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Shruti S.

Senior Technical Support & Escalation Leader | Global Enterprise Support | Incident Management & Customer Reliability | AI-Enabled Support Transformation

Bengaluru

10+ years of work experience

Infoblox
Jul 20242 yrs 4 mosPresent

Bengaluru

Career Break
Oct 20239 mosJun 2024

EY
Mar 20221 yr 7 mosSep 2023

Bengaluru

Led a team of Senior Consultants and Staff Engineers delivering cybersecurity and network operations support to enterprise clients. Delivered a $40M+ implementation for a top-tier enterprise client, building standardized procedures and runbooks that became the reference model for downstream engagements. Built a team culture grounded in service excellence — guided consultants through high-stakes project deadlines and complex client escalations. Owned the full talent lifecycle: campus hiring, technical interviews, onboarding, training, and performance management for tenured engineers and new-hire cohorts. Drove technical strategy in partnership with senior leadership, aligning delivery roadmaps with client business outcomes. Designed, implemented, and measured ITIL processes across distributed onsite/offshore teams, improving consistency and audit readiness. Applied Agile (Scrum, Kanban) and Waterfall methodologies depending on engagement type, with strong stakeholder reporting to senior management. Conducted monthly performance stack reviews and led structured employee appraisals, mentoring associates toward measurable career outcomes.
Akamai Technologies
Dec 20183 yrs 4 mosMar 2022

Greater Bengaluru Area

Led global technical support teams delivering enterprise-grade customer experience for Akamai's CDN, security, and edge product portfolio. Drove a 25% boost in customer satisfaction while maintaining a 97% CSAT across critical enterprise accounts. Owned end-to-end support center operations — CSAT, SLA, escalation management, staffing, performance, quality, and competency development. Partnered cross-functionally with Engineering, Product, Customer Success, and Solutions Engineering to resolve high-impact issues and influence product roadmap. Led staffing projections, resource allocation, and capacity planning, ensuring on-time team readiness across global shifts. Established team OKRs, quarterly goals, and performance frameworks; delivered formal appraisals and ongoing coaching. Analyzed CSAT/NPS trends and operational metrics (backlog, MTTR, response time) to identify systemic improvements and elevate brand experience. Delivered quarterly and annual operations reviews to internal leadership and external enterprise customers. Built a competency-development platform in collaboration with stakeholders — focusing on talent retention, upskilling, and internal mobility.
Akamai Technologies
Aug 20162 yrs 4 mosNov 2018

Bengaluru Area, India

Resolved complex technical escalations across Akamai's CDN, security, and DNS product suite for global enterprise customers. Troubleshot Ion, DSA, CPS, Fast DNS, GTM, and WAF — diagnosing issues across caching, performance, and security layers. Performed deep log analysis and post-attack forensics to deliver RCAs and mitigation strategies for future-proofing customer infrastructure. Investigated complex issues by analyzing data across Akamai's distributed network and customer-origin interactions. Acted as Subject Matter Expert (SME) for multiple Akamai products and as escalation lead for high-severity incidents. Recognized among AkaTec Global DevOps/API SMEs; served as Akapedia Coach mentoring engineers on knowledge documentation. Led training sessions and recommended product/process improvements based on recurring customer pain points. Worked directly with NA and EMEA customers, building strong cross-cultural client relationships.
Tech Mahindra
Oct 201511 mosAug 2016

Bengaluru Area, India

Worked as a Network and Security engineer with roles and responsibilities including configuration, administration, and troubleshooting of LAN/WAN infrastructure and Security, including Checkpoint Firewalls, F5 load balancers, Bluecoat Proxies, Cisco Routers, and Switches.Performed risk analyses to identify appropriate security countermeasures Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork

Shruti’s AI Stack

claude
claude
Glean
Glean

Education

Bachelor of Technology (BTech), Information Technology

Engineering College Bikaner

20064 yrs2010

10+2

Queens of Angels

20051 yr2006

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Headline

Senior Technical Support & Escalation Leader | Global Enterprise Support | Incident Management & Customer Reliability | AI-Enabled Support Transformation

About

From debugging CDN edge cases to leading global support orgs. Now: reimagining CX with Agentic AI. Enterprise support used to be reactive. I'm building the version that's intelligent, automated, and customer-obsessed. 14+ years across Infoblox, EY, and Akamai — scaling CSAT to 97%, resolving high-stakes enterprise escalations, and delivering multi-million-dollar implementations. Today, I'm focused on transforming CX through Gen AI and Agentic AI — using tools like Glean and SupportLogic to deflect tickets, surface insights, and let support teams focus on what humans do best. 🔹 Global Tech Support Leadership 🔹 Gen AI & Agentic AI for CX 🔹 ITIL, Escalation & Stakeholder Management Open to global tech support leadership conversations. Let's connect.

Location

Bengaluru

AI stack

claude

Glean

Work experience

Manager, Enterprise Support at Infoblox, Jul 2024 - Present · 2 yrs 4 mos, Bengaluru

Health and well-being at Career Break, Oct 2023 - Jun 2024 · 9 mos

Manager - Cyber Security at EY, Mar 2022 - Sep 2023 · 1 yr 7 mos, Bengaluru, Led a team of Senior Consultants and Staff Engineers delivering cybersecurity and network operations support to enterprise clients. Delivered a $40M+ implementation for a top-tier enterprise client, building standardized procedures and runbooks that became the reference model for downstream engagements. Built a team culture grounded in service excellence — guided consultants through high-stakes project deadlines and complex client escalations. Owned the full talent lifecycle: campus hiring, technical interviews, onboarding, training, and performance management for tenured engineers and new-hire cohorts. Drove technical strategy in partnership with senior leadership, aligning delivery roadmaps with client business outcomes. Designed, implemented, and measured ITIL processes across distributed onsite/offshore teams, improving consistency and audit readiness. Applied Agile (Scrum, Kanban) and Waterfall methodologies depending on engagement type, with strong stakeholder reporting to senior management. Conducted monthly performance stack reviews and led structured employee appraisals, mentoring associates toward measurable career outcomes.

Technical Team Lead at Akamai Technologies, Dec 2018 - Mar 2022 · 3 yrs 4 mos, Greater Bengaluru Area, Led global technical support teams delivering enterprise-grade customer experience for Akamai's CDN, security, and edge product portfolio. Drove a 25% boost in customer satisfaction while maintaining a 97% CSAT across critical enterprise accounts. Owned end-to-end support center operations — CSAT, SLA, escalation management, staffing, performance, quality, and competency development. Partnered cross-functionally with Engineering, Product, Customer Success, and Solutions Engineering to resolve high-impact issues and influence product roadmap. Led staffing projections, resource allocation, and capacity planning, ensuring on-time team readiness across global shifts. Established team OKRs, quarterly goals, and performance frameworks; delivered formal appraisals and ongoing coaching. Analyzed CSAT/NPS trends and operational metrics (backlog, MTTR, response time) to identify systemic improvements and elevate brand experience. Delivered quarterly and annual operations reviews to internal leadership and external enterprise customers. Built a competency-development platform in collaboration with stakeholders — focusing on talent retention, upskilling, and internal mobility.

Technical Solution Engineer II at Akamai Technologies, Aug 2016 - Nov 2018 · 2 yrs 4 mos, Bengaluru Area, India, Resolved complex technical escalations across Akamai's CDN, security, and DNS product suite for global enterprise customers. Troubleshot Ion, DSA, CPS, Fast DNS, GTM, and WAF — diagnosing issues across caching, performance, and security layers. Performed deep log analysis and post-attack forensics to deliver RCAs and mitigation strategies for future-proofing customer infrastructure. Investigated complex issues by analyzing data across Akamai's distributed network and customer-origin interactions. Acted as Subject Matter Expert (SME) for multiple Akamai products and as escalation lead for high-severity incidents. Recognized among AkaTec Global DevOps/API SMEs; served as Akapedia Coach mentoring engineers on knowledge documentation. Led training sessions and recommended product/process improvements based on recurring customer pain points. Worked directly with NA and EMEA customers, building strong cross-cultural client relationships.

Security Analyst at Tech Mahindra, Oct 2015 - Aug 2016 · 11 mos, Bengaluru Area, India, Worked as a Network and Security engineer with roles and responsibilities including configuration, administration, and troubleshooting of LAN/WAN infrastructure and Security, including Checkpoint Firewalls, F5 load balancers, Bluecoat Proxies, Cisco Routers, and Switches.Performed risk analyses to identify appropriate security countermeasures Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork

Education

Bachelor of Technology (BTech), Information Technology, Engineering College Bikaner

10+2, Queens of Angels