Dhaval M.

About Dhaval M.

Senior Operations, Program & Technical Support Leader with 4.5+ years of experience supporting Google Workspace and Google Cloud customers at enterprise scale. Proven track record of scaling L3 support operations, leading 55+ engineers, resolving complex technical cases, and driving automation, SLA/CES excellence, and product quality improvements. Trusted escalation partner to Google Engineering with authority to file production bugs, influence roadmaps, and lead P0/P1 incident response.TECHNICAL SKILLS : Platforms & Cloud: Google Workspace (Gmail, Groups, Vault, Admin), Google Cloud Platform (Compute Engine, IAM, BigQuery), Looker, PLX, Data Studio Email & Networking: SMTP, IMAP, POP, SPF, DKIM, DMARC, DNS, TCP/IP, TLS/SSL, HTTP Security: Email Security, Spoofing & Phishing prevention, Compliance Analysis Automation & Data: Google Apps Script, APIs, GAM, Python, SQL, BigQuery Debugging & Support: Distributed Systems troubleshooting, HAR analysis, Incident response, Postmortems

Experience

1. Technology Lead

   Infosys

   Jan 2025 — Present · IN

   Owned L3 escalation for Google Workspace enterprise customers, resolving complex cases across Gmail, Groups, Vault, Admin, identity, and email infrastructure. Led 500+ P0/P1 incidents and critical escalations, consistently achieving 90–96% SLA and 88–92% CES for premium customers. Managed and mentored 55+ engineers (40+ L1/L2, 15+ L3), delivering 24x7 global support while maintaining sustained KPI performance month-over-month. Filed 400+ high-quality product bugs directly to Google Engineering with a 90% acceptance and fix rate, materially improving platform reliability and customer experience. Recognized as the only vendor L3 globally authorized to file bugs directly into Google Engineering systems. Drove deep-dive debugging across SMTP/IMAP/POP, DNS, SPF/DKIM/DMARC, TLS, routing, and identity systems to resolve high-severity production issues. Built automation frameworks using Apps Script, APIs, and GAM to identify high-risk cases, improve reporting accuracy, and reduce manual operational load; increased consult helpfulness to above 60%. Designed SOPs and technical runbooks for L1/L2 teams, reducing escalation rates and improving CES by 15%. Reduced global backlog by 10% through improved triage, prioritization workflows, and data-driven capacity planning. Developed and owned operational dashboards (Looker, BigQuery, PLX, Data Studio) enabling faster triage, improved TRT/SDR, and executive visibility. Delivered 100+ hours of advanced technical training and built a Trusted L3 program in partnership with VMO and Google TSEs. Led onboarding and training of new Google vendor sites (including EGS), achieving 90% CES and early production readiness. Partnered closely with Google Engineers and TSEs on reproductions, mitigations, and postmortems for large-scale outages and systemic issues.

Education

• Pandit Deendayal Energy University

  Bachelor of Technology - BTech, Computer Science

• Indian Institute of Science (IISc)

  Advanced Degree, Computational data science