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Turning 24-hour SLA backlogs into sub-1-hour response teams. 16+ years in SaaS & cloud support operations — PMP, Six Sigma Black Belt, and ISO 9001 Lead Auditor trained. Open to senior leadership roles and advisory engagements.
A few of the escalations closed over 16+ years — logged the way a support organization would log them.
Applied Lean Six Sigma DMAIC to map delays, rebuild ownership, and increase ticket visibility across the support organization.
Independently led a root-cause investigation, recovered the customer's data, and delivered findings that shifted the outcome to a corrective warning.
Guided the customer through a technology migration decision, protecting recurring revenue without executive intervention.
Governs technical accuracy, compliance, and brand-consistent language across three product lines before release.
Four areas where this experience translates directly into results, whether as a full-time hire or an advisory engagement.
End-to-end SLA, escalation, and incident-management frameworks — policy, reporting cadence, and cross-functional sign-off.
Reviews AI-generated support responses at scale for accuracy, compliance, and brand consistency before release.
Customer health monitoring, retention strategy, and voice-of-customer programs that protect revenue at risk.
Structured coaching and training design — certified 50–70 engineers and conducted second-round hiring interviews.
A 13-year progressive career at IDrive, preceded by team leadership and technical-support foundations.
Currently exploring senior support operations and customer experience leadership roles, alongside short-term advisory work in SLA transformation, service governance, and AI-enabled support quality. Based in Bengaluru — open to relocation.