Hi, I’m
Suraj Sharma
Staff Engineer (Lead - Technology)
Delhi,DL
Summary
Technology Lead with combined experience of 8+ years in leading global technical operations, incident management, 3rd party integration of PMS and mobile applications. Cross-functional collaboration for a world leader in access control systems in the Hospitality industry. Proven ability to manage high-priority escalations, optimize processes, and coordinate seamlessly between R&D, integration teams, field operatives, and quality teams across multiple geographies. Recognized for delivering operational excellence, improving service standards, and enabling large-scale system transitions.
Overview
9
years of professional experience
3
Certifications
Work History
Nagarro Software Pvt. Ltd.
Senior Engineer → Associate Lead → Staff Engineer (Lead – Technology)
01.2017 - 01.2024
Job overview
- Led a team of 12, handling global incident management for access control systems
- Act as the escalation point for all high-priority incidents; ensure resolution per SOP's and SLA
- Coordinate daily with R&D, Integration teams, field operatives (APAC, EMEA, US, China), and manufacturing units for technical issue resolution
- Daily change advisory board meetings to align fixes and releases with R&D priorities
- Spearheaded the creation of ServiceNow knowledge base articles used globally by technicians
- Managed 100+ Marriott property migrations from Starwood systems to Marriott’s environment
- Oversaw security upgrades for lock application servers across managed/franchise networks
- Provided operational leadership in server monitoring via Grafana, RCA tracking, and user notifications
- Delivered process improvements by redefining SOP's, centralizing documentation, and creating shared repositories
- Trained new joiners on multiple products, escalation protocols, and process work-flows
- Key Achievements:
- Promoted to Tier 3 support and team lead based on performance and product expertise.
- Twice part of the “Best Team” award-winning unit in the business division.
- Consistently recognized in the company’s monthly cheer board for outstanding contributions.
- Reduced incident resolution time by 25% with peer learning and KT, shorten server downtime to almost negligible wait time by implementing tricks learned over time and on the job.
Honeywell International India Pvt. Ltd.
Technical Support Specialist under Environmental Combustion & Control (HVAC)
07.2015 - 05.2017
Job overview
- Troubleshooting system and network problems
- Diagnosing and solving OS related problems
- Hands on experience on ServiceNow and Salesforce
- Building Know How’s and quick reference sheet used by global technicians and updating retro knowledge pool on legacy website.
- Provided installation and troubleshooting support for HVAC products (thermostats, chimes) for North American users.
- Compiled and analyzed recurring product issues; collaborated with engineering teams for fixes.
- Delivered techno-commercial support for Honeywell distributors, contractors, and end customers.
- Recommended suitable products based on customer needs and ensured smooth handovers to relevant teams
Education
Shankara Institute of TechnologyJaipur
Bachelor of Technology
Skills
Incident & Escalation Management – High-priority issue resolution, SLA compliance
undefinedCertification
CSPO
Recognitions
“Best Team” award (twice) in Business Unit at Nagarro., Multiple nominations in the company’s monthly cheer board for exceptional work.
Timeline
Senior Engineer → Associate Lead → Staff Engineer (Lead – Technology)
Nagarro Software Pvt. Ltd.
01.2017 - 01.2024
Technical Support Specialist under Environmental Combustion & Control (HVAC)
Honeywell International India Pvt. Ltd.
07.2015 - 05.2017
Shankara Institute of Technology
Bachelor of Technology