Nikhil Nijhawan

About Nikhil Nijhawan

I began my tech journey as a Network Layer Developer & SME at Netgear, building strong…

Experience

1. Digital Integration Manager

   Tapestry

   Apr 2022 — Present · Washington, DC, US

   Lead and manage day-to-day operations of Support teams, ensuring timely resolution of issues and continuous system uptime- Oversee incident management, root cause analysis, and implementation of long-term fixes to enhance platform stability- Implemented AI-based monitoring tools to proactively detect anomalies in product data and system performance, preventing issues before they reach production- Leveraged machine learning models to analyze historical incident patterns, enabling predictive alerts and faster root cause identification- Define and monitor SLAs, KPIs, and performance metrics to ensure high-quality support delivery and continuous improvement- Conduct regular syncs with business stakeholders to align support priorities with evolving business needs- Mentor and guide team members, fostering a collaborative and growth-oriented environment- Coordinate with offshore and cross-functional teams to ensure 24/7 support coverage and seamless handoffs- Drive automation and process optimization initiatives to reduce manual effort and improve support efficiency- Integrated AI-driven dashboards to provide real-time visibility into system health, data sync status, and support team performance- Enabled intelligent triaging of support tickets, allowing the team to prioritize high-impact issues and reduce resolution time

Education

• Institute of Management Technology, Ghaziabad

  Master of Business Administration (M.B.A.), Marketing/Systems

  2012 — 2014

• Kurukshetra University

  Bachelor of Technology (B.Tech.), Computer Engineering

  2003 — 2007

• Rishikul Vidyapeeth

  C.B.S.E, Science with Computers

  2001 — 2003

• Holy Child School

  C.B.S.E, Social Sciences, Science, Computers

  1989 — 2001

Skills

• Instructional Design
• Test Cases
• Usability Testing
• Performance Management
• Training Delivery
• Team Management
• Requirements Analysis
• Training Needs Analysis
• Regression Testing
• Employee Engagement
• System Testing
• Mercury Quicktest Pro
• Test Planning
• Process Management
• Process Improvement
• Train the Trainer
• Training Co-Ordination
• Organizational Development
• Qc Tools
• Customer Satisfaction
• Training
• Testing
• Troubleshooting
• Istqb Certified
• Test Automation
• Project Management
• Loadrunner
• Bpo
• Quality Assurance
• User Acceptance Testing
• Service Delivery
• Soft Skills
• Qtp
• Hp Qtp
• Test Management
• Manual Testing
• Employee Relations