Parag Kshirsagar

Dynamic and meticulous Technical Services Engineer with over 12 years of experience in server management, cloud solutions, and bilingual Japanese client relations. Proven track record in project leadership, team management, and client-facing support in multinational settings. Skilled in managing complex IT infrastructure projects with strong technical expertise in AWS, Oracle Cloud, and Unix/Linux environments.

Customer Technical Support Specialist III - Teradata Corporation - Madhapur / Global Support Operations

(2025-02)

Managed end-to-end case handling for global customers including triage, updates, incident transfers, dispatch coordination, and customer communication. Managed high-volume support queues with consistent productivity across updates, triage, transfers, dispatch, and call support workflows. Coordinated with global engineering, field service teams, and third-party vendors to ensure timely dispatch and incident resolution.

Applied structured workflows including IBM Dispatch, S1 SWARM, Global On-Prem Incident Handling, and Vendor Dispatch Processes. Ensure strict SLA adherence by providing timely case updates, proactive follow-ups, and clear customer communication. Mentored team members and applied continuous learning to improve overall case-handling quality and efficiency.

Led L1 support teams across Japan and Korea, ensuring 24×7 operations, regular 1:1s, and performance reviews. Provided L1 support for Teradata Vantage on AWS, Azure, GCP, and on-premises systems; collaborated with L2/L3 teams for escalations. Delivered KT sessions and created SOPs and runbooks to improve onboarding and process consistency.

• Own real-time management of the shared GSO case queue – picking up new incidents, triaging by severity/priority, and meeting first-response and update SLA timers throughout the shift.
• Perform initial problem triage on incoming cases via the CRM/case portal, phone, and email – capturing system details, error signatures, and reproduction steps before routing to the correct product/platform queue.
• Search Teradata's internal knowledge base and historical case records to identify known issues and apply documented fixes or workarounds ahead of escalation.
• Extract and review system logs, dumps, and diagnostic files from customer Teradata Vantage environments (AWS, Azure, GCP, and on-premises) to support root-cause analysis.
• Coordinate onsite and parts dispatch through IBM Dispatch and Vendor Dispatch Processes – scheduling field engineer visits, tracking hardware replacement, and confirming case closure.
• Drive collaborative, swarm-based troubleshooting via S1 SWARM, pulling in the right subject-matter experts across product, platform, and field teams for multi-party incidents.
• Identify and merge duplicate incidents to keep the queue clean and avoid duplicated engineering effort.
• Provide proactive, structured case updates to customers, setting clear expectations on next steps and documenting every action for auditability and SLA compliance.
• Complete detailed shift handovers for open/aging cases, ensuring true 24×7 continuity as ownership passes between India, Japan, and Korea coverage windows.
• Act as on-shift team lead for the GSO L1 support function covering Japan and Korea, owning overall queue health, staffing coverage, and in-the-moment escalation decisions.
• Run daily shift huddles and handover briefings, reviewing open/aging cases, at-risk SLAs, and any active critical (P1) incidents with the incoming team.
• Serve as the primary escalation bridge between L1 analysts and L2/L3 engineering, deciding when an issue needs to move up versus continuing troubleshooting at L1.
• Partner with Service Experience Managers and Critical Support Managers during major incidents, coordinating status updates, customer communication, and internal war-room activity.
• Conduct regular 1:1s and informal coaching sessions with L1 team members on triage quality, technical depth, and customer communication.
• Monitor SLA and queue-health dashboards for the shift, flagging at-risk cases early and driving corrective action before breaches occur.
• Author and maintain SOPs, runbooks, and knowledge-based articles from recurring case patterns to reduce resolution time and standardize handling across the team.
• Deliver onboarding and knowledge-transfer (KT) sessions for new hires, ramping them up on case-management tools, dispatch/swarm processes, and Vantage platform fundamentals.
• Track and report team-level metrics – case volume, average handle time, SLA adherence, and quality scores – to management to support continuous improvement.

Technical Services Engineer & Japanese Bilingual Specialist - Fujitsu Consulting India Pvt. Ltd. - Pune, India

(2014-06 - 2025-01)

Lead an eight-member team in L2 server support for Japanese clients across Linux, Unix, and Solaris environments. Directed daily task completion, SLA compliance, client communications, and resource management including roster creation. Managed AWS cloud infrastructure for production and test environments based on client design specifications.

Conducted monthly account review meetings with Japanese clients, preparing technical reports and presenting data insights. Developed and demonstrated shell scripts for patching processes, optimizing server functionality and maintenance efficiency. Delivered KT sessions for Linux, Unix, and Solaris servers ensuring smooth task transitions.

Served as a bilingual bridge engineer supporting technical setup and troubleshooting across Japan and India teams.

Associate Technical Engineer - Polaris Financial Technology - Pune, India

(2013-05 - 2014-05)

Monitored Linux, Unix, and Solaris servers using Nimbus Monitoring tool, providing L1 support and escalation. Supported Japan and India teams in server maintenance and data patching, ensuring seamless monthly operations.

Bachelor of Arts - Economics - Pune University (2012)