PROFESSIONAL EXPERIENCE

Jio Platforms Ltd

Senior Product & Operations Lead

Mar 2025 – Jul 2025
50+ Live Match Days Zero-Latency SLA Zero Repeat Incidents
  • Operational showrunner for live IPL VR streaming — real-time incident detection, cross-team escalation, and resolution across engineering, vendor, and field teams under zero-latency SLAs.
  • Built match-by-match learning loop: documented issues, root causes, and fixes into structured playbooks — drove near-zero repeat incidents across 50+ live match days.
  • Operated as single-point owner during live match windows, ensuring uninterrupted VR streaming under real-time, zero-latency conditions.
  • Maintained operational logs, checklists, and response documentation ensuring full auditability and continuity across product, sales, and engineering stakeholders.
  • Enabled sales and product adoption by delivering client demos, solutioning, and use-case articulation for VR-based LMS and immersive learning platforms.
Live Ops Incident Management Playbook Design VR Streaming Cross-functional

Accenture

Knowledge Management Lead — NA & APAC

Apr 2017 – Jul 2023
95% Tagging Accuracy 80% Less Manual Tagging 60% Better Findability 50% Fewer Repeat Queries
  • Led enterprise KM across Communications, Media, Healthcare, and Emerging Tech — defined governance models, data ownership policies, and KM roadmaps directly with CXOs and HODs.
  • Partnered with in-house NLP engineering team on AI-assisted metadata tagging — validated model outputs, identified misclassifications, and fed structured corrections back, improving accuracy to 95% and cutting manual tagging by 80%.
  • Built search intelligence infrastructure: analysed real user queries vs. available content, identified retrieval gaps, and optimised taxonomy-based ranking — improving findability by 60%.
  • Deployed AI chatbot reducing repetitive queries by ~50%; monitored retrieval accuracy and fed bias corrections back continuously.
  • Built Power BI dashboards tracking content freshness, reuse ratio, and search engagement — adopted organisation-wide across all 19 industry verticals.
  • Governed full content lifecycle: ingestion → validation → tagging → ranking → publishing → archival, with quality checkpoints at every stage.
KM Strategy NLP Validation Taxonomy Design Power BI AI Chatbot CXO Engagement Content Lifecycle

Essex Lake Group

Head – Knowledge Management

Jan 2015 – Feb 2016
Built KM from Scratch 4 International Offices Full Intranet Redevelopment
  • First KM leadership role — hired and built the team, defined governance model and KPIs directly with CXOs, and rolled out metadata-driven repositories across four international offices from scratch.
  • Redeveloped global intranet (Sharenet) on Liferay: taxonomy structures, access controls, document repository, and change management strategy to drive adoption organisation-wide.
  • Aligned intranet features with operational needs through deep stakeholder engagement across all business units.
  • Managed end-to-end delivery — requirement gathering, vendor collaboration, deployment, and adoption.
Team Building Intranet Design Liferay Governance Global Rollout

Dentsu Global Services (formerly Ugam)

Solutions Specialist – Knowledge Management

Jan 2011 – Dec 2014
2,500+ Users 98% Error Reduction First KM Portal
  • Built the organisation's first global KM portal serving 2,500+ users — structured content architecture, phased rollout, and a knowledge champion network to sustain quality.
  • Created FlowSpeed, a VBA-based quality governance tool embedded in delivery workflows — reduced client-facing errors by 98% by enforcing checkpoints before output reached clients.
  • Designed SpringBoard onboarding path and unified employee portal consolidating FAQs, process docs, and HR resources — accelerated new joiner productivity from day one.
  • Automated reporting processes and introduced AI-based improvements for search accuracy and content recommendations.
Portal Build Governance Tools VBA Automation Onboarding Design 2,500+ Users

Independent KM & AI Projects

Self-Directed · AI Exploration · Product Building

Aug 2023 – Present
  • Rajasthani Folk Songs (rajasthanifolksongs.com) — A digital archive preserving rare folk lyrics passed through oral tradition for generations. Applied taxonomy design, metadata governance, and AI-assisted content structuring independently.
  • Gmail Cleaner Tool — A practical automation built to solve a real daily frustration. Small footprint, genuine time-saving impact.
  • Gratitude App — A mindfulness-meets-habit tool exploring intentional UX design and daily wellbeing.
  • Developed working fluency across various AI platforms, explroing and building solutions alongside — applied to content, taxonomy structuring, and workflow design, automation and creative art work.
  • Additional ideas in progress — one at MVP stage.
AI Fluency Product Thinking Taxonomy Design Independent Builder