Aman Maheshwari

Own end-to-end technical support for Philips and HP Sentinel EMS licensing deployments, sustaining 99.5%+ uptime and serving as the single point of technical accountability. Reduced MTTR by 25% across 30+ monthly P1/P2 incidents by leading structured RCA workflows and defect closure with engineering, while enforcing ITIL-aligned ServiceNow SLA adherence with zero executive-level escalations.

Executed validation test cases across three enterprise application modules within a regulated SDLC to identify and close defects ahead of production release for Vyaire Medical. Managed 50+ monthly JIRA tickets with 100% SLA compliance and zero audit findings, accelerating change request closure by 20% through cross-functional QA and development collaboration.

Promoted from Support Specialist to sole TAM and escalation owner for Tier-1 accounts (Swiggy, Paytm, Zepto), supporting tens of millions of orders monthly and maintaining 99.6% SLA compliance with zero churn across three years. Built and scaled a 5-support engineer team and reduced average resolution time by 30% via structured escalation playbooks, shared knowledge base, and defect-to-roadmap fee

Provided production support across 30+ active client accounts with first-response SLA compliance and structured incident triage across priority levels. Authored troubleshooting documentation adopted by the support team, improving first-response resolution by 20%, and established repeatable escalation workflows that supported a rapid progression into senior enterprise roles.

Bachelor of Computer Applications from Arunachal University of Studies, starting in June 2018.