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Madhan Jai

@madhanjai

Technical Operations and Customer Success leader at IPsoft Digital who raised SLA compliance from 25% to 100% and cut escalations by 98%.

India

Message

At IPsoft Digital, I lead global technical support and customer operations across PaaS, IaaS, database management, networking, and monitoring. I direct a team of 20+ engineers and serve as Technical Executive for a client portfolio representing 5M USD in combined revenue.

I redesigned support workflows, strengthened proactive monitoring and root-cause processes, and improved SLA compliance from 25% to 100% while reducing escalations by 98%. I also partnered on automation, cloud adoption, and process optimization that delivered cost savings of ₹3 Cr/year.

At EMC² Data Storage (P) Ltd, I delivered L3 support for EMC Networker, Data Domain, and EMC SourceOne Email Archiving. I resolved complex backup and restore issues and contributed to NetWorker 9.x implementation and upgrade projects.

Earlier, at IBM India (P) Ltd, I led infrastructure support for Domino servers and provided support for Microsoft Exchange/Outlook 2007. At TCS e-Serve International Ltd, I led funds transfer operations for Citibank Egypt and managed outgoing transfers for Citibank Dubai.

Experience

Work history, roles, and key accomplishments

Current

Global Manager, Technical Support & Customer Operations

Current

IPsoft Digital

Dec 2017 - Present (8 years 9 months)

Leads global technical support and customer operations, directing a team of 20+ engineers across multiple technologies. Improved SLA compliance from 25% to 100% and reduced escalations by 98%.

Technical Support Customer Operations SLA Management Escalation Management Incident Management Crisis Management ITIL Process Optimization Automation Cloud Adoption AWS Azure Team Leadership Stakeholder Management Cost Optimization

Associate Principal Support Engineer

EMC² Data Storage (P) Ltd

Feb 2009 - Dec 2017 (8 years 10 months)

Delivered L3 technical support for EMC Networker, Data Domain, and EMC SourceOne Email Archiving to a global customer base. Resolved complex backup/restore issues and led implementation projects for NetWorker 9.x environments.

L3 Technical Support EMC Networker EMC Data Domain EMC SourceOne Backup And Recovery Windows Linux NMM NMSAP Tape Libraries VTL Deduplication Project Implementation Knowledge Base

System Operations Lead Specialist

IBM India (P) Ltd

May 2006 - Jan 2009 (2 years 8 months)

Led the infrastructure team supporting Domino mail, web, and application servers, including database deployment and maintenance for client Schneider Electric. Provided technical support for Microsoft Exchange/Outlook 2007 and managed Lotus Notes/Domino administration.

Lotus Notes Domino Microsoft Office Microsoft Outlook 2007 Database Deployment Infrastructure Support System Administration

Team Lead, Funds Transfer Operations

TCS e-Serve International Ltd

Feb 2005 - Apr 2006 (1 year 2 months)

Led funds transfer operations for Citibank Egypt and managed outgoing fund transfer operations for Citibank Dubai, overseeing wire transfers and transaction processing.

Funds Transfer Wire Transfers Transaction Processing Team Leadership