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Sunny Thakur

@sunnythakur

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I lead global 24×7 SaaS and cloud security support operations that improve SLA, CSAT, and resolution time.

India

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What I'm looking for

I'm looking to lead global technical support and operations teams where I can improve service delivery, customer experience, SLA performance, incident management, and scalable support processes.

I've led global 24×7 enterprise support operations for Palo Alto Networks customers at iOPEX Technologies, improving CSAT from 93% to 96%, reducing time-to-resolution by 17%, and lowering aged backlog by 11%.

At Zscaler, I managed Fortune 500 cloud security support delivery, major incidents, escalations, executive communications, and global governance. I improved time-to-resolution by 82% and achieved 98% First Response SLA through operational and process improvements.

I've also built customer support operations from inception at Shipsy and progressed through TAC engineering and leadership roles at Zscaler. I partner closely with Engineering, Product, and Customer Success to build scalable support operations and stronger customer experiences.

Experience

Work history, roles, and key accomplishments

Senior Technical Support & Operations Leader

iOPEX Technologies

Apr 2023 - May 2024 (1 year 1 month)

Managed 24x7 global enterprise technical support operations for Palo Alto Networks customers, owning SLA, KPI, workforce, escalation, and service quality. Improved CSAT from 93% to 96%, reduced Time-to-Resolution by 17%, and aged backlog by 11%.