Akash Babu

Technical Support and Operations professional with 4+ years in structured, high-volume technical support at Concentrix — sustaining a 98%+ QA score while handling escalations, troubleshooting, and issue tracking through JIRA — plus 2+ years leading hands-on technical operations as founder of a pharma-equipment automation business. Combines corporate service-delivery discipline with direct PLC/HMI systems, industrial automation, and compliance-oriented monitoring experience. Now seeking to bring that combination of structured support expertise and technical ownership into a corporate Technical Operations, Technical Support Team Lead, or Quality/Operations role.

Technical Operations Lead — Founder at Aerotech Pharma Equipment (2024-01 – Present)

Own end-to-end technical operations — installation, troubleshooting, servicing, automation, and validation support — for pharmaceutical equipment used in regulated environments.

• Design, configure, and support PLC/HMI-based temperature and humidity control and monitoring systems for stability chambers, humidity chambers, BOD incubators, hot air ovens, and cooling chambers.
• Built electronic data logging and compliance-oriented monitoring workflows aligned to 21 CFR requirements, reducing manual record-keeping errors for clients.
• Manage the full customer lifecycle — requirements gathering, technical diagnosis, service execution, documentation, and delivery — as sole technical point of contact.
• Operate as both founder and lead technician, directly responsible for engineering decisions and field-level execution, giving hands-on ownership of outcomes end-to-end.

Senior Engineer Specialist — Operations at Concentrix (2020-08 – 2024-07)

Delivered advanced technical troubleshooting across multiple support channels, sustaining a 98%+ QA performance score consistently over 4 years.

• Owned escalation handling for critical user and application issues, logging, tracking, and resolving cases through JIRA and internal tools within defined SLAs.
• Diagnosed and resolved technical issues through structured troubleshooting frameworks, reducing repeat escalations through clearer root-cause documentation.
• Supported customers end-to-end through diagnosis, communication, follow-up, and resolution, maintaining high customer satisfaction under operational and quality standards.

Call Monitoring & Quality Analyst at Hinduja Global Solutions (2019-09 – 2020-05)

• Monitored customer interactions against quality and compliance standards, tracking AHT, FCR, and CSAT metrics.
• Identified recurring quality gaps and fed structured feedback into process improvements for the support team.

Bachelor of Engineering – DSI, Bengaluru (2016 – 2020)

BCA – Amity University