Nov 2016 – Jan 2022 · 5 yrs 2 mos · County Dublin, Ireland

• Acted as the strategic product partner for enterprise clients in the retail and utilities sectors, embedding during implementation phases to surface repeatable, high-impact needs that influenced the standard product roadmap.
• Shaped roadmap direction by translating complex B2B/B2C scenarios into productized capabilities across catalog, pricing, promotions, and order orchestration—aligned to SAP’s headless, composable commerce architecture.
• Owned the solution narrative across SAP’s CX portfolio, ensuring seamless integration between SAP Commerce Cloud and ERP (S/4HANA), CRM, Marketing Cloud, Service Cloud, and Customer Data Management (CDM)—with attention to data models, extensibility frameworks, and security standards.
• Collaborated with a dedicated engineering pod within the product org to deliver patch-based tactical enhancements to unblock strategic customers, while refining those capabilities into future standard releases for broader adoption.
• Championed integration best practices for customers and partners, including use of RESTful APIs, event-driven messaging, and microservices-based extensions to future-proof implementations and reduce TCO.
• Drove technical enablement by creating assets that bridged product strategy with implementation feasibility—supporting partners, solution architects, and internal field teams with reference architectures and deep-dive artifacts.
• Led early adopter and beta testing programs, collaborating closely with engineering and design to incorporate customer feedback on usability, extensibility, and performance of new capabilities.
• Developed competitive and market analysis to identify whitespace and support investment decisions—especially for high-volume commerce, regulated verticals, and omni-channel use cases.
• Built strong executive relationships, regularly presenting at advisory boards, roadmap reviews, and CX leadership sessions—serving as the voice of both the customer and the field.

Jun 2016 – Sep 2016 · 3 mos · Ireland

• The primary aim of this project is on converting free text into quantitative data, providing ability to categorise reasons, risk, and opportunity levels of contacts. The suite will also help to identify repeating complaint and inquiry reasons automatically, which can be used to resolve root causes and decrease contact centre load, while increasing customer satisfaction. The programming languages and tools of my choice for this research project is R, python, Tableau.

Feb 2013 – Jul 2015 · 2 yrs 5 mos · Noida, Uttar Pradesh, India

• Member of development team focused on implementation of highly available and scalable VOIP, conferencing and messaging products.
• Created visualisations from spreadsheets exported from JIRA, containing bug logged from all live, production deployments to gain insights on a weekly and monthly basis
• Created complete automation suite for the functional test plan thereby substabtially reducing the manual efforts.
• Analysed call flows at protocol level using Wireshark and to check product compliance.
• Also responsible for interviewing trainees and impart them training during their on-boarding in the project.

Jun 2012 – Dec 2012 · 6 mos · Bangalore

• Proactive, Real time monitoring of the core MPLS cloud for outage in ipvpn or ethernet circuits.
• Analyse the impact of the network issues and assign them severity.
• Communicating the exact problem to the client and request for downtime if required, to perform intrusive testing on the circuit like Ether-jack Connection Performance Analysis (ECPA) , Bit Error Rate tests (BERT) , bandwidth testing.
• Edit and run automation scripts on the remote routers and switches and retrieve the results once the suite is executed.
• Responsible for various network performance tests (flapping log test for intermittent links ,hard and soft loop tests) , tracking the configuration errors in BGP and passing the same to design team for correction.
• Create service incidents and follow up with third party service providers (BT, Eircom,Orange Business Service) if the problem is on their part of the network.
• Co-ordinate with field engineers in real time from remote sites and advising them on the fault.
• Managing escalations with L2 team for faults not resolved within SLA or not having any clear path to resolution.
• Ownership of the faults from the time occurred till resolution providing constant feedback to clients .
• Analyse all incidents on a weekly basis of Tier -1 clients and share feedback with the incident management team and problem management team for complying to service level agreement in better ways.

Sep 2010 – Dec 2011 · 1 yr 3 mos · Pune/Pimpri-Chinchwad Area

• Collate sensor data from remote water handling systems in one of the biggest steel plant in India using SCADA and analyze them for alarms and probable physical damages in any part.
• Study the data collected on a monthly basis and suggest customer on replacement of parts and other services.