Feb 2021 – Aug 2025 · 4 yrs 6 mos · Bengaluru, Karnataka, India

• Led the ideation and development of foundational AI capabilities in JSM like similar incidents, alert clustering, Issue summaries and the first ever Atlassian Intelligence feature Virtual Agent Smart Answers.
• Collaborated with several other teams in JSM and Central AI to efficiently develop many AI features in JSM like AI Answers across various channels (Web Help Center, Email, Slack, MS Teams, Widget), Topic Gap suggestions, Sentiment Analysis, AI triage, Request form suggestions, follow-up questions, KB Gap suggestions.
• Setup continuous evaluation and improvement processes for every aspect of Retrieval Augmented Generation pipeline, achieving Industry leading accuracy for RAG systems.
• Supported innovation across Atlassian by providing vectorisation as a service with various embedding models.
• Optimized the JSM issue vector store infrastructure, saving $500,000 in annual cloud costs.
• Hired and mentored a full-stack team of 14 ML Engineers and Software Engineers as direct people manager.
• Nurtured a culture of innovation, lean startup, team work, constructive feedback, learning, growth and business impact. Team had highest number of patents of all teams across JSM and possibly Atlassian with 30 patents.
• Innovated and patented Agent AI capability of learning from past tickets to suggest responses and next actions on Helpseeker requests.
• Strived for operational excellence by taking production capabilities to 99.99% Reliability and 99.9% Performance SLOs.
• Navigated organisational and strategic ambiguity through AI thought leadership and Innovation, filing several patents personally.
• Thought leader in defining the four foundational phases of JSM AI Ops: Detect, Investigate, Resolve, and Improve.
• Actively contributed as Major incident Manager for Jira and JSM managing many major incidents including sev0.
• Partnered closely with campus recruitment team to hire 120 grads and 150 interns for 2022 batch.

Oct 2017 – Feb 2021 · 3 yrs 4 mos · Bengaluru, Karnataka, India

• Led the design and development of virtual agent experiences for major clients like Amazon, ETS, and Walmart.
• Conducted over 200 engineering interviews, enhancing team capabilities and talent acquisition.
• Developed a distributed domain scraper and a recommendation engine, improving content ingestion and user engagement.
• Spearheaded the creation of a full-stack product enabling seamless human-agent interactions, increasing operational efficiency.

Aug 2017 – Oct 2017 · 2 mos · Gurugram, Haryana, India

• Built a scalable celery based distributed platform to process long running user initiated analysis tasks.

Nov 2016 – Jul 2017 · 8 mos · Gurugram, Haryana, India

• Built a multi step data science pipeline in python, combining the work from various data scientists and marketing scientists, reducing the manual steps required for marketing attribution analysis.

Feb 2015 – Jun 2016 · 1 yr 4 mos · Greater Kolkata Area

• Spearheaded the agile development of an online platform for bank repossessed asset auctions, leading a team of interns.
• Negotiated a significant contract with a non-banking financial company for the disposal of assets valued at $23 million.
• Collaborated with MBA students to refine and execute a comprehensive marketing strategy, enhancing brand visibility.
• Provided software consulting across diverse sectors, including Healthcare, IoT, SaaS, and MIS projects.

Jul 2011 – Feb 2015 · 3 yrs 7 mos · Greater Hyderabad Area

• Spearheaded change management initiatives, resolving critical SaaS issues and enhancing uptime from 80% to 99.9% for major clients like Schneider Electric and Boeing.
• Developed automated testing scripts that reduced manual effort by 95%, optimizing operational efficiency.
• Streamlined customer downtime planning by 20%, ensuring minimal disruption to services.