Director at Loanpal | Influencer | Outsourcing
While working at PubNub, he grew support plan sales by 30%, directly increasing the revenue. He held 1st/2nd line leadership positions and lead large globally scaled teams across multiple locations. Elite experience in managing all aspects of Global technical Support/professional services/ Network operations control/incident management/ Software Engineering teams strengthened 30-90+ person organisations in a high growth Cloud environment. 10+ years experience translating takeaways from the Support/engineering function into tangible actions that help improve product functionality, positively impacting revenue, contract renewals, customer experience, and sales. Built cross-functional teams across departments including Technical support, Software Development, Product/Program Management, etc. He is a highly motivated team player as well as comfortable working independently. "Can do” attitude is his key strength (Unless, its rocket science ). Can tackle any situation without being hyper or feeling pressurised.
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Jun 2020 - Present
Director Of Information Technology
Aug 2018 - Jul 2020
Director, Global Technical Support
• Built global product Support and Network Escalation Engineering team from scratch. • Established 24*7 escalation model with a variety of support packages including features like phone line support, live chat support, email support, personalized enterprise support package, etc. • Controlled annual operating budget for Global Support and incident management teams. • Work with product and engineering to prioritize issues given its impact. • Scaled the team globally across US, India, London, Poland. • Own the yearly Department budget planning, headcount planning, quarterly OKR/ goal planning. • Define support paid plans. Implemented tools like OpsGenie, Intercom, Drift, etc and built processes around it to yield maximum results.
Mar 2015 - Jun 2018
Manager, NOC Engineering & Global Support
Network Operations Center (NOC) •Scaled the team globally across Malaysia, Amsterdam, Fremont, Vegas to cover 24*7 team operations across continents. •Managed APIs to distribute alerts from monitoring tools like Grafana, Zabbix for other teams to consume the outage alerts and act upon as needed to reach solution. •Streamlined the process to monitor inventory consisting approx 18K servers, few hundred thousand services, ~150 URLs, and 50+ global physical Tesla sites across Globe. •Ensure Car manufacturing, Gigafactory battery production lines are operational 24*7*365 with minimal to no downtime. •Built the RCA tracking protocol across all the teams. Support Responsibilities: •Managed / Lead a team of 21 highly motivated engineers while scaling the from 4 members to 21. •Controlled team budgeting, headcounts, overall expense reports to deliver best quality products aligning with company's best interest. •Defined various support layers with levels of responsibilities and assigned players from the team in appropriate tiers as per their skill set. •Define Support according to customers subscribed Support plan. The support plans include Business support, developer support, technical support, Customised enterprise support plan, etc. •Built a team to Support the organization's technical needs involved in complexly integrated sales, operations, HR, scheduling, purchasing, customer account, billing, etc. applications; refraining software bugs from being the reason behind losing a customer. •Coordinate 24x7 schedule comprised of members from different parts of the world/time zones. Took budget, and contract negotiation responsibilities of all the third party tools companywide including ticketing systems like Intercom, FreshService, Zendesk, Kayako, FreshDesk, Salesforce, Atlassian, JIRA, and Service-Now.
Aug 2014 - Aug 2016
Manager, Software Support
Scaled product support team to support the Solar Business.
Sep 2013 - Jul 2014
MSBC Solutions (UK) Ltd.
Software Support Engineer
Support realtime financial applications dealing with stock exchange.
Apr 2010 - 2012