# Nilesh Majithia

Nilesh Majithia is a remote worker on Himalayas, Lead Support Engineer at Cotiviti India Private Limited, based in India.

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

```text
Lead Support Engineer at Cotiviti India, improving support workflows to cut first response time by 40%.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | India |
| Authorized to work in | India |
| Salary expectations | 3501k+ INR |
| Job categories | Lead Technical Support Engineer, Application Support Engineer, Associate Systems Engineer, Analyst |
| Skills | Technical Support, Application Support, Incident Management, Ticket Triage, Escalation Management, SLA Management, Root Cause Analysis, Customer Satisfaction (CSAT), Net Promoter Score (NPS), First Response Time (FRT), Release Management, Deployment Management, System Administration, Windows Server Administration, Linux Administrator |
| LinkedIn | https://linkedin.com/in/nishu08052026 |

## About

```text
At Cotiviti India Private Limited (formerlyEdifecsTechnologies Private Limited), I redesigned ticket triage and escalation workflows in Freshdesk and Jira, reducing average first-response time by 40% while maintaining 99% SLA compliance.

I spearheaded a Customer Care Program initiative that lifted Customer Satisfaction scores from 82% to 94% within six months. I also partnered with Product and Engineering to prioritize recurring bugs, resulting in a 35% decrease in incoming ticket volume.

I led and mentored a team of 18 technical support specialists, improving employee retention by 25% and achieving a 95% team quality assurance score. I also served as the primary escalation point for high-severity application incidents and coordinated rapid service restoration.

Earlier, I worked as an Associate System Engineer at Altran Technologies Private Limited, an Application Support Engineer at Quad labs Technologies Private Limited, and an Analyst at eClerx Services Limited. My experience includes system troubleshooting, software release support, and technical process improvements.
```

## Experience

### Lead Support Engineer (current)

Cotiviti India Private Limited. Feb 2020 - Present

```text
Monitored key metrics like FRT, resolution time, CSAT, and NPS; redesigned ticket triage and escalation workflows in Freshdesk/Jira, reducing average first-response time by 40% and maintaining 99% SLA compliance. Led and mentored a team of 18 technical support specialists, improving employee retention by 25% and achieving a 95% team quality assurance score.
```

Skills: Freshdesk, Jira, SLA-Management, Team-Leadership, Customer-Satisfaction, NPS, Escalation-Management, Incident-Management, Cloud-Infrastructure, AWS, Azure, GCP

### Associate System Engineer

Altran Technologies Private Limited. Jun 2019 - Dec 2019

```text
Planned and executed technical environment modifications to address evolving user needs and maintain application high availability. Collaborated with cross-functional system engineering units to recommend architecture updates ensuring 100% compatibility with end-user requirements.
```

Skills: High-Availability, Troubleshooting, Technical-Documentation, Confluence, ServiceNow, Systems-Engineering

### Application Support Engineer

Quad Labs Technologies Private Limited. Nov 2017 - May 2019

```text
Conducted exhaustive root cause analysis on recurring functional friction points, minimizing system vulnerabilities and protecting operational stability. Owned deployment timelines for critical software releases, patches, and client-facing customizations while managing status reports across external client teams.
```

Skills: Root-Cause-Analysis, Deployment-Management, Client-Communication, Software-Development-Lifecycle, Performance-Enhancement

### Analyst

eClerx Services Limited. Mar 2016 - Nov 2017

```text
Coordinated directly with Business Analysts and Project Leads to ensure day-to-day functional support activities mapped to broader business objectives. Designed and executed knowledge-transfer workshops to train cross-functional staff on process updates, driving swift user adoption and team performance.
```

Skills: Business-Analysis, Project-Coordination, Knowledge-transfer, Training, Risk-Oversight

## Education

### Amritsar Group of Colleges

Bachelor of Technology, Mechanical Engineering. 2011 - 2015

```text
Bachelor of Technology in Mechanical Engineering from Amritsar Group of Colleges from 2011 to 2015.
```

### Manav Public School

High School, Maths, Physics, and English. 2010 - 2011

```text
High School education with focus on Maths, Physics, and English from Manav Public School from 2010 to 2011.
```

## Tech stack

- Microsoft Azure
- Kubernetes
- Jenkins
- Oracle
- Terraform
- Jira
- Java
- C++
- Confluence
- Git
- Docker
- ServiceNow
- FreshDesk
- AutoCAD
- AWS

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

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