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himadri singh

@himadrisingh1

Operations-focused technical support leader improving SLAs, resolving escalations, and scaling teams through data-driven process improvement.

India

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What I'm looking for

I’m looking to lead technical support operations—own escalations, drive SLA/CSAT improvements, mentor engineers, and deploy automation/AI to streamline triage and process excellence in customer-impacting platforms.

I’m a detail-oriented operations professional with 10 years of experience driving process improvements, resolving escalations, and optimising business processes. I’m dedicated to proactively mitigating risks so business runs smoothly with superior service delivery.

As a Technical Support Consultant (P4), I maintained 92% SLA adherence and CSAT above 4.6/5 for VMware’s billing platform. I reduced SLA breaches and backlog by 28% using data-driven queue management, severity-based ticket prioritization, and coaching loops, while leading P1/P2 escalations and RCAs with 95%+ critical-case resolution within SLA and zero recurrence.

I also build scalable ways of working—running 1:1s and performance coaching for teams of 15 technical support engineers, creating SOPs for triage/escalations, and deploying AI-assisted triage workflows that reduced manual overhead by 30%. Earlier, as a Lead Product Engineer, I led a team of 15 support engineers and decreased defect resolution time by 40% through better partner–engineering communication and automation.

Experience

Work history, roles, and key accomplishments

Technical Support Consultant - P4

Vmware

Apr 2022 - Sep 2024 (2 years 5 months)

Owned ticket analysis, coaching loops, and process improvements for VMware’s $1B billing platform, maintaining 92% SLA adherence and CSAT above 4.6/5. Managed 10 technical support engineers and led P1/P2 escalations and RCAs, resolving 95%+ of critical cases within SLA with zero recurrence.

Technical Support SLA Management CSAT Escalation Management Process Improvement Data Analysis Stakeholder Management Team Leadership SQL Salesforce Jira Zendesk Confluence Agile Scrum SOP Development

Lead Product Engineer

Harman Connected Services

Jan 2020 - Apr 2022 (2 years 3 months)

Led a team of 15 support engineers providing contract and billing solutions for the VMware Cloud Provider Program platform with SaaS offerings. Built training and diagnostic automation to streamline troubleshooting and decreased defect resolution time by 40%.

Team Leadership Support Operations Training Program Management Diagnostics Troubleshooting Performance Reviews Mentoring

Senior Quality Analyst

Manhattan Associates

Dec 2015 - Nov 2019 (3 years 11 months)

Directed test planning and balanced workload assignments for the Retail Supply Chain domain using Manhattan DOM Supply Chain. Developed test scripts and maintained a Postman automation script, supporting go-live activities and coordinating daily defect status calls.

Test Planning QA Retail Supply Chain Testing Postman Test Script Development Agile Scrum Go Live Support Automation Testing

Quality Analyst

DXC Technology

Nov 2013 - Nov 2015 (2 years)

Performed smoke, regression, black box, functional, and usability testing to verify product functionality. Participated in daily scrum meetings and developed and maintained quality assurance documentation and quality initiatives.

QA Testing Smoke Testing Regression Testing Black Box Testing Functional Testing Usability Testing Agile Scrum