SUMMARY:

• 8+ years of professional experience managing people belonging to various Software engineering departments including, but not limited to, Technical support, Software Development, Product/ Program Management, etc comprising of 35+ individuals.
• Highly motivated team player as well as comfortable working independently.
• Can tackle any situation without being hyper or feeling pressurized.

MANAGEMENT SKILLS:

People Management, Engineering Leadership, Project Execution, Digital transformation leader.

PROFESSIONAL EXPERIENCE:

Manager, Global Applications Support & NOC Engineering

Confidential

Responsibilities:

• Designed crack proof escalation path using PagerDuty, or OpsGenie to handle outages at any point of the day throughout year across teams.
• Mentored the team to build database, servers, synthetic, switches, routers, sites, offices, network, API, data center, and factory level monitoring to bring visibility into customers IT and business environments.
• Lead the movement to enable monitoring using tools like OpMon API, Grafana, Zabbix for other teams to consume the outage alerts, and other usefull data for proactive resolutions.
• Streamilned the process to avoid missing any alerts from total inventory of 18K servers, few hundred thousand services, ~150 URLs content checks, and 50 global physical sites across Confidential .
• Ensure the Confidential Car factory, Gigafactory, and model production lines are operational 24*7*365.
• NOC team ensures the operational uptime of battery manufacturing lines at GigaFactory, Reno.
• Built the RCA tracking protocol across all the teams.
• Lead a team of 14 highly motivated Application Support Engineers, 2 Supervisors, and 1 associate manager.
• Support Front office and back office applications from end to end points.
• Analyze data and surface insights from escalations to advocate on behalf of customers, drive decision making to improve products and processes, and drive long term customer and partner loyalty.
• Create a customer survey protocol to hear what customers have to say or gauge the support provided by the team.
• Coach and mentor Tier 2 Support Engineers via case reviews, leading daily technical advisory meetings and in 1:1 sessions.
• Owned team budgeting, headcounts, overall expense reports to deliver best quality products within organizations best interest.
• Defined different tiers of support from TIER - 1 through development levels of support responsibilities, and assign players from team in appropriate tiers as per their skill set /experience.
• Defined a model to categorize application issues into different levels of priorities, and work according to its impact.
• Deliver excellent partner and customer satisfaction and meet/exceed all operational and satisfaction targets.
• Provide multi-language support to customers from different regions of the world.
• Provide support according to the customers subscribed support plan. Various support plans include Business support, developer support, technical support, architecture support, etc.
• Mentored the team to Support the organizations technical business needs by supporting complexly integrated sales, operations, HR, scheduling, purchasing, customer account, billing, etc. applications - refraining software bugs from being reason behind losing a customer or even generating poor customer experience.
• Coordinated a 24x7 support schedule for the team comprised of members from different parts of the world in different timezones.
• Take budget, Admin, and contract negotiation responsibilities of all the third party tools companywide which includes ticketing systems
• Coordinate with product managers to sprint plan software issues reported via support channel, and prioritize issues based on its impact on business.
• Define crack proof support structure for the team to handle cases, tickets, calls, etc means of communication in order to give out best customer satisfaction, and experience in minimal amount of time possible.
• Continuously drive process towards betterment of both -- direct reports and higher expectation management.
• Train new hires, mentor their technology skills, keep them motivated and help achieving the goal of fixing the issues live when sales person is with the customer.
• Continuously deal with adversity and rapidly changing operating conditions, while still delivering results up to expectations.
• Innovative thinker while also keeping customer satisfaction, business, and quality in focus.
• Generate reports and dashboards to track daily calls, cases, first contact resolution rate, average resolution rate, etc.
• Planning and ownership of development support release cycles, aligning it to go hand in hand with Software Engineering release sprints.
• Hire great candidates and train them to achieve subject matter expertise.
• Generate weekly Application Support Summary for executives to see improvement, achievements, notable issues, outages across company and sales blockers faced over the week.
• Constantly monitor all application health, immediately postmortem the root cause of call volume, if noticed spike.
• Lead engagement with the Development Engineering team, including bug reporting/resolution processes.
• A strategic thinker, able to come up with out of the box solutions, while also having strong operational excellence skills to be able to drive strong execution of the team’s vision and operational metrics.

Founder & CEO

Confidential

Responsibilities:

• Established the face, and exsistence of the company from scratch into the market.
• Built the client base to acquire new projects and maintain revenue.

Manager, Software Support

Confidential

Responsibilities:

• Creating complex scripts which handles, creates, passes data set nearly as huge has 1 million records. Mainly using MS SQL database keeping PYTHON as behind the code language.
• Write complex queries in SQL to extract desired set of data to display in reports.
• Add Web pages, API’s, etc. to provide more automated ways of handling repetitive tasks received by support on daily basis.
• Fix reported bugs residing in existing code-base, webpages, class structures in MVC using C# language.
• Leading a team of 6 highly talented engineers to follow standards of coding, help them in dealing with technical challenges.
• Data mining, data manipulation, smooth data flow creation, handling huge data sets.
• Working with DBA team to execute scripts on staging environment in order to be extra safe and then update the scripts to run on production.

Lead Software Support Engineer

Confidential

Responsibilities:

• Giving support to end users via call, email and in person assistance if needed
• Handling sales software bugs, give them workaround to proceed with sales or fix it in timely manner.
• Use C# debugging, .NET debugging of software to detect technical errors and solve them to make easy path for users to use Confidential Internal Software’s using Visual Studio 2015 professional.
• Escalate tickets to appropriate team leaders while also educating them of its impact on end users.

Senior Software Support Engineer

Confidential

Responsibilities:

• Handling sales requests via phone, email and tickets.
• Debugg initial steps to indentify the root cause.
• Work with developers to help them understand the business requirements.

Development Support Engineer

Confidential

Responsibilities:

• Resolve issues reported on production in timely manner.
• Respond to customers, acknowledge known issues and outages.
• Help development team identify the root cause and expected behaviour of the application.

Operations Manager

Confidential

Responsibilities:

• Manage the call center schedules, and team operation.
• Handle escalated calls & Customers.