Jan 2024 – Jun 2024 · 5 mos

Apr 2023 – Dec 2023 · 8 mos

• Dynamic Leader: Tech Support & Customer Success
• I have a strong track record of inspiring, leading, and cultivating high-performing teams in tech support and customer success. Key highlights of my leadership journey include:
• Global Operations Oversight: Led tech support and customer success operations in India, covering EMEA and APAC regions, driving global excellence and satisfaction.
• Visionary Strategy & Roadmap: Developed and executed business strategies and roadmaps rooted in technical depth and customer empathy, solving customer needs.
• Cross-Functional Collaboration: Formed cross-functional product teams, uniting stakeholders from Engineering, Tech Support, and Quality Engineering for streamlined development aligned with customer touchpoints.
• Customer Satisfaction Focus: Prioritized exceptional customer satisfaction, managing escalations and influencing product roadmaps with engineering teams.
• Continuous Improvement: Advocated for continuous process improvement in our dynamic organization, enhancing operational efficiency.
• People Management: Managed diverse teams including team members, leads, scrum masters, and product owners, fostering their growth.
• Performance Excellence: Achieved or exceeded targeted service and performance standards, closely tracking CSAT, SLA, TTR, backlog, productivity, and retention.
• Incident Management: Established incident management workflows for efficient issue resolution and customer satisfaction.
• Strategic Account Recovery: Played a pivotal role in strategic recovery for at-risk accounts, contributing to post-sales success.
• Technical & Customer Readiness: Ensured engineers in customer success were technically and customer-ready, driving competence and excellence.
• Throughout my journey, I championed customer advocacy, influencing support interfaces, and fostering collaborations to deliver outstanding experiences. My leadership has been dedicated to team and organizational success.

Nov 2022 – Apr 2023 · 5 mos

• Inspire, lead and grow a team of Tech support Engineers.
• Driving technical support operation and customer success operations from India (covering EMEA and APAC region).
• Developing and driving vision, business strategy, and roadmap for products.Using the technical depth and customer empathy to inform product decisions focused on solving our customer's needs and pinpoints.
• Forming a cross-functional product team, bringing stakeholders from Engineering, Technical Support, and Quality Engineering to create a streamlined, collaborative development process aligned to each customer touchpoint. 
 Ensure Customer Satisfaction / Manage Customer Escalations.
• Negotiate product roadmap / feature sets with the product and engineering teams
• Continuous Process Improvement / Managing Change in a Dynamic Organization.
• People management responsibilities for team members, track leads, scrum masters and product owners.
• Ensuring targeted service and performance standards are achieved or exceeded.
• Champion customer advocacy, collaborate with and influence support interfaces leading to excellent customer experience with services and support
• Manage Support metrics as they pertains to customer satisfaction - CSAT, SLA, TTR, Backlog, Team Productivity, Engineering escalation and Customer retention.
Establishment and adoption of incident management process workflow for CS function.
• Involved in Strategic Recovery for Accounts at Risk, as a part of Post-Sales.
• Responsible for Technical & Customer Handling Readiness of Engineers in the customer success function.

Aug 2021 – Nov 2022 · 1 yr 3 mos · Bengaluru, Karnataka, India

• Leading the entire Product Support Team of 25+ FTE consisting of Team Managers, Senior Product Support Engineer, Product Support Engineer and Associate Product Support Engineer.
• Running the Day to day operations for the overall health of OPEN’s Product offerings.
• Identifying and coaching support engineers, building a culture of excellence around support operations.
• In-depth analysis of support operational metrics, keep a close eye on state of the business and explore areas of improvement to senior leadership.
• Foster an environment that drives performance and quality in the areas of customer satisfaction, knowledge creation, technical expertise ,day to day operations management activities including adherence to SOP’s
• Maintain cross-functional influence by partnering with Development teams,Customer Experience teams and relevant stakeholders for reduction of customer friction.

Nov 2019 – Aug 2021 · 1 yr 9 mos · Bengaluru, Karnataka, India

• Dedicated to Delivering Exceptional Support and Solutions
• Throughout my career, I have been instrumental in providing top-notch support and solutions. Here are some key aspects of my role:
• Ticket Analysis and Engineering Liaison: I conduct weekly ticket analysis, compiling insights and recommendations for the Engineering team to enhance product quality.
• Escalation Handling: I am adept at handling escalations and resolving issues promptly during my shifts, ensuring seamless operations.
• Employee Grievance Resolution: As a first-line approver, I address employee grievances within my team, promoting a positive work environment.
• Active Participation in Meetings: I actively participate in daily and weekly team and management level meetings, fostering collaboration and alignment.
• Real-time Issue Updates: I maintain a daily communication channel to keep the entire team informed about ongoing issues and developments.
• Cross-functional Collaboration: I work closely with QA and Development teams to discuss and test reported issues, contributing to effective issue resolution.
• Report Generation: I generate user-level, client-level, and partner-level reports as needed, utilizing my analytical skills.
• Technical Proficiency: Proficient in Linux, SQL basics, and adept at writing MongoDB queries, I troubleshoot software and resolve advanced issues within escalation procedures.
• Logging Expertise: I am skilled in utilizing Graylog for log analysis, further enhancing troubleshooting capabilities.
• Effective Communication: With strong written and verbal communication skills, I document processes and engage with customers professionally.
• Customer-Centric Approach: I am dedicated to exceeding customer expectations, focusing on customer support and satisfaction.
• Leadership Experience: Currently, I serve as the Acting Team Lead in Product Support, managing a team of six individuals, fostering their growth and productivity.

Apr 2018 – Oct 2019 · 1 yr 6 mos · Hyderabad, Telangana, India

• Oversaw Enterprise Service Activation Platform (ESAP) for Network Element Provisioning in VOIP Switches
• In my role overseeing the Enterprise Service Activation Platform (ESAP), I played a pivotal role in provisioning network elements such as BroadSoft, SBC, and NS/RS (network and redirect server) for activating VOIP switches at the enterprise level.
• Key Achievements and Responsibilities:
• Product Performance Enhancement: I consolidated product performance by engaging with senior management, generating reports, tracking project milestones, and ensuring the timely release of permanent fixes to the codebase, contributing to the overall product stability.
• SLA Management: Coordinating closely with the team, I maintained a stringent focus on SLA management, preventing any SLA misses and effectively escalating priority issues for resolution.
• Quality Assurance Collaboration: I collaborated extensively with Quality Assurance Teams to develop robust test plans, safeguarding the integrity of production during any changes or updates.
• Business Process Improvement: Working closely with Subject Matter Experts (SMEs), I gained valuable insights into business processes and initiated improvements where necessary.
• Adhoc Request Resolution: I addressed ad-hoc requests from the business, facilitating discussions and resolving issues not covered by existing tickets, including knowledge gaps and training needs.
• Compliance and Security: I performed tasks in full compliance with corporate security programs and adhered to rigorous change management processes.
• Team Leadership: I successfully led and managed a dynamic 6-member team, fostering collaboration and achieving shared goals.

Apr 2016 – Mar 2018 · 1 yr 11 mos · Hyderabad, Telangana, India

• Collaborated with Developers to Diagnose and Resolve Issues, Implementing Quick Solutions for Failure Recovery
• Within my role, I worked closely with developers to meticulously debug and analyze various issues, pinpointing their root causes, and providing timely suggestions for immediate failure recovery.
• Key Accomplishments:
• Customer-Centric Product Feature Support: I diligently addressed product feature-related issues, aligning them with customer requirements received from the Customer Self Service Operations Portal (CSSOP), ensuring customer satisfaction.
• 24/7 On-Call Support: Committed to uninterrupted service, I provided round-the-clock "on-call" support coverage, guaranteeing rapid responses to critical operational issues.
• Proactive Issue Monitoring: I employed effective monitoring techniques to proactively identify operational support issues, taking prompt actions to maintain and enhance service levels, thus ensuring optimal performance.
• Swift Hot Fix Implementation: In a high-pressure production environment, I efficiently identified and executed hot fixes, swiftly resolving issues and minimizing disruption to operations.

Nov 2013 – Oct 2015 · 1 yr 11 mos · Noida, Uttar Pradesh, India

• Migrated existing applications to SAP to create an integrated seamless workflow, which enabled ease of management and operations.
• Participated in rotating 24x7 "on call" support coverage for severity 1
• Responsible for incident / problem ticket management, following ITIL processes, ensuring all relevant information is appropriately analysed and recorded.
• Establish, maintain and review operational procedures in the assigned area of responsibility, ensuring accuracy, effectiveness and efficiency.
• Efficiently identified, implemented application fixes and resolved issues in production environment
• Effectively plan, prioritize and execute everyday floor operations targets
• Provide appropriate status updates to key stakeholders, business teams and Managers, via effective ticket management.
• Assisted Quality Assurance team in validating bug fixes and patches
• Timely follow up with team and other departments on escalated issue and Turn around tense situations with irate customers into positive outcomes.
• Training to customers and internal staff.

Jan 2013 – Nov 2013 · 10 mos · Noida, Uttar Pradesh, India

• Facilitated Collaboration Between Development and Publisher Teams for Quality Assurance (QA) at Ienergizer
• In my role at Ienergizer, I functioned as a pivotal link connecting the development and publisher teams, specializing in testing and ensuring top-notch quality assurance (QA) services for multiple gaming platforms.
• Key Responsibilities:
• Customer Support: Committed to providing exceptional customer support, I consistently addressed inquiries and concerns, ensuring a positive experience for clients.
• Test Plan Execution and Defect Management: I orchestrated the execution of comprehensive test plans, meticulously identifying and documenting defects for swift resolution, enhancing product quality.
• Beta Testing and Defect Management: I actively participated in beta testing, effectively managing defect reports to refine products before their official release, contributing to improved player experiences.
• Customer Interactions: Nurturing client relationships, I engaged in valuable interactions to gather feedback and insights, enabling continuous improvement in our QA services.
• Responsibilities
• Customer support
• Test plan execution and defect creation
• Beta testing and defect management
• Customer interactions