Headline

Senior Director, Engineering | Platform Reliability Engineering (SRE) & Infrastructure | AI SRE, AI RCA & AI Release Management | GCC Leadership | 99.99% Uptime at Scale

About

Senior Engineering Leader with 20+ years building and scaling Site Reliability Engineering (SRE), Infrastructure, and Global Capability Center (GCC) organizations for Fortune 500, fintech, and insurtech companies at enterprise scale. Currently leading FICO's Reliability Engineering tower (SRE, Product Support, Solutions Support). Previously built Razorpay's Technology Command Center from scratch and led a 100+ engineer production engineering org at GoDigit Insurance — repeatedly driving critical systems from ~98% to 99.99% uptime. Technical scope: Kubernetes, AWS, ArgoCD/GitOps, infrastructure-as-code, distributed systems, observability (Dynatrace, Prometheus), incident management (MTTA <1 min, MTTR 30 min). Built AI-driven SRE agents for self-healing infrastructure, AI RCA engines correlating stack traces with code, and AI release-management agents for automated code/security audits — reducing production disruptions by 70% and change failures by 60%. Earlier: built Ameriprise's Global Capability Center from inception to 150+ engineers, running $10M+ P&L and 24x7 global operations. Open to conversations on SRE/infra leadership, GCC build-outs, and applied AI in operations.

Location

Bengaluru

AI stack

claude code

deepseek

lovable

githubcopilot

Canva Magic Studio

Glean

Work experience

Senior Director, Engineering at FICO, May 2026 - Present · 5 mos, Bengaluru, Karnataka, India, My role is to lead the Platform Reliability Engineering organization spanning Site Reliability Engineering (SRE), Product Support, and Solutions Support, with accountability for the 99.99% uptime target across FICO's key products. Own OKR-setting and execution tracking across all verticals under the Reliability Engineering tower, aligning team-level goals to enterprise reliability and customer-experience priorities. Leading the rollout of AI-driven reliability capabilities — including AI SRE, AI-assisted root-cause analysis (AI RCA), and AI-powered release management — to strengthen incident response and change governance across the organization. Partnering with product, engineering, and support leadership to establish the operating model, governance framework, and team structure for a newly formed enterprise reliability function

Vice President (Head - Production Engineering) at Digit Insurance, Feb 2024 - May 2026 · 2 yrs 4 mos, Bengaluru, Karnataka, India, Leading Technology Production Engineering vertical responsible for SRE, Release Engineering, Cloud Ops, Tech Support, and Customer Engineering. Built and manage high-performing teams driving reliability, innovation, and cost optimization across all technology operations. Key Achievements: ✓ Reliability: Improved availability from 98% to 99.99% | Implemented AI SRE agents for self-healing infrastructure ✓ Cost Optimization: $6M+ annual cloud savings | 20% operational cost reduction | 50% productivity improvement ✓ Customer Impact: 40% CSAT/NPS improvement | <10% service volume reduction | 80K+ policies daily capacity ✓ AI Innovation: AI-driven incident management, intelligent RCA generation, AI Release Management agents Leadership & Scale: Managing 100+ engineers across SRE, DevOps, Release Engineering, Tech Support, and Customer Engineering teams. Driving organizational AI initiatives and transformation across infrastructure, development, and business functions.

Head - Customer Engineering at Razorpay, Jun 2021 - Feb 2024 · 2 yrs 9 mos, Bengaluru, Karnataka, India, Built the Technology Command Center for Razorpay and Product Support teams from scratch. Established end-to-end lifecycle of Incident and Problem Management. Ownership and Management of MTTA, MTTE, MTTI & MTTR SLA’s Experience managing Technical Programs. Managed and delivered multiple Technical Programs with Outcomes. Built and Managed Tech Support, TAM and Enterprise Support Teams. Accountable for high NPS and CSAT for Enterprise Customers.

Director of Technical Operations at Datavail, Nov 2019 - Jun 2021 · 1 yr 8 mos, Led shared services for 200+ enterprise customers with 200+ DBAs, managing distributed offshore-onshore delivery model ensuring high availability and performance across MS SQL estates.

Global Project Manager at Synechron, Jun 2018 - Oct 2019 · 1 yr 5 mos, Led technology operations and migrations for NCR Corporation across ATM, payments, and cards platforms including consolidation of 100+ applications post-acquisition.

Manager Technology at Ameriprise Financial Services, LLC, Sep 2012 - Jun 2018 · 5 y 9 mo, Gurgaon

Lead Software Engineer at Tata Consultacy Services, Jan 2006 - Sep 2012 · 6 y 8 mo, Gurgaon

Education

Postgraduate Degree, Computer Software Engineering, IIT Bombay

Senior Management Program, Indian Institute of Management, Kozhikode

Public links

vikrantsaini.com: https://vikrantsaini.com/