Kiran Menon

Results-driven Technical Support Leader with 14+ years of experience in enterprise support, incident management, and service delivery across global environments. Proven expertise in API troubleshooting, cloud technologies (AWS), and large-scale data analysis using Databricks and SQL. Strong track record of leading high-performing teams, improving SLA adherence, reducing resolution times, and enhancing customer experience.

Adept at cross-functional collaboration with Engineering, Product, and Customer Success teams.

Senior Customer Support Engineer at Conviva APAC Pvt. Ltd (2018-07 – 2025-03)

Led end-to-end resolution of high-severity incidents impacting global OTT platforms including Disney, DAZN, and MLB, achieving 99.9%+ service availability and consistent SLA adherence >95%.

• Led end-to-end resolution of high-severity incidents impacting global OTT platforms including Disney, DAZN, and MLB, achieving 99.9%+ service availability and consistent SLA adherence >95%
• Performed deep technical troubleshooting using Databricks, SQL, and Coralogix to analyze large-scale logs (TB-scale datasets), reducing mean time to resolution (MTTR) by 25–30%
• Debugged API integrations and validated workflows using Postman, improving first-time resolution rate by 20%
• Collaborated with Engineering and DevOps teams to resolve CDN, playback, and data ingestion issues across web, mobile, and CTV platforms, cutting repeat incidents by 15%
• Introduced structured incident playbooks and communication templates, improving on-call efficiency and reducing escalation cycles by 20%
• Managed and mentored a team of 10 support engineers, increasing team productivity by 30% and reducing onboarding time by 40%
• Authored 50+ knowledge base articles, SOPs, and RCA documents, improving self-service resolution and reducing ticket volume by 15%
• Coordinated 24x7 global support coverage across APAC, EMEA, and US regions, ensuring seamless handoffs and zero critical coverage gaps
• Acted as primary escalation point, maintaining CSAT >90% during major incidents through proactive and transparent communication
• Reduced MTTR by up to 30% through process improvements and enhanced diagnostics
• Improved SLA adherence to 95%+ and increased customer satisfaction (CSAT >90%)

Customer Success Specialist at Agile English India Pvt. Ltd (2016-02 – 2018-02)

Acted as Scrum Master for support portal initiatives and analyzed customer feedback to drive product improvements.

• Acted as Scrum Master for support portal initiatives, improving delivery timelines by 20%
• Analyzed customer feedback and surveys, driving product and support improvements that increased CSAT by 15%
• Delivered chat and email-based support with 95%+ CSAT and consistent SLA compliance
• Managed escalations and ensured timely resolution, reducing backlog by 25%

Product Support Engineer at YuMe India Pvt. Ltd (2012-05 – 2016-02)

Supported ad-tech integrations including RTB and ad server configurations across multiple platforms.

• Supported ad-tech integrations including RTB and ad server configurations, improving campaign delivery success rate by 20%
• Troubleshot technical issues across mobile apps, web platforms, and CTV devices, reducing issue recurrence by 15%
• Collaborated with cross-functional teams to resolve complex product issues, improving resolution turnaround time by 25%
• Conducted product demos and quality analysis, contributing to improved client onboarding experience

Senior Technical Support Engineer at Sutherland Global Services (2008-06 – 2009-11)

Provided technical support for Dell hardware and software issues to US customers, maintaining high CSAT scores.

• Provided technical support for Dell hardware and software issues to US customers, maintaining high CSAT scores (>90%)
• Resolved issues via phone, email, and chat, achieving first-call resolution improvements of ~15%

Master of Business Administration (MBA) in Information Technology – Albertian Institute of Management (2010-05 – 2012-06)

Bachelor of Technology (B.Tech) in Information Technology – Prince Shri Venkateswara Padmavathy Engineering College (2004-04 – 2008-05)