Apr 2025 – Nov 2025 · 7 mos

• Stepping away from corporate life to grieve the loss of a loved one, to move on from memories of hospitals, pain and sorrow to memories of laughter, great adventures with them and a lifetime of love. Taking the time to slow down, live life a little - build our new home, eat healthier and once again revisit my love for reading.
• Once I read a quote from Plato “In order to seek one’s own direction, one must simplify the mechanics of ordinary, everyday life.” Having found my peace, I look forward to my next adventure.

Oct 2020 – Mar 2025 · 4 yrs 5 mos

• Team Leadership: Built and expanded the India Cloud Growth DevOpsIT team, including senior engineers, support engineers, and recent graduates, ensuring a seamless transition of support operations to India.
• Operational Excellence: Successfully led EMEA Cloud Growth DevOpsIT operations, consistently meeting key business metrics quarter-over-quarter (QoQ).
• Reporting & Communication: Created and managed weekly reports and MBR/QBR presentations at the Director level, ensuring timely and accurate information delivery.
• Onboarding & Development: Oversaw manager onboarding and engineer transitions, fostering a culture of agility and self-sufficiency. Developed a leadership pipeline, including coaching senior engineers and support staff for growth and promotions.
• Innovation & Efficiency: Cultivated a culture of innovation, leading to task automation and the development of an analytics dashboard that improved team efficiency.
• Recognition & Collaboration: Organized business unit -wide event promoting inter-team collaboration, which enhanced engineer development and operational excellence. Pioneered a recognition program adopted by the wider organization.
• Advocacy & Representation: Hosted Atlassian Tech Talks and new manager onboarding sessions. Featured in Youstory for contributions to women in tech.

Mar 2019 – Sep 2020 · 1 yr 6 mos

Jun 2018 – Feb 2019 · 8 mos

Mar 2017 – Nov 2017 · 8 mos

Feb 2015 – Oct 2016 · 1 yr 8 mos

Aug 2011 – Jun 2014 · 2 yrs 10 mos · Bengaluru Area, India

• Established and ensured adoption of ITIL structured Support Processes and KPIs. Further enhanced Support Processes by working extensively with Delivery Leads and Service Product Managers
• Implemented processes for supporting customers with overlapping Cisco services
• Achieved high level of service support by working effectively with Tech Leads, Engineers and various cross functional team
• Resolved customer escalations effectively
• Recognized for development of a hardware migration strategy for one of the largest ISPs in ANZ
• Worked closely with Vendors to carry out recruitment & training of Engineers and Program Managers. This included conducting workshops with Service Product Managers and Engineering to address any non-technical and technical gaps regarding the services
• Reported on team KPIs to management and proposed actions required to improve team performance
• Mentored Engineers and Program Managers placed globally to ensure high level of service
• Worked with various teams to conduct technical and non-technical sessions on tools and services supported
• Represented Support at the CSTG Road Show in Australia – November 2012

Dec 2007 – Feb 2010 · 2 yrs 2 mos · Auckland, New Zealand

• Supported & maintained client’s UNIX based Accounting system and Windows 2003 Server environment
• Involved in the roll out of an in house delivery management system and upgrades to the accounting system
• Promoted to Team Lead within a short time of joining the company
• Providing and coordinating training of team members
• Documenting procedures and updating the knowledge base
• Effectively monitored and reported on Service Level Agreements (SLAs) to management
• Liaised with third party providers for upgrade of client VoIP systems and related problem management

Mar 2006 – Nov 2007 · 1 yr 8 mos · Auckland, New Zealand

• Consistently awarded for above par technical support
• Recognized by management for effective resolution of client escalations
• Promoted to senior executive within a year
• Monitored on team KPIs and mentored team members to improve both technical and soft skills
• Contributed to team knowledge base