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
Bengaluru, Karnataka, India
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
Bengaluru, Karnataka, India
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
Bengaluru, Karnataka, India
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, India06.2014
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