Iha Vani
Bangalore
Summary
Experienced Cloud Operations Consultant with 6.5 years of expertise in managing cloud infrastructure, optimizing system performance, and implementing scalable cloud solutions. Proven success in automating workflows, enhancing security, and driving operational efficiency.
Additionally, 2.5 years of experience as a Product Support Engineer, providing high-level technical support, resolving complex product issues, and improving customer satisfaction. Strong analytical, problem-solving, and communication skills with a commitment to delivering innovative solutions and business value.
Overview
10
10
years of professional experience
Work History
Product Support Engineer
RLabs Enterprise Services
08.2022 - Current
- Provided expert technical support for Cloud Integration, resolving complex issues and improving customer satisfaction.
- Collaborated with product development teams to identify and address product defects, contributing to product improvements.
- Developed and maintained technical documentation, FAQs, and troubleshooting guides to enhance support efficiency.
- Monitored system performance and escalated critical incidents to appropriate teams for timely resolution
- Analyzed customer feedback and support trends to recommend product enhancements and reduce recurring issues.
Cloud Operations Consultant
RLabs Enterprise Pvt. Ltd.
04.2018 - 06.2022
- Ensure seamless customer on-boarding and off-boarding from cloud integration product
- Managing the team with focal point being on customer on-boarding/off-boarding from cloud integration
- Enhance existing processes, introduce new process/ways to reduce manual work
- Collaborate with various team- development, CRM, CIS, Cloud reporting etc, for various improvements
- Handling customer escalation, customer cases via ServiceNow, emails
- Setting KPI for the team
- Identified issues, analyzed information and provided solutions to problems
- Thrived in fast-paced environment with energy and enthusiasm
- Engaged with customers to resolve their issues with the system provisioned
- Prepared range of written communications, documents and reports
- Enhancements and automation of different processes to eliminate manual intervention
- E2E setup and validation of features in new environment
- Conceptualized and worked with development team to bring out a new feature in CPI (cloud platform integration) and performed the E2E testing
- New data centre setup in NEO environment for customer on-boarding
- Handling customer escalations and troubleshooting issues
- Working on customer raised issues via ServiceNow
- Worked on customer's contract compliance: Identify the issue, analyze the data, find the error pattern, suggest solutions
- Created plans and communicated deadlines to complete projects on time
- New workspace setup for multiple stakeholders: Setting up the accounts in required Data Center to begin customer on-boarding
Consultant
Bristlecone India Pvt. Ltd.
09.2015 - 04.2018
Education
Bachelor of Engineering. -
M.S. Ramaiah Institute of Engineering
06-2015
Skills
- Cloud integration
- Technical support
- System performance monitoring
- Troubleshooting guides
- Data analysis
- Customer onboarding
- Process improvement
- KPI setting
- Effective communication
- Escalation management
- Customer engagement
- Customer communication
- Technical documents comprehension
Timeline
Product Support Engineer
RLabs Enterprise Services
08.2022 - Current
Cloud Operations Consultant
RLabs Enterprise Pvt. Ltd.
04.2018 - 06.2022
Consultant
Bristlecone India Pvt. Ltd.
09.2015 - 04.2018
Bachelor of Engineering. -
M.S. Ramaiah Institute of Engineering
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