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Soumya Sarkar

@soumyasarkar

Technical Support Manager at SensorFlow, improving IoT support efficiency by 50% while a two-person team handles 3,000+ monthly tickets.

India

Message

At SensorFlow Pte Ltd, I run support for IoT energy-optimisation solutions used across hotel properties. My two-person team handles 3,000+ tickets a month, and process and escalation workflow changes improved ticket resolution efficiency by 50% and cut average response time by 25%.

At Vibtree Technologies, I led development and launch of a SaaS product from concept to production, including its technical architecture, support readiness and operational workflows. I also led a team of 20+ across development, operations and support.

Earlier, I led service desk teams of 50+ at Capgemini Technology Services India and 20+ at Black Knight Financial Services. I'm ITIL 4 certified, have hands-on ServiceNow experience, and am developing skills in AI-driven support automation.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Support Manager

Current

SensorFlow Pte Ltd

May 2022 - Present (4 years 5 months)

Run end-to-end technical support for IoT energy-optimisation solutions, handling 3,000+ tickets monthly with a 2-person team. Improved ticket resolution efficiency by 50% and cut average response time by 25% through process redesign.

ServiceNow Freshdesk New Relic Grafana Balena Holistics Bomgar BigFix ITIL Incident Management Escalation Management SLA Management CSAT Improvement Process Optimization Workflow Automation Team Leadership Mentorship

Technical Specialist (L2)

HCL Technologies

Dec 2021 - Apr 2022 (4 months)

Delivered L2 support in a global service desk for enterprise customers across multiple regions under strict SLAs. Worked with the RDS team to resolve complex infrastructure and access issues.

L2 Support Service Desk Incident Management SLA Management Remote Support Infrastructure Troubleshooting

Chief Technical Officer

Vibtree Technologies

Sep 2020 - Dec 2021 (1 year 3 months)

Led development and launch of a SaaS product from concept to production, managing a team of 20+ across development, operations, and support. Defined technical architecture, support readiness, and operational workflows.

SaaS Product Development Technical Architecture Team Leadership Operations Management Vendor Management Stakeholder Management

Enterprise Helpdesk Support (L2)

Black Knight Financial Services

Jan 2020 - Sep 2020 (8 months)

Led a team of 20+ support engineers delivering L2 support to enterprise clients in the USA and India. Handled incidents, remote support, and patch deployment using ServiceNow, Bomgar, and BigFix while meeting SLAs.

ServiceNow Bomgar BigFix Incident Management Remote Support Patch deployment SLA Management Team Leadership

Associate Consultant – Service Desk (L2)

Capgemini Technology Services India

Jun 2019 - Jan 2020 (7 months)

Led a service desk team of 50+ members supporting global clients across multiple regions. Owned service quality and timely resolution for issues across web portals, desktops, laptops, and printers.

Service Desk Team Leadership Incident Management SLA Management Customer Support ITIL

Senior Associate – Remote & Onsite Support

NIIT Technologies

May 2011 - Jun 2019 (8 years 1 month)

Supported 450+ users and managed 700+ Windows systems with remote and onsite support. Ran backups, restorations, and asset management, and delivered training for new and existing employees.

Remote Support Onsite Support Windows Systems Backup Restoration Asset Management Training