Parvez Ahmad Email & Phone Number

Bengaluru, Ka, In

Bengaluru, Karnataka, India

As a Software Escalation Manager, I lead the resolution of high-impact technical escalations on Data security/Web Security/Cloud Security, driving solutions across diverse technology stacks to deliver seamless customer experiences. I manage escalations coming from L4 Level, identify root causes, and implement robust solutions to complex Software/Security/OS/Network issues. With a strong foundation in software management and a focus on cybersecurity, I have been actively integrating artificial intelligence into our operational processes. By harnessing AI technologies, I drive efficiency in data protection measures and enhance our disaster recovery plans, ensuring robust systems that adapt to emerging threats.- Lead cross-functional efforts to troubleshoot, analyze, and resolve software issues, utilizing advanced diagnostic techniques across system logs, performance metrics, and code-level details.- Serve as the primary point of contact for critical customer escalations, ensuring timely and effective resolution while maintaining a strong focus on customer satisfaction and business impact.- Provide mentorship and technical leadership to support engineers, sharing best practices and troubleshooting methodologies to enhance team performance.- Collaborate closely with Product Development, Quality Assurance, and Product Management teams to address defects and usability challenges, ensuring continuous product improvement.- Author technical knowledge base (KB) articles and documentation, empowering internal teams and customers with self-service resources for faster issue resolution.- Spearhead process improvements through post-incident reviews and root cause analysis, driving operational efficiency and enhancing product reliability.- Deliver technical presentations, webinars, and workshops on product functionality, deployment best practices, and troubleshooting techniques to diverse audiences.

Bengaluru, Karnataka, India

In this role, I led service delivery for large-scale IT projects, overseeing the deployment of solutions that met both technical and business objectives. I managed cross-functional teams and ensured the seamless delivery of products and services aligned with stakeholder expectations.- Directed end-to-end project execution, from gathering business requirements to product delivery, ensuring adherence to deadlines and budgets.- Collaborated with upper management to secure buy-in for strategic initiatives, influencing business decisions to align with project goals.- Hired, trained, and mentored technical support staff, fostering a skilled and collaborative team environment.- Drove process improvements through regular status meetings, performance reviews, and stakeholder feedback, optimizing project delivery and customer satisfaction.- Conducted user acceptance testing (UAT) and managed production issue troubleshooting, enhancing system reliability and performance.

As Automation Lead, I spearheaded initiatives that automated critical testing processes, enhancing the efficiency and quality of software development cycles.- Developed and executed automated test scripts using Ansible and Python, reducing testing cycles and boosting delivery speed.- Collaborated with development teams to understand requirements and design automation frameworks tailored to project needs.- Implemented keyword-driven testing frameworks to enhance maintainability, reducing manual testing effort.

Bengaluru Area, India

Led backup and disaster recovery initiatives for the EMEA region, focusing on data protection, business continuity, and system resilience.- Managed technical support escalations, ensuring the rapid resolution of backup and recovery issues across a wide range of enterprise environments.- Conducted interviews, onboarded, and trained technical staff, building a high-performing team to support customers across the region.- Ensured alignment between backup/recovery strategies and customer business objectives, driving successful project outcomes and customer satisfaction.

Bangalore

- Led the Veritas Enterprise Support process, focusing on Symantec Backup Exec, Enterprise Vault, and Continuous Protection Server.- Managed customer escalations across EMEA, working/driving resolution of critical issues and delivering high-quality technical support within SLAs.- Provided technical coaching and feedback to team members, improving team performance and customer satisfaction.

Bangalore

- Provided 3rd-level support for Symantec products, including Backup Exec, Enterprise Vault, and Continuous Protection Server.- Worked with backup solutions, storage management, disaster recovery, and system integrity audits.- Managed storage libraries, scheduled backup jobs, and worked on SAN/NAS architecture.- Resolved complex storage and backup issues, working with both software and hardware vendors.

Bangalore

- Managed server hardware, software applications, and operating systems.- Led system performance monitoring, daily backups, and data restoration processes.- Provided guidance on security policies and emergency response plans.- Worked on system design, deployment, and vendor management, ensuring system integrity and performance.

New Delhi Area, India

- Oversaw audits, device, file system, network, and user management.- Led projects related to software installation, media backup, and restoration.- Managed processes such as cron jobs and system maintenance.

New Delhi Area, India

- Troubleshot desktop and laptop issues, both in OS and applications.

Graduation

10+2, Science

10Th, Science