Program Manager with 6+ years across enterprise telecom delivery, service assurance, customer operations and product operations—connecting business priorities with execution, governance and reliability.
My work sits at the intersection of customer outcomes, delivery execution and service reliability. I translate operational signals—support trends, escalations, incidents and Voice of Customer—into structured requirements, readiness criteria, corrective actions and accountable program plans.
I have coordinated customers, sales, product, network, IT, field operations and partners; led critical war rooms; built program-health dashboards; driven RCA/CAPA discipline; supported prioritisation and sprint inputs; and established rollout and hypercare frameworks for controlled production adoption.
RAID, change control, steering reviews, ownership models and auditable action tracking.
SLA governance, incident/problem management, MTTR, RCA/CAPA and escalation prevention.
Problem statements, user stories, PRDs, acceptance criteria, VOC and adoption indicators.
Playbooks, readiness packs, launch checkpoints, rollback considerations and hypercare.
From customer operations and technical support to project leadership and program management—each role adds a layer of operational, technical and stakeholder depth.
Owns the bridge between customer feedback, operational pain points, delivery governance and product-readiness decisions.
Led end-to-end enterprise connectivity and assurance execution as the primary cross-functional interface.
Led technical support operations, service readiness and customer onboarding while converting support patterns into actionable product signals.
Managed a 50+ member operation across productivity, service quality, SLA performance, capacity planning and escalations.
Supported end-user IT operations, system configuration, onboarding, troubleshooting and asset-management continuity.
The chart maps the competency clusters documented in my résumé. Node size is intentionally equal to avoid inventing unsupported proficiency scores.
End-to-end delivery, RAID, change control and steering reviews.
These case studies are intentionally grounded in the outcomes documented in the résumé, without adding confidential customer data or unverified metrics.
Turned recurring support patterns into structured product signals to support stability improvements.
Recurring tickets and support patterns
Analysis translated into user stories and enhancement inputs
Contributed to stability improvements following release
Built operational readiness artefacts designed to align stakeholders before and immediately after production rollout.
Clear launch ownership and readiness alignment
Readiness kits, operational checklists and hypercare plans
Improved stakeholder alignment and rollout acceptance
Captured pilot friction points and converted them into product, UX and delivery requirements.
Usability and operational gaps during pilot execution
Structured requirements for product, UX and delivery teams
Better-defined inputs for subsequent delivery and product decisions
Manipal University
Maharshi Dayanand University
Project Management · Python · AI Tools
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I’m open to conversations around Program Management, Delivery, Enterprise Operations, Service Assurance and Product Operations roles.