Vimmey Chopra
@vimmeychopra
Customer-focused Technical Support Leader scaling high-SLA support operations and incident prevention.
IndiaWhat I'm looking for
I’m a Technical Support Leader with 8 years of experience at Exotel, a CPaaS platform serving 6,000+ enterprises across voice, messaging and API integrations. I’ve built operational excellence through structured escalation management, robust QA frameworks, process optimization and automation—consistently maintaining 92%+ SLA and 92%+ CSAT. I reduced critical escalations by 30%, on-call incidents by 25% and invalid ticket closures by 20% while improving team efficiency and service quality.
I enjoy leading cross-functional collaboration, mentoring support engineers, and setting scalable support processes aligned to business objectives. I’ve driven measurable improvements by embedding RCA into escalation policies, standardising KRAs/KPIs, and using Python/Shell automation plus dashboards for real-time decisioning. I’m passionate about leading, managing and scaling high-performing support organizations in fast-paced, customer-centric environments.
Experience
Work history, roles, and key accomplishments
Built a weekly QA audit framework with coaching and trend dashboards, lifting team-wide quality scores by 15%. Maintained 90%+ SLA and 92%+ CSAT during peak escalations by owning real-time escalation decisions and standardizing KPIs and RCA documentation in Confluence.
Drove average ticket age to under 5 days by implementing named-engineer ownership and live SLA countdowns for high-volume CX queues. Reduced on-call escalations by 25% via 15+ Confluence SOPs and improved invalid ticket closures by 20% using tighter L1-to-L3 QA feedback loops.
Reduced mean time to acknowledge (MTTA) to under 15 minutes by owning real-time monitoring in Grafana and Kibana with alert-response runbooks. Lowered onboarding-related tickets by 20% and conducted 40+ QA reviews per quarter while maintaining 92%+ SLA and CSAT during Tier 2 escalations.
Resolved 1,000+ L1 and L2 tickets while co-authoring Exotel’s first structured support SOPs and turning complaint trend data into reusable troubleshooting playbooks. Strengthened onboarding handoff loops with Customer Success to reduce repeat setup queries.
Education
Degrees, certifications, and relevant coursework
Lovely Professional University
Master of Business Administration (MBA), Information Technology
2015 - 2016
Earned a Master of Business Administration (MBA) with a major in Information Technology from Lovely Professional University between 2015 and 2016.
Lovely Professional University
Bachelor of Technology (B.Tech), Computer Science
2011 - 2015
Earned a Bachelor of Technology (B.Tech) in Computer Science from Lovely Professional University between 2011 and 2015.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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