Paul Jacob

Technically skilled Computer Science Engineer with 17+ years of experience in IT Industry as Lead, Technical Expert, Product Owner, Lead Implementation Engineer and Technical Lead Product Support Operations. Experienced in Applications Management, Implementation, Product Support Operations, Solutions Design etc. Maintenance of large and complex IT infrastructure.

Skillful in managing project activities, leading critical technical calls and ensuring deliveries meet defined timelines and quality standards.

Technical Support Lead - Select & Configure Platform at Schneider Electric Pvt Ltd (2023-07 – 2026-04)

Owns and manages support operations of a critical Platform that enables Digital user journeys involving users to select and configure products for Add to cart solution and integration with Schneider internal digital tools. Leads the Technical Support team for Select & Configure Platform.

• Hands-on Expertise on integration activities and infra on AWS Cloud based Micro-services Architecture
• Manages and is single point contact for complete support and monitoring operations globally for EMEA & China
• Fully compliant and follows Agile and Scrum dev cycles

Select & Config Global Platform Support Owner at TEK Systems: ALLEGIS SERVICES (INDIA) PRIVATE LIMITED (2021-02 – 2023-07)

Owns and manages support operations of a critical Platform that enables Digital user journeys involving users to select and configure products for Add to cart solution and integration with Schneider internal digital tools.

• Hands-on Expertise on integration activities and infra on AWS Cloud based Microservices Architecture
• Single point contact for complete support and monitoring operations globally for Schneider Electric EMEA & China

Lead Pre Sales - Technical Consultant (ITOM) at Elitser Technologies LLC (2016-12 – 2018-04)

Managed Pre-Sales and Implementation activities of ManageEngine Suite of Products. Managed complete Pre-Sales and Implementation Sign-off activities of IT Management Products.

• Managed Pre-Sales and Implementation Sign-off activities in Application monitoring, Server monitoring, Desktop Management, Network Monitoring, VMWARE virtual environment support, IT Security Products, Analytics
• Manage and maintain monitoring environment via remote support tools
• Installation, troubleshooting and repair of monitoring platforms
• Review and execution of Product Patches and Bugfixes
• Triage and resolve high priority tickets from clients
• Create Standard Operating Procedures (SOPs) for technology related operational tasks

Senior Technical Consultant - Implementation Lead at Appnomic Systems Pvt Ltd (2015-04 – 2016-06)

Headed Implementation of AppsOne Monitoring Solution for Finacle Corebanking with AppsOne and Opsone Forensics. Transaction Monitoring with Analytics, Automations, Backup SOPs and NOC management.

• Project Title: Monitoring Finacle CoreBanking Solutions with AppsOne and Opsone Forensics
• Worked with clients: SBI, HDFC, ICICI, FBN, IndusInd Bank
• Managed Implementation and complete NOC Management

Senior Product Consultant ITOM at Zoho Corporation (ManageEngine) (2008-08 – 2014-12)

Worked with product team of ManageEngine Applications Manager as Senior Technical Consultant. Provided consultation and implementation assistance on setting up and managing monitoring solutions for Data-centers, Business Applications and IT infrastructure management for Large and Medium Enterprises.

• Troubleshoot and resolve implementation issues
• Assist product team on product design and feature enhancements
• Successfully implemented Applications Monitoring solutions for global customers
• Managing & leading global teams in matrix organization for running successful process operations
• Expertise in Change Management processes for delivering support to global SaaS customers

Application Support Engineer/Escalation Lead/SME at M/S SLASH SUPPORT INDIA PVT LTD (2005-09 – 2008-07)

Provided technical support to VONAGE - Broadband Phone Company (VOIP) products and applications. Interface with US-based customers and resolve product related issues through research and troubleshooting.

• Good understanding of OSI model, TCP/IP protocol suite
• Working knowledge with routing protocols - RIP V1/V2, OSPF
• Remote Technical support to products & applications
• Excellent interpersonal, communication, documentation, problem solving and troubleshooting skills

Computer Science and Engineering