Building Work4Flow: A company to help implement GenAI for Customer Service Management to boost efficiency, and expedite deployment to improve ROI & NPS!Read more about us here : https://www.work4flow.com/

• Setup high-performing teams in the US and India, collaborating with cross-functional and geographically dispersed teams to achieve predictable results. • Built End-to-end digital customer experience that provides customers visibility into their entitlements and allows them to effectively manage their subscriptions to stay compliant and realize maximum value from their purchase.• Simplified existing licensing meters and added new capabilities for GenAI assists, cloud consumption, and storage. • Supported licensing for commercial, regulated markets, and On-Prem environments.

• Scaled the engineering and DevOps teams in the US, India, and Ireland. • Launched a new integration program (Service Graph Connector) to capture data from 3rd party tools and drive customer outcomes fueling the ITOM, ITAM, CSM, and ITSM revenue growth for Observability, Cloud, and CMDB. • Worked closely with integration partners across security, infra, networking, config, deployment, O11y, AWS/Azure/GCP to provide customers with plug-and-play integrations for asset, event, and log data; and put on a path to scale; 0 to 7K+ installs in 2yrs. Other key integrations include SCCM, JamF, Datadog, Dynatrace, AppDynamics, Tanium, etc. • Led the Common Service Data Model (CSDM) framework and prescriptive guidance for building the CMDB to have a single data model to connect plan, build, operate, and service.• Leveraged the new near-real-time ingestion engine through the new UI; Increased performance 2x and made the data mapping and normalization process simple, visual, and guided.

• Lead global development team to build the next generation of Customer Service Management• Involved in the product roadmap, architecture, design, and development of several new products using agile development• Member of companywide merge committee, establishing efficient design and code best practices across the company• Growing Rockstar talent and leading a company-wide effort to attract the best interns from top most universities

• Built SaaS-based mobile and web applications in the cloud elevating the route and schedule optimization for the field agents.• Enhanced existing Field Service Management for mobile, offline support, dynamic scheduling, and auto-assignment for gaining market leadership• Architected and lead the development of Customer Service Management application from scratch• Attracted and built a top talent team from ground up for new applications 'Customer Service Management', SDLC and 'Project Portfolio Management'

• Engineering lead and Architect of the Mobile Ad SDK for highly interactive rich media display ads within Yahoo’s hybrid application based on Open Standard “MRAID”. Participate in the open standard committees.• Participate and influence open standard-based committees for Mobile rich media display Ads• Be a go-to person for any issue, question, resolution on ads for Yahoo’s content delivery platform “Livestand” which is built as a hybrid application for iOS devices.

• Architect and dev lead for mobile ad serving and targeting platform(display and search), mobile ad creation tool, engineering lead for mobile partner management mainly interfacing with mobile partners/carriers, and Yahoo Advertisement platform.• Awarded Yahoo’s “Go-to-Town” award for playing the most important role in tripling mobile search revenue and successfully integrating mobile ads to the first largest mobile carrier portal.• Successfully launched smart mobile advertisement platform and then migrated all Yahoo mobile traffic from older platform to new platform. Lead engineering side to launch several key mobile carrier and publishers to the mobile ad platform. This created the potential for premium pricing on the carrier ad inventory as part of the global search and ad blitz.

Description Technical lead for architecture, design and development of VoIP and p2p (peer to peer network) middleware for voice and video support in Yahoo Messenger inj C/C++. Evaluated vendors and gave presentations for voice-video codecs and related technologies. Several indigenous and innovative ideas with patent applications filed. Submitted indigenous voice hack and contributed to many other hacks.Analyzed competitive products and coordinated with Messenger product team to derive functional and design specificationsCompleted initial middle ware architecture and successfully built first prototype from scratch in record time (6 months)Delivered detailed design and implementation for several modules for Yahoo’s free PC-to-PC calling service and Yahoo’s premium voice service, growing it to the second largest just after Skype. Represented Yahoo in various voice interop e.g. YAHOO-MSN, Vodaphone and Nokia. Organized and lead voice QoS team, proposed and implemented several new QoS ideas and got recognized for improving quality and reliability. Ported on several other platforms e.g MAC & Linux.Active member of Yahoo Employee Foundation (YEF) Grant committee. Helped dispersing grants of over 100k to needy organizations. Reviewed proposals, helped proposals and chaired grant committee meetings.

Architected and designed Instant Messaging based Presence service on both Serve and Client, an important component of Instant Talk Over GSM/GPRS cellular network.