San Francisco Bay Area
I've spent 25+ years building and scaling Enterprise SaaS / CRM applications & Platforms — and helping engineering organizations grow from $10M to $300M+ ARR along the way. My career spans two of enterprise software's most influential platforms: Oracle / Siebel (CRM & PRM) & ServiceNow (ITSM / CSM / ITOM / Private Cloud) and in both I've led the full product engineering lifecycle - architecture, build, scale, compliance and AI Adoption - for platforms serving hundreds of thousands of enterprise users. Today, as Senior Director of Engineering at ServiceNow, I lead engineering initiatives across AI-powered ITOM, GenAI integration, AIOps, platform reliability, and cloud engineering at global scale, including: ▪ 55M+ Configuration Items (CIs) ▪ 99.99% platform reliability ▪ 95%+ cloud health ▪ 30M+ automations per month ▪ 600K+ enterprise users ▪ 5K+ enterprise customers Earlier, across my career at Oracle & ServiceNow, I’ve led organizations delivering large-scale SaaS modernization, cloud transformation, AI adoption, and building complex engineering features across ITSM, CSM, ITOM, CRM, and PRM platforms. → Delivered AI powered applications at enterprise scale : LLM workflows, Virtual Agents, NLU and AIOps in production → Led FedRAMP IL4/IL5 GovCloud deployments across the U.S., Singapore, and Australia → Enterprise-scale migrations involving 4M+ tickets and 1.5B+ activity records → M&A consolidation and application rationalization at Oracle scale → CRM OnDemand, Service Entitlements, Escalations, Sales Life Cycle (Lead - Opportunity - Quote - Order) automation What I care about most: building engineering cultures and SaaS platforms that compound over time. I believe modern engineering leadership is about creating operational leverage through high-performing teams, relentless automation, multi-tenant platform thinking, and AI embedded where it creates measurable customer outcomes — not AI as a feature, AI as infrastructure. What I'm looking for next: A VP or Senior Director of Engineering role at a product-led SaaS or enterprise software company where platform scale, AI adoption in SaaS / Enterprise Software, and engineering culture aren't competing priorities — they're the same mission. If you're building something at that intersection, or know someone who is, I'd welcome a conversation. 📍 San Francisco Bay Area 🔗 linkedin.com/in/ganesh-thulasiraman 📧 [email protected]
Leading Multi-Tenant Enterprise SaaS Applications, ITOM / ITSM / ITAM / CLM, and Platform Engineering across 6 global teams and 65 engineers. Accountability spans product engineering delivery, P&L ownership, AI adoption, FedRAMP GovCloud compliance, and SRE reliability at enterprise scale. • Delivered AI-powered ITOM at scale — 55+ Million CIs & Certificates across 160 PODs, 30M+ automations per month & 340K+ Alerts per month & 95%+ cloud health. • Integrated AIOps & LLM-powered workflows and automation into SaaS applications for enhanced customer service. • Established Site Reliability Engineering practices and optimized computing requirements from >65% to <30%, achieving 99.99% reliability while scaling at 22% YoY. • Rearchitected the integration framework and reduced the infra requirement by 70% from >400 Servers to < 170 Servers. • Increased the release velocity of Orchestration Framework by 300% (from 12 to 36 releases per year) • Cultural transformation of Control Plane Team from a reactive Operations team to proactive engineering organization. • AI Control Plane Governance, AI Assisted SDLC and Release transition - Served as AI Governance & ART Board member — embedded GenAI policy controls, LLM usage guardrails, and responsible AI standards across the control plane • Delivered FedRAMP IL4/IL5 GovCloud environments (US) & Singapore, Australia — zero compliance violations; P0 vulnerability remediation under 24 hours. • Unified GRC and cloud audit compliance from 83% to 96%+; vendor onboarding from 8 weeks to under 1 week.)
Leading Multi-Tenant Enterprise SaaS Applications (ITSM / CSM / Community Portals) and Platform Engineering across 4 global teams and 42 engineers. Accountability spans entire Software Lifecycle management P&L ownership, ML adoption, FedRAMP GovCloud compliance, and DevOps. • Managing the Global Architecture, Global DevOps teams and Application Development Teams fin building and supporting scalable solutions for various business and engineering organizations in Service Cloud. • Built scalable ITSM/CSM SaaS solutions for Fortune 500 enterprises: customer lifecycle workflows, multi-channel service delivery, and escalation management at global scale. • Integrated ML, Virtual Agents, NLU, and chatbot capabilities into core ITSM/CSM applications — incident/case deflection, automated categorization, predictive defect identification; 15% CSAT improvement, 20% MTTR reduction. • Built FedRAMP-ready SaaS foundation in Service Cloud enabling ServiceNow's regulated market expansion into IL4/IL5 GovCloud across US, Singapore, and Australia. • Delivered a secured and compliant framework for rapid adoption of platform features by our enterprise customers - Monthly patching and EA upgrades. The framework helped ServiceNow upsell new platform features more rapidly while reducing the operational overhead. • Migration of Community business from JIVE to our native community portal • Strong and scalable integration with our Cloud Automation / Cloud Infrastructure workflows for automating 95% of CHGs • Leading the IL4 / IL5 and regulated markets initiatives for HI Engineering • Transitioned Operations and QE team to full DevOps model — 60% efficiency gain; established CI/CD and change automation frameworks that later scaled to 95% workflow automation. • Key contributor to NowOnNow program — accelerated platform adoption across product, engineering, and GTM organizations as a model for customer-facing enablement at scale.
Led backend engineering for Oracle MOS (My Oracle Support) — a global enterprise CRM, ERP, and SaaS platform supporting 750K+ enterprise users. Managed globally distributed teams across US, India, Egypt, Romania, UK, and Belgium. - Architected and delivered Oracle MOS product suite: CRM, BPEL, Oracle AQ, UMS, ERP, and custom enterprise SaaS applications at 750K+ user scale. - Led Oracle's largest data migration: 4M tickets, 600M activities, 1.5B activity notes migrated from 8 source systems using Siebel EIM — deep Siebel CRM platform expertise including data model, enterprise integration patterns, and EIM tooling; zero data loss, on-time delivery. - Re-architected global enterprise notification platform (email, pop-up alerts, instant messaging, paging) for 750K+ users — improved escalation management SLA adherence and reduced notification latency globally. - Delivered enterprise application consolidation and business process re-engineering across Oracle's support organization — rationalized legacy applications and improved operational efficiency. - Managed globally distributed engineering teams across 6 countries with unified delivery standards and platform quality across CRM and ERP application suites. - Led M&A data migration strategy for Support & Defect Systems for PeopleSoft/JDE, Siebel, BEA Systems, Hyperion, SUN micro Systems.
Designed and developed mission-critical enterprise solutions for Siebel's enterprise product portfolio including CRM OnDemand, Sales, and Support platforms. - Built CRM OnDemand, CRM Sales & Support, and PRM platforms — Lead-to-Opportunity-to-Quote-Order automation, Entitlement/Escalation Management, and Channel/Alliance Partner workflows supporting global enterprise sales operations. - Delivered automated renewals, real-time quoting, and global multi-currency workflows — reduced manual processing overhead and improved pipeline velocity across US and international markets. - Designed and implemented Siebel CRM customizations and enterprise integrations for service and support workflows — developed deep expertise in Siebel architecture, configuration, and data model. - Delivered a Quality Module for SDLC process for integrating with the ITSM Process.