Chinmay Nagar

About Chinmay Nagar

I am a seasoned Product Support (SaaS/On-Prem/Cloud) Leader, having 16+ years of IT Experi-ence and have worked in different streams like Java Dev, Product Support, People Manage-ment, Escalation Management and ITIL Process mgmt.I take care of support KPI\'s/ metrics, con-flict management and I am a certified people manager. I have built support teams (L2, L3) andsupport processes from scratch. I gained 3 years (20••••18) of onsite exp. with Sears-USA.At interface.ai, my leadership in technical support management is focused on uplifting service metrics, SLA adherence, and achieving high NPS. My role encompasses strategic client engagement, team development, and recruitment, all aimed at advancing our AI-enabled banking solutions. Harnessing tools like Jira, AWS, and a suite of debugging utilities, we\'re committed to delivering exceptional client support.Previously, as a Manager at Operative, I led the technical support for AOS, a SaaS product with Microservices architecture for the advertising industry. My team\'s collaborative efforts were instrumental in resolving complex client issues and contributing to service excellence. Our dedication to leveraging tools such as Salesforce and AWS ensured seamless operations and high client satisfaction.

Experience

1. Sr Production Support Manager(Digital & Technology)

   Air India Limited

   Feb 2025 — Present · Gurugram, IN

   Air India (Digital & Technology) – Gurugram (Feb 2025 – Till now)Project/Team: Enterprise Applications Maintenance & Support (AMS Production Support)Designation: Sr. Manager – AMS (Production)Support (BU: Digital & Technology)Roles and Responsibilities:• ITIL process mgmt.(Incident, Problem and Change Management)• Production Support Queue Mgmt. for multiple Enterprise Products within D&T• Team capacity planning (FTE’s and Vendors) and Vendor Management• Support metrics preparation for Execs, manage escalations and processes enhancements• Keep track of SLA adherence, support KPI’s and work towards maintaining higher NPS• Work with Vendor teams, internal Product mgmt, Engineering and other teams• Manage 24*7*365 support availability as per defined SLA’s and service agreementTools and Technologies: Jira, Salesforce, ServiceNow, PowerBI, AppDynamics, Postman, GrafanaCloud Platform: AWS and Azure

Education

• Emmanuel Mission School,Bundi Raj

  Senior Secondary, Science/Maths

  1990 — 2004

• Gitanjali Institute of Technical Studies,Udaipur Rajasthan

  Bachelor of Technology (BTech), Computer Engineering

  2004 — 2008

Skills

• Core Java
• Web Services
• Xml
• Itko Lisa
• Sql
• Container
• Docker
• Unix
• Scjp
• Unix Shell Scripting
• Gitlab
• Vagrant
• E-Commerce