---
title: "Mousam Choudhury - Technical Process Specialist in Bengaluru | Tal"
description: "Meet Mousam Choudhury, Technical Escalation Manager | Critical Incident & RCA Management | Enterprise SaaS Support | Cisco WebEx & Citrix Cloud based in Bengaluru. AI stack includes claude, deepmind, and deepseek. Explore public work links including youtube.com."
image: "https://tal.club/meet/mousam-choudhury/share-image"
---

# Mousam Choudhury on Tal

## Headline

Technical Escalation Manager \| Critical Incident & RCA Management \| Enterprise SaaS Support \| Cisco WebEx & Citrix Cloud

## About

Technical Process Specialist recognized for exceptional productivity and efficient task execution\. Expertise in process optimisation, quality control methodologies, and workflow automation drives operational excellence\. Strong problem\-solving abilities and adaptability enhance team collaboration and productivity\.

## Location

Bengaluru

## AI stack

claude

deepmind

deepseek

gemini

meta

perplexity

## Work experience

Technical Process Specialist at Infosys, Sep 2023 \- Apr 2026 · 2 yrs 8 mos, India, \* Collaborated with cross\-functional teams in a shared environment to troubleshoot and resolve client issues related to Cisco Webex services\. \* Acted as a Subject Matter Expert \(SME\), managing day\-to\-day operations of support agents and offering technical and procedural guidance\. \* Facilitated onboarding for new team members by delivering role\-specific training and providing continuous support for smooth integration\. \* Handled urgent Tier 1 and Tier 2 escalations, often involving executive\-level clients and key organizational stakeholders\. \* Scheduled and led meetings with senior stakeholders and organizational heads to gather business requirements and deliver tailored solutions\. \* Utilized internal tools and platforms such as CCRC, SWP\-OPS, MATS, Control Hub, Salesforce Cloud One, and others to manage and resolve cases efficiently\. \* Managed regional escalations, ensuring prompt and effective resolution in line with SLAs and escalation protocols\. \* Maintained and protected sensitive client data using Cisco Cloud infrastructure, adhering strictly to security and compliance standards\. \* Generated performance and case management reports, highlighting recurring issues such as billing failures due to system migration, international data transfers, slow update requests, and more\. \* Oversaw team task completion, coordinated workflows, and provided support to ensure optimal team collaboration and efficiency\.

Customer Support Representative at 2COMS Consulting Pvt\. Ltd\. : Accenture, Jul 2022 \- Jan 2023 · 7 mos, Bengaluru, Karnataka, India, \* Assisted customers with inquiries via phone and chat support\. \* Collaborated effectively with a diverse team to achieve goals and resolve product and service\-related issues\. \* Quickly and efficiently identified customer needs to provide appropriate solutions\. \* Acted as an on\-duty Subject Matter Expert \(SME\) to handle and resolve customer escalations\. \* Supervised a small team responsible for supporting U\.S\. clients and delivering prompt, effective solutions\. \* Helped customers troubleshoot iPhone issues including network connectivity, iCloud setup, and system updates\. \* Resolved technical issues related to MacBooks, such as startup failures, performance lags, and OS errors\. \* Delivered step\-by\-step support for common iOS and macOS issues, minimizing user downtime\. \* Educated clients on best practices for device care, security configuration, and system optimization\.

Senior Inside Sales Manager at Simplilearn, Dec 2021 \- May 2022 · 6 mos, Bangalore Urban, Karnataka, India, \* Executed daily responsibilities with accuracy, efficiency, and attention to detail\. \* Proposed innovative ideas to enhance team performance and drive improved outcomes\. \* Collaborated with diverse teams to meet goals and resolve product\-related challenges\. \* Prioritized and organized tasks effectively to meet service and performance objectives\. \* Delivered training courses on Artificial Intelligence, Machine Learning, and Cloud Engineering to U\.S\.\-based clients\. \* Maintained up\-to\-date knowledge through continuous learning and advanced technical training\. \* Completed specialized training in AI, ML, and Cloud Engineering to guide clients in exploring career advancement opportunities\. \* Handled escalation calls and led meetings with employers from various organizations to discuss and coordinate company\-specific training programs for large employee groups\.

Business Development Associate at Vyapar app, Mar 2021 \- Nov 2021 · 9 mos, India, \* Collaborated with marketing and operations teams to implement effective sales initiatives\. \* Developed and executed strategic sales plans that contributed to increased revenue across India\. \* Analyzed data from sales campaigns to identify trends, performance metrics, and actionable insights\. \* Reviewed usage logs to detect patterns in sales activity and uncover areas for improvement\. \* Arranged merchandise displays to boost product visibility and drive sales\. \* Established and monitored key performance indicators \(KPIs\) to track progress against sales targets\. \* Participated in regular team meetings to evaluate performance and align with sales goals and objectives\. \* Managed customer relationships throughout the entire sales cycle, ensuring a high level of satisfaction and retention\.

Advisor at Concentrix, Jan 2020 \- Feb 2021 · 1 yr 2 mos, India, \* Assisted customers with inquiries via chat support, ensuring timely and accurate responses\. \* Resolved customer issues by following established procedures and support guidelines\. \* Documented all customer interactions in the company database for future reference and quality assurance\. \* Collaborated with team members to improve service delivery and meet performance metrics\. \* Educated customers on product features and services to enhance overall user experience\. \* Maintained up\-to\-date knowledge of products and services to provide accurate and relevant support\. \* Delivered remote technical support, diagnosing and resolving issues efficiently\. \* Utilized troubleshooting tools to identify root causes of technical and operational problems\. \* Implemented best practices for troubleshooting techniques across the organization to improve consistency and effectiveness\. \* Conducted training sessions for staff on proper use of internal systems and applications\. \* Participated in ongoing training programs to continuously improve technical skills and product knowledge\.

Customer Support Representative at Concentrix, Jan 2020 \- Feb 2021 · 1 yr 2 mos, Comprehensive customer support for Sirius XM via chat for L1\-L3 Support\.

## Education

Bachelor's degree, Bachelors in Computer Science and Application, Karimganj college

Bachelor of Computer Science, Assam University

## Public links

- youtube\.com: https://youtube\.com/@@mousamchoudhury9259

[View the original profile](https://tal.club/meet/mousam-choudhury)

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