Summary
Overview
Work History
Education
Skills
Certification
Languages
Project Highlights
Awards Recognition
Hobbies and Interests
Timeline
Generic
Shivang Pathak

Shivang Pathak

Bengaluru

Summary

Hands-on Technical Manager and Certified Kubernetes Administrator (CKA) with 11+ years of experience in IT, blending people leadership with deep expertise in EDI/B2B integrations, DevOps, and AI-driven automation. Skilled in leading high-performance teams, managing cloud-native transformations, and delivering end-to-end automation solutions across Kubernetes/OpenShift ecosystems. Adept in modern engineering practices, mentoring engineers, and implementing scalable, secure systems that drive operational efficiency and innovation.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Senior-Principal Product Support Engineer / Technical Manager

Precisely
06.2020 - Current
  • Lead a team of support engineers, driving technical mentorship, sprint planning, workload prioritization, and quarterly performance reviews.
  • Defined team OKRs and KPIs to align support goals with organizational strategy, resulting in a 25% improvement in issue resolution efficiency.
  • Conduct regular 1:1s, provide career growth guidance, and ensure team engagement through continuous feedback and recognition.
  • Collaborated with senior leadership to shape support strategy, budget planning, hiring roadmap, and onboarding programs.
  • Coordinated cross-functional communication between engineering, product, and customer success teams to ensure timely resolution of high-impact issues.
  • Facilitated regular team retrospectives and performance calibration sessions to identify improvement areas and celebrate wins.
  • Championed diversity and inclusion efforts within the team by promoting open communication and fostering a psychologically safe work environment.
  • Supported the development of leadership skills among senior engineers by delegating responsibilities and involving them in strategic initiatives.
  • Managed leave planning, team capacity forecasting, and ensured 24/7 coverage for business-critical systems.
  • Represented the team in global leadership meetings, ensuring visibility into team priorities, blockers, and accomplishments.
  • Handled conflict resolution and guided career pathing discussions to retain and motivate key talent.
  • Directed end-to-end Kubernetes and OpenShift-based deployment of IBM Sterling B2B Integrator; handled architecture decisions, RBAC, persistent storage, and secrets management.
  • Initiated and led the development of an AI Agent for Support Automation, integrating NLP and LLM pipelines to auto-categorize tickets, generate troubleshooting steps, and reduce MTTR by 30%.
  • Championed sentiment analysis and survey prediction models using RoBERTa and XGBoost to improve customer feedback insights.
  • Migrated monolithic applications to containerized microservices, ensuring zero downtime and smooth transition.
  • Designed and deployed cluster health monitoring via Prometheus/Grafana dashboards and alerting pipelines.
  • Collaborated cross-functionally to develop Helm charts and configure Operators, OCS, and Istio Service Mesh.

Senior Corporate EDI Analyst

Koch Business Solutions
04.2018 - 06.2020
  • Acted as EDI SME while mentoring junior analysts in B2B best practices and Sterling Integrator configurations.
  • Automated complex EDI workflows and alerts using Python scripts and RPA.
  • Spearheaded uptime improvement by deploying proactive health-check CronJobs and custom monitoring tools.
  • Worked with logistics and manufacturing EDI transactions, optimizing end-to-end partner communication.

B2Bi Consultant

IBM ISL Labs
02.2015 - 03.2018
  • Delivered EDI integration for clients like CEVA, Brady, Philips, and BBU across retail and healthcare sectors.
  • Managed full partner onboarding and transformation lifecycle including map development and production support.
  • Built reusable templates to reduce onboarding time by 40%.

Education

Postgraduate Degree - Artificial Intelligence & Machine Learning

University of Austin
04.2020

Bachelor of Technology - Computer Science

Uttar Pradesh Technical University
Lucknow, India
06.2014

Skills

  • Leadership development and team building
  • Strategic planning and cross-functional coordination
  • Performance management and conflict resolution
  • Team leadership and mentoring
  • Cloud infrastructure and container orchestration (Kubernetes, OpenShift)
  • DevOps automation and CI/CD pipelines
  • Machine learning and sentiment analysis
  • Python
  • Shell scripting
  • Helm
  • Prometheus
  • Grafana
  • IBM Sterling B2B Integrator
  • SFG
  • AI/ML-based support automation
  • Amazon Web Services (AWS)
  • EDI standards (X12, EDIFACT) and B2B integrations
  • IT service management and production support
  • Product management
  • Strategic leadership
  • Innovation management

Certification

  • Certified Kubernetes Administrator (CKA), CNCF
  • A2 Level Certified German Speaker

Languages

English
German

Project Highlights

  • AI Agent for Support Automation, 2024, Designed and led the development of an AI agent using LLMs and RAG architecture to automate customer ticket triage, sentiment detection, and solution generation.
  • Case Sentiment Analytics Platform, 2024, Built a RoBERTa-powered system for analyzing multi-email case threads to produce overall sentiment scores; enhanced CSAT prediction models.
  • Sterling B2B on OpenShift, 2024, Architected end-to-end deployment on OCP, integrating persistent storage, Ingress, secrets, and service mesh for hybrid workloads.
  • On-Prem to Cloud Migration, 2024, Led containerization efforts, application refactoring, and secure cloud transitions for legacy EDI systems.

Awards Recognition

  • 3x Best Performing Employee at Precisely for project leadership and technical contributions.
  • Recognized for automation of Sterling Integrator deployments and LLM integration in support operations.

Hobbies and Interests

  • Exploring emerging technologies like LLMs, Kubernetes Operators, and observability tools.
  • Experimenting with real-world AI use cases.
  • Dancing and performing arts for creative expression.

Timeline

Senior-Principal Product Support Engineer / Technical Manager

Precisely
06.2020 - Current

Senior Corporate EDI Analyst

Koch Business Solutions
04.2018 - 06.2020

B2Bi Consultant

IBM ISL Labs
02.2015 - 03.2018

Bachelor of Technology - Computer Science

Uttar Pradesh Technical University

Postgraduate Degree - Artificial Intelligence & Machine Learning

University of Austin

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Shivang Pathak