Scale
GCC ownership, governance, and leadership.
Deputy Director · Technology & Operations
Technology leadership that turns complexity into measurable impact.
I’m Sachin Kapoor, an award-winning technology and GCC leader with 18.5+ years of experience building reliable, cost-efficient, AI-enabled operating models and strategic capabilities.
- Award GCC Technology Leader of the Year
- Alumni IIM Indore Executive Education
- 45+
- Applications transitioned
- $1.2M+
- Year-over-year savings
- 25+ / 35+
- FTEs / partner resources
- 40+
- Mission-critical apps
Hyderabad, India
Leadership focus
GCCs · Content Strategy · .NET & Microsoft Cloud · AI · ITSM · Automation
About me
Building technology organizations that operate with clarity.
I combine executive leadership with hands-on technology depth across content strategy, engineering, Microsoft cloud, SRE, DevSecOps, FinOps, ITSM, GenAI, and intelligent automation.
At PepsiCo, I lead a 25+ application portfolio and multidisciplinary teams, with a focus on accountable governance, resilient engineering, measurable service operations, and pragmatic innovation. My work connects business outcomes with the systems, practices, and people needed to sustain them.
My hands-on engineering foundation includes C#, .NET/.NET Core, ASP.NET, microservices, Azure PaaS, data-access architecture, observability, and CI/CD— experience that continues to shape how I lead architecture and delivery.
Content strategy & automation
Connecting governed content with intelligent operations.
I build the strategy and operating foundations that make enterprise content reusable, measurable, and ready for activation—then apply automation and AI to reduce friction across service operations.
Content strategy & digital experience
From fragmented publishing to a governed content ecosystem.
Defined PepsiCo’s corporate-site content strategy and led the redesign from Sitefinity to Sitecore CMS, aligning content, platforms, governance, and insight around a more connected enterprise model.
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Strategy
Defined the corporate-site content direction and platform modernization approach.
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Govern
Established Sitecore Content Hub as the single source of truth and retired fragmented content-sharing services.
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Activate
Integrated Content Hub with Sitecore and omnichannel publishing, and introduced Bynder DAM with marketing and AI tools.
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Measure
Integrated TryProFound GenAI analytics, FullStory, and GA4 to strengthen digital insight.
Automation & AI-led operations
From manual service work to proactive, guided self-service.
Established the ITSM operating model and built an automation portfolio spanning operational reporting, workflow orchestration, AI ticket triage, RAG-enabled support, and emerging agentic integration patterns.
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Orchestrate
Built Power Apps and Power Automate workflows for triage, approvals, notifications, SLA tracking, problem records, and reporting.
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Automate
Launched Zero Hero for zero-touch reporting across MTTR, SLA breaches, FCR, incident trends, problem management, and recognition.
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Augment
Delivered Kognito-based AI triage for misrouted tickets and Oscar, a RAG-enabled ServiceNow support chatbot.
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Expand
Extended AI-led operations through an SRE agent, email-to-ticket automation, RAG analytics, and agentic integration patterns.
Professional experience
Leading transformation from strategy to sustainment.
18.5+ years across enterprise technology, consulting, architecture, and operations.
PepsiCo GCC
Deputy Director — Technology & Operations
- Lead 25+ FTEs and 35+ partner resources, presenting Operations and Engineering Reviews across delivery, reliability, ITSM, financials, risks, and transformation progress.
- Own delivery and sustainment for 25+ applications within a broader landscape of 40+ mission-critical platforms across communications, R&D, legal, employee experience, and commercial functions.
- Standardized Transition to Sustain and Release to Sustain for 45+ applications through readiness criteria, knowledge transfer, runbooks, release controls, hypercare, and acceptance checkpoints.
- Established end-to-end ITSM and SRE practices spanning service governance, observability, SLOs, error budgets, health checks, escalation paths, and continuous improvement.
- Led the corporate-site content strategy, Sitecore modernization, Content Hub and Bynder DAM adoption, and omnichannel publishing integration for enterprise content activation.
- Built Power Platform and AI-led service automations spanning operational reporting, workflow orchestration, intelligent ticket triage, and RAG-enabled self-service.
- Built standardized CI/CD and DevSecOps pipelines with Azure DevOps, Argo CD, SonarQube, Fortify, and Snyk, including automated quality, security, approval, and deployment gates.
- Led cloud migrations and FinOps governance that delivered more than $500K in corporate-site savings and $1.2M+ in year-over-year savings overall.
Sodexo via CGI Inc. / Netlink Software Group
Manager Consulting Expert / Architect
- Led architecture and delivery for the Retail Ranger, Bite, and Bite University platforms across location discovery, menu personalization, ordering, promotions, feedback, and unit operations.
- Directed a 10+ member onsite/offshore team, translating business needs into architecture, estimates, delivery plans, standards, and support models.
- Delivered cloud-native and microservices solutions using .NET Core/.NET 5, C#, ASP.NET Web API, Angular, Azure PaaS, Azure Functions, SQL Server, and Azure DevOps.
Career progression
Engineering, Architecture & Technology Delivery
Nuance Communications / Microsoft · Cognizant Technology Solutions · Regal Beloit · ValueLabs · Cyient · Venture Software and Development Solution
Company & domain experience
A career shaped across global organizations and industries.
Leadership and engineering experience across Food & Beverage, Retail, Healthcare, and Transportation domains.
Aug 2021 — Present
PepsiCo GCC
Food & Beverage / Retail
Technology & Operations leadershipSep 2018 — Aug 2021
Sodexo via CGI Inc. / Netlink
Retail Technology
Consulting, architecture & deliveryJul 2008 — Sep 2018
Earlier technology organizations
Engineering, architecture, and technology delivery progression
- Nuance Communications / MicrosoftApr 2018 — Sep 2018
- Cognizant Technology SolutionsJul 2016 — Apr 2018
- Regal BeloitAug 2014 — Jun 2016
- ValueLabsApr 2013 — Aug 2014
- CyientFeb 2011 — Apr 2013
- Venture Software and Development SolutionJul 2008 — Mar 2010
Industry domains
- Food & Beverage
- Retail
- Healthcare
- Transportation
Skills & technologies
A broad portfolio, grounded in enterprise delivery.
Microsoft engineering foundation
Hands-on architecture and delivery across the .NET ecosystem.
Led cloud-native and microservices delivery while remaining grounded in application architecture, APIs, data access, telemetry, and production engineering across Microsoft technologies.
C# & .NET
.NET/.NET Core, .NET 5, ASP.NET MVC, ASP.NET Web API, and Azure Functions.
APIs & Microservices
Web/mobile, API, domain, service, and repository layers for cloud-native solutions.
Data Access & SQL
Entity Framework, ADO.NET, LINQ, stored procedures, and SQL Server.
Azure & CI/CD
Azure PaaS, Application Insights, Azure DevOps, and CI/CD across QA, onboarding, and production.
01
Microsoft
Azure, C#, .NET/.NET Core, ASP.NET MVC & Web API, Azure Functions, Azure DevOps, Power Apps, Power Automate, Power BI, Azure OpenAI, ADF, SQL Server, Application Insights
02
AI & Automation
Power Apps, Power Automate, ITSM workflow automation, AI ticket triage, RAG-enabled self-service, email-to-ticket automation, agentic AI, LangChain, MCP, Hugging Face, Azure OpenAI, Grok, Mistral, OneReach.ai, Python, ServiceNow automation, GitHub Copilot, Windsurf
03
SRE & ITSM
ServiceNow, incident, problem, change, and release management, SLAs/SLOs, FCR, MTTR, AppDynamics, Datadog, CloudWatch, TCS IGNIO, Azure Monitor, Log Analytics
04
Cloud & Digital
Content strategy, content lifecycle governance, AWS, Azure PaaS, Docker, Argo CD, Flexera FinOps, Sitecore CMS/XP, Sitecore Content Hub, Sitefinity, Bynder DAM, omnichannel publishing, Apache Kafka, Angular, React/Next.js, OutSystems
05
Leadership & Delivery
GCC leadership, managed services, vendor governance, SOW management, SAP Fieldglass, Agile, SAFe, PI planning, DORA metrics, DevSecOps, FinOps, JIRA, Trello, Clarity
Key projects
Platforms built for communication, operations, and growth.
Enterprise programs spanning external and internal communications, ITSM automation, retail platforms, DevSecOps, cloud migration, and FinOps.
External communications · Corporate digital experience
PepsiCo corporate sites & enterprise content ecosystem
Led modernization across 24 PepsiCo corporate sites in close partnership with the Corporate Communications business team. Directed migration from Sitefinity to Sitecore CMS and integrated Sitecore Content Hub as the single source of content for the corporate-site ecosystem.
Internal communications · Omnichannel publishing
COMPASS internal communications platform
Led migration of PepsiCo’s legacy internal communications application, built on Java, Drupal, and microservices. Modernized the content foundation with Sitecore Content Hub and integrated multiple channels for enterprise-wide content distribution.
AI automation · ITSM operations
AI-enabled ITSM monitoring & leadership visibility
Applied AI, Power Automate, and Power Apps to automate ITSM monitoring, support MTTR and SLA-breach reduction, and strengthen leadership oversight. Built Power BI dashboards for operational monitoring and decision support.
Service recognition · Intelligent automation
Zero Hero
Created a responsive recognition mechanism for teams and individuals based on healthy ServiceNow service metrics, supported by Power BI reporting, Power Automate workflows, and AI/RAG capabilities.
Retail platforms · Cloud-native engineering
Retail Ranger, Bite & Bite University
Led architecture and delivery for retail experiences spanning location discovery, menu personalization, food ordering, promotions, feedback, and unit-manager operations. Delivered cloud-native microservices using .NET Core/.NET 5, C#, ASP.NET Web API, Angular, Azure PaaS, Azure Functions, SQL Server, and Azure DevOps.
Engineering excellence · Secure delivery
Enterprise DevSecOps pipelines
Standardized CI/CD with automated build, test, security, approval, and deployment gates across Microsoft cloud and application platforms.
Cloud transformation · FinOps
Cloud migration & FinOpsHub
Led migrations from Akamai and other hosting environments to AWS and built FinOpsHub with Flexera-sourced cloud data and governance controls, supporting $1.2M+ in year-over-year savings.
Credentials & recognition
Continuous learning, recognized leadership.
IIM Indore Executive Education Alumni
Certificate Programme in Digital Transformation and AI for Leaders
22-week online programme · September 2025 — March 2026
Certifications
Enterprise architecture & Microsoft Azure
TOGAF 9.2 and four Microsoft Azure certifications.
- TOGAF 9.2
- Microsoft Azure AZ-104
- Microsoft Azure AZ-204
- Microsoft Azure AZ-305
- Microsoft Azure AZ-400
Education
Master of Computer Applications
NIE Bhopal · 2009
Bachelor of Computer Applications
Makhan Lal Chaturvedi Patrakarita Vishwavidyalaya · 2005
Selected recognition
- GCC Technology Leader of the Year — Humans of GCC, Hyderabad Edition
- PepsiCo Act as Owner Award
- First Place — PepsiCo HBS Hackathon 2023
- PepsiCo 15+ Smile Award
- Gold Apex 2021 · Bronze Zeta 2020
- Half-Yearly Simplification Award
Featured milestones
Leadership recognition and executive education.
Independent recognition for GCC technology leadership, paired with continued executive learning in digital transformation and AI.
Leadership award
GCC Technology Leader of the Year
Recognized by Humans of GCC, Hyderabad Edition, through the Triumphs of Talent platform as a jury-led, merit-driven leadership honor.
Executive education
IIM Indore Executive Education Alumni
Completed the 22-week online Certificate Programme in Digital Transformation and AI for Leaders, conducted by the Indian Institute of Management Indore from September 2025 to March 2026.
Contact
Let’s discuss technology, transformation, and what’s next.
For professional conversations, leadership opportunities, or collaboration, connect with me on LinkedIn or send an email.