Engineering Manager Customer Experience

– GITASHREE GOSWAMI –

Knoxville, TN • 865-***-**** • **********@*****.*** • linkedin.com/in/gitashree-goswami TECHNOLOGY LEADER

Technology leader with 20+ years of delivering scalable and secure platforms that enhance both customer experience and operational efficiency. Gitashree builds high-performing global teams of 25+ people, executes complex business-critical initiatives, and aligns technology strategy with business goals to drive growth, cost optimization, and 80% risk reduction in high-growth environments. Core competencies include:

Platform Engineering

Cloud Architecture & Infrastructure

Quality Engineering & Test Automation

Continuous Delivery (CI/CD)

Agile & DevSecOps

Risk Management & Compliance

Change Management

Stakeholder Engagement

Vendor Management

PROFESSIONAL EXPERIENCE

Engineering Manager 10/2021 – Present

Broadcom (formerly VMware), Knoxville, TN

Led Platform Engineering, Release Engineering, and Quality Engineering teams of 25 people in strategic planning, execution, and large-scale SaaS deployments through cross-functional leadership and process optimization for secure, scalable solutions. Key highlights:

Reduced customer-impacting incidents 80% by leading 8+ platform engineering initiatives that enhanced product stability

Ensured continued platform uptime with 99.5% SLA by implementing robust infrastructure modernization initiatives and operational efficiencies benefiting 20k+ customers

Saved $200k+ in cost of goods sold (COGS) by leading cost reduction projects in collaboration with external product vendors that aligned with business objectives, cost efficiency, and product enhancements

Expanded customer base and business across the EU by leading project, supporting multi-region deployments

Directed security audits, including 4 SOC compliance and ISO audits, 3 internal product security scans, vulnerability analysis, and mitigation strategies

Engineering Manager (SDET)5/2019 – 3/2020

NextGen Healthcare, Bengaluru, India

Managed the Software Development Engineer in Test (SDET) team of 7 engineers, for cloud-based Electronic Health Record system for private practices; driving growth through goal setting, performance reviews, development plans, and coaching. Key highlights:

Reduced incoming customer defects 50% by leading process improvement with Root Cause Analysis (RCA) initiative for issues encountered during production

Enhanced execution efficiency and reduced test cycle time 30-40% by optimizing test automation strategy

Delivered seamless product by partnering with senior leadership to align quality initiatives with business objectives, driving Agile execution, strategic planning, and risk mitigation 80% Staff Engineer 9/2015 – 12/2018

Seagate Technology, Bangalore, India

Managed QA team of 12 engineers for end-to-end major release of 2 complex features in core product family

‘RealStor’, a storage management with workload-aware intelligence for storage arrays. Key highlights:

Guaranteed product quality and stability by partnering with peer QA team on 4 major releases for HPE, Lenovo, and other clients

Delivered successful launch with comprehensive test coverage by leading end-to-end QA for the 4th HPE release

Reduced defect recurrence 90%, resolved customer issues, and optimized processes by leading RCA and CAPA 8D initiatives with dashboards in Jira and Tableau to track and highlight customer issue costs per program

Improved test efficiency 30-40% by designing and executing automated test suites with NUnit, Selenium, and Evault API, integrating automation with Jenkins and Perforce, enhancing CI/CD workflows, and accelerating release cycles

Drove informed decision-making and product delivery by defining test strategies, creating test plans, delivering real-time project insights via weekly dashboards, and collaborating with senior leadership and client teams Technical Lead of Quality Assurance 3/2010 – 9/2015 VMware Software (previously EMC Data Storage Systems), Bengaluru, India

Converted 2 multi-million dollar business deals as a single point of contact with PreSales team for proof-of-concepts at customer sites

Built a high-performing QA team from the ground up and established a dedicated test data center for Application Discovery Manager (ADM) 2.0 by leading the transition of QA operations from Israel to India

Improved provisioning efficiency 30% through seamless provisioning and lifecycle management of virtual, cloud, and physical machines by leading the integration of VMware vCloud Automation Center with vSphere, vCloud Director, and vCloud Orchestrator

Reduced manual testing efforts 60% and streamlined test execution by building an automation framework with Selenium

Technical Lead of Quality Assurance 1/2005 – 3/2010 EMC Data Storage Systems, Bengaluru, India

Reduced critical storage management defects 30% and ensured 99.9% system reliability for enterprise-class storage resource management software by testing and validating EMC ControlCenter (ECC), Clarion array agents, and ECC Host Agents

Reduced testing time 40%, automated regression tests 60%, and accelerated product release cycles by managing 500+ test cases and developing Test Strategy Documents, Test Plans, and Test Summary Reports

Guaranteed compliance with industry security standards and increased enterprise data protection by driving ECC 6.1 Security Features testing, developing Security Test Strategy and Test Plan, and identifying 15+ security vulnerabilities

EDUCATION

Executive MBA in Business Analytics (AI/ML) Leadership & Change Management • New York University Stern School of Business, New York, NY

BE in Electronics & Telecommunication Engineering • Assam Engineering College, Guwahati, India CERTIFICATIONS & TECHNOLOGY SKILLS

Certifications:

ScrumMaster from The Scrum Alliance

VMware Certified Professional from VMWare

Technology Skills:

Cloud: AWS, GCP

Virtualization: ESXi, vSphere, VMware suite of products

Storage: Protocols (SAS, iSCSI, FC), Storage Systems (EMC Clariion, EMC Symmetrix, HP MSA)

Automation Tools: Selenium, eggPlant, WinRunner

Operating Systems & Scripting Languages: Linux, Windows, ESX, Python, Java

DevOps/SRE Tools: GitHub, Jenkins, Rollbar, Terraform

Test Tools: IO Tools, Quality Center, TFS, TestTrack, Jira, Trello, VersionOne, XPlanner

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