About
Professional Summary Customer Success and Technical Support professional with 5+ years of experience driving enterprise customer engagement, retention, and growth. Skilled in managing end-to-end customer lifecycles—product demos, onboarding, adoption, escalations, and account expansion. Proven ability to translate technical complexity into business outcomes, collaborate cross-functionally, and influence product roadmaps with customer insights. Adept at building trusted relationships with senior stakeholders, minimizing churn, and enabling customer success through SaaS, ITSM, and EX-focused solutions. Professional Experience Zoho Corporation – Technical Support Engineer Feb 2022 – Present | Coimbatore, India Manage mid-market and enterprise customer accounts in IT Operations ensuring product adoption and ROI. Lead customer conversations to align monitoring solutions (agentless & agent-based) with business objectives, reducing downtime and improving operational efficiency. Act as the primary point of escalation, resolving complex technical issues with urgency while coordinating with Engineering, Product, and QA teams. Partner with customers’ IT Admins, Directors, and CXOs to define success plans, optimize deployments, and identify expansion opportunities. Conduct training sessions, training and health checks to increase feature adoption and ensure customers achieve desired outcomes. Provide actionable feedback to Product and Engineering, directly influencing roadmap improvements. Recognized for converting critical escalations into long-term customer advocacy, strengthening retention. Infosys Limited – IT Support Specialist (End-User Computing & Data Center Operations) Jul 2019 – Jan 2022 | Bangalore, India Delivered enterprise IT support across EUC and datacenter environments for global customers. Collaborated with cross-functional teams to ensure seamless IT service delivery, focusing on reliability and customer satisfaction. Supported enterprise-level stakeholders by troubleshooting high-impact incidents, minimizing downtime, and maintaining SLA compliance. - Key Achievements Spearheaded migration from agentless WMI-based monitoring to agent-based monitoring, proactively addressing Microsoft RPC security changes and ensuring uninterrupted customer operations. Drove customer success initiatives by aligning monitoring strategies with enterprise digital transformation goals. Consistently achieved high CSAT and retention scores by resolving escalations and enabling product adoption.
Work experience
Senior Technical Consultant at ManageEngine, Mar 2026 - Present · 8 mos
Technical Support Engineer - ITOM at ManageEngine, Jul 2025 - Present · 1 yr 4 mos, Chennai, (Applications Manager, OpManager, Netflow Analayzer, Firewall Analyzer, Network Configuration manager, OpUtils)
Technical Support Engineer - Applications Manager (Devops- Observability and Monitoring) at ManageEngine, Feb 2022 - Jun 2026 · 4 yrs 5 mos, Chennai, Handling IT team with full-stack visibility across cloud and on-premise applications. Gain deep, proactive insights to identify and prevent performance bottlenecks, optimize application health, and deliver seamless user experiences. This simplifies IT and DevOps processes, streamlining application monitoring, driving peak performance and a competitive edge .
Analyst - Senior Operations executive -Cloud and Infra services at Infosys, Mar 2021 - Jan 2022 · 11 mos, Bangalore Urban, Karnataka, India, Progressed on July 2021
Consultant / Operations Executive - Cloud and Infrastructure Services at Infosys, Apr 2020 - Mar 2021 · 1 yr, Bengaluru, Karnataka, Designed, deployed, and managed cloud infrastructure on major platforms (AWS, Azure, Google Cloud) using IaaS, PaaS, and serverless architectures. Implemented Infrastructure as Code (IaC) with tools like Terraform, Ansible, or CloudFormation for automated provisioning and configuration management. Ensured high availability, scalability, and disaster recovery through load balancing, auto-scaling groups, and multi-region setups. Monitored cloud environments using native tools (CloudWatch, Azure Monitor, Stackdriver) and third-party solutions for performance and incident response. Applied cloud security best practices: IAM roles, encryption, VPC/network security, and compliance with standards (GDPR, HIPAA, SOC2). Optimized cloud costs through FinOps practices — resource right-sizing, reserved instances, tagging, and budgeting. Supported hybrid and multi-cloud strategies to avoid vendor lock-in and improve resilience. Managed migrations from on-premises to cloud (lift-and-shift, re-platforming, refactoring). Integrated CI/CD pipelines and supported DevOps workflows for faster application deployment. Contributed to AI/ML workloads by provisioning GPU instances and leveraging managed AI services.
Foundation Program Trainee at Infosys, Nov 2019 - Apr 2020 · 6 mos, Mysuru Area, India, Residential Program - Infosys Ltd Python computation, Database architecture - PGSQL, Virtualization - Hyper V, Virtual box, Cloud computing
