At Autodesk, I oversee Incident Response Operations across APAC and implemented structured command centre governance for complex SaaS incidents, reducing MTTR by 35%. I also helped scale a global 24/7 follow-the-sun response team to 50+ FTEs and introduced FireHydrant automation with Slack and ServiceNow.
At Salesforce, I led critical incident management and executive escalations for a multi-tenant SaaS platform, helping maintain 99.9% availability and reduce recurring incidents by 22%. Earlier at Atos, I led major incident operations for the Siemens account, where incident classification and resolution workflows reduced critical-incident MTTR by 68%. I’m also advancing GenAI adoption and AI-assisted workflows in incident and operations management.
