Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Iha Vani

Bangalore

Summary

Results-driven Product Support Engineer with 2.5 years of experience delivering high-level technical support for enterprise and cloud-based solutions. Skilled in incident resolution, root cause analysis, and customer satisfaction management using platforms like ServiceNow and Jira. Proven ability to handle escalations, meet SLAs, and improve support workflows through documentation, and cross-functional collaboration.

Backed by 6.5 years of cloud operations experience, with expertise in managing infrastructure across AWS and Azure, automating deployments, and enhancing system performance and security. Currently preparing for the PMP (Project Management Professional) certification, with a focus on project planning, stakeholder communication, and cross-functional team leadership, to complement technical strengths with formal project management capabilities.

Strong analytical thinker and communicator with a passion for delivering scalable, customer-centric solutions and driving continuous improvement.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Product Support Engineer

RLabs Enterprise Pvt. Ltd.
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.
  • Handled customer escalations through ServiceNow and email, maintaining high satisfaction scores, and resolving time-sensitive incidents efficiently.
  • Created and maintained a centralized knowledge base, including FAQs, troubleshooting guides, and technical documentation, improving first-call resolution rates.
  • Supervised and guided junior support staff during case handling, contributing to skill development and team alignment.
  • Monitored and analyzed case patterns in ServiceNow to proactively detect emerging P1 issues, enabling faster resolution through early escalation to development.
  • Analyzed customer feedback and support trends to recommend product enhancements, and reduce recurring issues.
  • Assisted customers with troubleshooting issues and optimizing product usage.

Cloud Operations Consultant

RLabs Enterprise Pvt. Ltd.
04.2018 - 06.2022
  • Ensure seamless customer on-boarding and off-boarding from cloud integration product
  • Managed a team handling escalations and support cases via ServiceNow, ensuring SLA compliance and timely resolutions
  • 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

  • Technical Support & Operations: Incident management, SLA compliance, root cause analysis, knowledge base documentation, customer success
  • Tools: ServiceNow, Jira
  • Project Management: Agile methodologies, project planning, stakeholder communication, Jira project tracking, PMP exam in progress
  • 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 document comprehension

Certification

  • Preparing for PMP® (Project Management Professional) – Targeting certification in June, 2025

Timeline

Product Support Engineer

RLabs Enterprise Pvt. Ltd.
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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Iha Vani