Airwatch Khasnis
@airwatchkhasnis
Principal Escalation Manager driving customer success and operational efficiency through data-driven resolution and RCA.
IndiaWhat I'm looking for
I’m a Principal Escalation Manager with 13+ years of experience in escalations and service delivery management. I transform complex operational challenges into streamlined, cost-effective solutions that elevate customer experience and strengthen organizational performance.
I lead root cause analysis (RCA) for complex customer issues and deliver executive reports to C-suite stakeholders. In high-pressure situations, I bring a calm, decisive approach—de-escalating product issues with precision, facilitating timely resolutions, and turning difficult interactions into lasting satisfaction.
Across my VMware journey, I’ve partnered cross-functionally with R&D, Quality Engineering, and Product Management to proactively address critical product issues. I also translate frontline insights into actionable strategies to proactively address root causes, reduce escalation volumes, and continuously improve product performance.
Experience
Work history, roles, and key accomplishments
Collaborate cross-functionally with R&D, Quality Engineering, and Product Management to proactively address critical product issues and ensure seamless resolution. Lead root cause analysis for complex customer issues and deliver executive reports to C-suite stakeholders.
Collaborate cross-functionally with R&D, Quality Engineering, and Product Management to proactively address critical product issues, ensuring seamless resolution. Liaise with field and support teams to monitor escalated issues, production bugs, and critical blockers for Production and Enterprise customers, ensuring timely intervention.Lead the root cause analysis (RCA) for complex customer issues,
Collaborate cross-functionally with R&D, Quality Engineering, and Product Management to proactively address critical product issues and ensure timely resolution.
Collaborate cross-functionally with R&D, Quality Engineering, and Product Management to proactively address critical product issues, ensuring seamless resolution.
Specialized in Authentication and Mobile Email Management, resolving high-impact customer issues to minimize production disruptions.Mentored a team of support professionals, guiding them to consistently achieve service level agreements.
AirWatch offers a full suite of Mobile Device Management capabilities that corporations can use to manage and secure their smart device fleet. These capabilities, ranging from application management and email management, to mobile security and compliance, are more than enough to satisfy the majority of business requirements for mobile devices in the enterprise.
Provided expert technical consultat
Managed end-user computing labs, including the maintenance of a private messaging cloud and domains like Storage (Netapp) and Backup (Microsoft DPM). Conducted testing for Mobile Device Management software (AirWatch, Citrix, Good Tech). Contributed to the communication team, preparing documentation, presentations, organizing client walk-ins, and testing new technologies
Underwent rigorous training in IT infrastructure tools including Microsoft Exchange, Active Directory, and Windows Server 2008 R2, alongside intensive communication and presentation skills development.
Education
Degrees, certifications, and relevant coursework
Visvesvaraya Technological University
Bachelor of Engineering (B.E.), Electrical
2007 - 2011
Atomic Energy Central School
Higher school, Physics
1993 - 2007
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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