Director, Global Operations & India Site Lead at Hewlett Packard Enterprise (2019-07 – Present)
- Developed and executed the operational vision, strategy, and capability roadmap for regional channel and quoting ecosystems, aligning multi-site execution with global enterprise priorities and commercial growth objectives.
- Spearheaded a $30B+ global CPQ & OTC platform architecture encompassing regional pricing desks and support operations, driving a 15% reduction in quote-to-cash cycle time, 25% operational cost savings, and strict SLA/KPI governance across productivity, utilization, and financial metrics.
- Engineered a regional Center of Excellence (COE) control tower integrating GenAI, Agentic AI, and RPA into support ecosystems, eliminating 80% of manual friction points, accelerating resolution velocity, and building organizational readiness through structured change management.
- Directed a cross-functional technical and operational organization of 300+ professionals through senior leaders, strengthening leadership pipelines via active talent development, workforce planning, and continuous learning initiatives that drove employee engagement above 90%.
- Served as a primary strategic interface and trusted advisor between regional operations, executive partners, and global BUs (Sales, Professional Services, Engineering), boosting NPS, VOC, and partner satisfaction by 80%+ through structured journey mapping and executive leadership forum participation.
- Championed value engineering, shift-left strategies, and Lean Six Sigma frameworks to achieve a 12%+ YoY efficiency boost, robust self-service adoption (90%), and sustained business continuity as India Site Lead.
- Served as the primary executive sponsor for strategic accounts and high-stakes major incident management (MIM), orchestrating cross-functional response teams to resolve critical customer escalations, reduce escalation aging, and elevate CSAT and Net Promoter Score (NPS) metrics.
- Led large-scale organizational change and international market integration—including due diligence and Target Operating Model (TOM) definitions for complex GTM frameworks—successfully scaling operations from prototype to global enterprise deployments.
- Directed long-term site maturation strategy as India Site Lead, positioning the India delivery centers as an enterprise capability hub recognized for business continuity, robust disaster recovery, and excellence in talent retention.
Senior Functional Manager & Account Delivery Manager at Hewlett Packard Enterprise (2017-06 – 2019-06)
- Managed global delivery portfolio including quote-to-cash, order management, services contract administration, utilizing integrated service frameworks (PPM, Jira) and rigorous operational governance to protect SLAs and financial commitments.
- Spearheaded Lean Six Sigma initiatives and SOP standardization, ensuring operational consistency and data integrity across multi-time zone regions.
Operations & Senior Operations Manager in Sales Support at Hewlett Packard Enterprise (2014-04 – 2017-05)
- Directed pre- and post-sales workflows encompassing deal registration, quote creation, and order management/fulfillment for APJ and EMEA, ensuring accurate, timely shipments.
Knowledge Engineering Services & Analytics lead at Hewlett Packard Enterprise (2010-01 – 2014-03)
- Applied predictive analytics and advanced data modeling to drive operational business insights, streamline the software lifecycle development of the global sales configurator tool, and optimize PPM/Jira environments.
Process Manager – HRGBS at Hewlett Packard Enterprise (2007-03 – 2009-12)
- Owned comprehensive end-to-end HR shared services delivery portfolios encompassing master employee data validation.
- Leveraged deep technical infrastructure expertise to administer enterprise platforms including Workday, PeopleSoft, Taleo Recruiting, and Checkpoint internal tools.
Assistant Manager – US Recruitment Services at Deloitte Support Services India Ltd (2006-03 – 2007-03)
- Managed enterprise-wide hiring forecasts, cross-continental US talent acquisition, compliance-driven onboarding setups, and regional background check procedures across Taleo and Checkpoint platforms.
Assistant Manager – Technical Service Desk for Compaq, Hewlett-Packard, Palm account at Brigade Corporation India Ltd (1999-10 – 2006-03)
- Directed a 180-member cross-functional technical support team, scaling service transformation for core enterprise hardware/software lines while achieving 90%+ CSAT and FTR metrics via multi-tiered support models.
