Technical Product Consultant 3 at Adobe (2021-07 – Present)
Campaign Solution Architecture & Development, Advanced Technical Escalation & Issue Resolution, Enterprise Client Consultation & Custom Engineering, Platform Migration Leadership, Infrastructure Troubleshooting & Cross-Team Collaboration, Customer Engagement & Internal Enablement
- Designed and delivered robust cross-channel campaign ecosystems using Adobe Campaign Classic (v7/v8) and Standard—covering custom schema modeling, workflow engineering, delivery typologies, transactional messaging, and interactive web applications.
- Owned Tier 2+ support responsibilities for business-critical incidents, swiftly resolving issues such as workflow halts, delivery bottlenecks, IMS authentication lapses, and real-time tracking/reporting discrepancies.
- Engaged directly with enterprise stakeholders to translate marketing goals into platform-optimized configurations, REST/SOAP API integrations, and tailored solutions leveraging JavaScript, JSSP, SQL, XML, and JSON.
- Spearheaded Project Cassini, orchestrating seamless customer migrations from Campaign Classic v7 to v8 with deep architectural planning, testing, and issue mitigation. Enabled success of Project Europa by managing feature parity assessments, workflow refactoring, and data integrity during transitions from Standard to Classic v8.
- Acted as the bridge between Engineering, CloudOps, and Product teams to debug and resolve deep platform-level concerns including SSL renewal, CloudFront misconfigurations, certificate failures, and delivery image rendering glitches.
- Led proactive client communication strategies, managed escalations with empathy and precision, and contributed to knowledge enablement through documentation, training sessions, and continuous improvement of support frameworks.
Lead Application Support Engineer at Crystal Televentures (2020-03 – 2021-06)
SLA-Driven Team Leadership, API-Backed E-Commerce Integration, Product Support & Root Cause Analysis, CX Uplift through Incident Redesign, Onboarding & Process Optimization
- Managed an 8-member support team, maintaining 95%+ SLA adherence across critical enterprise accounts through shift planning, proactive monitoring, and escalation handling.
- Delivered high-satisfaction e-commerce tracking and returns workflows using REST APIs, ensuring system responsiveness and seamless consumer journeys.
- Handled multi-product environments with minimal oversight performing log-based diagnostics, deep-dive analysis, and end-to-end issue resolution.
- Elevated customer satisfaction to 90%+ by redesigning incident triage flows, enabling faster resolution, and embedding preventive support models.
- Reduced new-hire ramp-up time by 50% via structured onboarding frameworks, SOPs, and role-specific playbooks that accelerated operational readiness.
Technical Operations Associate at Infosys Technologies (2016-11 – 2020-02)
End-to-end L2 support for high-volume banking applications, dashboard development, troubleshooting playbooks, RCA analysis, team collaboration, ITIL-compliant governance
- Delivered end-to-end L2 support for high-volume banking applications processing over 1 million transactions daily, ensuring 95%+ CSAT and operational continuity across regulated environments.
- Developed interactive Tableau dashboards to monitor SLA breaches and incident patterns, reducing reporting delays by 40%.
- Created reusable troubleshooting playbooks to streamline resolution workflows, accelerating response time on complex issues by 25%.
- Performed deep-dive RCA using log traces and system diagnostics, enabling quick identification of systemic failures and contributing to sustained uptime and service stability.
- Collaborated closely with development and QA teams to fast-track issue resolution, improve rollout efficiency, and maintain 99.9% uptime across critical banking systems.
- Enforced ITIL-compliant governance for all change management activities, ensuring all fixes and enhancements met compliance, security standards.
