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Harish Babu V

Senior Technical Account Manager | Enterprise Backup Application Support | Technical Support lead | AWS S3 | Cloud Backup & Storage | Incident & Escalation Management | Customer Success|| Technical Support manager

Bengaluru

9+ years of work experience

Sep 20206 yrs 3 mosPresent

Bengaluru

• Delivered Technical account management for enterprise backup, cloud storage and business-critical products, handling complex customer issues through resolution • Delivered L3/L4 technical support for enterprise backup, cloud storage and business-critical applications, owning complex customer issues from investigation through resolution. • Investigated backup, restore, synchronization, storage and cloud-related incidents using log analysis, technical troubleshooting and root-cause analysis. • Supported enterprise environments involving AWS S3, S3-compatible storage, iDrive and bare-metal recovery. • Managed enterprise support tickets from initial investigation through resolution while maintaining SLA adherence and coordinating escalations. • Used ServiceNow/Jira-based ticketing and case-management workflows to document incidents, track defects and maintain resolution history. • Validated backup and restore workflows, storage operations, synchronization and data-integrity scenarios across enterprise environments. • Collaborated with Engineering, QA, Product Management and Customer Success teams to reproduce customer issues, validate fixes and support production releases. • Performed functional, regression, integration, API and UAT validation to verify product fixes and production readiness. • Supported AWS S3 and S3-compatible storage integrations, troubleshooting access, connectivity, configuration and data-integrity issues. • Prepared technical documentation, troubleshooting procedures and knowledge articles to improve enterprise support efficiency. • Participated in release and deployment validation activities, ensuring resolved product issues were verified before production implementation.
20215 y2026

Bengaluru

• Served as L3 technical support engineer and technical point of contact for enterprise users of IDrive Backup, Complete & Restore, IDrive e2, RemotePC and Bare Metal Restore.
20206 yrs2026

• Provided advanced L2/L3 support for IDrive Backup, IDrive e2, BMR, Disk Image, Complete & Restore, RemotePC, and cloud-to-cloud backup. • Investigated backup and restore failures, incomplete restores, interrupted transfers, synchronization errors, storage access failures, and infrastructure connectivity issues. • Performed application log analysis and RCA; reproduced defects, escalated to Engineering, and verified permanent fixes through regression and production testing. • Validated backup, restore, migration, and disaster recovery workflows involving VMware, Hyper-V, Microsoft Exchange, SQL Server, Windows, Linux, macOS, and NAS. • Compared Commvault-related S3 storage configurations with IDrive e2 endpoints, buckets, permissions, connectivity, and object-operation compatibility. • Supported S3-compatible cloud storage migrations; verified object counts, checksums, restore outcomes, and data integrity. • Used PowerShell and Bash for troubleshooting, diagnostic checks, and repeatable operational support workflows. • Investigated storage utilization, transfer performance, retention behavior, and backup health; applied capacity planning and storage tiering concepts. • Supported cloud backup modernization and integration testing for S3-compatible storage and cloud recovery workflows. • Owned critical incidents, SLA updates, and technical escalations; collaborated with Cloud, Storage, Infrastructure, Security, QA, Engineering, Product, and DevOps teams. • Created SOPs, recovery runbooks, troubleshooting documentation, and knowledge articles; mentored junior engineers.
IDrive Inc.
20146 yrs2020

• Provided L2/L3 backup and recovery application support, investigating failed jobs, restore errors, backup scheduling, connectivity problems, and data recovery concerns. • Validated incremental backups, file recovery, disaster recovery workflows, and application behavior across supported operating systems. • Performed functional, regression, integration, compatibility, smoke, and UAT testing; recorded defects and verified fixes. • Analyzed application logs, documented RCA findings, escalated complex cases, and maintained troubleshooting procedures to reduce repeat incidents. • Supported onboarding, backup configuration, licensing, enterprise customer communication, and technical training. • Created support documentation, SOPs, and knowledge base articles; mentored junior support engineers.
MphasiS an HP Company
Jan 20103 yrs 6 mosJun 2013

• Delivered L1/L2 technical support to enterprise users through phone, email, chat and remote-support channels. • Diagnosed and resolved Windows operating system, Microsoft Outlook, desktop hardware and peripheral-related issues. • Troubleshot LAN, broadband, Wi-Fi and router connectivity issues, including basic NAT and firewall configuration. • Managed incidents through structured ticketing workflows while maintaining resolution documentation and escalation procedures. • Coordinated complex technical issues with higher-level support teams to ensure timely resolution.
Mphasis (HP Company)
20103 yrs2013

• Delivered L1/L2 technical support for Windows, Microsoft Outlook, hardware, and end-user systems. • Troubleshot Wi-Fi, broadband, LAN, routers, NAT, firewall, and connectivity issues; documented incidents and coordinated escalations. • Provided user guidance and knowledge sharing while supporting service-level commitments.

Harish’s AI Stack

claude
claude
openai
openai
ChatGPT
ChatGPT

Education

bangalore university

Bachelor's degree, Computer Science

bangalore university

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Headline

Senior Technical Account Manager | Enterprise Backup Application Support | Technical Support lead | AWS S3 | Cloud Backup & Storage | Incident & Escalation Management | Customer Success|| Technical Support manager

About

Senior Technical Specialist | Enterprise Backup, Recovery & Technical Support Serve as a Senior QA Technical Specialist and L3 technical point of contact for complex enterprise backup, recovery and application-related issues across IDrive Backup, Complete & Restore, IDrive e2, RemotePC and Bare Metal Restore. • Lead functional, regression, integration, system, UAT, interoperability, migration and disaster recovery testing across Windows, macOS, Linux, iOS, Android and NAS environments. • Own complex customer escalations from issue reproduction and technical investigation through RCA, defect management, Engineering escalation, fix validation and closure. • Design and execute end-to-end backup, restore and disaster recovery test scenarios, validating data integrity and recovery reliability. • Test application-aware backup and recovery workflows involving SQL Server, VMware and Microsoft Exchange, including granular mailbox/item-level recovery. • Reproduce complex customer issues, perform detailed application/server log analysis and create actionable Jira defects with clear technical evidence. • Validate Engineering fixes through functional and regression testing before production releases. • Investigate failures across application, configuration, permissions, connectivity, network, storage and backend services. • Provide technical direction and mentoring to L2/L3 support and QA engineers on troubleshooting, test methodology, log analysis and defect isolation. • Identify recurring defects, perform root cause analysis and recommend permanent corrective and preventive actions. • Collaborate closely with QA, Engineering, Product Management and Customer Success to improve product quality, stability and release readiness. • Support end-to-end Complete & Restore workflows, including failed, incomplete and interrupted restore scenarios. • Troubleshoot backup, restore, synchronization and application issues across enterprise customer environments. • Act as a technical escalation owner for high-severity incidents while maintaining SLA commitments and clear stakeholder communication. • Contribute to continuous improvement of QA processes, troubleshooting methodologies, test coverage and product reliability. • Mentor junior engineers and support teams on product workflows, technical investigation, customer communication and escalation best practices.

Location

Bengaluru

AI stack

claude

openai

ChatGPT

Work experience

Senior QA Technical Specialist | Enterprise Cloud Backup Support | Backup and Restore|| at IDrive Software Pvt. Ltd., Sep 2020 - Present · 6 yrs 3 mos, Bengaluru, • Delivered Technical account management for enterprise backup, cloud storage and business-critical products, handling complex customer issues through resolution • Delivered L3/L4 technical support for enterprise backup, cloud storage and business-critical applications, owning complex customer issues from investigation through resolution. • Investigated backup, restore, synchronization, storage and cloud-related incidents using log analysis, technical troubleshooting and root-cause analysis. • Supported enterprise environments involving AWS S3, S3-compatible storage, iDrive and bare-metal recovery. • Managed enterprise support tickets from initial investigation through resolution while maintaining SLA adherence and coordinating escalations. • Used ServiceNow/Jira-based ticketing and case-management workflows to document incidents, track defects and maintain resolution history. • Validated backup and restore workflows, storage operations, synchronization and data-integrity scenarios across enterprise environments. • Collaborated with Engineering, QA, Product Management and Customer Success teams to reproduce customer issues, validate fixes and support production releases. • Performed functional, regression, integration, API and UAT validation to verify product fixes and production readiness. • Supported AWS S3 and S3-compatible storage integrations, troubleshooting access, connectivity, configuration and data-integrity issues. • Prepared technical documentation, troubleshooting procedures and knowledge articles to improve enterprise support efficiency. • Participated in release and deployment validation activities, ensuring resolved product issues were verified before production implementation.

Backup analyst at IDrive Software Pvt. Ltd., 2021 - 2026 · 5 y, Bengaluru, • Served as L3 technical support engineer and technical point of contact for enterprise users of IDrive Backup, Complete & Restore, IDrive e2, RemotePC and Bare Metal Restore.

Senior Technical Support Engineer at IDrive Software Pvt. Ltd., 2020 - 2026 · 6 yrs, • Provided advanced L2/L3 support for IDrive Backup, IDrive e2, BMR, Disk Image, Complete & Restore, RemotePC, and cloud-to-cloud backup. • Investigated backup and restore failures, incomplete restores, interrupted transfers, synchronization errors, storage access failures, and infrastructure connectivity issues. • Performed application log analysis and RCA; reproduced defects, escalated to Engineering, and verified permanent fixes through regression and production testing. • Validated backup, restore, migration, and disaster recovery workflows involving VMware, Hyper-V, Microsoft Exchange, SQL Server, Windows, Linux, macOS, and NAS. • Compared Commvault-related S3 storage configurations with IDrive e2 endpoints, buckets, permissions, connectivity, and object-operation compatibility. • Supported S3-compatible cloud storage migrations; verified object counts, checksums, restore outcomes, and data integrity. • Used PowerShell and Bash for troubleshooting, diagnostic checks, and repeatable operational support workflows. • Investigated storage utilization, transfer performance, retention behavior, and backup health; applied capacity planning and storage tiering concepts. • Supported cloud backup modernization and integration testing for S3-compatible storage and cloud recovery workflows. • Owned critical incidents, SLA updates, and technical escalations; collaborated with Cloud, Storage, Infrastructure, Security, QA, Engineering, Product, and DevOps teams. • Created SOPs, recovery runbooks, troubleshooting documentation, and knowledge articles; mentored junior engineers.

Analyst at IDrive Inc., 2014 - 2020 · 6 yrs, • Provided L2/L3 backup and recovery application support, investigating failed jobs, restore errors, backup scheduling, connectivity problems, and data recovery concerns. • Validated incremental backups, file recovery, disaster recovery workflows, and application behavior across supported operating systems. • Performed functional, regression, integration, compatibility, smoke, and UAT testing; recorded defects and verified fixes. • Analyzed application logs, documented RCA findings, escalated complex cases, and maintained troubleshooting procedures to reduce repeat incidents. • Supported onboarding, backup configuration, licensing, enterprise customer communication, and technical training. • Created support documentation, SOPs, and knowledge base articles; mentored junior support engineers.

Technical Support Engineer at MphasiS an HP Company, Jan 2010 - Jun 2013 · 3 yrs 6 mos, • Delivered L1/L2 technical support to enterprise users through phone, email, chat and remote-support channels. • Diagnosed and resolved Windows operating system, Microsoft Outlook, desktop hardware and peripheral-related issues. • Troubleshot LAN, broadband, Wi-Fi and router connectivity issues, including basic NAT and firewall configuration. • Managed incidents through structured ticketing workflows while maintaining resolution documentation and escalation procedures. • Coordinated complex technical issues with higher-level support teams to ensure timely resolution.

Technical Support Engineer at Mphasis (HP Company), 2010 - 2013 · 3 yrs, • Delivered L1/L2 technical support for Windows, Microsoft Outlook, hardware, and end-user systems. • Troubleshot Wi-Fi, broadband, LAN, routers, NAT, firewall, and connectivity issues; documented incidents and coordinated escalations. • Provided user guidance and knowledge sharing while supporting service-level commitments.

Education

Bachelor's degree, Computer Science, bangalore university