Nimi Kuriakose
@nimikuriakose
Trust & Safety and technical support leader driving operational efficiency.
IndiaWhat I'm looking for
I am a Trust & Safety and technical support specialist with 8+ years of experience in incident response, policy enforcement, and AWS environments. I have a proven record of developing escalation processes, SOPs, and process improvements that improve SLAs, quality assurance, and customer satisfaction.
My background spans Tier 3 incident management, vulnerability assessment and penetration testing, and stakeholder-facing account management. I have led interim teams, implemented security controls and architecture recommendations, and consistently met KPIs while driving risk reduction and operational excellence.
Experience
Work history, roles, and key accomplishments
ASTrust and Safety Specialist
Amazon Web Services
Jan 2020 - Present (5 years 9 months)
Developed and maintained escalation processes and SOPs to exceed SLAs and improve QA; managed Tier 3 incidents and conducted root-cause analyses to recommend architectural changes that reduced recurring abuse reports. Served as interim manager for 14 weeks.
AMInvestigated and resolved customer issues while meeting KPIs and achieving a 99% positive customer experience score. Maintained high-quality support through standard workflows and escalation management.
TMProvided technical support and network engineering for a US Fortune 50 client and improved three escalation processes using advanced analytical and troubleshooting strategies.
Information Security Associate
SecuArk Private Limited
Jan 2017 - Jan 2018 (1 year)
Conducted application and network vulnerability assessments and penetration tests, designed and supported implementation of multiple project-specific security solutions, and aided development of organization-wide security risk controls.
Support Consultant
Open Destinations Infotech
Jan 2016 - Jan 2017 (1 year)
Handled client escalations for new releases, created incident impact documents for cross-team communication, and managed key accounts including onboarding and quarterly business reviews to improve retention and satisfaction.
Education
Degrees, certifications, and relevant coursework
GUGoa University
Bachelor of Engineering, Electronics & Telecommunication Engineering
2010 -
Electronics & Telecommunication Engineering degree awarded by Goa University; coursework focused on electronics and telecommunications fundamentals.
ECEC-Council
Certified Ethical Hacker (CEH) v9, Information Security
Certified Ethical Hacker (CEH) v9 certification (certificate ID ECC65723876025).
AAAmazon Web Services (AWS)
AWS Certified Cloud Practitioner, Cloud Computing
AWS Certified Cloud Practitioner (certificate ID JX4WXYTJDBEQ1535).
Project Management Institute (Credly)
Project Management Professional, Project Management
Project Management Professional credential as represented by the provided Credly badge.
Packt
Linux Troubleshooting Fundamentals, Linux / Systems
Completed 'Linux Troubleshooting Fundamentals' training (certificate AC1PJ2EP0XC7).
Packt / Course provider
Introduction to SQL, Data / SQL
Completed 'Introduction to SQL' training (certificate CC-N0WDWFXE).
Availability
Location
IndiaAuthorized to work in
Job categories
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