Suryaprakash Lalge
Bengaluru
Summary
Dynamic Serviceability Engineer with proven expertise in integrating serviceability features into product design to improve customer experience, reduce service costs, and enhance product serviceability and supportability. Skilled in collaborating with Product Management, Development, and Global Services throughout the product life cycle to embed serviceability requirements, and ensure early inclusion in PRD phases. Proficient in developing and executing customer-focused test plans for Dell products like Unity, PowerStore, PowerFlex, CloudLink, and iDRAC, as well as connectivity tools like SupportAssist, Secure Connect Gateway, and CloudIQ. Experienced in managing Serviceability Enhancement Requests (SERs), authoring Knowledge Base (KB) articles, optimizing technical documentation, delivering global training, and driving post-release serviceability improvements to enhance field readiness and customer satisfaction.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Senior Systems Development Engineer
Dell Technologies
Bengaluru
02.2020 - Current
- Led end-to-end serviceability integration into product design, improving supportability, customer experience, and reducing service costs.
- Influenced product and serviceability strategies by aligning service requirements with roadmaps, and securing cross-functional buy-in.
- Collaborated with Product Management, Development, and Global Services throughout the SDLC to embed serviceability features and improve field readiness.
- Drove early inclusion of key serviceability enhancements in PRD 1.0 and PRD 2.0, ensuring customer-focused features were prioritized.
- Conducted Customer Validation Testing (CVT) for connectivity features like SupportAssist, Secure Connect Gateway, CloudIQ seamless backend telemetry, and remote support.
- Developed and executed customer-focused test plans for Dell Unity, PowerFlex, CloudLink, and iDRAC to validate installability, upgradeability, diagnostics, service workflows, and delivered serviceability features, ensuring defect-free delivery and seamless service readiness.
- Managed the Serviceability Enhancement Request (SER) lifecycle via Jira, ensuring timely prioritization, tracking, and delivery.
- Authored and published Knowledge Base (KB) articles for critical alerts and defects, enabling faster global support and resolution.
- Led technical documentation, service procedures, critical alert reviews, bug deferrals, and validated backend infrastructure, ensuring serviceability, field readiness, timely publication of Knowledge Base (KB) articles, and comprehensive release note updates.
- Led cross-functional programs and global service connections, identifying field challenges, and driving service delivery improvements.
- Spearheaded SolVe platform optimization, enhancing usability, and improving access to curated, user-friendly procedures.
- Delivered global training and knowledge transfer programs, reducing ramp-up time, and enhancing support team readiness.
- Monitored post-release feedback and drove iterative serviceability improvements, proactively filing defects, and prioritizing enhancements.
Technical Support Engineer II
Dell EMC
Bengaluru
04.2016 - 01.2020
- Delivered remote technical support globally for customers and partners, efficiently resolving high-priority escalations and code-red incidents, with a strong focus on customer satisfaction and SLA adherence.
- Managed product configurations, upgrades, maintenance, and service activities, consistently meeting or exceeding service level agreements (SLAs), and ensuring system stability.
- Supported RecoverPoint across complex enterprise environments, including VMAX/Symmetrix, VPLEX, VNX, Unity, SRM, VMware, switches, and host systems.
- Developed broad technical exposure to SAN, NAS, networking, switches, virtualization, Linux, and Windows environments, enabling holistic troubleshooting and end-to-end solution delivery.
- Supported customers with disaster recovery testing and Point-in-Time (PIT) recovery using RecoverPoint, validating business continuity, and minimizing potential downtime.
- Led high-impact technical updates and knowledge transfer sessions to improve product visibility, cross-team understanding, and support readiness across global teams.
- Collaborated with cross-product and engineering teams to develop scalable, customer-centric solutions, enhancing support efficiency, and boosting team productivity.
- Created and published numerous internal and external knowledge base (KB) articles, significantly improving knowledge accessibility, and driving faster issue resolution.
- Mentored and provided hands-on training to new hires, accelerating onboarding, and strengthening technical proficiency within the team.
- Provided customer-handling strategies to peers for managing complex, sensitive interactions, improving customer experience, and service quality across the board.
- Effectively managed and resolved backlog cases, ensuring timely progress tracking, status reporting to leadership, and reducing case aging.
- Led a critical training program on EMC RecoverPoint for Wipro engineers in Hyderabad, enabling a seamless support transition, and equipping the team with deep, hands-on expertise to maintain service excellence.
Technical Support Engineer I
EMC
Bengaluru
08.2013 - 03.2016
- Gained in-depth expertise in Dell EMC RecoverPoint for backup, replication, and disaster recovery solutions, ensuring high availability, and data protection.
- Configured and supported RecoverPoint across complex enterprise environments, including VNX, Unity, SRM, and VPLEX.
- Developed broad technical exposure to SAN, NAS, networking, switches, Linux, and Windows environments, enabling holistic troubleshooting, and end-to-end solution delivery.
- Successfully managed data migration and disaster recovery activities with minimal downtime, and ensured high data integrity throughout critical transitions.
- Built and maintained a dedicated RecoverPoint lab environment for real-time troubleshooting, testing, and solution validation.
- Delivered prompt, high-quality customer support via calls, chats, and ticketing systems, consistently exceeding service level targets, and receiving numerous CSAT recognitions for exceptional service delivery.
- Demonstrated strong diagnostic and root cause analysis skills, rapidly identifying complex issues, and deploying performance-optimized solutions to enhance system reliability.
- Proactively resolved service requests and recurring issues, contributing to operational efficiency, reducing escalations, and improving first-call resolution rates.
- Collaborated with cross-functional teams to support product stability and customer success, driving superior customer experience, and long-term satisfaction.
Education
Master of Technology - Software Engineering
Birla Institute Of Technology
03-2018
Bachelor of Science - Computer Science
KLE P C Jabin Science College
Hubballi04-2013
Skills
- Product Life Cycle
- Serviceability enhancement
- Customer validation testing (CVT)
- Service feature prioritization
- Technical documentation
- Enterprise infrastructure (storage, servers, networking, virtualization, Linux, and Windows)
- Connectivity and telemetry (SupportAssist, SCG, CloudIQ)
- Jira, Confluence, Salesforce
- Cross-functional collaboration
- Stakeholder management
- Program management
- Incident management
- Customer relationship management
Certification
- VMware Certified Professional 6 - Data Center Virtualization (2018-2022)
- RecoverPoint Specialist for Implementation Engineers (2017)
- Information Storage and Management v2 (2016)
Timeline
Senior Systems Development Engineer
Dell Technologies
02.2020 - Current
Technical Support Engineer II
Dell EMC
04.2016 - 01.2020
Technical Support Engineer I
EMC
08.2013 - 03.2016
Master of Technology - Software Engineering
Birla Institute Of Technology
Bachelor of Science - Computer Science
KLE P C Jabin Science College
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