Looking for a job

manoj kumar

@rmkumaar

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I resolve enterprise SaaS, cloud backup, and disaster recovery incidents for global customers.

India

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What I'm looking for

I'm looking for a remote or relocation-ready role where I can resolve complex enterprise SaaS, cloud backup, cybersecurity, and disaster recovery incidents, collaborate closely with Engineering, and improve support quality through structured troubleshooting and knowledge sharing.

At Acronis, I provide L2/L3 support for global MSP and enterprise customers using Acronis Cyber Protect, resolving complex cloud backup, cybersecurity, and disaster recovery issues across application, configuration, integration, and infrastructure layers.

I execute P2V, V2V, and V2P disaster recovery scenarios for critical SQL, Exchange, Oracle, NAS, and Active Directory workloads, validating RTO/RPO compliance and collaborating with Engineering and R&D on reproducible defects and fixes.

Previously at Infrascale, I led L2/L3 support for its BDR SaaS platform and managed a team of eight engineers. I maintained 98.3% team CSAT over eight years, earned 100% Customer Satisfaction Awards in 2022 and 2023, and supported global customers across 24/7 rotations.

I bring hands-on troubleshooting across Windows, Linux, VMware, Hyper-V, networking, storage, identity, databases, and enterprise SaaS. I also build runbooks and knowledge-base content that improve diagnostic consistency, reduce repeat escalations, and help teams resolve incidents faster.

Experience

Work history, roles, and key accomplishments

Current

Senior Cloud Frontline Support Specialist

Current

Acronis

May 2025 - Present (1 year 4 months)

Provides L2/L3 enterprise support for Acronis Cyber Protect, troubleshooting and replicating complex issues across cloud backup, disaster recovery, and cybersecurity. Executes advanced DR scenarios and collaborates with Engineering to resolve platform defects.

Acronis Cyber Protect Disaster Recovery P2V Migration V2V V2P VMWare Hyper V SQL Exchange Oracle Active Directory NAS Salesforce Jira SLA CSAT Knowledge Base

Senior Application Support Engineer

Seclore

Aug 2024 - Dec 2024 (4 months)

Provided enterprise support for a SaaS data security platform, diagnosing Windows/Linux server incidents and SSO/SAML issues. Managed tickets in JIRA/Zendesk and produced structured escalation documentation.

Windows Server Linux SSO SAML Wireshark Jira Zendesk SLA CSAT Knowledge Base

Senior IT Professional

Digicom Healthcare Solutions

Aug 2023 - Nov 2023 (3 months)

Served as escalation point for complex remote infrastructure incidents, achieving 90% first-level resolution. Administered Windows Server environments including Active Directory, DNS, DHCP, and endpoint security.

Windows Server Active Directory DNS DHCP Endpoint Security Troubleshooting Root Cause Analysis

Lead Technical Consultant

Infrascale India Pvt Ltd

Mar 2015 - Aug 2023 (8 years 5 months)

Led L2/L3 enterprise support for Infrascale BDR, a SaaS DRaaS platform, managing a team of 8 engineers. Investigated complex incidents across Windows, Linux, SQL, Oracle, Exchange, and virtualization, and executed DR failover scenarios.