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19+ years turning support chaos into measurable SLA discipline across cloud backup and SaaS support operations. PMP and Six Sigma Black Belt certified. Open to senior leadership roles and advisory engagements.
A few of the escalations closed over 19 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.
Designed a structured coaching and quality-calibration model with clear feedback loops for the support organization.
Led hands-on workshops to surface concerns directly and build ownership of the new process.
Rebuilt follow-up discipline and coordinated BPO and cross-functional partners to restructure escalation ownership.
Four areas where this experience translates directly into results, whether as a full-time hire or an advisory engagement.
Structured QA frameworks, RCA programs, and escalation governance that reduce recurring failures at the root.
Lean Six Sigma DMAIC applied to real ticket flow — turning multi-hour SLAs into sub-hour response times.
Coaching models and quality calibration that lift consistency, ownership, and engagement across support orgs.
Power BI dashboards and QA scorecards that give leadership real-time visibility into quality and SLA trends.
Progressive growth within one organization, plus early foundation in technical support.
Currently exploring senior quality and support-operations leadership roles, alongside short-term advisory work in SLA transformation and quality governance. Based in Bengaluru — open to relocation.