# Madhan Jai

Madhan Jai is a remote worker on Himalayas, Global Manager, Technical Support & Customer Operations at IPsoft Digital, based in India.

Source: https://himalayas.app/@madhanjai

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

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | India |
| Authorized to work in | India |
| Salary expectations | 4029k+ INR |
| Job categories | Technical Operations Manager, Customer Success Manager, Technical Support Manager, Service Delivery Manager |
| Skills | Technical Support Operations, Customer Success, Service Delivery, SLA Management, Incident Management, Escalation Management, Crisis Management, ITIL, Process Improvement, Lean, Six Sigma, Project Management, PMP, Agile, Cloud Adoption |

## About

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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

### Global Manager, Technical Support & Customer Operations (current)

IPsoft Digital. Dec 2017 - Present

```text
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%.
```

Skills: 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

```text
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.
```

Skills: 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

```text
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.
```

Skills: 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

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

Skills: Funds-Transfer, Wire-Transfers, Transaction-Processing, Team-Leadership

## Education

### Master of Computer Application (MCA)

Master of Computer Application, Computer Application

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Master of Computer Application degree.
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### Microsoft

Microsoft Certified: Azure Administrator Associate, Cloud Administration

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Microsoft Certified: Azure Administrator Associate certification.
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### EMC

EMC Proven Professional – EMC Networker Administration, Data Storage Administration

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EMC Proven Professional – EMC Networker Administration certification.
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### EMC

EMC Proven Professional – EMC SourceOne Email Management Administrator, Email Management

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EMC Proven Professional – EMC SourceOne Email Management Administrator certification.
```

### EMC

EMC Proven Professional – Information and Storage Management V2, Information and Storage Management

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EMC Proven Professional – Information and Storage Management V2 certification.
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### EMC

EMC Proven Expert Professional – Data Domain Installation and Administration, Data Domain Administration

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EMC Proven Expert Professional – Data Domain Installation and Administration certification.
```

### IBM

IBM Certified System Administrator – Lotus Notes and Domino 7.0, Lotus Notes and Domino Administration

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IBM Certified System Administrator – Lotus Notes and Domino 7.0 certification.
```

### Microsoft

Microsoft Certified Professional – MCP 2.0, Microsoft Technologies

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Microsoft Certified Professional – MCP 2.0 certification.
```

### VMware

VMware Certified Professional – VCP 5.0, Virtualization

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VMware Certified Professional – VCP 5.0 certification.
```

## Tech stack

- Microsoft Azure
- Linux
- Windows
- Domino

To contact Madhan, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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