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.
