Manu Martund

I’m a customer-facing operations and technical support professional with 5+ years of experience across banking operations, customer relationship management, stakeholder coordination, issue resolution, documentation, escalation handling, and support-driven problem solving.

At IDFC FIRST Bank, I managed customer-facing banking operations in a high-pressure BFSI environment—coordinating customers, internal business teams, operations, and technical stakeholders to resolve queries, track issues, and support service continuity. I handled escalations by identifying internal owners, following up for closure, and communicating updates clearly, while maintaining escalation notes, records, and closure updates for recurring service requests.

I also supported access/configuration validation and operational checks where needed, working with internal teams to confirm status and resolve user-facing issues. This compliance-driven work strengthened my accuracy, confidentiality, documentation discipline, and cross-team communication habits—directly contributing to timely resolution and retention outcomes.

From Jan 2021 to Aug 2023, I transitioned through operations/engineering documentation into technical support and cloud fundamentals—building reusable validation notes, assisting with Azure VM checks, storage migration support, monitoring checks, and post-migration validation. I’m now actively applying this foundation through practical learning projects (AWS EC2 + Nginx, Firebase/Firestore, Prometheus, Grafana) and cloud training toward Customer Success, Project Coordination, and Implementation Support roles.