At Atlassian, I lead cloud support operations for the ADO/Jira EMEA region, managing Senior Support Engineers across four products. During restructuring, I sustained above-target business metrics and coordinated major incident responses across global time zones without an SLA breach.
I co-designed Cloud Ally, a ROVO-powered AI triage bot that went from concept to production in seven days. Its six-week pilot processed more than 300 queries, saved over 25 engineer-hours, and doubled the assist rate.
I also drove Auto-Ticket Triage, which reached 98% accuracy and reduced average handle time by 34%. My capacity-planning model improved throughput by about 35% and was adopted by additional regional teams.
Earlier, I managed enterprise escalations at VMware by Broadcom and worked in systems administration and engineering at WIPRO TECHNOLOGIES and HCL TECHNOLOGIES. That experience across virtualization and enterprise infrastructure informs how I approach cloud support, incident management, and operational improvements.
