Migrating 26,000 tickets without a single security incident
01 / Context
Cross-functional initiatives for a cloud-native AIOps platform — event correlation, incident intelligence, automated decision support — while managing a team of direct reports and building execution frameworks that balanced AI-driven automation against security, compliance, and enterprise trust requirements.
02 / Problem
The platform automated incidents faster than enterprise customers trusted it to.
AI-driven operational capability needed to be explainable and trusted by real enterprise customers (a major airline, a large insurer) managing real incidents — plus a legacy support stack (Zendesk) fragmenting operational workflows underneath it all.
03 / Approach
Make automation something enterprise customers can trust, not just something that’s fast.
04 / What I did
Hired and managed 3 direct reports across program management and technical operations, with performance frameworks and career development plans that held 100% retention.
Led delivery of AI-powered customer engagement and scoring systems integrating Pendo and Salesforce. Owned the full Zendesk-to-JSM migration while maintaining SOC compliance.
Role: Lead Program Manager · Cloud-native AIOps platform company · Nov 2019–2021 · 3 direct reports05 / Outcome
40% improvement in cross-team alignment and compliance reporting from the OKR framework; 32% increase in user adoption from the scoring system; 17% increase in enterprise customer satisfaction from the Advisory Board — and the tooling consolidation landed with zero security incidents.
06 / What I would do differently
I’d have sequenced the OKR framework before the Zendesk-to-JSM migration, not alongside it — running both at once meant the team was absorbing a new tool and a new set of metrics in the same sprint, and that’s more change than any team takes cleanly.