Laxmi Priyam Tripathi

• Lead a high-performing technical support team managing SAP Customer Data Cloud (Gigya) solutions for enterprise customers across the APJ region, ensuring seamless implementation and post-deployment success.
• Provide strategic technical leadership for multiple customers concurrently, guiding them through solution architecture, integration design, and troubleshooting across web and mobile environments.
• Act as the primary escalation point for critical issues, driving root cause analysis, stakeholder communication, and expedited resolution.
• Facilitate technical workshops (remote/on-site) with customers and internal teams to improve triaging efficiency and accelerate issue resolution.
• Define and implement best practices for incident management, performance tracking, and service delivery standards, aligning with global support KPIs.
• Oversee daily operations of the support team, including ticket prioritization, SLA monitoring, workload distribution, and resolution quality.
• Mentor and coach support engineers through skill-building programs, knowledge-sharing sessions, and individual performance reviews.
• Lead hiring, interviewing, and onboarding processes to scale the support team with the right talent and cultural fit.
• Own and evolve the team’s internal documentation, SOPs, and technical support workflows, ensuring process standardization and scalability.
• Analyze and present performance dashboards, using data to identify gaps, optimize resource allocation, and drive continuous improvement.
• Collaborate cross-functionally with engineering, product, QA, and customer success teams to close feedback loops and deliver long-term customer value.

• Served as the Subject Matter Expert for SAP Customer Data Cloud (Gigya), driving end-to-end implementation of Customer Identity and Access Management (CIAM) solutions tailored to business requirements.
• Led the design, configuration, and development of applications utilizing SAP Gigya to streamline customer data integration and secure identity management.
• Collaborated with cross-functional teams and downstream systems to gather and validate technical requirements, ensuring robust and scalable solution architecture.
• Ensured on-time project delivery while maintaining high standards of quality and client satisfaction through proactive communication and stakeholder alignment.
• Managed and mentored a support team, providing continuous production support, issue resolution, and post-deployment enhancements for Gigya implementations.
• Took on a hybrid role as a DevOps Engineer, developing and maintaining CI/CD pipelines using GitHub Actions, automating deployments and triggering performance testing workflows during rollout.
• Integrated API-level automation with performance testing tools such as JMeter, K6, and LoadRunner, enabling real-time load testing and improving deployment reliability.
• Hands-on experience in cloud platforms including Amazon Web Services (AWS) and Google Cloud Platform (GCP) for deploying, monitoring, and scaling applications in production environments.

• Developed dynamic web applications using PHP CodeIgniter framework with clean, modular code.
• Built responsive UIs using HTML, JavaScript, jQuery, and AJAX to enhance user interaction.
• Performed web scraping with Python to extract and process business-critical data.
• Collaborated on feature development, bug fixing, and API integrations in a version-controlled environment.

• Developed scalable web applications using PHP CodeIgniter framework, focusing on performance and modularity.
• Integrated social APIs and payment gateways like PayPal, Stripe, and Stripe Connect for seamless transaction workflows.
• Designed and optimized complex SQL queries for efficient data retrieval and backend operations.
• Built and supported mobile-responsive web applications, delivering full-time API support for Android and iOS platforms.

Trained and gained hands-on experience in developing UI applications using HTML, JavaScript, jQuery, and AJAX for interactive and responsive web interfaces.