Rajagopal Arunachalam

• Backlog & User Story Ownership: Owned and prioritized the product backlog for digital servicing and unified identity (RVID) features using WSJF framework, authoring detailed user stories and acceptance criteria for cross-functional pods.
• AI-Driven Personalization & Journeys: Partnered with UX and engineering to integrate AI/ML predictive journey models and self-service capabilities, personalizing customer flows, boosting conversion by 27%, and driving $5M ARR.
• Business Readiness & Governance: Led change governance and business readiness protocols—including end-to-end testing, stakeholder training, and rollout comms ensuring smooth, zero-disruption implementations.
• Team OKRs & Value Realization: Formulated Team OKRs, continuously measuring product performance and telemetry data to guide sprint priorities and back-office efficiency improvements.

• Technical Product Ownership: Managed the technical product backlog and technical design for continuous monitoring assets and real-time telemetry pipelines across AWS environments.
• AI/ML Anomaly Detection & Incident Investigation: Led the integration of automated ML-driven anomaly detection engines into ingestion workflows, investigating incidents and building contingency plans that reduced change disruptions by 25% and cut MTTR by 15%.
• Risk Management & Technical Governance: Governed operational risk models, change controls, and environment capacity planning for high-availability group-wide assets maintaining 99.9% uptime.
• Environment Planning & Change Governance: Governed platform change readiness, risk management protocols, and cloud environment planning across AWS infrastructure, consistently maintaining 99.9% deployment success during peak volume release windows.

• Product & Scrum Leadership: Transitioned from core ITSM to serve as Agile/Scrum Lead across engineering pods, coaching teams on story mapping, backlog refinement, and development frameworks.
• AIOps & Process Automation: Facilitated the adoption of AI-assisted monitoring and operational automation rules within cloud microservices pipelines, streamlining deployment workflows and reducing manual handoffs.
• Business Readiness & Incident Management: Governed change control, user acceptance testing, and Major Incident Management for enterprise SaaS platforms to ensure smooth transitions and 100% SLA compliance.

• Operational & Change Governance: Governed ITIL Change, Incident, and Problem Management processes, ensuring strict risk controls, compliance, and service stability.
• System Diagnostics & Runbooks: Developed diagnostic runbooks, Splunk event-monitoring dashboards, and Standard Operating Procedures (SOPs) for hardware and platform maintenance.
• Operational Analytics & Performance Reporting: Leveraged operational performance data and executive dashboards to monitor service level agreements (SLAs), identify process bottlenecks, and optimize resource allocation for continuous delivery improvement.

• Hardware Device Operations Support: Supported 24/7 technical operations, device-level diagnostics, and operational infrastructure for Comcast physical edge devices (Modems, STBs, Smart Cameras), maintaining 99.9% platform application availability.
• Telemetry & Signal Monitoring: Developed custom Splunk dashboards to monitor device health metrics, power/signal integrity indicators, and hardware event logs to support proactive risk identification and root-cause failure analysis.
• Operational Governance & Diagnostics Runbooks: Authored Standard Operating Procedures (SOPs), hardware diagnostic runbooks and testing protocols for physical device troubleshooting and firmware updates.
• Knowledge Transfer & Process Standardization: Facilitated technical Knowledge Transfer (KT) sessions across onshore and offshore operations teams to standardize hardware diagnostic procedures and operational readiness.