Sep 2023 – Aug 2025 · 1 yr 11 mos · Bengaluru, Karnataka, India

• Led high-impact initiatives in Jira Service Management (JSM), focused on ITSM and ESM transforming IT support through AI, and knowledge-driven self-service. My work spans both cutting-edge innovation and foundational systems that power intelligent service management experiences.
• Highlights:
• Spearheaded the 0→1 development of JSM’s Virtual Agent, a GenAI-powered conversational assistant that redefined how users get help. Designed and launched a system that leverages large language models (LLMs) to interpret intent, fetch relevant answers, and take action — increasing self-service resolution rates by 4×.
• Built 0 to 1 development of knowledge base in JSM and own the product strategy for the Knowledge Base module, a core pillar of JSM that powers AI-led conversational self-service. The Knowledge Base acts as the source of truth for LLMs, ensuring responses are grounded, accurate, and relevant.
• Drove integration between Confluence, JSM, and Atlassian Intelligence, making knowledge seamlessly accessible at the point of need — whether in a help center, chat, email or Slack.
• Responsibilities:
• Defining the long-term product vision and roadmap for the Knowledge Base, aligned with JSM’s broader strategy to deliver intelligent, scalable service experiences.
• Identifying and prioritizing opportunities to make knowledge easier to create, structure, and surface — both manually and via AI.
• Collaborated with engineering, design, and data science to prioritize and ship features that improve knowledge authoring, content discovery, and machine-readability.
• Driving cross-functional execution with design, engineering, research, and GTM teams to deliver high-quality outcomes at scale.
• Analyzing customer behavior, feedback, and product usage to inform decisions and continuously improve the experience.
• Advocating for customers by ensuring the knowledge experience meets the evolving needs of both help seekers and agents.

Apr 2020 – Aug 2025 · 5 yrs 4 mos · Bengaluru, Karnataka, India

Jun 2016 – Mar 2020 · 3 yrs 9 mos · Chennai Area, India

Jan 2015 – Mar 2016 · 1 yr 2 mos · Chennai Area, India

• During this period, my team built chat and other tools to increase the productivity of the operation teams - Supply, Sales and Customer fulfillment.

Apr 2013 – Dec 2014 · 1 yr 8 mos · Chennai Area, India

• I was identified as a potential Product Manager by the CEO and was given this opportunity. During this period I worked on 3 products and built a wonderful team.
• Achievements:
• >> Developed and implemented a search engine for Sulekha from scratch
• >> Achieved 70% Click-through-rate in search suggestions
• >> Increased efficiency of Search across Sulekha from 55% to 85%
• >> Reduced reliability on Google site search and cut cost by 80%
• >> Identified and partnered with WEGO and OMG media as revenue stream for Sulekha Travel
• >> Streamlined reports and metrics required to measure and increase member engagement in the community platform. Travel online community was the most active

Jun 2012 – Apr 2013 · 10 mos · Chennai Area, India

• Sulekha Travel (travel.sulekha.com)
• >> Ideation, user scenario, wireframe, specs (PRD)
• >> Identifyied various avenues and partnerships to increase revenue
• >> Leverage on high traffic pages to increase revenue
• >> Bring merchants on-board the Sulekha Bazar, Travel community
• Community Platform - data Analysis, ideation, user scenario, wireframe, specs (PRD)

Mar 2012 – Jul 2012 · 4 mos · Chennai Area, India

• Sr. Marketing Manager – Social Media and Online Marketing
• I take care of the digital marketing campaigns and social media for the 12 verticals in Sulekha.
• Digital/Online Marketing
• This involves creating strategy for various verticals, negotiating with the ad-network and co-ordinating with the respective product teams to get the campaigns up and running.
• I have successfully run and managed CPL, CPM and barter campaigns with various networks.
• This also involves conceptualizing ad banners, e-mailers and other creatives.
• I have extensive experience in Google Analytics.
• Social Media
• This involves coming up with fan engagement strategies, working with facebook ads and engaging users through twitter.
• I use and am well-versed Hootsuite PRO for collaborating, monitoring and engaging on twitter. Believe me, ROI is great!

Apr 2008 – Feb 2012 · 3 yrs 10 mos · Chennai Area, India

• Wonderful culture and an amazing launchpad for my career in the tech industry. Opened my eyes to what technology is all about and what it is capable of doing. My key responsibility as Marketing Analyst was to generate leads and provide user feedback to the tech team for a specific Network Bandwidth Monitoring software.
• Achievements:
• >> Some of the lead generation techniques introduced by me were emulated across the company (Evaluator Guide, Next Steps, Social Media) which increased leads by 20%
• >> SEO - critical 40 keywords reached the first two pages in Google search (most of them in the first page) by optimizing existing and creating new content
• >> Data analysis of Adwords spending helped to reduce the Adwords spending by 20%
• Role:
• >> Product placement and pricing
• >> Competitor analysis
• >> Product presentations to Analysts(Gartner, Forrester)/resellers/vendors
• >> Create content (white papers, case studies, blogs and website content)
• >> Search Engine Optimization
• >> Search Engine Marketing (Adwords)
• >> Created marketing collaterals

Jul 2006 – Mar 2008 · 1 yr 8 mos

• ELGI is the largest and most integrated manufacturer of air compressors in India offering the widest range in Reciprocating and Energy Efficient Rotary Screw Air compressors
• I joined ELGI as a Graduate Engineer Trainee, after six months of training I took up a role as a Business development engineer, during this time I did a couple of projects on identifying customer needs for the Automotive and Compressor division.
• >> Designed and launched new products as per Original Equipment Manufacturer’s (OEM) requirements
• >> Single point of contact for key OEM clients
• >> Capturing the Voice of the Customer (VOC)
• >> Produced marketing collaterals