Jagdeesh Gopal
Technical Program Manager
Chennai
Summary
Seasoned Technical Program Manager with over 12 years of experience leading cross-functional initiatives within Microsoft's Windows Servicing and Delivery team. Spearheading efforts in deprecating legacy components like DirectAccess, WINS, and TAPI while enabling modern networking features like DNS-over-HTTPS. Recognized as a Copilot AI Champion for the Global A&I SBU, driving AI readiness, diagnostics, and training programs with a focus on innovation and collaboration. Deep expertise in DNS, DHCP, VPN, Azure Networking, and hybrid environments, coupled with a strong foundation in data analytics and cloud-scale deployments. Known for agile decision-making, stakeholder influence, and delivering solutions that optimize performance and drive measurable business value by reducing incident recurrence.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
Work History
Technical Program Manager
Microsoft
06.2024 - Current
- Collaborated with business and engineering stakeholders to design and implement adaptive decisioning frameworks using Pega Customer Decision Hub (CDH), enabling real-time, context-aware decisioning and enhancing personalized customer engagement.
- Led AI Readiness & Innovation Charter for CSS WinComm India, integrating Pega decisioning capabilities into Copilot adoption and AI diagnostics to improve automation, insight generation, and team readiness.
- Applied data-driven decision making to optimize reliability in core Windows Networking components (DNS, DHCP, VPN), supporting 1.5B+ global devices.
- Orchestrated cross-functional programs across Windows OS, networking, security, and hybrid cloud to boost customer satisfaction and product resilience.
- Spearheaded the DNS-over-HTTPS (DoH) modernization roadmap, aligning stakeholder priorities, telemetry insights, and privacy-by-design principles—with decision flow logic inspired by adaptive modeling approaches used in CDH.
- Championed legacy deprecation strategies (WINS, BranchCache, DirectAccess, TAPI) via customer sensitivity analysis, engineering collaboration, and phased deprecation planning.
- Delivered judgment-driven insights to Engineering using telemetry, fuzzing, and customer escalation data—drawing parallels with decision strategies for incident pattern recognition.
- Facilitated conflict resolution and consensus-building across PM, Dev, and Support teams, enabling timely outcomes in incident investigations and roadmap shifts.
- Drove adoption of KPIs and OKRs to measure engineering efficiency, release readiness, and incident avoidance across product lifecycles.
Product Manager/ Sr Technical Engineer – Networking Stack
Microsoft
05.2022 - 06.2024
- Provided expert-level support and resolution ownership for Microsoft’s core networking stack: DNS, DHCP, SMB, VPN, NFS, DFS, TCP/IP, Wireless, DirectAccess, and NPS.
- Diagnosed and resolved high-impact failures in Azure networking, hybrid cloud, and on-prem environments, optimizing connectivity and customer uptime.
- Applied analytic problem-solving and dependency mapping to address issues like memory leaks, container networking failures, IP Helper crashes, and faulty service interactions.
- Utilized ETL tools and systematic data analysis to extract insights, prioritize fixes, and implement long-term solutions—leading to a 30% reduction in repeat incidents.
- Translated technical telemetry into actionable business impact reports for Engineering and PM teams, improving decision velocity and de-risking new rollouts.
- Drove alignment across CSS and product groups, accelerating bug fixes and reducing MTTR by over 70% through structured case aggregation and pattern mining.
- Built internal diagnostics and self-help platforms, boosting customer satisfaction scores from 3.0 to 4.5.
Enterprise Technical Program Manager
Freshworks
07.2021 - 05.2022
- Managed a 15-member team, streamlining business processes and overseeing the product management lifecycle.
- Handled 15 Enterprise TAM accounts for Freshdesk, ensuring customer retention and driving increased monthly recurring revenue (MRR).
- Collaborated with the product management team to implement feature suggestions, contributing to product enhancements based on customer feedback.
- Presented monthly business reviews to leadership, aligning strategic direction and performance goals.
- Acted as a liaison between technical teams and customers, ensuring product updates and solutions met customer needs.
- Created JSON code for API calls in collaboration with the product team, ensuring seamless integration and functionality.
- Through proactive customer engagement, ensured smooth project execution, technical resolution, and high satisfaction levels.
Technical Support Engineer
Microsoft
12.2018 - 06.2021
- Primary point of contact for support, analyzing issues and designing tailored engineering solutions based on customer requirements.
- Provide technical support for core Microsoft technologies, including DNS, DHCP, SMB, DirectAccess, TCP/IP, Network Policy Server, VPN, NFS, DFS, Azure Cloud, and Wireless Technologies.
- Manage firewall and VPN configurations, ensuring network security and performance optimization.
- Analyze and resolve complex on-prem network technologies, troubleshoot, and enhance network performance.
- Plan and execute network enhancements and upgrades to maintain and improve infrastructure.
- Lead Azure backup setup, possess in-depth knowledge of Azure Core Networking infrastructure, and manage hybrid networking environments.
- Lead team development efforts and collaborate to implement private access to Azure Services and ensure system-wide improvements.
Lead Network Specialist
Verizon India
10.2017 - 12.2018
- Led a 12-member Network Infrastructure management team across Chennai and Hyderabad, handling daily escalations and ensuring swift resolution.
- Advanced customer network infrastructure based on specific needs, driving required changes during scheduled change cycles.
- Developed a custom dashboard to track network utilization, incorporating both business and operational inputs to showcase team efficiency.
- Expanded team size from 8 to 12 members, creating growth opportunities through successful project expansions.
- Managed monthly change requests pipeline, ensuring timely implementation and adherence to schedule.
- Enabled the team to proficiently manage hybrid networking, routing, and core network infrastructure.
Senior Network Specialist
Hewlett Packard Enterprise
10.2016 - 10.2017
- Provided troubleshooting and operations support for network devices including switches, routers, F5 load balancers, SRX firewalls, Cisco firewalls, and Bluecoat Proxy.
- Resolved incidents using HP Service Manager and Lotus Notes, ensuring minimal downtime and efficient issue resolution.
- Conducted planning, configuration, and monitoring tasks, including ACL setup, DNS/DHCP updates, and troubleshooting Cisco Access Points and AnyConnect connectivity issues.
- Performed log checks, prepared Root Cause Analysis (RCA) reports, implemented URL redirects, and executed VLAN changes and upgrades for F5 load balancers and SRX firewalls.
Senior Systems Engineer
Infosys
10.2012 - 10.2016
- Provided troubleshooting and operations support for network devices such as switches, routers, F5 load balancers, SRX firewalls, Cisco firewalls, and Bluecoat Proxy.
- Resolved incidents using HP Service Manager and Lotus Notes, ensuring minimal downtime and efficient issue resolution.
- Conducted planning, configuration, and monitoring tasks, including ACL setup, DNS/DHCP updates, and troubleshooting Cisco Access Points and AnyConnect connectivity issues.
- Performed log checks, prepared Root Cause Analysis (RCA) reports, and executed URL redirects, VLAN changes, and upgrades for F5 load balancers and SRX firewalls.
Education
Bachelor of Engineering - Computer Science
Panimalar Engineering College
Chennai 09.2008 - 04.2012
Skills
- Influence & Negotiation
- Creativity & Innovation
- Data Analysis & Decision Making
- Project Management
- Trend Analysis
- Network Performance
- Research
- Stakeholder management
- Agile methodologies
Timeline
Technical Program Manager
Microsoft
06.2024 - Current
Product Manager/ Sr Technical Engineer – Networking Stack
Microsoft
05.2022 - 06.2024
Enterprise Technical Program Manager
Freshworks
07.2021 - 05.2022
Technical Support Engineer
Microsoft
12.2018 - 06.2021
Lead Network Specialist
Verizon India
10.2017 - 12.2018
Senior Network Specialist
Hewlett Packard Enterprise
10.2016 - 10.2017
Senior Systems Engineer
Infosys
10.2012 - 10.2016
Bachelor of Engineering - Computer Science
Panimalar Engineering College
09.2008 - 04.2012
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