Abhilash P.

AI & Cloud Technical Leader | Data & Finance Strategist

Experience

Led cross-functional war rooms to resolve AI model inefficiencies and cloud-scale challenges, reducing MTTR by 35%.
Developed an AI-driven sentiment analysis model to proactively detect escalations, reducing high-severity cases by 20%.
Established a cloud-based anomaly detection system, improving issue identification speed by 40%.
Launched AI Readiness Workshops to drive AI adoption, leading to a 25% increase in AI-enabled business solutions.

Optimized global support schedules to maintain 24/7 SLA compliance across time zones, reducing SLA breaches by 20%.
Implemented AI-powered sentiment tracking, shifting from CSAT-based to proactive issue resolution, increasing customer satisfaction by 15%.
Developed a Digital Transformation Blueprint, accelerating cloud migrations by 30% and optimizing cost savings.
Launched an AI-driven backlog reduction initiative, cutting open case volumes by 30% and improving case resolution speed.

Built and led a geographically dispersed team of 17 engineers and 3 Technical Leads across 2 continents.
Upskilled engineers in Azure DevOps and GitHub, improving CI/CD efficiency and custom debugging capabilities.
Developed a bug-tracking portal, enabling real-time customer updates and improving case resolution by 100%.
Collaborated with ISVs and SIs to optimize Dynamics CRM solutions and accelerate adoption of AI-powered customer workflows.

Served as Technical Lead for Microsoft Dynamics CRM cloud operations, focusing on system stability and optimization.
Developed SQL scripts for automated issue mitigation, reducing downtime by 2%.
Reduced escalations to Tier 2 from 4% to 0.25% by proactively identifying issue patterns.
Implemented a troubleshooting framework, decreasing resolution time from 7 days to 1.4 days.

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