Headline

Senior Technical Support Analyst-Cloud, AI, SQL, IOT | Technical Management | Senior Technical Support Engineer-EMC Storage | Ex-Wipro

About

98% SLA adherence | 4.9 CSAT | 500+ incidents managed per month per head I am a Senior Technical Support professional with 5+ years of experience driving high-availability support across Cloud, AI-driven, and IoT platforms. I manage P1/P2 incidents, lead bridge calls during outages, and handle stakeholder escalations to ensure business continuity. Beyond incident resolution, I lead and mentor a team of 27 members, conduct performance reviews, track KPIs, and drive weekly and monthly reporting. I have implemented multiple process improvements and workflow optimizations that reduced escalations, improved resolution time, and streamlined bug-fix cycles through structured collaboration with Product and Engineering leadership. Technically hands-on across Salesforce, Jira, Confluence, SQL, Loops, and Amazon MongoDB, I combine deep technical troubleshooting with operational leadership and SLA-focused execution. I am now seeking Technical Manager opportunities where I can scale support operations, strengthen cross-functional alignment, and build high-performing teams that deliver measurable impact. Previously at Wipro, I progressed from Technical Support Engineer to Storage Administrator, supporting enterprise PowerScale environments with 100% adherence and strong customer recognition, building a strong foundation in infrastructure and operational excellence. Open to the right opportunity that values ownership, accountability, and operational excellence.

Location

Bengaluru

AI stack

claude

openai

ChatGPT

Microsoft Copilot

Work experience

Senior Technical Support Engineer at Netradyne, Jan 2025 - Present · 1 y 9 mo, Bengaluru, Karnataka, India, Acting Technical Lead for an AI-powered SaaS platform, leading L2/L3 technical support, critical escalations, and enterprise customer support across Cloud, AI & IoT environments. Own P1/P2 incidents, outage bridge calls, RCA, and end-to-end technical escalations, partnering with Engineering, Product, Cloud Operations, QA, and Customer Success. Troubleshoot complex production issues using AWS, PostgreSQL, SQL, Elasticsearch, Kibana, REST APIs & log analysis, driving permanent fixes and platform reliability. Lead production readiness, enterprise onboarding, releases, and platform enhancements, ensuring seamless deployments and operational stability. Mentor and guide a 27-member technical support team through coaching, KT, onboarding, quality reviews, KRA/KPI guidance, and technical interviews. Drive operational excellence and process improvements, maintaining 98% SLA adherence and 4.9 CSAT in a high-volume enterprise support environment.

Senior Storage Administrator at WIPRO TECHNOLOGIES, Nov 2020 - Dec 2024 · 4 yrs 2 mos, Bengaluru, Karnataka, India, Managed enterprise Dell EMC PowerScale (Isilon) storage infrastructure for global customers, ensuring high availability, performance, scalability, and business continuity. Delivered L3 technical support for complex storage, replication, performance, and infrastructure issues while maintaining 99%+ SLA compliance. Led storage operations including provisioning, cluster expansion, firmware upgrades, capacity planning, SyncIQ replication, snapshots, backup, and disaster recovery. Troubleshot critical production incidents and performed RCA and performance optimization, collaborating with Engineering, Infrastructure, Networking, and Operations teams. Partnered with enterprise customers on storage implementations, upgrades, technical requirements, and operational readiness, while mentoring junior engineers through technical coaching and knowledge sharing.

Education

Master's Degree, Master of Technology In Computing Systems & Infrastructure, Birla Institute of Technology and Science, Pilani

Master of Technology - MTech, Computing Systems & Infrastructure, Birla Institute of Technology and Science, Pilani