NITHYA T
Technical Support Manager
Bengaluru,KA
Summary
Results-driven Technical Support Manager with 15 years of experience in enterprise technical support and over 4 years in leadership roles. Proven expertise in managing global support teams, incident management, customer success, and service delivery optimization. Skilled in handling critical escalations, improving KPIs, and leading process automation initiatives. Strong domain knowledge in Enterprise Storage (DDN, NetApp) and a passion for driving operational excellence and team development.
Overview
15
15
years of professional experience
8
8
Certifications
Work History
Technical Support Manager
DDN Storage
04.2022 - Current
- Lead and manage a global team of 8 technical support specialists across US and India, aligning tasks based on skill sets and workload balancing.
- Handle and resolve critical escalations from enterprise customers, partners, and internal teams, ensuring timely and high-quality resolution.
- Act as Incident Manager and Severity-1 Duty Manager; coordinate real-time incident response and ensure 24/7 PagerDuty readiness.
- Drive quarterly business reviews (QBRs) for high-value/sensitive customer accounts, focusing on performance, issues, and improvement plans.
- Monitor and analyze support metrics and KPIs; identify trends and drive continuous service improvement initiatives.
- Design and implement structured performance reviews, provide coaching, and create Individual Development Plans (IDPs) for team growth.
- Organize and deliver onboarding and technical training for new hires, ensuring smooth integration and quick ramp-up.
- Spearheaded the development and rollout of process improvements and operational policies across support operations.
- Introduced new tools, documentation standards, and best practices to enhance team efficiency and customer satisfaction.
- Ensure effective inventory management and support logistics for physical storage components when necessary.
- Support 1500+ enterprise customers, ensuring a high standard of service delivery and satisfaction.
- Team Size: 8 (US & India) | Leadership: 3.5+ Years
- Key Achievements
- Successfully reduced average ticket resolution time by 25% by introducing new triaging tools and automation.
- Improved team CSAT scores by 20% over 12 months through coaching and enhanced response templates.
- Played a key role in re-designing escalation flow and severity handling policies, reducing Sev-1 incident response times by 30%.
Professional Support Engineer – Level 3
DDN Storage
01.2018 - 01.2022
- Troubleshoot NAS (CIFS/SMB, NFS) and SAN (iSCSI, FC) environments, minimizing downtime and ensuring high system availability for enterprise clients.
- Resolved replication and synchronization issues across multi-site deployments, maintaining seamless data integrity.
- Performed patching, OS upgrades, and firmware updates, improving system stability and reducing customer-reported incidents.
- Executed hardware replacements (drives, controllers, power supplies, SATADOM, SAS cables) with zero data loss and minimal disruption.
- Reconfigured networks and storage arrays to enhance performance and extend system lifecycle.
- Optimized system performance and availability, eliminating single points of failure through proactive tuning.
- Analyzed system crash dumps to identify root causes of panics and collaborated with Sustaining teams for permanent fixes.
- Developed and tested new product features and serviceability tools to enhance scalability and improve field support infrastructure.
- Provided product feedback and change recommendations to Engineering teams based on customer implementations and pain points.
- Created and maintained internal and external knowledge base (KB) articles, accelerating troubleshooting efficiency.
- Conducted array upgrades and troubleshooting during version transitions to ensure smooth deployments.
- Demonstrated strong expertise in Snapshots, Replication, RAID, and Hybrid Pool configurations for data protection and performance optimization.
- Troubleshot hardware-level failures including NVRAM, DIMM, IOM modules, motherboards, shelf chassis, PSUs, and port failures in enterprise storage systems.
- Technical Expertise
- Day-to-Day Responsibilities
- Managed and resolved high-priority support tickets (Severity 1 & 2), improving response time and customer satisfaction.
- Delivered real-time technical support via calls and WebEx sessions for critical production-impacting issues.
- Collaborated with Engineering and QA teams to analyze recurring issues and drive long-term product stability improvements.
- Conducted proactive system health checks, identifying risks and preventing potential outages.
- Provided 24x7 on-call support on a rotational basis for mission-critical customer environments.
- Reported and tracked product defects and escalations, ensuring prompt fixes and transparent communication.
- Analyzed customer environments to identify patterns, reduce repeat incidents, and minimize operational risks.
- Supported weekend and off-hour operations, maintaining consistent uptime for enterprise storage environments.
Technical Support Engineer
NetApp ATS / Convergys
01.2015 - 01.2018
- Managed NetApp FAS storage systems (FAS20X0, FAS2200, FAS3120, FAS3160, FAS6080, FAS/V6240, FAS80X0) with 3+ years of hands-on expertise.
- Administered Data ONTAP 7/8 and Windows Server 2003/2008, and leveraged monitoring tools such as DFM, OnCommand System Manager, My AutoSupport, and SmartSolve for efficient operations.
- Designed and optimized storage architecture, including RAID 0–6, SAS cabling, multipath HA, Snapshots, SnapMirror (Sync/Semi-Sync/Async), and clustered Data ONTAP.
- Troubleshot and resolved hardware issues (NVRAM, PSU, DIMM, controllers) and executed LIF migrations, firmware upgrades, and proactive health checks.
- Provisioned and configured LUNs, thin provisioning, and protocols (iSCSI, FC, FCoE) while supporting CIFS, NFS, and SnapVault environments.
- Performed non-disruptive ONTAP upgrades, hardware maintenance, and resolved P1/P2 critical cases by conducting detailed root cause analysis.
- Collaborated with escalation and account teams to analyze and resolve complex SAN/NAS storage issues.
- Delivered 24x7 technical support for APAC customers, led regional support transitions, and ensured high-quality, customer-focused service delivery.
- Professional Experience & Skills
Specialist
HCL Comnet
01.2011 - 01.2015
- Key Responsibilities & Achievements
- Led a 10-member team in managing access governance and system administration.
- Implemented process improvements with client approval and maintained audit-ready documentation.
- PowerBroker Administration: Managed UNIX access, user/profile management, and participated in global disaster recovery tests (UK, US, SG, AU, JP).
- Governance & Recertification: Conducted biannual access recertification, coordinated log reviews, and delivered governance reports to Global IT Security.
- Wintel Administration: Provided 24/7 emergency access to Windows servers.
- General Support: Performed SLA analysis, UAT testing, mailbox/query management, status reporting, and hotline support.
Education
B. Tech - Electronics and Instrumentation
Sree Vidyanikethan college of Engineering
Tirupati01-2008
Intermediate - undefined
Krishna Teja Jr. College
Tirupati01-2004
SSC - undefined
Silver Bells Central School (CBSC)
Tirupati01-2002
Skills
Technical Support & Escalation Management
Global Team Leadership (US & India)
Incident & Severity-1 Management
Process Improvement & Optimization
KPI Design & Performance Analytics
Certification
Tintri IntelliFlash Accredited Systems Engineer (SE)
Timeline
Technical Support Manager
DDN Storage
04.2022 - Current
Professional Support Engineer – Level 3
DDN Storage
01.2018 - 01.2022
Technical Support Engineer
NetApp ATS / Convergys
01.2015 - 01.2018
Specialist
HCL Comnet
01.2011 - 01.2015
Intermediate - undefined
Krishna Teja Jr. College
SSC - undefined
Silver Bells Central School (CBSC)
B. Tech - Electronics and Instrumentation
Sree Vidyanikethan college of Engineering