Headline

Technical Support Leader | AI-Enabled Support Operations | Hands-on Building GenAI Solutions with Claude for Support Transformation | Lean Six Sigma Green Belt | CXM | B2B SaaS

About

Visionary, Dreamer, Inspiring my team and many others to excel and bring out the true potential in them. If you can't fly then run, if you can't run then walk, if you can't walk then crawl, but whatever you do you have to keep moving forward..!!!

Location

Greater Bengaluru Area

AI stack

claude code

claude

cursor

openai

claudecode

ChatGPT

Work experience

Technical Support Manager at CertifyOS, Jun 2025 - Oct 2026 · 1 yr 5 mos, Remote, • Developed AI-driven solutions for the Support Team, saving the complete 160 hours of manual effort to 0 hours monthly by automating repetitive tasks like triaging of tickets within 3 months. • Built an AI-powered L1 analyst using Claude that investigates support tickets before human review—analyzing context, detecting duplicates, tracing root causes, and recommending next actions. This transformed raw tickets into fully investigated cases, freeing engineers from repetitive triage and accelerating resolution. This single step saved close to 180 hours from the usual 200 hours of manual effort monthly increasing ticket intake per engineer. •Designed and implemented a scalable 24x7 global support model, aligning coverage with enterprise contractual requirements and eliminating single points of failure. •Built data-driven capacity planning models using ticket trends, call volume, and SLA targets to determine optimal FTE needs and forecast growth. •Owned end-to-end SLA adherence, maintaining high compliance across response and resolution metrics while reducing escalation rates. •Implemented real-time KPI dashboards tracking FRT, TTR, backlog aging, and priority-based workflows (P1–P4 governance). •Designed backlog control mechanisms and structured shift handovers, significantly reducing aged tickets and improving resolution continuity. Key Achievements · Operational Efficiency: Saved 350 hours of manual effort across the team through workflow optimization and process automation using AI. · First Response Time (FRT): Improved FRT performance from 76% to 97% within two quarters, strengthening responsiveness and SLA adherence. · Engineering Efficiency: Reduced JIRA ticket escalations to Engineering by 23% through improved troubleshooting, support processes, and issue qualification. · Customer Satisfaction (CSAT): Increased CSAT from 85% to 96% over 12 months, delivering an 11-percentage-point improvement through targeted service quality and customer experience initiatives.

Manager at project44, Apr 2024 - Jun 2025 · 1 yr 3 mos, Bengaluru, a. Direct Reporting Manager for Command Center Team which includes 10 members. b. Deliver superior customer support, ensuring customer satisfaction and business success. c. Manage Contact Centre/Command Centre 24x7 support teams while collaborating with Delivery and Implementation teams. d. Lead interlock meetings with Engineering, Product, and Service teams to drive efficiencies. e. Conduct service reviews, address enhancements, and resolve product defects in collaboration with cross-functional teams. f. Develop and maintain strong relationships with customers, internal stakeholders, and executive contacts. g. Analyze key metrics and use insights to drive process improvements and optimize team performance. h. Implement strategic initiatives to enhance customer relationships and internal collaboration. i. Coach team leaders and members through one-on-one sessions, fostering development and motivation. j. Define and implement process improvements that drive efficiency and consistency in support services. k. Manage escalations effectively with a proactive approach to issue resolution. Key Achievements: · CSAT Improvement: Increased Customer Satisfaction (CSAT) from 73% to 95%, delivering a 22-percentage-point improvement through structured customer feedback analysis and targeted service improvement initiatives. · Faster Resolution: Reduced average Time to Resolution (TTR) from 10–12 days to 3 days, achieving approximately 70–75% faster resolution through Fishbone analysis, root-cause elimination, and improved cross-functional incident management. · P0 Incident Management Transformation: Took over P0 incident management from Engineering, reducing critical incident response time from several hours to 30 minutes through dedicated ownership, streamlined escalation processes, and improved incident coordination.

Team Lead at project44, Dec 2022 - Apr 2024 · 1 yr 5 mos, Bengaluru, Karnataka, India

Senior Support Engineer at Sprinklr, Feb 2019 - Nov 2022 · 3 yrs 10 mos, Bengaluru, Karnataka, India, Responsibilities: 1. Built successful Teams from scratch. Mentored, guided and scaled them up to success. 2. Working on Social Media Reporting module at Sprinklr in Support department. 3. Hands On experience of Reporting Cloud in Sprinklr and working with various clients across various geographies. 4. Consistently recognized as Top Performer of the Week. 5. Extensive knowledge on Social Analytics, Inbound Analytics, SLA Dashboards, widgets, metrics and dimensions within the Reporting Cloud. 6. Extensive knowledge on KPIs for each Social Networks like Facebook, Instagram, Twitter, LinkedIN, Youtube etc.

Team Lead Manager at Subex, Aug 2014 - Dec 2018 · 4 yrs 5 mos, Bangalore, Responsibilities: Led a Team of 5 Application Support Engineers. Mentoring and guiding them on a daily basis. Handling performance management for the Team. In depth experience on Revenue Assurance, Provisioning, Data Analysis, Reconciliations between sources, Statistical Analysis and Trend Analysis. Currently working in Telecom Industry and have sound knowledge of Telecom Business flow, GSM Call Flow, IN CDR call flow, Billing and Rating, Revenue Assurance. Participation in customer delivery projects, handling scope, risks, changes and customer expectations and own the technical solution during project Extending post go-live and application maintenance support to the client. Define, manage and verify solutions in customer projects, handling and management of third party products and suppliers.

Senior Operations Specialist at IBM India Private Limited, Dec 2012 - Aug 2014 · 1 yr 9 mos, Bengaluru Area, India, Responsibilities: Analyst Role: 1. Preparing and maintaining accurate financial reports and statements. 2. Preparing and Analyzing Daily, Weekly, Monthly reports and giving valuable insigths to business 3. Checking pending activation, deactivation requests and clearing them ontime 4. Monitoring the system and making necessary arrangements/modifications to run system smoothly 5. Taking Care of the Reconciliation activity’s between diff N/W elements and identifying the root cause and resolving the discrepancies. Operations Role (Loyalty Program): 1. Ensure that customers gets points for their usage and are accumulated under an account_id specific to customer. 2. Ensure that customer is able to redeem the accumulated points to get rewards. 3. Reconciliation of redemption data at Mobily end and with redemption data at different vendor end. 4. Ad Hoc Reporting

Education

Bachelor’s Degree, Telecommunications Engineering, MVJ College of Engineering

H.S, Science, Salt Brook Academy