About
Technical Support & Operations Leader with 14+ years of experience in managing global support teams, driving service delivery excellence, and leading mission-critical incident management across SaaS and cloud environments. I specialize in scaling support operations, improving SLA/KPI performance, and delivering exceptional customer experiences. My expertise includes Technical Support, Incident Management, Escalation Handling, ITIL processes, and cross-functional collaboration with Engineering and Product teams. 🔹 Core Expertise: • Technical Support Lead & Support Operations • Incident, Problem & Change Management (ITIL 4) • Major Incident / War Room Leadership • SLA/KPI Governance & Service Delivery • Customer Success & Stakeholder Management • SaaS & Cloud Support (AWS environments) 🔹 Tools & Platforms: ServiceNow | Splunk | Datadog | Twilio | SaaS Platforms I have successfully led high-performing teams, managed global escalations, and driven continuous improvement initiatives that enhance operational efficiency and customer satisfaction. 💼 Open to opportunities in: Technical Support Lead| Service Delivery | Operations Management | Incident Management Let’s connect if you're looking for a leader who can drive support excellence and business impact.
Work experience
Sr Tech Support Engineer at Papaya Global, Feb 2024 - Present · 2 y 7 mo, Bengaluru, Karnataka, India
Layoff/position eliminated at ServiceNow, Jul 2023 - Jan 2024 · 7 mos, Bengaluru, Karnataka, India
Sr Tech Engineer at ServiceNow, Sep 2022 - Feb 2024 · 1 yr 6 mos, Greater Bengaluru Area
Senior Technical Support Engineer at ServiceNow Software Development India Pvt Ltd, Sep 2022 - Jun 2023 · 10 mos, Led major incident management, including war room coordination for critical enterprise issues. Delivered executive-level RCA reports with actionable insights. Managed service delivery metrics, ensuring SLA and KPI compliance. Conducted QBRs and monthly service reviews with key customers. Mentored and coached team members, improving performance and technical capability. Partnered with engineering teams to accelerate issue resolution.
Sr TSE at Twilio, Jul 2021 - Sep 2022 · 1 yr 3 mos, India
