Jul 2022 – Present · 3 yrs 11 mos

Oct 2017 – Sep 2022 · 4 yrs 11 mos

Apr 2015 – Oct 2017 · 2 yrs 6 mos

• In addition to the Lead role I was given the opportunity to create a new framework for Quality in Ccare. with below responsibilities
• Coordinate Quality program
• Maintain the Quality audit sheet on an ongoing basis, to include the latest
• Ensure effective monitoring, through a random sampling process
• Maintain a Global Monitoring schedule, across Geo’s and ensure new TSE’s
• Follow the calibration process to maintain standardization in a way that
• Based on the QA summary, derive a developmental plan to improve QA updates based on audit-findings and industry best practices have more proctoring than tenured TSE’s
• Managers, Leads and Quality auditors; audit TSE’s scores and work with Line Managers to provide the right level of feedback to TSE’s
• Communicate Quality scores on a weekly monthly basis
• Provide inputs for Product enhancements to PLL’s, where applicable
• Drive long term quality initiatives to help achieve the overall Quality vision
• Drive the Quality Council process with the Manager
• Apart from reporting, share insights/ inferences with Management on a monthly
• basis that highlights any change in behavior of individuals or systems

Apr 2014 – Apr 2015 · 1 yr

• ● Inspire each and every team member to perform and produce their best.
• ● Determine the duties and responsibilities of individuals in a team.
• ● Analyze the individual performance of each team member and motivate them to perform even better
• with the help of daily/weekly reports, Provide guidance and solutions to improve.
• ● Organise training workshops with Technical experts on weekly basis to improve the performance of the members.
• ● Set up and drive Hot case meeting once a week. This included the discussion on hot issues, Service Incidents, motivating the team members to create Knowledge Base articles on the new issues reported.
• ● Responsible for Centralized case assignment and finding right resources, making sure the case queue is clean before and after the US East shift.
• ● Responsible for any Transitions for both Standard and Paid support on daily bases from EMEA to US East, confirm the transition quality, and assign appropriate resources.
• ● Responsible for any Escalations during the shift, finding right resources and handling the customer communication/providing action plan, coordinating with internal teams and working towards the solution.
• ● Offer solutions to the top management in improving the technical aspect of the team.

Aug 2013 – Apr 2014 · 8 mos

• ● Worked on all the Major Event supports in Ccare: Which proves the ability of handling high profile customers, quick decision making, command on the product being supported,
• ● Worked extensively on all most all the products including Site, and streaming, GTM and EDNS.
• ● SME of 4 products : Media Analytics, Download analytics, WAF and Akamai Instant.
• ● Security background: I have a past experience of working in Security product like SonicWall Firewall,
• Attended trainings on Certified Ethical Hacking (certification exam in a month)
• Experience in Mentoring and training:
• ● Trainings for New Folks joining Akamai.
• ● Mentoring of all the New Hire, Bringing them up to speed in 2 months of joining the floor.
• ● Continue working with the peers on the floor and making sure they step up to higher level of expertise.
• by providing guidance, helping with documentation and on day-today cases.

Apr 2012 – Aug 2013 · 1 yr 4 mos

• 2. Worked on all the Major Event supports in Ccare: Which proves the ability of handling high profile customers, quick decision making, command on the product being supported,
• 3. Worked extensively on all most all the products including Site, and streaming, GTM and EDNS.
• 4. SME of 3 products : Media Analytics, Download analytics and WAF
• 5. Security back-ground: I have a past experience of working in Security product like SonicWall Firewall, Attended trainings on Certified Ethical Hacking (certification exam in a month)
• Experience in Mentoring and training:
• 1. Starting from trainings for New Folks Joining Akamai on Site.
• 2. Mentoring of all the New hire Joining, Bringing them up to speed in 2 months of joining the floor,
• 3. Continue working with the peers on the floor and making sure they step up to higher level of expertise, by providing guidance, helping with documentation and on day today cases,
• Awards:
• 1. Spot Award for work in IPL 2011.
• 2. Spot Award for work in Apple Event support.
• 3. Spot Award for working continuously on all the major events in akamai.
• 4. Rock star Award for bringing the New-hires on floor and mentoring them in last quarter,
• 5. Peer Recognition Award for last quarter,

Oct 2011 – Mar 2012 · 5 mos

• ● Inspire each and every team member to perform and produce their best.
• ● Determine the duties and responsibilities of individuals in a team.
• ● Analyze the individual performance of each team member and motivate them to perform even better
• with the help of daily/weekly reports, Provide guidance and solutions to improve.
• ● Organise training workshops with Technical experts on weekly basis to improve the performance of the members.
• ● Set up and drive Hot case meeting once a week. This included the discussion on hot issues, Service Incidents, motivating the team members to create Knowledge Base articles on the new issues reported.
• ● Responsible for Centralized case assignment and finding right resources, making sure the case queue is clean before and after the US East shift.
• ● Responsible for any Transitions for both Standard and Paid support on daily bases from EMEA to US East, confirm the transition quality, and assign appropriate resources.
• ● Responsible for any Escalations during the shift, finding right resources and handling the customer communication/providing action plan, coordinating with internal teams and working towards the solution.
• ● Offer solutions to the top management in improving the technical aspect of the team.

May 2010 – Oct 2011 · 1 yr 5 mos

•  Integral member of a team responsible for quickly resolving highly technical, complex issues and providing solutions to customer problems.
•  Clearly communicate with customers via telephone and email to ensure that you understand the issue and they understand the resolution.
•  Work independently with our customers' technical teams on post-sales technical issues. The investigation of technical issues may involve data analysis from Akamai's distributed network and an in-depth examination of the interaction between Akamai and the customer's web server infrastructure.
•  Work closely with and manage issue-specific cross-functional teams composed of Engineering, Operations, Sales, Professional Services, and Account Management representatives.
•  Define requirements and develop tools/scripts to automate troubleshooting.
•  Develop methods and best practices for delivering outstanding service.
•  Define, coordinate, and prioritize customer feedback and ideas into engineering requirements for future enhancements to Akamai's services. Work closely with Engineering and Product Management to implement these enhancements.