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Principal Service Manager @Workday
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WORK HISTORY
Principal Service Manager @Workday
Pleasanton, CA, US
EDUCATION
N M A M Institute of Technology, NITTE
Bachelor's degree, Electrical, Electronics and Communications Engineering
ABOUT BERNIL QUADROS
Principal Technical Program Manager with 12+ years driving platform reliability, Major Incident and Escalation Management, Crisis Response, and cross-functional program ownership across global, high-stakes cloud environments. Expert in building and owning portfolios of reliability programs — establishing platform-wide standards, KPI frameworks, and scalable processes that reduce recurrence and improve operational outcomes at scale. Proven track record leading cross-functional incident response with SRE, Engineering, Product, PR/Corp Comms, Legal, Security & Safety teams — commanding critical events including externally-visible, product integrity, and trust incidents affecting thousands of users, while steering executive-level communications under pressure. Trusted by executive leadership to make real-time judgment calls in ambiguous, high-stakes situations. Skilled at partnering with SRE and engineering organizations to define reliability best practices, influence adoption across organizational boundaries, and translate systemic risk patterns into measurable improvements. Expert in building AI-native operational frameworks that transform complex technical failures into strategic executive trade-offs and systemic product improvements.
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