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
Hyderabad
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
Bengaluru
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
Chennai
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
Bangalore
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
Chennai
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
Chennai
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
Bengaluru
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