Jagriti Thakur
Bengaluru
Summary
Technical Support Lead with 8 years of experience in enterprise technology, technical support, customer escalation management, and cross-functional leadership. Currently serving as a Swarm Lead within MuleSoft Technical Support, providing technical leadership and mentoring to 16+ engineers while driving complex customer escalations, operational improvements, knowledge programs, and cross-functional initiatives. Experienced in leading high-impact technical investigations, coordinating Engineering, Product, Support, Account, and customer stakeholders, and driving issues through resolution in high-pressure environments. Proven ability to lead without direct authority, coach technical talent, improve operational processes, and manage competing priorities across geographically distributed teams. Strong background in enterprise integration, cloud platforms, application performance, APIs, monitoring, incident management, and technical troubleshooting. Seeking to transition into a Technical Support Manager role combining technical leadership, people development, customer advocacy, and operational excellence.
Overview
1
1
Certification
8
8
years of professional experience
Work History
Team Lead
Salesforce - MuleSoft
Bengaluru
04.2024 - Current
- Provide technical leadership and mentoring to a community of 16+ support engineers, helping engineers navigate complex technical issues, escalations, troubleshooting strategies, and customer communications.
- Serve as a technical escalation leader for high-priority and strategic customer issues, coordinating Support, Engineering, Product, Account, and other cross-functional stakeholders through investigation and resolution.
- Drive complex customer escalations from initial problem definition through technical investigation, root-cause analysis, mitigation, and customer communication.
- Manage multiple concurrent high-impact issues while balancing customer urgency, technical complexity, engineering dependencies, and organizational priorities.
- Coach engineers on technical troubleshooting, case ownership, escalation strategy, customer communication, and knowledge development, strengthening team capability and technical readiness.
- Established and drove a Priority Swarm workflow to improve ownership, collaboration, visibility, and coordination for high-priority customer issues.
- Developed Deputy Leadership Structure, enhancing delegation, leadership coverage, and operational effectiveness within support organisation.
- Partner with Engineering and Product teams to investigate recurring product issues, identify technical gaps, and drive preventative actions and improvements.
- Led knowledge-development initiatives, created Knowledge Base, and established review workflows, strengthening knowledge sharing and minimising repeated technical investigation.
- Support and develop technical SMEs through structured enablement initiatives, readiness programs, and technical skill development.
- Identified operational gaps, introduced process improvements, and enhanced support efficiency, team collaboration, and visibility into support activities.
- Developed an interim productivity tracking workflow during a tooling/process gap, maintaining visibility into swarm contributions and engineer participation.
- Provide technical guidance during critical customer incidents involving CloudHub, Mule Runtime, APIs, API Manager, Anypoint Monitoring, Anypoint MQ, Java/JVM performance, memory, threading, and integration architectures.
- Collaborate with geographically distributed teams and stakeholders to ensure effective communication, ownership, and timely resolution of customer-impacting issues.
- Represent Support in cross-functional discussions, providing technical context, risk assessment, recommended actions, and customer-impact analysis.
- Contribute to organizational readiness through SME programs, technical assessments, knowledge initiatives, and enablement activities.
MuleSoft Developer / Integration Engineer
Infosys
07.2018 - 04.2021
- Designed, developed, and supported enterprise integration solutions using MuleSoft Anypoint Platform.
- Developed APIs and integration flows connecting enterprise applications and systems.
- Collaborated with customers, development teams, and technical stakeholders to gather requirements and deliver effective integration solutions.
- Troubleshot production issues, performance problems, integration failures, and application defects.
- Participated in production support, incident resolution, deployment activities, and technical troubleshooting.
- Developed expertise in enterprise integration and API-led architecture, improving application troubleshooting and support in production environments.
- Contributed to technical documentation and facilitated knowledge sharing to enhance support and development practices.
Education
[Degree / University] - Btech (IT)
Guru Govind Singh Indraprastha Univerity
01-2018
Skills
- Technical Team Leadership & Mentoring
- Coaching & Talent Development
- Customer Escalation Management
- Strategic and Critical Incident Management
- Cross-functional Stakeholder Management
- Executive Communication & Escalation
- Performance & Operational Management
- Process Improvement & Operational Excellence
- Resource Prioritization
- Change Management
- Knowledge Management
- SME Development & Enablement
- Risk Identification & Mitigation
- Customer Advocacy
- Root Cause Analysis
- Project & Program Coordination
- MuleSoft Anypoint Platform
- Mule Runtime
- CloudHub 10 & CloudHub 20
- Anypoint Studio
- API-led Connectivity
- API Manager
- Anypoint Exchange
- Anypoint Monitoring
- Anypoint MQ
- Mule Maven Plugin
- Anypoint CLI
- Runtime Fabric fundamentals
- Application Performance Analysis
- JVM & Heap Analysis
- Thread Analysis
- Garbage Collection
- Memory & CPU Troubleshooting
- Latency Investigation
- Incident Management
- Distributed Application Troubleshooting
- API & Integration Troubleshooting
- Production Issue Management
- Team mentoring
- Cross-functional collaboration
- Escalation management
- REST APIs
- HTTP/HTTPS
- Enterprise Integration
- Application Monitoring
- SaaS / PaaS Environments
Certification
- MuleSoft Certified Integration Architect (MCIA)
- MuleSoft Certified Developer - Level 1
- MuleSoft Certified Developer - Level 2
- Production Ready Integration
- CR SME Program
- SDS SME Enablement
- Agentforce Champion
- Agentforce Innovator
- Operational Excellence Certification
- Aspire Program - Participant
Current Role achievements
- Priority Swarm & Escalation Management, Designed and implemented a structured Priority Swarm workflow to improve ownership, coordination, and visibility for high-priority customer escalations. Established clearer engagement mechanisms between engineers and technical leaders to accelerate collaboration on complex issues.
- Deputy Leadership Structure, Created a distributed leadership model to improve delegation, leadership coverage, and operational continuity within the support organization. Enabled broader participation from senior engineers in team leadership activities.
- Knowledge Creation & Enablement, Drove structured knowledge creation and review practices to improve technical knowledge sharing. Supported SME development and readiness programs across key MuleSoft product areas.
- Productivity & Operational Tracking, Developed an interim productivity tracking mechanism during an organizational tooling gap, enabling continued visibility into engineer contributions and swarm support activities.
- Cross-functional Customer Escalation Leadership, Coordinate complex customer issues across Support, Engineering, Product, Account Teams, and customers. Drive alignment on technical findings, risks, next steps, and customer communication.
Timeline
Team Lead
Salesforce - MuleSoft
04.2024 - Current
MuleSoft Developer / Integration Engineer
Infosys
07.2018 - 04.2021
[Degree / University] - Btech (IT)
Guru Govind Singh Indraprastha Univerity