Greater Seattle Area
Global Operations Leader with 20+ years experience in managing large-scale, critical customer support. Leading diverse global team members (NAM, EMEA, APAC) and managing complex vendor partnerships to drive cost reduction and value. Achieved peak operational performance (quality, efficiency, budget) by leveraging Cloud/AI/ML for process modernization, enhanced customer experience.Translating business growth objectives into measurable operational OKRs, ensuring execution alignment and communicating results compellingly to executive stakeholders.
Managed a global team of 34 Googlers across NAM, EMEA, and APAC, spearheading Incident and Escalation management for Google Cloud. Managing a vendor OPEX budget, achieving 10% year-on-year cost reduction through process automation( Q1 2024 to Q2 2025) Unified Incident tooling with communication mechanism to provide custom tailor communications for incident through PSH ( Personalized Service Health) Designed a unified global Incident response management in NAM,EMEA and APAC resulting in a 15 % improvement time to first viable post (1hr to 15 minutes in Google Status Dashboard) Implemented VVIP Escalation support operations for premium and top customers by ARR with high touch and rapid response support protocols for customers Designed future support models incorporating with AI( Incident Summaries , case summaries and auto assists) Integrated KPI, SLO, and SLA definitions with support system instrumentation, establishing end-to-end traceability and providing leadership with data-driven performance insights. ( MBR/QBR) Managed crisis/Escalation response for critical customers events ( Black friday/cyber Monday, Football world cup , Olympics) for retail/online customers during peak sales Led the integration of BR3(Black Rock/IMAG) practices, optimizing incident life cycle management and supporting rapid growth of the client base.
Built ACE support team from the ground up ( starting with 4 people to 200 plus team spanning (NAM,EMEA,OCE,APAC) Transformed customer support experience through omni channel (Chat support) ACE Program delivering 24/7 mission critical support strategic SP500 customers Collaborated with cross-functional teams to establish a dedicated engagement model for enterprise and strategic customers, focusing on data analytics solutions within the Microsoft Power Platform (Dynamics, Power Apps, BI). The ACE Program improved customer satisfaction from 4.55 to > 4.7 Built a machine learning in dynamics to auto map knowledge base articles to cases to allow faster resolution improved first day resolution of service Incidents by 30% & reduced customer pain time by 50% Manged a high-performing technical support team, delivering advanced expertise to strategic and enterprise customers, ensuring successful adoption and utilization of data analytics solutions.
Program delivering 24/7 mission critical support strategic SP500 customer Collaborated with cross-functional teams to establish a dedicated engagement model for enterprise and strategic customers, focusing on data analytics solutions within the Microsoft Power Platform (Dynamics, Power Apps, BI). Drive post mortem and repair items and being part of the engineering team also responsible for driving improvements and efficiency in the product Manage Capacity and work with Azure capacity for forecasting the capacity needs Drive compliance and audit reports for BCDR Work with cross functional teams across Azure to drive efficiency and bring consistency and act as evangelist to drive Azure dev ops utilization Organize Technical briefing centers for Azure devops adoption for enterprise customers
Helped build dynamics operation center from the ground up and the team expanded the team 50 full time employees and 100 Vendor teams ( NAM,EMEA,APAC ) Helped develop a solution framework for Workflow automation for Dynamics Operation Center for 24/7 support, demonstrating experience in managing critical customer-facing operations. Created DAMS (Database Administration Management Systems) using Machine learning and automation to remove manual administrative tasks like Query finetuning, Auto index creation, Performance fine-tuning using Query hints. Implemented a self-healing system to scan through support cases and provide automated responses and solutions configuration changes and other routine tasks from Tier 1 to Tier 2 teams around 30% tickets to automation. Created tooling to provide technical support teams with contextual data, enabling faster SLA resolution and improved customer satisfaction. Defined and measured operational metrics and KPIs, showcasing data-driven decision-making and performance tracking. Collaborated with the SQL Product group to optimize CRM databases running on SQL Azure, highlighting expertise in database management and cloud integration.