SAURABH DOGRA
Monmouth Junction
Summary
Engineering-focused senior leader with 17+ years building, scaling, and modernizing enterprise IT Service Management platforms supporting global, 24x7, mission-critical environments. Proven record of leading platform strategy, engineering execution, and operational resilience across cloud-native and hybrid ecosystems. Known for translating business and product strategy into scalable engineering roadmaps, driving automation, observability, and AI-enabled operations, and partnering deeply with Product, Infrastructure, SRE, and Executive leadership. Extensive experience owning ServiceNow as a platform product, integrating ITSM with CI/CD, event intelligence, and reliability engineering.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Senior Director – IT Service Management & Streaming Operations
NBCUNIVERSAL
Princeton
05.2022 - Current
- Own enterprise ITSM platform strategy supporting global streaming services across North America, Europe, and South Africa, enabling high-availability digital experiences for millions of users.
- Act as Product Owner for ServiceNow, driving roadmap prioritization, platform integrations, automation strategy, and adoption of AI Ops capabilities.
- Lead global engineering-aligned operations teams across Incident, Change, Problem, and Event Management, operating 24x7x365.
- Designed and implemented AI-driven event management and incident detection, significantly reducing time-to-detect and customer impact during high-traffic live events.
- Integrated ITSM workflows with monitoring, observability, and escalation tooling, improving reliability and decision-making during critical incidents.
- Established problem management engineering discipline, ensuring systematic RCA, trend analysis, and permanent remediation.
- Partner closely with Engineering, SRE, Product, and Business leadership to align platform stability with product launches and marquee live events (NFL Exclusives, Premier League, Olympics).
- Defined and enforced change governance and deployment readiness across global teams, including change freezes for high-risk periods.
- Built tiered Special Live Event (SLE) playbooks, enabling repeatable, scalable execution and continuous improvement.
- Launched and operationalized SkyShowtime and Showmax from an ITSM and platform readiness perspective.
- Implemented ServiceNow as the standardized ITSM platform for global streaming operations.
- Delivered measurable improvements in incident detection speed, platform stability, and customer experience during peak events.
- Direct-to-Consumer (Peacock, SkyShowtime, Showmax, NOW)
Director – IT Service Management & Operations
NEWS CORP TECHNOLOGY
Princeton
04.2017 - 04.2022
- Led a global, 24x7 technology operations organization, responsible for reliability of enterprise-wide cloud and on-prem platforms.
- Defined and executed the Monitoring & Tools Services strategy, achieving full end-to-end observability across infrastructure and applications.
- Built and scaled a 200-person Global Operations Center in Bangalore, supporting News Corp’s global digital footprint.
- Integrated ITSM processes with SDLC and CI/CD pipelines, enabling go/no-go deployment decisions based on reliability signals.
- Partnered with AWS and GCP on critical production incident management and platform stability initiatives.
- Chaired Executive Service Review Boards and Change Advisory Boards, presenting platform health, risk, and improvement plans.
- Reduced alert noise by 80%+, materially improving engineer focus and operational efficiency.
- Launched enterprise-wide self-service status dashboards for real-time incident transparency.
- Implemented AI Ops capabilities to move toward proactive and predictive operations.
Senior Manager – IT Operations
HCL AMERICA
Princeton
01.2011 - 04.2017
- Directed enterprise IT operations supporting 9,000+ customers, managing 80K+ annual service desk contacts.
- Led offshore delivery centers and ITIL-based service transformation initiatives.
- Reduced major incident recurrence through improved RCA, knowledge management, and automation.
- Delivered sustained SLA improvements, cost optimization, and team retention.
Education
MBA / PGDBA - Marketing
Symbiosis Centre of Distance Learning
Bachelors -
Bundelkhand University
Skills
Incident management engineering
Global team leadership
Platform availability and resilience
ServiceNow product ownership
Event correlation automation
AWS and GCP operations
SDLC governance integration
Executive stakeholder engagement
Tooling modernization strategy
Product-led delivery models
Certification
- ITIL v3 Foundation
- GIAC Security Leadership
- AWS Cloud Practitioner
- AWS Solutions Architect – Associate
Timeline
Senior Director – IT Service Management & Streaming Operations
NBCUNIVERSAL
05.2022 - Current
Director – IT Service Management & Operations
NEWS CORP TECHNOLOGY
04.2017 - 04.2022
Senior Manager – IT Operations
HCL AMERICA
01.2011 - 04.2017
MBA / PGDBA - Marketing
Symbiosis Centre of Distance Learning
Bachelors -
Bundelkhand University