Professional Summary
I help large organizations run critical digital products reliably, efficiently, and at scale
by combining
AI,Site Reliability Engineering
(SRE), and strong operational discipline.
My focus is on business outcomes: fewer incidents, faster recovery, better customer
experience, and lower
operational costs through AI-assisted support, automation and embedded SRE practices.
Experience
Procter & Gamble
Jul 2025 - PresentSenior IT Manager - AI Transformation & Global IT Operations
- AI Transformation: Expand the use of AI in operations—generative AI assistants, knowledge automation, and workflow digitization—to enhance support quality and MTTR
- SRE Organization Redesign: Lead a global program to redesign and consolidate product operations into a single, centralized IT Operations & Site Reliability Engineering organization with standardized processes and “follow-the-sun” coverage
- Operating Model & KPIs: Define the target operating model and KPIs for Global IT Operations & SRE, including scope, interfaces with product teams, and strategic vendor management
- Strategic Investment: Secure multi-year funding and capacity by building business cases with clear efficiency, reliability, and reinvestment benefits
Procter & Gamble
May 2021 - Jun 2025Senior IT Manager - Global IT Operations
- IT Operations Governance: Owned global IT operations governance for global master data domain ensuring delivery of key horizontal KPIs, including incident reduction, MTTR improvement, proactive detection, and customer satisfaction (CSAT)
- L1 Support Transformation: Designed and led global support transformation from external vendors to in-house teams, including business case creation and senior stakeholder alignment
- AI-Enabled Support: Implemented AI-enabled Level 1 support platform using Microsoft Copilot Studio, Dynamics 365, Azure, and ServiceNow, significantly reducing time-to-resolution
- Cloud Infrastructure Governance: Governed cloud infrastructure and delivered significant cost reduction through scaled initiatives
Procter & Gamble
Feb 2020 - May 2021IT Manager
- Conversational AI Product Owner: Served as Product Owner for conversational AI solution on Azure and business-critical cloud applications
- ServiceNow Platform: Product Owner for enterprise ITSM Tool (ServiceNow) for master data domain, managing development teams using Agile/DevOps best practices
- Global Support Leadership: Led L1 support for global master data domain
Procter & Gamble
2016 - 2020Support, Operations & Initiatives Delivery
- Initiatives Leader (2018-2020): Managed new initiatives implementation on production lines, led international construction projects
- Production Line Manager (2017-2018): Managed team of 21 operators with end-to-end ownership for finished products and 24/7 production
- Technical Support Group Manager (2016-2017): Led team of 5 technicians, led cost-saving projects, ensured equipment availabillity and reliability
Skills & Proficiency
ITIL & SRE Practices
Master
Agile/DevOps Leadership
Master
Microsoft Copilot Studio
Expert
Azure Cloud & AI
Expert
AI Transformation
Expert
Project Management
Expert
Financial Management
Expert
Product Management
Advanced
Levels: Beginner → Intermediate → Advanced → Expert → Master
