely deliverables and collaborated closely with technical teams for accurate documentation.
Oct 20162 yrs 7 mosApr 2019

• Developed comprehensive product documentation, including User and Installation Guides, utilizing a Content Management System (CMS). • Collaborated with cross-functional teams through Kanban meetings and daily stand-ups to enhance product understanding. • Conducted interviews with Business Analysts, Developers, and Testers to gather software requirements and improve documentation quality.
Delhivery Pvt Ltd
Dec 201511 mosOct 2016

Gurugram, Haryana, India

• Pioneered the role of Product Content Strategist at Delhivery Pvt Ltd, focusing on documentation infrastructure. • Conducted a thorough audit of documentation needs, selecting Adobe RoboHelp and Snagit as key tools. • Developed the first User Guide and Help system for "Godam," setting documentation standards across the product ecosystem. • Created tailored tutorials for warehouse staff, simplifying complex software instructions for better accessibility.

Swati’s AI Stack

claude code
claude code
claude
claude
gemini
gemini
github copilot
github copilot
githubcopilot
githubcopilot
Microsoft Copilot
Microsoft Copilot

Education

Banasthali Vidyapith

Master of Computer Applications (MCA), Computer Science

Banasthali Vidyapith

University of Rajasthan

Bachelor of Computer Applications

University of Rajasthan

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Headline

Product & Content Leader – Core Payments, AI & Narrative Design

About

I am a Product manager and strategist with over 11 years of experience sitting at the intersection of engineering, product, and the end-user. My career has been dedicated to making complex technology accessible, with a specialized focus on API Documentation, Generative AI, Docs-as-Code, and DITA architecture. I advocate for the user experience. I understand the lifecycle of a product from ideation to launch. I excel at translating high-level business requirements into technical reality while ensuring the "User-Centered Design" is never lost in translation.

Location

Bengaluru

AI stack

claude code

claude

gemini

github copilot

githubcopilot

Microsoft Copilot

Work experience

Manager Product Management - Core Payments at Mastercard, Jan 2026 - Present · 10 mos

Product SME & Content Strategist at Avalara, Oct 2021 - Dec 2025 · 4 yrs 3 mos, Remote, • Spearheaded AI-driven support optimization, reducing support ticket ratios through content refreshes and user feedback analysis. • Played a pivotal role in the DITA content migration team, enhancing documentation scalability and searchability. • Managed AI content workflows, ensuring technical accuracy and brand alignment for all documentation outputs. • Authored comprehensive installation guides and help manuals, synchronizing with product releases for seamless onboarding.

Customer Product Information Strategist at Ericsson, Jun 2019 - Sep 2021 · 2 yrs 4 mos, Gurgaon, India, • Led a team of technical writers as Scrum Master, facilitating sprint planning and retrospectives. • Developed comprehensive documentation for Ericsson Charging products, including Containers and AI/ML from scratch. • Maintained Kanban boards to ensure timely deliverables and collaborated closely with technical teams for accurate documentation.

Senior Technical Writer at GlobalLogic ( Consultant at Ericsson ), Oct 2016 - Apr 2019 · 2 yrs 7 mos, • Developed comprehensive product documentation, including User and Installation Guides, utilizing a Content Management System (CMS). • Collaborated with cross-functional teams through Kanban meetings and daily stand-ups to enhance product understanding. • Conducted interviews with Business Analysts, Developers, and Testers to gather software requirements and improve documentation quality.

Product Content Strategist at Delhivery Pvt Ltd, Dec 2015 - Oct 2016 · 11 mos, Gurugram, Haryana, India, • Pioneered the role of Product Content Strategist at Delhivery Pvt Ltd, focusing on documentation infrastructure. • Conducted a thorough audit of documentation needs, selecting Adobe RoboHelp and Snagit as key tools. • Developed the first User Guide and Help system for "Godam," setting documentation standards across the product ecosystem. • Created tailored tutorials for warehouse staff, simplifying complex software instructions for better accessibility.

Education

Master of Computer Applications (MCA), Computer Science, Banasthali Vidyapith

Bachelor of Computer Applications, University of Rajasthan