Mohit Kapoor
Technical Lead
Mohali
Summary
Meticulous Technical Lead strictly adheres to both client-provided technical requirements and internal business goals. Balances project prioritization. Provides foresight and management designed to grow satisfied customer bases and technical solutions
Strong history of managing highly effective Dev ops and support operations and teams to execute complex projects within stringent timeframes.
Overview
15
15
years of professional experience
2018
2018
years of post-secondary education
2
2
Certifications
Work History
Technical Lead
Yucca IT Solutions
Bengaluru
11.2023 - Current
- Leading Devops and PGA(Pilot global application) operations
- Orchestrated Go/NoGo decision-making calls prior to deployments, ensuring all fixes were validated and no issues could impact delivery
- Managing project defects, user stories via JIRA
- Led dry run exercises before deployments to ensure readiness and smooth execution
- Coordinated comprehensive deployment calls involving all stakeholders (Development, PGA, business) to ensure alignment and communication
- Validated and approved changes to ensure compliance and readiness for deployment.
- Ensured adherence to the cutover plan by the development team, maintaining project timelines and quality standards.
- Leading conduct of basic and non-regression tests during deployments to verify the overall functionality of the application
- Monitored server dashboards to ensure correct server configurations at each deployment step.
- Facilitated smooth task deployment and team coordination, managing interactions between development, quality and business teams
- Distributed detailed delivery sheets post-deployment, including Jira numbers, attendee lists, and delivery summaries
- Coordinated with cross-department teams like QA, DevOps, and Support to ensure seamless end-to-end software delivery process.
- Implemented continuous integration and deployment strategies for faster release cycles and improved application reliability.
- Maintained close communication with clients throughout project life cycles for accurate progress reporting and prompt issue resolution.
Assistant Manager-Global Support Team
Estel Technologies Pvt. Ltd.
01.2023 - 06.2023
- Handling global production support operations and implementation at L3 level for the given projects from onboarding to go live and during stability period (Managed services)
- Maintaining test, pre-prod, and production environment health and track transaction success/failure and act upon technical failure urgencies
- Help enabling L1 monitoring and L2 support operations with end-to-end flow and guidance
- Generating data for Prod MIS
- Raising RFC for test, pre-prod, and production based on business requirements
- Sharing adhoc transactional data report for client partners
- Ensuring synchronization across environments when there is change
- Automating log rotation/Archival, back up and product services actions using shell script
- Production release deployments via Jenkin
- Product and Splunk logs analysis followed by RCA for highly critical client issues on all tier environment
- Collaborate with Dev and QA team for highly critical issues and changes
- Maintain daily and monthly transaction record of production environment
- Preparing SOPs and driving SLA through JIRA tickets
- Maintaining hourly, daily, and monthly transactional report of the projects and maintain production health record and capacity
Technical Support Manager
Dataguise India Pvt. Ltd.
03.2019 - 12.2021
- Company Overview: PKWARE acquired Dataguise on 11/2020
- Head of technical support team in India reporting to the senior director of technical support engineering and country head in India
- Providing directions to support leads, project manager and tracking support team's day to day tasks to improve customer services
- Collaborates with key contact for project kick-off meetings with customers and plans for customer onboarding
- Addressing customer's highly critical and sensitive issues and help them meet their data detection and protection project deadlines
- Assessing client use cases and provide blueprints for deployment and operational guidance for Pk-Protect solution
- Managing the day-to-day operations of technical support team and work assignments to team members
- Developing and upgrading policies and procedures for technical support services
- Maintaining Support KPIs like average TAT (turnaround time), average time to close the tickets, SLA and CSAT etc
- Individual contributor in fixing customer's highly critical and blocker issues
- Ensuring every customer request goes through the support ticket lifecycle and gets resolved timely
- Analyzing efficiency and monitoring team's progress and figure out scope of improvements
- Responsible for technical support hiring and shortlisting
- Directing technical support services, client interactions and provide guidance to the entire team via daily and weekly stand-up meetings
- Developing and maintaining product and technology training plans for support team
- Point of contact in support engineering to address highly sensitive issues and process information on-demand to the customer and internal stack holders
- Preparing daily, weekly, monthly and annual technical support reports
- Represents technical support team during client's project review meetings and internal meetings with development, product management and testing teams
- Addressing team members queries and concerns via 1:1 meeting
- Takes care of team's appraisals and performance measurement and help improving skill set of the team
- Contributes in planning GA release JIRA stories to ensure customer issues are addressed and responsible for planning customer product upgrade
- Responsible for managing support knowledge base, SharePoint wikis, Intranet and support infrastructure
- Tracking and delivering yearly license to customers
- PKWARE acquired Dataguise on 11/2020
Technical Support Lead
Dataguise India Pvt. Ltd.
10.2017 - 03.2019
- Reporting to Technical Support Manager in USA
- Ensuring 24 X 7 support and handling support operations directly working as a bridge between support and customer
- Assessing and Prioritizing client issues and assign to the available support team member
- Maintaining Service level agreement and organization level agreement for support services
- Developing, implementing and maintaining customer service policy for the organization
- Representative of technical support team in India for addressing highly critical, blocker and customer escalation
- Participate in customer production deployment, migrations and upgrades
- Major Support contributor for cross functional teams including Sales, PS, QA, Dev and product management meetings and decision making
- Individual contributor for customer issues and act as single point of contact from support to track highly sensitive and critical customer issues and co-ordinate with various internal stakeholders
- Decision maker for customer migration and upgrade plans for their QA, UAT and prod environments
- Creating and sharing support engineering solutions within the team and assist clients implementing those solutions
- Preparing daily, weekly, monthly and annual technical support reports
- Represents technical support team during client's project review meetings
- Managing support knowledge base, SharePoint wikis, Intranet and support infrastructure
- Collaborates with key contact for project kick-off meetings with customers and involve team members in planning on boarding new customers
- Tracking and delivering yearly license to customers
- Maintaining support infrastructure and client's environment in house replica
- Ensuring fixes and solutions are timely delivered to the customer with end-to-end tracking of the solutions
- Training technical support team with various product modules, new features and technologies supported with product
- Certifying DgSecure product with Hadoop Partner Platforms like CDH, MapR and HDP for every major GA release by partner
- Helping prospects and clients during pilots/POCs on site and off site
Customer Support Engineer
Dataguise India Pvt. Ltd.
11.2013 - 10.2017
- Providing Application support for DgSecure project (Including various modules like controller, HDFSAgent, Hive Agent, RDBMS Agent, Files Agent etc.) on various platforms (windows, Linux, Hadoop and cloud)
- Assisting gold and platinum customers via Salesforce case/ticket, direct calls and web sessions
- Performing end to end root cause analysis for customer's issues with DgSecure application to provide solution to them and address product enhancement requests
- Direct involvement with various teams (QA, Dev, PM and PS) to discuss customer specific issues and feature requests
- Assisting customers with product Installation, configuration, upgrades and migrations and operational issues with data detection, masking, encryption and decryption using DgSecure Application on premises and cloud
- Performing final phase sanity tests to verify customer fixes and features before sending the patch/build or database scripts to clients
- Documenting customer environment's build and patch history
- Providing extensive technical support to sales and professional service teams internally during POCs and while on boarding new customers
- Maintaining Customer Pre-deployment questionnaires
- Administering and mimicking client's UAT, DEV and Production environments including Linux Servers, DB servers and Hadoop clusters (e.g., CDH, MAPR, HDP) for replicating issues in house
- Maintaining support infrastructure and Vms on VMware and Citrix Hyper-visors
- Maintaining Support repositories for builds and patches specific to customers
- Responsible for generating and issuing product licenses for POCs, new and existing customers
- Maintaining support FTP Servers links for customer deliverable
- Preparing and maintaining support knowledge base, customer specific release notes and support tools repositories
Sr. Technical Support Engineer
Wincere Solution Pvt. Ltd.
03.2013 - 07.2013
- Company Overview: Indegene Acquired Wincere on 12/2016
- Reporting Analytical Data
- Administrating Medidata Rave system (iMedidata) and reporting Analytical Data
- Communicating and working with Development team for Product issues
- Resolving day to day Clinical Studies requests via email/phone
- Creating accounts in Rave system and granting access to Clinical Research Coordinator/Investigator/Clinical Data Associate and other users for clinical studies at various sites authorized by Gilead Science and Onyx clients
- Providing training and mentoring new team members
- Maintaining internal data of requests processed in an issue tracking tool JIRA
- Preparing day start and day end client reports
- Interacting with Lead Clinical Data Associate (US Site: Foster City) to get information about new clinical studies and updating in Medidata Rave system
- Interacting with clinical programming team for reports issues and maintaining client's database as per therapeutic studies
- Creating Knowledge base articles for team
- Indegene Acquired Wincere on 12/2016
Sr. Technical Support Engineer
Adore Infotech Pvt. Ltd.
01.2010 - 02.2013
- Preparing and Administering UAT and DEV environments on Windows and Linux Machines
- Handling Issue Ticket queue
- Administering Linux and Oracle Servers and providing access to internal users
- Maintain all System tools in private repository
- Develop an infrastructure to perform regular troubleshoot on System to resolve user's issues
- Monitor Systems Resources and perform activities on daily basis to evaluate and maintain server resources
- Maintaining IPPBX System environments
- Maintaining Technical Documentation, SOPs, Business presentation and Run Books in repositories
- Handling Internal ticket queue, responding to proactive monitoring alerts, executing change controls, routine maintenance, performance monitoring, tuning, and system diagnostics
- Providing support for IPPBX System (on PBX framework) to internal and external customer
Education
MCA - Computer application
Guru Jambheshwar university of science and technology
Hisar, Haryana 01.2013 - 01.2015
BCA - Computer applications
IGNOU University
New Delhi, India 01.2009 - 01.2012
Effective Communication Course -
NIIT Uniqa
Noida, IndiaDiploma of Computer Hardware and Networking - undefined
DITE computers
Jind city, Haryana 01.2007 - 01.2008
Diploma of Computer Applications - undefined
O-Tec computers
Rohtak city, Haryana 01.2006 - 01.2007
12th Standard - undefined
S. D. Sr. Sec. School
Jind City, Haryana 01.2005 - 01.2006
10th Standard - undefined
S. D. Sr. Sec. School
Jind city, Haryana 01.2003 - 01.2004
Skills
Oracle, MYSQL, SQL Server, Postgres
Red Hat /Cent OS Linux, Windows Server
Core Java
OSI, TCP/IP, FTP, Sub-netting, DHCP, VPN, VPC peering, Nat Gateway, Internet gateway, routing tables, NACL
undefinedCertification
Simplilearn, Cloud Architect Master Program, 03/23, 70868853, Aws Solution Architect Associate, 12/22, 4054146, Microsoft Azure Fundamental, 01/23, 4123110, Microsoft Azure Architect Technologies: AZ:303, 03/23, 4252925, Designing Microsoft Azure Infrastructure Solutions AZ-305, 02/23, 4190765, Google Cloud Platform Architect, 05/22, 3438336, Cloud Architect: Capstone, 03/23, 4250609, AWS Database Migration, 03/23, 4220361, Aws Technical Essentials, 01/23, 4064199, Linux Training, 12/22, 4054070, CompTIA Linux +, 11/22, 3919707
Experience Overview
- Estel Technologies, Assistant Manager-Global Support, 01/23 to 06/23
- Dataguise India Pvt. Ltd., Technical Support Manager, 03/19 to 12/21
- Dataguise India Pvt. Ltd., Technical Support Lead, 10/17 to 03/19
- Dataguise India Pvt. Ltd., Customer Support Engineer, 11/13 to 10/17
- Wincere Inc., Sr. Technical Support Engineer, 03/13 to 07/13
- Adore Infotech, Sr. Technical Support Engineer, 01/10 to 02/13
Experience Summary
01/23 to present, Assistant Manager-Global Support Team, Atom, Globe, Vodafone New Zealand, Handling global production support operations and implementation at L3 level for the given projects from onboarding to go live and during stability period (Managed services), Maintaining test, pre-prod, and production environment health and track transaction success/failure and act upon technical failure urgencies, Help enabling L1 monitoring and L2 support operations with end-to-end flow and guidance, Generating data for Prod MIS, Raising RFC for test, pre-prod, and production based on business requirements, Sharing adhoc transactional data report for client partners, Ensuring synchronization across environments when there is change, Automating log rotation/Archival, back up and product services actions using shell script, Production release deployments via Jenkin, Product and Splunk logs analysis followed by RCA for highly critical client issues on all tier environment, Collaborate with Dev and QA team for highly critical issues and changes, Maintain daily and monthly transaction record of production environment, Preparing SOPs and driving SLA through JIRA tickets, Maintaining hourly, daily, and monthly transactional report of the projects and maintain production health record and capacity, 03/19 to 12/21, Technical Support Manager, DgSecure/PkProtect, Head of technical support team in India reporting to the senior director of technical support engineering and country head in India, Providing directions to support leads, project manager and tracking support team's day to day tasks to improve customer services, Collaborates with key contact for project kick-off meetings with customers and plans for customer onboarding, Addressing customer's highly critical and sensitive issues and help them meet their data detection and protection project deadlines, Assessing client use cases and provide blueprints for deployment and operational guidance for Pk-Protect solution, Managing the day-to-day operations of technical support team and work assignments to team members, Developing and upgrading policies and procedures for technical support services, Maintaining Support KPIs like average TAT (turnaround time), average time to close the tickets, SLA and CSAT etc., Individual contributor in fixing customer's highly critical and blocker issues, Ensuring every customer request goes through the support ticket lifecycle and gets resolved timely, Analyzing efficiency and monitoring team's progress and figure out scope of improvements, Responsible for technical support hiring and shortlisting, Directing technical support services, client interactions and provide guidance to the entire team via daily and weekly stand-up meetings, Developing and maintaining product and technology training plans for support team, Point of contact in support engineering to address highly sensitive issues and process information on-demand to the customer and internal stack holders, Preparing daily, weekly, monthly and annual technical support reports, Represents technical support team during client's project review meetings and internal meetings with development, product management and testing teams, Addressing team members queries and concerns via 1:1 meeting, Takes care of team's appraisals and performance measurement and help improving skill set of the team, Contributes in planning GA release JIRA stories to ensure customer issues are addressed and responsible for planning customer product upgrade, Responsible for managing support knowledge base, SharePoint wikis, Intranet and support infrastructure, Tracking and delivering yearly license to customers, 10/17 to 03/19, Technical Support Lead, Reporting to Technical Support Manager in USA, Ensuring 24 X 7 support and handling support operations directly working as a bridge between support and customer, Assessing and Prioritizing client issues and assign to the available support team member, Maintaining Service level agreement and organization level agreement for support services, Developing, implementing and maintaining customer service policy for the organization, Representative of technical support team in India for addressing highly critical, blocker and customer escalation, Participate in customer production deployment, migrations and upgrades, Major Support contributor for cross functional teams including Sales, PS, QA, Dev and product management meetings and decision making, Individual contributor for customer issues and act as single point of contact from support to track highly sensitive and critical customer issues and co-ordinate with various internal stakeholders, Decision maker for customer migration and upgrade plans for their QA, UAT and prod environments, Creating and sharing support engineering solutions within the team and assist clients implementing those solutions, Preparing daily, weekly, monthly and annual technical support reports, Represents technical support team during client's project review meetings, Managing support knowledge base, SharePoint wikis, Intranet and support infrastructure, Collaborates with key contact for project kick-off meetings with customers and involve team members in planning on boarding new customers, Tracking and delivering yearly license to customers, Maintaining support infrastructure and client's environment in house replica, Ensuring fixes and solutions are timely delivered to the customer with end-to-end tracking of the solutions, Training technical support team with various product modules, new features and technologies supported with product, Certifying DgSecure product with Hadoop Partner Platforms like CDH, MapR and HDP for every major GA release by partner, Helping prospects and clients during pilots/POCs on site and off site, 11/13 to 10/17, Customer Support Engineer, Providing Application support for DgSecure project (Including various modules like controller, HDFSAgent, Hive Agent, RDBMS Agent, Files Agent etc.) on various platforms (windows, Linux, Hadoop and cloud), Assisting gold and platinum customers via Salesforce case/ticket, direct calls and web sessions, Performing end to end root cause analysis for customer's issues with DgSecure application to provide solution to them and address product enhancement requests, Direct involvement with various teams (QA, Dev, PM and PS) to discuss customer specific issues and feature requests, Assisting customers with product Installation, configuration, upgrades and migrations and operational issues with data detection, masking, encryption and decryption using DgSecure Application on premises and cloud, Performing final phase sanity tests to verify customer fixes and features before sending the patch/build or database scripts to clients, Documenting customer environment's build and patch history, Providing extensive technical support to sales and professional service teams internally during POCs and while on boarding new customers, Maintaining Customer Pre-deployment questionnaires, Administering and mimicking client's UAT, DEV and Production environments including Linux Servers, DB servers and Hadoop clusters (e.g., CDH, MAPR, HDP) for replicating issues in house, Maintaining support infrastructure and Vms on VMware and Citrix Hyper-visors, Maintaining Support repositories for builds and patches specific to customers, Responsible for generating and issuing product licenses for POCs, new and existing customers, Maintaining support FTP Servers links for customer deliverable, Preparing and maintaining support knowledge base, customer specific release notes and support tools repositories, 03/13 to 07/13, Sr. Technical Support Engineer, Reporting Analytical Data, Administrating Medidata Rave system (iMedidata) and reporting Analytical Data, Communicating and working with Development team for Product issues, Resolving day to day Clinical Studies requests via email/phone, Creating accounts in Rave system and granting access to Clinical Research Coordinator/Investigator/Clinical Data Associate and other users for clinical studies at various sites authorized by Gilead Science and Onyx clients, Providing training and mentoring new team members, Maintaining internal data of requests processed in an issue tracking tool JIRA, Preparing day start and day end client reports, Interacting with Lead Clinical Data Associate (US Site: Foster City) to get information about new clinical studies and updating in Medidata Rave system, Interacting with clinical programming team for reports issues and maintaining client's database as per therapeutic studies, Creating Knowledge base articles for team, 01/10 to 02/13, Sr. Technical Support Engineer, Preparing and Administering UAT and DEV environments on Windows and Linux Machines, Handling Issue Ticket queue, Administering Linux and Oracle Servers and providing access to internal users, Maintain all System tools in private repository, Develop an infrastructure to perform regular troubleshoot on System to resolve user's issues, Monitor Systems Resources and perform activities on daily basis to evaluate and maintain server resources, Maintaining IPPBX System environments, Maintaining Technical Documentation, SOPs, Business presentation and Run Books in repositories, Handling Internal ticket queue, responding to proactive monitoring alerts, executing change controls, routine maintenance, performance monitoring, tuning, and system diagnostics, Providing support for IPPBX System (on PBX framework) to internal and external customer
Disclaimer
I hereby declare that all the information mentioned above are true and best of my knowledge and can be proved by documents, MM/DD/YY, Location, Signature
Profile Detail
Technical Support Professional with around 11.10 Years of experience providing support for enterprise application, 4.7 years of experience in leading/driving technical support teams of size 10-15, 8 years of experience in data governance, classification and security. Expertise supporting data security web applications that drives sensitive data detection, masking, encryption, privacy and data classification for various data repositories, file formats and platforms like RDBMS, Hadoop, Cloud, 5 years of experience support On-demand/SAAS product, Plans, develops, and oversees and/or prioritizes implementation of support services and execution of technical services, Specialized in java-based web applications, web server administration, Hadoop clusters Administration, developing software/application solutions and support processes, Experience in building technical support processes and strategies to meet business requirements and the customer's expectations, Expertise building and maintaining relationships with clients and key personnel. Conducting business reviews to ensure clients are satisfied with the products and services., Effectively handles day-to-day front-end operations of a sophisticated customer service department, Technology experience supporting web application on premises and cloud deployed on windows server, Linux servers, Experience with Installation, configurations, administering, implementing web applications on multi-tier environment, Expertise in administering big data supported enterprise applications like Dataguise's DgSecure (Application that Supports Data Detection, Masking, Encryption and Decryption) and automation using rest API, Sysadmin experience supporting test/dev environments, UNIX/Linux and windows Servers and cloud instances. Expertise in installing and maintaining support infrastructure on virtualization technology platforms, Experience working with CRM /ticketing tools like Salesforce.com, Oracle Right now and JIRA etc.
Timeline
Technical Lead
Yucca IT Solutions
11.2023 - Current
Assistant Manager-Global Support Team
Estel Technologies Pvt. Ltd.
01.2023 - 06.2023
Technical Support Manager
Dataguise India Pvt. Ltd.
03.2019 - 12.2021
Technical Support Lead
Dataguise India Pvt. Ltd.
10.2017 - 03.2019
Customer Support Engineer
Dataguise India Pvt. Ltd.
11.2013 - 10.2017
Sr. Technical Support Engineer
Wincere Solution Pvt. Ltd.
03.2013 - 07.2013
MCA - Computer application
Guru Jambheshwar university of science and technology
01.2013 - 01.2015
Sr. Technical Support Engineer
Adore Infotech Pvt. Ltd.
01.2010 - 02.2013
BCA - Computer applications
IGNOU University
01.2009 - 01.2012
Diploma of Computer Hardware and Networking - undefined
DITE computers
01.2007 - 01.2008
Diploma of Computer Applications - undefined
O-Tec computers
01.2006 - 01.2007
12th Standard - undefined
S. D. Sr. Sec. School
01.2005 - 01.2006
10th Standard - undefined
S. D. Sr. Sec. School
01.2003 - 01.2004
Effective Communication Course -
NIIT Uniqa
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