Jul 2021 – Feb 2026 · 4 yrs 7 mos · Bangalore, India · On-site

• Citrix merged with TIBCO Software under the newly formed Cloud Software Group following the completion of acquisition by Vista Equity Partners and Evergreen Coast Capital Corp on September 30, 2022.
• I lead the Citrix Global Support Engineering teams including Frontline Support, Advanced Support (Escalation Engineering), TAM, CritSit, and DevAnalysis spread across US, Costa Rica, Dublin, India and China.
• Objectives in role:
• Ensure Enterprise level Customer Satisfaction and Operational Excellence, supporting Sales and GTM strategies
• Collaborate with Engineering, Product management, ATS teams to drive Customer Success
• Drive enhanced customer experience and efficiencies in Support through partnership with Engineering on AI-related initiatives
• Develop leadership and management talent, drive high employee engagement

Oct 2019 – Jun 2021 · 1 yr 8 mos · Bangalore Urban, Karnataka, India · On-site

• July 20-June 21
• Site Leader for the 4000+ member Cisco India CX Center Organization, spanning Professional Services (Consulting), Managed Services, and Technical Support functions. Provided Governance and direction for People policies & Practices for the CX teams liaising with Country leaders across Sales, Services & Engineering
• Led the Covid Response task-force across APJC CX Centers covering India, China, Japan and Australia. The team worked closely with HR, Legal and Operations to respond to the unprecedented and highly ambiguous situation, keeping mindful of People, Customer, and Business imperatives
• Led the 1200+ member Cisco India Support Services (TAC) Organization, providing Technical Support to customers in APJC, Americas and Europe. Responsible for driving organizational objectives around Customer Satisfaction, Profitable Growth and People Engagement. The team consists of highly skilled backbone/escalation engineers across multiple technology areas.
• Oct 19-June 20
• Led Cisco CX teams (Professional Services & Support Services) in APJC for Cisco's Collaboration suite of products, supporting delivery teams of highly accomplished and experienced engineers spread across Bangalore, Sydney, Tokyo & Dalian

Oct 2014 – Sep 2019 · 4 yrs 11 mos · Bangalore, India

• Led Tech Support teams providing leadership and operational direction for Citrix global operations across Americas, EMEA, and APAC based out of Bangalore.
• Highlights/ Key Deliverables:
• Support-Engineering Collaboration: Drove synergies between Support and Engineering through multiple programs (Job rotations, PM Day, LCM Day) resulting in faster resolution and increased Customer Satisfaction
• Organization Development: Succession Planning for critical roles – Incubation programs for roles in Leadership, Management, Tech Leads, Dev Analysis, Escalation. Ran structured programs to develop individuals for roles, meeting critical Org needs as well as addressing career aspirations of staff

Oct 2009 – Feb 2012 · 2 yrs 4 mos

Oct 2008 – Sep 2009 · 11 mos

Jun 2006 – Sep 2014 · 8 yrs 3 mos

• Responsibilities:
• Board Member, Avaya India & India Services Site Leader. Led the India Services Leadership Council representing the 500+ member Services organization to the Avaya India Board
• Director, Global Support Services – Accountable for providing Tier-3 Technical Support to Business Partners and customers globally
• Led Business Operations for Avaya Global Services supporting 700+ employees spread across key global Avaya Centers in US, Europe, India, China and Argentina
• Organization Development & Capability Enhancement : The India Centre achieved the TSIA Certification for Excellence in Service Operations, conducted by TSIA (Technology Services Industry Association) along with J.D. Power and Associates
• Enabled new offshore Center ramp up - Leveraged capabilities of the India Center to ramp up delivery capabilities across new delivery centers in Dalian (China) and Buenos Aires (Argentina)
• Organization Transformation initiatives - Partnered with Avaya HR and external consultants to develop strategic programs around Career Mapping, Management Development, as well as Talent Retention initiatives such as the Touchstone Program

Jun 2006 – Sep 2008 · 2 yrs 3 mos

Jun 2005 – May 2006 · 11 mos

• Responsible for global service delivery and enhancing customer satisfaction for clients of Oracle Retail customers post the acquisition of retail software companies like Retek and ProfitLogic.

Feb 2004 – May 2005 · 1 yr 3 mos

• Responsible for driving collaboration between teams across Oracle's remote Technical Support and customer-facing organizations in APAC, developing and driving soft-skills training programs and improving CSAT from the India delivery Center

Aug 2001 – Jan 2004 · 2 yrs 5 mos

• Key deliverables - Incident Management, Root Cause Analysis, Customer Satisfaction, Knowledge Management, Process Excellence

Jun 1997 – Jul 2001 · 4 yrs 1 mo

• Worked with companies like GlaxoSmithkline and Akzo Nobel in Individual Contributor roles, gaining cross-functional exposure in Finance, Sales & Marketing, Manufacturing & Logistics, etc.
• Earned valuable experience in software development at Infosys, designing and developing internet procurement applications for Ericsson
• Completed a full-time 2-year MBA course during this period, specializing in IT & Operations from MDI Gurgaon, one of India’s Top Business Schools. Campus Placement in GlaxoSmithKilne