Mohanakrishnan N

• Led a team of five engineers to deliver multiple AI-powered features for Freshservice ITSM, meeting deadlines and project objectives.
• Collaborated with product and cross-functional teams from roadmap ideation to feature delivery to ensure alignment with business goals.
• Designed and led the development of a Virtual AI Agent for Slack & Microsoft Teams, improving ticket deflection rates for ITSM customers.
• Developed RBAC-integrated Retrieval Augmented Generation (RAG) pipeline to ensure controlled knowledge retrieval for AI-driven interactions.
• Built a multi-lingual search and AI-driven translation layer, enhancing accessibility for a global user base.
• Improved search, embedding models, and reranking techniques, leading to better AI-driven recommendations.
• Deployed and monitored supervised ML models in a high-performance, scalable production environment.
• Designed data collection pipelines for feedback and analytics, enabling data-driven decision-making.

• Designed and developed a data pipeline for business analytics, providing ITSM customers with insights into their organization's operations and performance.
• Migrated the legacy reporting module to a new analytics platform, ensuring a seamless transition for existing customers through strategic planning with the product team.
• Decommissioned an outdated ETL system, optimizing infrastructure and reducing unnecessary costs.
• Mentored junior developers, enhancing team productivity and technical capabilities.

• Developed real-time ocean freight visibility and tracking features for FourKites' SaaS platform, leveraging a microservices architecture and following Agile methodologies.

Developed search-related features as part of the Zoho search platform, enhancing search efficiency across multiple applications.