Nov 2018 – Jan 2025 · 6 yrs 2 mos · Hyderabad, Telangana, India · On-site

• Role: Manager, Software Engineering
• Responsibilities:
• As a senior Technology and Product leader, I led enterprise-scale digital transformation initiatives and established strong cross-functional alignment across Sales, Support, Services, and Account Management to maximize product value and customer success. I provided strategic oversight in shaping product direction by deeply understanding business needs, refining product requirements, and translating them into clear engineering roadmaps and execution plans.
• I directed the Agile transformation across multiple global product teams, institutionalizing Agile frameworks, elevating delivery governance, and strengthening engineering rigor. By collaborating closely with Development and QA leadership, I enhanced quality engineering practices, improved test strategy maturity, and ensured the delivery of secure, high-performing, and customer-centric releases.
• I served as a senior escalation leader and customer champion, driving high-impact solutions, influencing product improvements, and reinforcing customer trust across complex engagements.
• Key Leadership Impact:
• Transformed business user experience by 50% through UI modernization and workflow simplification.
• Drove 95%+ customer satisfaction through proactive stakeholder management, rapid escalation resolution, and customer-centric delivery practices.
• Led enterprise-level Agile adoption across multiple product lines, accelerating digital transformation, improving predictability, and strengthening organizational delivery maturity.

Jan 2004 – Oct 2018 · 14 yrs 9 mos · Hyderabad, Telangana, India · On-site

• 2004 - 2008
• Role: QA Lead
• Responsibilities:
• Rampup of Hyderabad QA team through effective transitions from global counterparts.
• Outcomes:
• Setup QA team capable of performing the validation of NSM including NFR like Performance, Localization, I18N testing.
• 2008 – 2018
• Role: QA Lead / Manager, Software Engineering
• Responsibilities (Automation, Digital Transformation & Agile Leadership)
• Directed automation-driven product transformation for the SDM platform, ensuring high-quality releases while accelerating delivery cycles and reducing manual dependencies.
• Led the digital modernization of the India team by transitioning critical knowledge from global teams and establishing a high-performing engineering and automation capability.
• Headed the global Engineering Customer Support organization for the CA Service Management suite, leveraging automation, tooling, and data-driven insights to enhance customer experience and operational efficiency.
• Learned and adopted Agile methodologies as part of the transformation journey, applying these practices within my team and providing guidance to help others adapt, improve collaboration, and enhance delivery efficiency.
• Key Outcomes & Transformation Impact
• Drove automation-led reduction in TCO by implementing a unified installer that auto-integrated Service Management components, accelerating deployment and reducing configuration effort. Enabled predictable upgrades through the Upgrade Factory automation tool and customer-ready upgrade cookbooks.
• Advanced digital user experience by modernizing the analyst UI using a contemporary technology stack, significantly improving usability and aligning the product with modern digital workflows.
• Strengthened customer trust by resolving major escalations through root-cause analysis, automation of recurring issues, and targeted product fixes—improving perception and adoption.
• Increased team-wide Agile adoption through ongoing coaching and reinforcement of Agile practices.

Jul 1997 – Jan 2004 · 6 yrs 6 mos · Hyderabad, Telangana, India · On-site

• During my tenure at Satyam Computer Services Ltd in Hyderabad, I contributed to critical telecom engineering initiatives, including the development of mobile billing platforms, IVR-enabled call management solutions, and early MMS capabilities. I played a key role in processing high-volume CDRs to ensure accurate and reliable mobile billing, while also integrating incoming call flows with IVR systems to enhance customer experience and operational efficiency.
• In addition to development responsibilities, I supported QA initiatives by validating diverse mobile handsets using Base Station simulators, ensuring device compatibility, performance reliability, and seamless service delivery across networks.