Sagar

Enterprise escalation and incident management specialist with 7+ years of experience handling high-severity technical incidents, enterprise customer escalations and cross-functional operations across global support environments. Currently managing service-impacting technical escalations for Adobe enterprise customers by coordinating with engineering, product management, customer success and support teams to drive timely resolutions and implement preventive measures. Additionally, contributes to identifying recurring operational challenges and process improvement opportunities, supporting implementation through statistical analysis and collaboration with support management to enhance the customer support journey, improving operational efficiency and reducing repeat escalations.

Senior Escalation Analyst – Enterprise Support Operations at Adobe Inc. (Dimension India) (2024-08 – Present)

• Act as escalation lead for enterprise customers experiencing critical service-impacting issues across Adobe services.
• Coordinate with engineering, product management and support leadership teams to drive resolution of high-priority incidents.
• Analyze recurring escalation trends and customer pain points to recommend tools and process improvements to leadership and help improve support readiness and reduce repeat escalations.
• Contribute to root cause analysis and preventive action planning following major incidents, partnering across teams to improve operational processes and customer experience.
• Manage stakeholder communication during outages and major incidents P1/S1 involving enterprise customers across global regions.

Technical Support Consultant at Adobe Inc. (Dimension India) (2022-01 – 2024-07)

• Handled SMB/Enterprise customer issues across Adobe products involving technical & Billing issues, product access, workflow setup and product performance/behavior issues.
• Partnered with SMEs and engineering teams to troubleshoot and resolve technically complex issues.
• Identified recurring operational challenges and contributed process feedback to improve customer experience and overall support efficiency.

Game Support Analyst at Electronic Arts (iEnergizer) (2019-01 – 2022-12)

• Served as a knowledge resource for technical teams supporting gaming operations across the global gaming community
• Provided live technical support for online elite gamers and collaborated in reporting in-game bugs and driving resolution for the entire community.
• Identified in-game bugs and participated in beta testing; also reported security incidents and identified bad actors, helping promote fair gameplay and player privacy.

Customer Support Associate at Zomato (2018-08 – 2019-04)

• Collaborated with cross-functional teams to resolve operational and technical issues across F&B partners, customers and third-party vendors.

M.Sc. in Geography – Kurukshetra University (2016-01 – 2018-01)

B.A. (Hons) in Geography – University of Delhi (2013-01 – 2016-01)