Sreejeesh Ka
Bangalore
Summary
Dynamic and data-driven Production Support Manager with 15+ years of experience in IT service management, enterprise application support, and cloud solutions. Proven expertise in optimizing IT operations, driving automation, and ensuring 99.9% system uptime through proactive problem-solving and process improvements. Adept at leading high-performing teams, aligning IT support with business goals, and implementing strategies that enhance efficiency, scalability, and service excellence. Passionate about minimizing downtime, accelerating incident resolution, and delivering measurable business impact.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Team Lead - Product Support Data and Analytics
MoEngage India Pvt. Ltd.
11.2021 - Current
- Leading a high-performing product support team at MoEngage, delivering exceptional product support for 50+ Lighthouse and Enterprise clients
- Spearheaded initiatives that improved response time by 30%, ensuring the team resolves 98% of product support issues, boosting client satisfaction by 20%
- Directed a solution engineering team that enhanced product support for Lighthouse enterprise clients, and increased CSAT scores from 85% to 98%, improving customer satisfaction
- Achieved a remarkable escalation rate of < 1% with an effective Escalation resolution framework
- Developing and effectively communicating individualised action plans for employees based on their performance
- Setting quarterly objectives for each employee, including goals for performance improvement, training, and professional development
- Implemented a new support POD structure that is aligned with engineering PODs, resulting in 10% increased efficiency in team performance
- Reduced product bugs by 15% in two quarter by providing structured feedback to the engineering and product teams
- Developed and implemented training programs and knowledge-sharing initiatives to motivate, develop and retain quality support engineers and increased their onboarding experience by 15%
- Ownership of metrics and ensuring that the team meets global standards like 98% CSAT, 97% SLA, P90 Resolution time, Escalation% etc
- Successfully retained 2 IMEA clients and facilitated the onboarding of 4 new clients, while mentoring and leading the support team
- Received the prestigious MVP - Lead (Most Valuable Player) Award 12 times at Moengage during Monthly All Hands
Tech lead
FIS Fidelity Information Services India Pvt. Ltd.
12.2013 - 10.2021
- Directed support for loyalty applications, leading a team of 8 to troubleshoot and resolve 200+ weekly issues
- Managed daily operations of the production support team, ensuring seamless incident management, problem resolution, change management, and performance optimization
- Automated 8 manual reports using SQL and Shell Scripting, saving 2 critical support hours
- Developed and implemented a knowledge base that improved team response efficiency by 30%
- Collaborated with development teams to identify and resolve application bugs, enhancing system stability and performance
- Executed application migration and disaster recovery plans, minimising downtime and ensuring business continuity
- Conducted root cause analysis of production incidents, implementing corrective actions and preventive measures that increased operational reliability
- Identified and mitigated application infrastructure vulnerabilities, improving overall security posture
- Successfully migrated legacy loyalty applications to new platforms with minimal disruption to business operations for the banking applications
Senior Software Engineer
Ness Technologies
09.2012 - 09.2013
- Implemented a tracking system that provided continuous updates, resulting in a 40% reduction in average resolution time and enhanced customer satisfaction
- Diagnosed and resolved over 150 file transfer operations issues faced by Signiant customers
- Delivered L2 technical support for Signiant's media and broadcasting clients, troubleshooting and resolving complex issues to minimize disruptions
- Collaborated with clients to understand their technical needs, offering personalised guidance
- Communicated status updates proactively, keeping clients informed
- Created and published technical articles in the knowledge base, reducing support requests through self-service resources
Senior Software Engineer
NTT Data
03.2011 - 09.2012
- Delivered Level 2 support for banking clients' trading applications, managing 200+ batch jobs daily and ensuring 99.9% system uptime
- Reduced incident resolution time by 40%, collaborating with development and operations teams to swiftly diagnose and resolve critical issues
- Ensured 100% SLA compliance, optimizing application stability, availability, and performance for mission-critical trading operations
- Improved response efficiency by leading daily production support calls and providing real-time issue updates
- Maintained 100% data integrity by actively monitoring ETL performance, ensuring accurate trade settlements and seamless operations
Software Engineer
Wipro Technologies
11.2008 - 12.2010
- Enhanced application performance by proactively monitoring and diagnosing issues, reducing operational disruptions by 30% and improving system uptime
- Led patching and release implementations, ensuring 99.9% availability and seamless transitions with minimal downtime
- Optimized batch job scheduling using Control-M, improving job success rates and achieving 100% SLA compliance
- Improved software quality by identifying and reporting critical defects, reducing post-release issues by 25%
- Streamlined application upgrades and patching, minimizing downtime and enhancing system stability through structured deployment strategies
Education
PGDM - IT Project Management
Welingkar Institute of Management
Bachelor of Computer Applications -
Alagapa University
Diploma - Information Technology
Nettur Technical Training Foundation: NTTF
Skills
- Communication
- Collaboration
- Problem-Solving
- Leadership
- Mentoring
- Customer Focus
- Adaptability
- Time Management
- Process Improvement
- AWS
- Cloud Solutions
- API Integration
- Java
- Linux Shell Scripting
- SQL
- IT Infrastructure
- Troubleshooting
- Technical Support
- System Architecture
- Vulnerability Management
- Autosys and Control M
- Solution Architecture
- Technical Support & Troubleshooting
- Cloud & Infrastructure Management
- Team & Stakeholder Management
- Technical Communication & Documentation
Certification
- AWS Certified Solutions Architect - Associate
- ITIL Fundamentals
Timeline
Team Lead - Product Support Data and Analytics
MoEngage India Pvt. Ltd.
11.2021 - Current
Tech lead
FIS Fidelity Information Services India Pvt. Ltd.
12.2013 - 10.2021
Senior Software Engineer
Ness Technologies
09.2012 - 09.2013
Senior Software Engineer
NTT Data
03.2011 - 09.2012
Software Engineer
Wipro Technologies
11.2008 - 12.2010
Bachelor of Computer Applications -
Alagapa University
Diploma - Information Technology
Nettur Technical Training Foundation: NTTF
PGDM - IT Project Management
Welingkar Institute of Management
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