Engineering manager with 5+ years of people leadership at Zendesk, building and scaling teams that own real-time infrastructure serving millions of customer service interactions. Track record of growing engineers (6 promotions across 4 engineers, including intern to senior), mentoring and coaching across seniority levels, merging teams through cultural alignment, and pioneering AI-driven engineering workflows. Previously a senior frontend engineer with deep React expertise.
~/Experience
Engineering Manager2024 ~ present
Zendesk, Singapore
Manage a team of 8 engineers (Senior to Senior Staff) owning Zendesk's real-time omnichannel routing infrastructure, serving enterprise customers at scale
Merged two teams into a unified team during a transition period where key senior members were unavailable. Co-created processes, identity, and culture with the team through collaborative decision-making. Presented this playbook at an internal tech summit
Coached every original team member up over 3 years, achieving 6 promotions across 4 engineers (intern to senior engineer, two to Staff, one to Senior Staff) through structured performance management, stretch assignments, and deliberate project ownership
Ship 2+ product epics per quarter, consistently ahead of schedule. Own quarterly roadmap planning with epic-level sprint breakdowns. Team adapts quickly to production incidents, cross-functional requests, and shifting priorities
Drove AI adoption beyond own team: built reusable AI developer tools, helped other teams roll out AI-assisted code reviews, and introduced AI-driven end-to-end testing for a greenfield service
Established engineering culture through lab days, hackathons, and knowledge-sharing sessions. Founded a social community club, organizing quarterly events for the Singapore engineering community
Engineering Manager2021 ~ 2024
Zendesk, Singapore
Built a team of 5 engineers from inception, owning backend routing services for Zendesk's Agent Workspace
Owned a cross-org workstream end-to-end, influencing frontend, QA, and product teams across multiple offices to align on a shared delivery plan. Coordinated cross-functional delivery through EAP, beta, and GA
Established all team processes from scratch: sprint cadence, 1-on-1 framework with structured performance management, on-call rotations, quarterly roadmap planning with OKRs, feedback sessions, and champion roles
Improved production smoke test reliability, proactively capturing incidents before customer impact. Consistently met operational SLAs
Sustained team delivery velocity and morale through an org-wide layoff that directly impacted the team, guiding the team through the transition with clear communication and stakeholder management
Senior Frontend Engineer2019 ~ 2021
Zendesk, Singapore
Developed frontend features for Zendesk Agent Workspace including Chat Dashboard, chat-to-messaging migration, and Answer Bot handoff for Native Messaging
Introduced a React hook pattern to eliminate unnecessary backend calls. Became a standard pattern adopted across the codebase. Co-presented at an internal tech summit
Led Cypress E2E testing POC and owned smoke testing, capturing 7 production incidents in 6 weeks
Founded the biweekly SG Tech Brownbag series for the Singapore engineering community
JavaScript Engineer2018 ~ 2019
Standard Chartered Bank, Singapore
Managed internal open-source React UI component library with design system documentation, automated versioning and CI/CD release pipeline, used by 5+ engineering teams across the bank's digital banking division
Built and maintained shared frontend tooling within a regulated banking environment: custom react-scripts, Babel/ESLint presets, and custom ESLint plugins, adhering to internal audit and compliance standards
