Manage the day-to-day operations of the shift, ensuring the team in India is staffed and SLA commitments are met. Drive personnel management ensuring the engineers have what they need to provide best-in-class support. Participate in Hiring Process to hire and build/grow team of Support Engineers in India. Influence Sr. Support Engineers and development teams to improve the customer support experience. Propose, drive, and implement initiatives within the support… Show more Manage the day-to-day operations of the shift, ensuring the team in India is staffed and SLA commitments are met. Drive personnel management ensuring the engineers have what they need to provide best-in-class support. Participate in Hiring Process to hire and build/grow team of Support Engineers in India. Influence Sr. Support Engineers and development teams to improve the customer support experience. Propose, drive, and implement initiatives within the support organization to maximize the customer support experience. Managing the engineers in the team effectively to keep their focus on the customers as well as develop their own career. Handle escalations and guide engineers to the proper teams by diving deep into the problem. Drives effective business and technical discussions Developed and delivered customer service and product troubleshooting training sessions with support staff. Established IT service department policies and procedures, aligning staff efforts and improving quality output. Established individual performance tracking system using , set KPIs and conducted performance appraisals. Coordinated process improvement meetings to enhance service delivery of technicians. Managed compliance with agreed client SLAs, delivering consistently across departments. Led daily operations to achieve key business objectives. Liaised with external providers to enhance service provisions. Show less

Systems Engineer Managing and configuring backup tools like idera/nfs.Manage DDOS prevention and detection.Familiar with monitoring tools like nagios.Responsible to Secure High Availability Servers.Custom installation package/projects.MySQL and Apache Optimization.Resolving escalated ticket from L3 queue and manage the shift mates

Provided accurate and detailed diagnostic and troubleshooting information over the phone and via webchat. Converted technical computer, software, hardware and system information to non-technical audiences with ease. Used remote desktop software, such as TeamViewer and AnyDesk to remotely access customers computers without difficulty. Followed up customers with surveys to determine areas requiring improvement and determine service desk inefficiencies.