Headline

Senior Tech Support & Escalation Specialist → Data-Driven Business Analyst | Turning Escalations into Product Insights | AI-Power User | SQL · Power BI | BITS Pilani

About

I fix complex problems for a living — and then I make sure they never come back in tech. By day, I’m a Tier 2 Senior Escalation Specialist at Diligent. But what I actually do is closer to Business Analysis. I dig into data, find patterns in failures, translate technical chaos into structured insights, and work with Product & Engineering to close the loop. AI isn’t a buzzword in my work — it’s a daily tool. I use ChatGPT, Claude, and Microsoft Copilot to draft RCAs faster, summarize escalation trends, and cut through noise in large datasets. Power BI’s AI features help me turn raw support data into dashboards that actually drive decisions. What I’ve delivered: •40% faster escalation response through protocol redesign •25% drop in recurring issues through data-driven trend analysis •Cross-functional collaboration with Product, Engineering & Leadership daily I’m now actively moving into Business Analyst, Data Analyst, and Product roles, where I can do this work full time, with the title to match. Based in Bengaluru · Open to hybrid & remote.

Location

Bengaluru

Work experience

Tier 2 Senior Product Specialist (Escalation) at Diligent, Nov 2022 - Present · 3 yrs 8 mos, Bengaluru, Karnataka, India, As a Technical Support Specialist, I acted as the primary escalation point for complex technical issues, developing streamlined protocols that reduced response times by 40% and leveraging data analytics to inform solutions and optimize performance. I collaborated cross-functionally to integrate customer feedback into product enhancements while serving as a liaison between customers and technical teams during critical escalations in a fast-paced, dynamic environment. Roles and Responsibilities: 1.Acted as the primary escalation point for complex technical issues, ensuring timely resolutions and enhanced customer satisfaction. Agile methodology experience using tools like JIRA and Confluence. 2.Developed an escalation protocol that streamlined urgent requests, reducing response times by 40%. 3.Collaborated cross-functionally with product management and development teams to address escalated issues, integrating customer feedback into product enhancements. Participated in cross-departmental meetings to resolve cases effectively. 4.Leveraged data analytics to identify trends in escalated issues, providing insights that informed product development and reduced recurring problems by 25% and optimize performance. 5.Served as a liaison between customers and technical teams during critical escalations, ensuring clear communication. Implemented feedback loops for real-time adjustments to support strategies. Worked in a fast-paced, dynamic environment with changing priorities to deliver innovative solutions.

System Engineer at Tata Consultancy Services, Aug 2019 - Nov 2022 · 3 yrs 4 mos, Gurgaon, India, As an System Engineer with Technical Support in TCS, I play a pivotal role in providing dedicated assistance to all the customers within the TCS project. Roles and Responsibilities: 1. Promoted to System Lead for two applications, where I analyzed peak usage hours and common issues, leading to the proposal of a new resource allocation scheduling system. Introduced a ticketing system to prioritize urgent issues, increasing overall productivity by utilizing software to organize, track bug patches, and manage feature requests effectively. 2. Managed the complete product lifecycle from ideation to launch, prioritizing features based on business impact. 3. Developed and implemented a systematic troubleshooting process that involved gathering detailed customer information, analyzing error logs, and collaborating with cross-functional teams to identify root causes. Automated manual processes through scripting, resulting in increased efficiency. 4. Created a comprehensive knowledge base for common issues and solutions, empowering team members and improving response times for customer inquiries.

Trainee System Engineer at Tata Consultancy Services, Aug 2019 - Mar 2021 · 1 yr 8 mos, Gurugram, Haryana, India, As an IT professional specializing in Technical Support, I play a pivotal role in providing assistance to clients all across globe. Roles and Responsibilities:- 1. Responsible for identifying and resolving issues, conducting thorough root cause analyses, and troubleshooting historical trends. 2. Utilizing sophisticated tools such as ServiceNow (SNOW). My expertise centers on the intricacies of robust data review and analysis, enabling me to proactively discern solutions and guide the team through complex scenarios with finesse. 3. As a Support Specialist in TCS, My specialization lies in supporting clients, ensuring an optimal user experience and resolving technical queries with precision and efficiency. 4.Contributed to resource planning, provided training and actively participated in management tasks.

Intern at RRVPNL, May 2018 - Jul 2018 · 3 mos, Jaipur Area, India, During my internship at RRVPNL (Rajasthan Rajya Vidyut Prasaran Nigam Limited), I gained invaluable hands-on experience in the energy sector. My role involved assisting in various projects related to power transmission and distribution, where I was able to apply my theoretical knowledge in a practical environment. I participated in team meetings, contributing ideas and insights on improving operational efficiency. Additionally, I was involved in data analysis tasks, which enhanced my analytical skills and understanding of the technical aspects of power systems. This experience not only deepened my technical expertise but also improved my teamwork and communication skills, as I collaborated with professionals across different departments.

Education

Master of Business Administration - MBA, Business analytics, Birla Institute of Technology and Science, Pilani

Bachelor of Technology - BTech, Electrical, Electronics and Communications Engineering, Jaipur Engineering College and Research Centre (JECRC)