Senior Director for SRE / Platform Engineering

Responsible for setting up new Platform Engineering Team in India ( IAC + SRE) and taking responsibility of developing DevOps culture with Twilio's CXP Organization by paved path towards open stack framework by reducing Toil and cognitive load from Engineering teams, and enable them to focus on customer features. That includes: Build paved path for migrating self Managed MySQL clusters to AuroraRDS Clusters with zero downtime. Built migration path to migrate Propertystore / Hazelcast clusters to DynamoDB. Built shared Terraform modules for teams to seamlessly setup cloud infrastructure with built in observability metrics. Provided migration path for moving containerized services from EC2 to K8s shared clusters with automated shared pipelines using Buildkite and ArgoCD. Build the migration path of moving external customer traffic from one AWS account to another. Provided guidance for teams define SLI's metrics of stateless services and configured SLO's and error budgets for 200 services using Terraform. Defined PIR (Post Incident Review) process for engineering team to reduce MTTD. Built automation of runbooks for infrastructure alerts like (Host replacement, scale-up / scale-down of EC2 instances).

Strategic, Customer focused Engineering Leader with a passion for architecture, engineering and operations.Experienced in development and delivery of Contact Center software with varied area of expertise in Contact Center application development, System management & solution delivery, Deployment and Consulting while managing critical incidents and escalationsSkillsets and Specialties: * Strong operational and analytical skills with focus on Customer and Business* Building, Mentoring, Developing and Leading teams.* Experienced in leading teams across geographies, vendors and with diverse cultural backgrounds.* Ability to bridge and work across functions including Sales/Engineering/marketing/Partner channels etc,* Agile Scrum Project Management methodologies* Excellent and hands on troubleshooting and analytical skills.* Fostering DevOps Culture and Growth of Engineers* Managing Critical customer communications for critical incidents and Escalations

Formed team of 6 Incident Commanders with sole focus on Incident Handling and Incident Management ( Proactive and Reactive), Root Cause Management (Postmortem),Service Uptime and Availability of Contact Center Platform. Managed 5 DevOps engineers responsible for Contact Center Platform. Created workflows and dashboards to handle Alerting and monitoring from various interface like Prometheus / Kibana. Defined Root Cause Document and analysis framework using 5 Whys approach and delivering Postmortem document to Customer Success / TAC Teams for effective and timely customer communication. Defined Incident Management flow for handling proactive and reactive Incidents. This helped in reducing initial incident response time from 30 minutes to 10 minutes for Sev3 incidents and 2 minutes for Sev1/Sev2 Incidents. Worked closely with cross functional leadership team and created severity matrix to define incident severity. This helped in providing clear alignment on incident cals and removing cross conflicts on Incident severity which helps bring focus on solving customers issues and reducing overal incident resolution time. Created more than 50+ playbooks based on learning captured from Post incident reviews or postmortem cals and folowed zero blame methodologies to ensure no conflicts. Created more than 100+ alerts across platform services like Kafka Lags, Service Uptime, Threshold monitoring, Latency Metrics, Datastore (persistent and nonpersistent) exceptions using Pagerduty. Defined automation practices to automaticaly calculate uptime post incident, across services / DC's. Created Automation bot to create incidents and capture recent changes for better change management. Enhanced existing CAB (Change Advisory Board) review process with Engineering Leadership to ensure smooth delivery of code with quality from Non-Prod to prodenvironment. Manage CI/CD pipelines and K8s Deployment using Spinnaker and Jenkins.

Build WxCC Escalation team ground up from handling 2 escalations to 7 escalations per engineer per day. With same OpEx Cost (Headcount), we were able to manage volumes from 864 cases quarterly to 1274 cases quarterly with same headcount.Reducing MTTR of urgent cases from 10 days to 3 days and non urgent cases from 14.5 days to 2.3 days, Month over month, with exceeding goal set as 5 days and 8 days, for Urgent and Non-Urgent escalations respectively.Worked closely with TAC to reduce %escalation rate from 37% to 17.5% , Quarterly, for WxCC and 7% to 1.4% for Premise (UCCX).Identified Serviceability gaps in our product to improve Troubleshooting and resolution time by 50% (50+ JIRA defects raised).Organized GT Testing for SAAS Applications before Go-Live (filed 200+ Defects by our team).Using Analytics tools like Kibana and Tableau, build dashboards to provide insights on improvements areas and brought down existing defects escalation rate from 53% to 27% , high solution complexity issues from 34% to 12.5%, thereby making sure only product related escalation goto BU from TAC.Built single escalation platform for TAC Engineers to escalate cases to Cisco Internal or OEM partners like Google, Calabrio, Acqueon, which helped TAC engineers to reduce their First Acknowledgement from 4 days to 24 hours.Created migration team which focuses on customer use cases of premise and migrate them to cloud. This team was able to successfully migrate customer call flows , scripts, integrations, desktop integrations in 7 days from discovery to go live.Created Webex BOTs to provide automation for Trivial escalations like backend config change on legacy platforms, which helped TAC reduce MTTC for config change cases from 7 days to 6 hours.Build career growth plan for team and promotion pipeline, to ensure engineers groom personally and professionally.Cisco Live Speaker addressing more than 400+ partners customers with Overall Presentation Score of 4.87 (out of 5).

Managed Services / Technical Consulting.SME in designing contact center solution and provide detailed level architecture for APJ Partners / Customers which caters to customer business needs and deliver to measurable outcomes for business growth.Leading Technical engagements with BFSI / Enterprise customers in India with average agent seat size of 2000+ agents, such as VIL(7500 Agents Seats), Infosys (Multiple contact centers with 5000 agent seats), TCL, HDFC (3500 Outbound concurrent agent seats), SBI, Kotak, Accenture (7500 agent seats, with agents across multiple geo locations), DBS (3500 agents across Singapore, Philippines, Hong Kong, India) etc.Work closely with Cisco partners to deliver solution design consulting for Contact Center including integration with 3rd party applications and software.Was part of Cisco's Contact Center Tiger Team to resolve highest customer escalated cases (CEO Level Escalation or CAP). Helped customers like DBS, ICBC, Accenture, HDFC, Kotak Mahindra Bank, Infosys, Ministry of Manpower, Mandiri Bank, Bangkok Bank, VIL,etc, to come out of CAP and be successful with Cisco Contact Center.Provide Day 0 / Day 1 /Day 2 support in delivering complex projects with strict timelines.Prepared and delivered Root Cause Analysis (RCA) to C-Level Executives from Partners / Customers.

Provided structured methodologies of log collection and critical inputs required for TAC from Cisco Partners managing contact centers, like ANI, DNIS, Duration and Timestamp (from Agents) and playbooks for log collection across application or browsers, thereby reduce log collection iteration to 1.Wrote Troubleshooting wikis for new TAC engineers to quickly identify problems and build knowledge base for TAC. Wrote around 50+ wikis and was nominated as top contributors to Cisco KB base.Represented TAC on CAP cases and handled more than 20+ CAP cases for EU / APAC / US region, by being onsite and reduce the log collection and TAC turnaround time from 2 days to 2-3 hours, which significantly helped customers to restore their services and find quicker resolutions or setting up acceptable workarounds.Handling customers who have call volumes more than 30 cps and more than 3000+ concurrent agents and 24x7 customers.Maintaining NPS more than 4.85 and CSATs at 4.95.Deliver Technical Trainings (TOIs) to new TAC Engineers.

Supporting Nortel Switches and providing operational support to Contact Center Agents.Ensure service uptime at 99.99%Monitored and maintained network and software components according to established guidelines and best practicesProvided regular status updates to customers regarding open ticketsDefined enterprise processes and best practices and tailored enterprise processes for applications