Open to opportunities

Nikhil Joji

@nikhiljoji

Message

Escalation Engineer specializing in Windows Server RCA, SLA-driven incident resolution, and mentoring.

India

Message

What I'm looking for

I’m looking for an enterprise role where I can lead high-severity escalations, perform deep Windows performance/reliability RCA, and mentor teams—while partnering across cloud and virtualization to deliver SLA-driven resolutions and permanent fixes.

I’m an Escalation Engineer and technical escalation specialist with 7+ years of experience delivering enterprise Windows Server and client support, rooted in incident management and root cause analysis. I drive end-to-end resolution for critical and P1 incidents while maintaining strict SLA compliance.

I’ve progressed through Support Engineer roles into escalation leadership, providing technical direction, case quality oversight, and mentorship. I also deliver internal training and authored knowledge base articles and runbooks to improve first-contact resolution and reduce repeat escalations.

My work spans Windows networking, storage & high availability, device/deployment, user experience, and performance diagnostics—using deep tooling like Perfmon, RAMMap, and VMMap. I routinely handle complex environments across on-prem and cloud platforms (Azure, AWS, GCP) and virtualization stacks (VMware, Hyper-V, Citrix, Nutanix).

Experience

Work history, roles, and key accomplishments

Escalation Engineer

Concentrix Technologies India Pvt Ltd

Oct 2021 - May 2026 (4 years 7 months)

Served as the final escalation point for critical P1 enterprise incidents, driving end-to-end resolution and comprehensive root cause analysis (RCA) for Windows Server (2008–2025) and Windows Client (10/11) under strict SLAs. Improved team resolution rates by 15% through structured triage and prioritized case management, while delivering internal training on diagnostics and bugcheck/unexpected reb

Incident Management Root Cause Analysis Windows Server Administration Bugcheck & Unexpected Reboot Diagnostics Active Directory Powershell Scripting

Subject Matter Expert

Concentrix Technologies India Pvt Ltd

Feb 2024 - Aug 2024 (6 months)

Acted as SME for Windows performance and system reliability, validating RCA reports for technical accuracy and completeness before client delivery. Authored knowledge base articles and runbooks and mentored junior engineers on advanced diagnostic techniques, reducing repeat escalations and improving first-contact resolution.

Root Cause Analysis Windows Performance & Reliability WPR Xperf Perfmon Tools Technical Mentoring ITIL Concepts (Incident Problem)

Support Engineer

Concentrix Technologies India Pvt Ltd

Oct 2021 - Feb 2024 (2 years 4 months)

Provided technical support for Windows Server and Windows Client environments across networking, storage, user experience, and performance domains. Diagnosed escalated issues including bugchecks, unexpected reboots, and non-bootable systems using structured troubleshooting, collaborating with global virtualization and cloud teams (VMware/Hyper-V/Citrix).

PowerShell Diagnostics Virtualization Support (VMware Hyper V Citrix)

Support Engineer

Dixit Infotech Pvt Ltd

Jan 2020 - Aug 2021 (1 year 7 months)

Delivered end-to-end technical support for hardware, software, and network issues, maintaining consistent 95% customer satisfaction (CSAT). Maintained and optimized network infrastructure (routers, switches, servers), reducing connectivity downtime by 20%, while partnering with product teams to help reduce monthly ticket volume by 10%.

Network Troubleshooting Performance Connectivity Diagnostics

Tier 1 Support Engineer

ProgressiveInfo-vision Pvt Ltd

Feb 2018 - Aug 2019 (1 year 6 months)

Provided Tier 1 support for enterprise software and hardware products, resolving performance, installation, and connectivity issues within defined SLAs. Created knowledge base articles that reduced average incident resolution time by 15% and delivered end-user training to improve productivity and reduce repeat ticket submissions.

Tier 1 Support SLA Management Incident resolution Connectivity Issues User Training

Education

Degrees, certifications, and relevant coursework

S. S. Jain Subodh P.G. (Autonomous) College

Master of Computer Applications, Computer Applications

2016 - 2020

Grade: 70%

Master of Computer Applications (MCA) from S. S. Jain Subodh P.G. (Autonomous) College, affiliated with Rajasthan Technical University, completed 2016–2020 (70%).

S. S. Jain Subodh P.G. (Autonomous) College

Bachelor of Computer Applications, Computer Applications

2013 - 2016

Grade: 69%

Bachelor of Computer Applications (BCA) from S. S. Jain Subodh P.G. (Autonomous) College, affiliated with Rajasthan University, completed 2013–2016 (69%).