Open to opportunities

Shine Koshy

@shinekoshy

Message

I lead technical operations and service delivery for global platforms, improving support performance and reliability.

India

Message

What I'm looking for

I'm looking to lead technical operations or service delivery teams where I can improve production support, SLA performance, automation, and customer outcomes.

I've led technical operations for Terrapay's global remittance platform across 121 banks and 210 countries, managing 24x7 L1/L2 support, deployments, UATs, client onboarding, and a 22-member team. I also managed Paymentology card-transaction operations at Panasa Tech, covering authorization, settlement, chargebacks, production deployments, and critical escalations.

Across fintech, retail, telecom, sportsbook, and healthcare, I've strengthened ITIL-driven incident, problem, and change processes. I've reduced turnaround time by 20%, automated Level 1 queries with an AI chatbot that cut ticket volume by 20% and improved response time by 40%, and led vendor, client, SLA, KPI, and escalation management.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Manager

Current

Techmojo Pvt Ltd

Apr 2026 - Present (4 months)

Working as Technical Support Manager, overseeing technical support operations and team leadership.

Service Operations Manager

Panasa Tech Pvt Ltd

Dec 2024 - Apr 2025 (4 months)

Led technical operations for Paymentology Project managing end-to-end card transactions (Authorization, Settlement, Chargeback). Coordinated production deployment, pilot onboarding, and cross-team collaboration. Prepared RCA for P1 & P2 incidents and managed business-critical escalations.

Paymentology Authorization Settlements Chargebacks Incident Management Escalation Management

Technical Operations Manager

Terrapay Solutions India Pvt Ltd

Apr 2022 - Dec 2024 (2 years 8 months)

Managed 24x7 L1/L2 support for global remittance platform (121 banks, 210 countries). Mentored 22-member team; handled escalations, UATs, deployments, and client onboarding. Managed KPI/KRA, leaves, appraisals, review meetings, rostering, hiring, and attrition. Implemented ITIL practices across incidents, service requests, and change management. Provided end-to-end product support for Linux & Java

ITIL Incident Management Service Request Management Change Management Team Leadership Mentor Escalation Management UAT Deployment Client Onboarding KPI Management Linux Java

Operations Manager

Ascendum Solutions Pvt Ltd

Feb 2021 - Apr 2022 (1 year 2 months)

Led a team of 12 supporting warehouse management clients. Handled triaging, rollouts, upgrades, RCA documentation, and incident bridge calls.

Warehouse Management Triage Upgrades Incident Bridge Calls

L2 Application Support Specialist

CSS Corp Pvt Ltd (Movate)

Mar 2019 - Jan 2021 (1 year 10 months)

Worked with Target USA, Expertise in Retail application like Order management system (OMS), warehouse management system (WMS), Ecommerce Platforms etc. Wrote SQL queries, monitored scheduled jobs via Autosys/Control-M, mentored new team members.

SQL Autosys Control M Order Management Systems (OMS)Warehouse Management ECommerce Platforms Mentor

L2 Sr. Application Support Engineer

DXC Technologies Pvt Ltd

Jun 2014 - Feb 2019 (4 years 8 months)

Worked with Ahold USA, Expertise in retail In-store applications like Computer assisted ordering(CAO), Direct store Delivery (DSD), Point of Sales (POS), shelf life, re-ordering etc. Provided technical support, job monitoring, customer issue resolution, and team training.

DSD POS Technical Support Issue Resolution team training

Linux L2 Application Support Engineer

UST Global Pvt Ltd

Oct 2011 - Jun 2014 (2 years 8 months)

Worked with Stop & Shop, worked with all in store applications for the US retail giant. Supported US clients with system stability, upgrades, and maintenance.

Linux Application Support System Stability Upgrades Maintenance