Manages a globally distributed IT Service Desk team, ensuring efficient incident resolution, request fulfillment, SLA compliance, KPI performance, and continuous process improvement. Oversees budgets, vendors, asset management, organizational change, service standards, employee development, coaching, and career progression. Partners cross-functionally to improve security, productivity, user experience, and digital transformation while maintaining consistent global support operations.

Leads Coursera’s global Learning Design team in India, setting strategy, developing talent, establishing pedagogical standards, and driving scalable content models. Partners with global stakeholders, vendors, higher education institutions, and content creators to deliver high-quality online learning. Uses learner insights and performance metrics to improve outcomes, while leading innovation involving AI, emerging technologies, and APAC partnerships.

Owns the enterprise architecture and hands-on implementation of Coursera’s agentic AI foundation. Designs agent orchestration, context and semantic architectures, governance, security, CI/CD automation, cost optimization, integrations, observability, and production standards. Enables business teams to build reliable AI-native workflows at scale while partnering with Engineering, IT, Data, Security, and business pods. The role also includes hiring, coaching, technical leadership development, and defining operating models and adoption metrics.