Jay Chapla

About Jay Chapla

Senior Incident & Escalations Leader with 8+ years of experience managing high-severity technical escalations, critical outages, and enterprise customer incidents. Proven track record of cutting MTTR by 40%, leading global incident bridges impacting thousands of users, and safeguarding $200M+ in annual enterprise service revenue. Adept at directing cross-functional teams under pressure, delivering clear RCA reports and executive briefings to C-level stakeholders, and ensuring customer trust during critical situations. Experienced in hybrid cloud, data center, and optical architectures, ITIL-driven process improvement, and large-scale service provider environments. Known for turning high-pressure escalations into long-term operational improvements, influencing engineering roadmaps, and strengthening customer relationships.

Experience

1. High Touch Operations Manager

   Cisco

   Dec 2022 — Present · Allentown, PA, US

   In my role as a High Touch Operations Manager, I serve as an escalation point between large mission-critical Web customer and Cisco\'s High Touch Technical Support. Here, I leverage my technical background, creative disposition and extensive customer facing experience to create an end-to-end feedback loop. Recently, I have helped the organization secure a multi-year, multi-million dollar services renewal through close partnerships with the customer and Cisco account team. My responsibilities for this role include - • Managed 3–4 critical incidents daily, leading cross-functional recovery teams during network and security outages across hybrid cloud, data center, optical, security, Nexus, UCS, and wireless domains. • Reduced Mean Time to Resolution (MTTR) by over 40%, from 8 hours to 4.5 hours quarter-over-quarter, by optimizing escalation workflows and automating troubleshooting processes. • Served as an escalation lead for large Service Provider accounts including Verizon, Amazon, Oracle, and Nvidia, representing over $200M in annual service revenue, ensuring SLA compliance and executive-level customersatisfaction. • Directed global incident response bridges impacting thousands of end-users, driving root cause analysis and long-term remediation strategies. • Delivered RCA presentations and incident briefings to VP-level and C-suite executives, ensuring transparency, customer trust, and alignment with strategic objectives. • Acted as the voice of the customer in high-pressure escalations, influencing engineering roadmaps and product fixes. • Developed escalation trend reports identifying recurring product issues, enabling engineering fixes that led to a 15% reduction in repeat incidents. • Contributed to global escalation process improvements, helping standardize protocols adopted across multiple regions. • Utilized Jira and Foosball Alerts (similar to PagerDuty) for incident tracking, escalation workflows, and real-time alerting.

Education

• SILVER OAK COLLEGE OF ENGG., & TECH., AHMEDABAD 077

  Bachelor of Engineering (B.E.), Electronics and Communications Engineering

  2011 — 2015

• Purdue Global

  Bachelor of Business Administration - BBA, Non-Profit/Public/Organizational Management

Skills

• Networking
• Team Management
• Microsoft Powerpoint
• Microsoft Excel
• Microsoft Office
• Linux
• Management
• Customer Service
• Leadership