Mumbai, Maharashtra, India
With over 13 years of experience in technical support, troubleshooting, and customer success, I currently serve as Global Support Tier 1–Tier 2 Manager at Claroty, the leading provider of industrial cybersecurity (OT/IoT) solutions. I lead support operations in India, overseeing global Tier 1 and Tier 2 teams to ensure high-quality, timely resolutions for enterprise customers worldwide. I collaborate closely with Product Management, R&D, Sales, and Support functions to capture customer requirements, manage escalations, and drive continuous improvement in support processes and customer experience. Passionate about delivering exceptional service in the critical domain of operational technology security and building efficient, scalable support organizations.
Leading India-based support operations with global oversight As Global Support Tier 1–Tier 2 Manager at Claroty — the leader in industrial cybersecurity protecting cyber-physical systems (OT, IoT) — I lead high-performing support teams delivering exceptional technical support for The Claroty Platform, including xDome (SaaS-powered CPS protection & secure remote access) and Continuous Threat Detection (CTD). Key Responsibilities: Direct day-to-day operations of Tier 1 and Tier 2 global support teams, with primary leadership of the India support function — our India team works globally 24×7 across all time zones, handling all regions worldwide from India. Oversee investigation, reproduction, and resolution of enterprise-reported problems across asset visibility, exposure management, network protection, threat detection, and secure access solutions — minimizing operational disruption for industrial, energy, utilities, and manufacturing customers. Manage escalations, priority incidents, and SLAs; provide root-cause analysis, workarounds, and permanent fixes while maintaining high CSAT and NPS scores. Collaborate cross-functionally with Product Management, R&D/Engineering, Sales, and Customer Success teams to capture customer requirements, feedback, and enhancement requests — driving product improvements and proactive support strategies. Mentor and develop support engineers, implement process optimizations, knowledge base enhancements, and training programs focused on OT-specific cybersecurity challenges. Champion operational excellence by refining support workflows, tools, metrics, and documentation to scale efficiently in a fast-growing SaaS + on-premise hybrid model.
• Handling Tier 2 and Tier 3 technical support teams in India • Training and development of technical support team in cleaning practices • Responsible to manage entire employment cycle of all assigned team members • Manage the flow of day-to-day operations • Task allocating tasks to staff, ensuring the performance of the staff is of a high standard • Be responsible for technically managing multiple strategic accounts to ensure their satisfaction • Understand and formalize customer requests, needs, requirements and escalations • Work closely with Product Management, R&D, Sales and Support teams • Coordinate and be responsible for successful on-time delivery • Provide coverage for global enterprise customers • Conduct in-depth investigations and troubleshooting (including reproducing and remotely on customer’s environments over WebEx) • Competent in the co-ordination of internal resources to restore service as soon as possible. • Troubleshooting IDE’s, build tools and API calls initiated via plugins integrated with • SAST (Static application security testing), /OSA (Open Source Analysis) for any errors in connectivity or initiating requests from the integration. • Working with Salesforce, confluence, and Trello • In-depth analysis of technical issues like errors in system, application latency, etc.
•Ensuring that all operations are manufactured in a correct, cost effective and timely manner in alignment with specifications and quality requirements •Improving operational management systems, processes and best practices that guarantee organizational well-being •Plan and coordinate administrative procedures and systems and devise ways to streamline processes •Ensure the smooth and adequate flow of information within the company to facilitate other business operations •Keep abreast with all organizational changes and business developments •Contribute towards the achievement of company’s strategic and operational objectives •Act as the liaison person between Mobile Tornado and Talent Anywhere as to the procurement, supply and deployment in the following areas: •Office facilities, Computing infrastructure and network, Telecom, Office supplies •Monitor inventory of office supplies and the purchasing of new material with attention to budgetary constraints •Organize and supervise other office activities (recycling, renovations, event planning etc.) •Manage On boarding process for new employees •Ensure operations adhere to policies and regulations
•Give direction to and supervise others by offering approaches to be used and following up to ensure timely and quality execution against expectations •Training and development of Operations team in cleaning practices •Manage drain cleaning policies and procedures •Assisting with manual testing where not yet covered by automatic testing •Reviews and assists team members on creating and executing test plans and test cases •Develops systems for measuring productivity; design and implement training plans; leads team to achieve productivity gains •Leading a small engineering team in a multinational environment •Providing status updates and reports to Manager for the assigned work •Work with peer discipline leads in Development, QA, and Product Management •Develop, create, modify, and execute test cases •Manage priorities when assigned to multiple teams. Additionally, assist QA Engineers in priority management •Provide test results to management and customers that are clear and concise •Provide the QA Analyst responsible for automation with application functionality workflow •Direct management responsibilities for 2 to 3 QA engineers (recruiting, training, mentoring and managing performance)
•To efficiently allocate incoming requests to the team, prioritizing actions and monitoring team resource so that customer deadlines are met. •Develop a strategy the team will use to reach its goal •Provide any training that team members need •To conduct performance appraisals for the team, identifying weaknesses and offering coaching and mentoring in areas that require it. •To communicate and be the focal point for the dissemination of information from management to the team and vice versa. •To troubleshoot areas of poor performance and identify effective solutions to resolve issues both in the immediate future and for the longer term. •To work with CRM team leader to ensure that there are always sufficient resources in place to meet call-handling needs and e-mail requests from prospective customers of the service. •Communicate clear instructions to team members •Listen to team members' feedback • Monitor team members' participation to ensure the training they provide is being put into use, and also to see if any additional training is needed •Manage the flow of day-to-day operations • Allocating tasks to staff • Ensuring the performance of the staff is of a high standard • Discussing and resolving problems •Carrying out performance reviews • Create reports to update the company on the team’s progress. • Distribute reports to appropriate personnel.