Suresh Idnani
@sureshidnani
Senior technical manager specializing in product support, troubleshooting, and cloud operations for managed services.
IndiaWhat I'm looking for
I lead Technical Support operations for global product support, combining deep technical troubleshooting with stakeholder communication to diagnose and resolve complex customer issues while maintaining SLA compliance. I’ve overseen on-call support for critical escalations and drive product enhancements through proactive internal feedback.
Across my roles, I streamline operations, lead cross-functional teams, and improve system reliability through root cause analysis and incident management. I use AWS, SQL, PowerShell Scripting, and ELK Stack (Elasticsearch, Logstash, Kibana) to monitor and analyze logs, enabling faster detection and resolution—reducing incident troubleshooting time by 20%.
Experience
Work history, roles, and key accomplishments
Led technical support operations for a global product support team for ConnectWise RMM, diagnosing and resolving complex customer issues in compliance with SLAs. Oversaw on-call escalations and used the ELK Stack to monitor logs, reducing incident troubleshooting time by 20%.
Led a team of support engineers providing incident management and resolution for Managed Service Providers, serving as the primary escalation point and SME. Performed root cause analysis to prevent recurrence of high-impact incidents and consistently met SLA targets.
Provided expert customer support for critical technical issues for AT&T U-verse, achieving an average resolution time of 4 hours. Coordinated with internal teams to gather insights and drive system enhancements to improve customer experience.
Education
Degrees, certifications, and relevant coursework
University of Mumbai
Bachelor of Engineering, Electronics and Telecommunication Engineering
2004 - 2008
Completed a Bachelor of Engineering in Electronics and Telecommunication Engineering with coursework focused on core engineering topics.
KJ Somaiya Polytechnic
Diploma, Industrial Electronics
2001 - 2004
Grade: 63.4%
Completed a Diploma in Industrial Electronics, earning a 63.4% grade.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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