Apr 2022 – Oct 2024 · 2 yrs 6 mos · Bengaluru, Karnataka, India · Remote

• Service Innovation: Played a pivotal role in launching a new AWS security service, earning leadership commendations & improving customer satisfaction.
• Team Mentorship: Mentored 50+ senior engineers and new managers, strengthening
• engagement across employee lifecycle & embedding a culture of growth & accountability.
• Performance Optimization: Directed performance evaluations and action plans,
• achieving a 0% attrition rate over two years and fostering a high-performance culture.
• Service Ownership: Owned AWS security services end-to-end, ensuring seamless bug
• fixes, feature launches, and improvements via collaboration with R&D, engineering, and
• service transition teams.
• Cross-Functional Leadership: Guided cross-team projects and production issue
• resolution, driving operational enhancements and improved customer satisfaction.

May 2020 – Apr 2022 · 1 yr 11 mos · Chandigarh, India

• During my tenure as Senior Manager – Cloud Operations at Zscaler,
• Expanded team from 12 to 45 engineers (including 4 managers), achieving a 98% retention rate, by strategically hiring, mentoring, and coaching, which significantly enhanced our service delivery and operational scale.
• I led cross-functional teams to resolve production issues and drive service improvement initiatives, consistently achieving 100% customer satisfaction.
• Additionally, I actively participated in Change Advisory Board (CAB) meetings, ensuring high security and manageability standards were maintained and effectively communicated to customers.
• I also played a key role in orchestrating a major product upgrade with minimal service disruption, maintaining strong customer trust throughout the process.
• I designed and launched a comprehensive training program that upskilled team members and enhanced operational efficiency, fostering a collaborative, high-performance culture within the organization.

Jan 2020 – May 2020 · 4 mos

• At Manhattan Associates, during my tenure as Senior Manager - Cloud Operations Center
• I implemented incident and change management policies from scratch, ensuring full compliance with SaaS industry standards and best practices.
• Built a 30-member Cloud Ops team, ensuring 100% adherence to operational protocols.By closely monitoring KPIs, I identified areas for improvement, helping to optimize service delivery across the team
• Developed incident & change management policies from scratch, driving SOC-2 Type II certification success.
• Enhanced service delivery by tracking KPIs and optimizing operational processes.
• Recognized by senior leadership for outstanding performance in managing global cloud operations. I played a key role in managing product and security incidents, tracking performance metrics, and driving continuous improvements in response times to enhance service quality.
• Additionally, I contributed to a successful SOC-2 Type II audit, delivering the required evidence for incident and change management practices as well as data disposal and retention protocols.
• My leadership and contributions were recognized by senior leadership with commendations for my outstanding performance in managing cloud operations.

Feb 2018 – Dec 2019 · 1 yr 10 mos

• Handling the incidence response time, incidence resolution time, metric capturing and reporting of a complex cloud based SaaS operations.
• Responsible for coaching, mentoring, and overall development / Growth of the team.
• Handling escalation and provide technical leadership to team as necessary.
• Build and leverage effective relationships with stakeholders to drive results.
• Estimate , schedule and plan coverage to support the customers 24*7*365.
• Monitor and report against effective KPI’s to drive continuous improvement.
• Develop processes and procedures to effectively evaluate issues with the system, communicate status to stake holders, and resolve them in a timely manner.
• Responsible for driving and maintaining industry standard SLA’s for incidence response time and resolution time.
• Handling the Problem Management practise within the company to derive Root cause and permanent fix, to minimise the customer impact.
• Responsible for Major Incident Lifecycle Management including the communication to stakeholders.

Jun 2013 – Feb 2018 · 4 yrs 8 mos

•  Technical Project Manager with experience in project life cycles, planning, executing, controlling and closing projects in Enterprise IT Implementation / Transformation, DC Build/Migrations, scaling up, Customer On boarding and System Integrations to generate business value, Revenue and delighting stakeholders.
•  provide project life cycle leadership over IT implementation / Transformations s and Migration Project for Customer around the Globe.
•  Lead/Mentor the team of 15 talented intellects to achieve all operational /
• Project Goals within the stipulated time lines.
•  Effective Technical Lead with a proven record of accomplishment to establish and maintain strong working relationships with key Stakeholders (internals, partners and customer personnel) to work effectively and drive towards business results.
•  Strong understanding of security solutions design and deployment with the ability to Participate and Lead complex technical problems, highly motivated and passionate to learn new technologies rapidly.

Sep 2008 – Jun 2013 · 4 yrs 9 mos

• : Responsible to lead, mentor and cross train shift engineers in several technologies and maintain the ticketing system and mail queue for operational efficiency. Lead and co-ordinates global shifts and exchange handoff between various global leads and shifts engineers effectively. Participate on all Internal / External discussion pertaining to Client on boarding / solution provisioning and migrations.
• > Subject Matter Expert (SME) for planning the Implementation, Configuration ,Base lining, Auditing, Upgrading and deploying Firewall/VPN/ Bluecoat Packet Shapers and Juniper SSL VPN Devices and new security projects for large enterprise customers with Managed Security Services (MSS) standards , log monitoring and event correlation capability using the IPsoft proprietary Platform “IPCenter”.
• > Experience in attending escalated Level 3 troubleshooting calls with various Stakeholders and vendors to resolve sophisticated technical issues and to ensure RCA document is prepared and reviewed and Distributed to customer satisfaction for mitigating future business impacts
• > Project Management – Responsible for Initiating, Planning, Executing and closing - Lifecycle upgrades and technology migrations projects for customers with a great focus towards Cost, Time and Scope.
• > Change Management - Managing and monitoring of Firewall/VPN devices such as Cisco, Juniper and Checkpoint. This includes creating RFC (Request for change), participating in Change Advisory Board (CAB) meetings, implementation and validation.
• > Incident Management - To resolve high severity incident during the shift and notifying technical, business impact status to internal stakeholders and client teams on behalf of Managed Security Service Team, Responsible to update the details about the Incident in ticketing system and manage the overall execution of workaround to the incident within Service Level Agreement (SLA).
• > Risk & Problem Management – Proactive and reactive aspec

Sep 2006 – Sep 2008 · 2 yrs · New Delhi Area, India

• Working as a Member of the Network Team, Managing the escalation
• for different customers.