Samuel Venu
@samueluser31
I resolve complex SaaS application issues and lead SLA-driven global L2/L3 support.
IndiaWhat I'm looking for
I've supported global dealership customers at Tekion India, resolving complex SaaS application issues across the US, UK, and Canada as an L2/L3 SME.
I led 10 application support analysts, managed high-complexity escalations within SLA timelines, and improved ticket workflows through Zendesk and Jira. My root-cause analysis and corrective actions contributed to a 20% reduction in recurring incidents and a 12% improvement in CSAT.
At IDrive, I supported cloud backup and remote-access products including IDrive and RemotePC, troubleshooting customer issues and sharing ticket trends that informed product improvements.
Earlier at Tech Mahindra, I monitored Xbox platform performance and coordinated incident analysis with internal teams, vendors, and stakeholders. I continue building hands-on capability in cloud platforms, Python, SQL, and technical support tools for remote global support roles.
Experience
Work history, roles, and key accomplishments
Application Support Lead
Tekion India Pvt Ltd
Jan 2019 - Dec 2024 (5 years 11 months)
Provided L2/L3 application support for global dealership customers and led a team of 10 support analysts. Managed escalations, conducted root cause analysis, and improved ticket workflows, contributing to a 20% reduction in recurring incidents and a 12% improvement in CSAT.
Backup Support Analyst
IDrive India Pvt Ltd
Jan 2018 - Dec 2019 (1 year 11 months)
Provided technical support for cloud backup and remote-access products including IDrive and RemotePC. Analyzed support ticket trends and contributed insights to improve product and reduce ticket volume.
Business Analyst
Tech Mahindra
Jan 2016 - Dec 2018 (2 years 11 months)
Monitored Xbox platform performance indicators to identify service degradation and coordinated incident impact analysis across internal teams and vendors. Communicated incident status to stakeholders and supported structured incident analysis.
Education
Degrees, certifications, and relevant coursework
AWS
AWS Certified Cloud Practitioner, Cloud Computing
Pursuing the AWS Certified Cloud Practitioner certification.
Dell
Dell Certified Systems Engineer (DCSE), Systems Engineering
Certified as a Dell Certified Systems Engineer (DCSE).
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Job categories
Skills
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