Harshad Surya
Swarm Lead | Tech-Lead | Tech-Support | Product Support
- Role
- Swarm Lead Tech-lead at Salesforce
- Location
- Hyderabad, TG, IN
- LinkedIn followers
- 500 followers
About Harshad Surya
Experienced Technology Lead with 5+ years in IT Industry with good knowledge and troubleshooting skills on Linux platform. Continuously updating self to adapt the technological advancement like cloud, automation and DevOps. Also I\'m building my profile in Data Science Technology with continuous explorations & Learning, Passionate about solving business problems through Data Science, ready to work with people & in an environment which will help me to enhance my knowledge, skills, and abilitiesI believe in continues improvement and enjoy solving problems and best in trouble shooting and problem solving techniques.
Experience
Swarm Lead Tech-lead
Aug 2025 — Present · Hyderabad, IN
Led daily swarm sessions for critical and high-visibility customer cases, coordinating multi-engineer troubleshooting to accelerate resolution times.Acted as the primary point of contact for escalated issues, facilitating cross-functional collaboration between Technical Support, Engineering, and Product Management teams.Assigned and monitored action items during swarm calls, ensuring clear ownership, follow-up, and progress tracking for all stakeholders.Guided engineers through deep-dive troubleshooting across Tableau Server, Tableau Cloud, Tableau Desktop, and related infrastructure layers.Enabled rapid incident response by replicating customer environments in lab setups to isolate defects, validate workarounds, and confirm fixes.Trained and mentored engineers on swarm best practices, effective case triaging, and root cause analysis methodologies.Drove process improvements by identifying recurring issues, streamlining swarm workflows, and contributing to internal documentation and runbooks.Acted as a customer advocate during swarms, ensuring timely updates, clear communication, and a focus on restoring service with minimal business impact.
Education
International Institute of Information Technology Bangalore
PG Diploma in Data Science, Data Science
upGrad.com
DS C19 May 2020 PGDDS Prep Course, Data Science
2020 — 2021
SIVANI PUBLIC SCHOOL
10th Class
2005 — 2009
SRM UNIVERSITY
Bachelor of Technology (BTech), Computer Science
2012 — 2016
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