Prathiksha M S

Delivery Manager | Atlassian

Sep 2025 – Present

• Lead a portfolio of 30+ concurrent enterprise cloud migration programs, driving planning, governance, risk management, stakeholder alignment, and delivery execution in 6 months.
• Successfully delivered 26+ enterprise cloud migrations within the first 8 months, enabling customers to transition mission-critical workloads from Data Center environments to Atlassian Cloud.
• Managed migration programs ranging from $1M–$3M in value, supporting enterprise, public sector, and government customers across diverse industries.
• Oversaw migrations with an average size of 4,000 users, contributing to the successful migration of 50,000+ users to the cloud in 6 months.
• Established governance frameworks, delivery cadences, executive reporting, and risk mitigation plans to ensure successful outcomes across complex, multi-stakeholder engagements.
• Acted as the primary program lead for customer executives, technical teams, implementation partners, and internal stakeholders across Product, Engineering, Support, and Solution Engineering.
• Maintained exceptional customer satisfaction, achieving 15 positive migration success surveys out of 20 received from customers undergoing Data Center to Cloud transformations in the past half year FY26 H2.
• Drove operational improvements and standardized migration practices to improve scalability, consistency, and customer outcomes across multiple engagements.

• Consistently ranked among the top-performing engineers within the EMEA organization, contributing approximately 15–20% of all EMEA customer satisfaction surveys over a four-year period within a team of more than 50 engineers.
• Led resolution efforts for complex, business-critical customer escalations involving enterprise-scale cloud environments and strategic accounts.
• Partnered with Product, Engineering, and Support leadership teams to influence product improvements, operational enhancements, and customer success initiatives.
• Spearheaded multiple initiatives focused on improving operational efficiency, knowledge management, onboarding, and service delivery effectiveness.
• Served as Team Coach, mentoring engineers on technical excellence, customer engagement, and career development, helping multiple team members achieve promotions and expanded responsibilities.
• Supported pilot programs, UAT initiatives, and product launches, providing customer insights and technical expertise that contributed to successful feature adoption and improved customer experience.
• Drove automation and process optimization efforts that reduced manual effort, improved case resolution efficiency, and enhanced team productivity.
• Improved policies, SOPs, and processes to help cater to the new developments and more efficient support processes.

• Handled various escalations for Enterprise customers where we had Data Loss/Data Unavailability working with different teams like the SAM, CSM, TAM, Field Engineers, Stakeholders, and internal CSS teams.
• Created detailed documentation of customer issues and resolutions for future reference.
• Performed root cause analysis on customer issues and provided recommendations for product improvements.
• Collaborated with the engineering team to quickly identify and resolve customer issues.
• Utilized scripting and automation tools to streamline customer support processes.

• Collaborated with cross-functional teams to resolve complex technical problems and implement best practices, improving team workflow.
• Installed, configured, and maintained systems, including network tools and business applications, to ensure operational efficiency.
• Supported product infrastructure and resolved end-user technical issues to enhance system reliability.