Vikas Mishra

About Vikas Mishra

I started my journey as a front-line support associate in telecom and SaaS, and over time…

Experience

1. Tech Support Lead

   LotusFlare

   Sep 2024 — Present

   LotusFlare provides a cloud-native digital commerce and monetization platform that helps telecom and media companies improve customer experience, innovate faster, and lower operational costs. Its core product, DNO™ Cloud, simplifies business support systems (BSS) for modern digital services.•L1/L2 Support Leadership: Lead and mentor a team of L1/L2 support agents, ensuring efficient and effective resolution of customer issues. Act as the primary escalation point for high-priority and complex cases.•Performance Tracking: Monitor and report on key metrics, including response times, resolution rates, CSAT, FCR, and NPS. Provide quarterly performance reports to guide strategy and decision-making.•Training & Development: Manage the onboarding process for new hires and deliver ongoing training to ensure continuous team development and smooth integration.•Technical Writing: Produce and update internal and customer-facing knowledge base articles, user guides, release notes, FAQs, and how-to documentation. Collaborate with Project, Product, Training, and Support teams to develop and refine product documentation.•Alarm Handling: Monitor system alerts using Prometheus, OpenSearch, and Grafana. Identify and route issues to appropriate teams, creating tickets for tracking and resolution.Tools & Skills:Confluence, Salesforce, JIRAPrometheus, OpenSearch, GrafanaMicrosoft Visio, Draw.io, Miro, Canva, SnagItTechnical Writing, Content Writing, Team Leadership, Customer Education, Root Cause Analysis

Education

• Welingkar Institute of Management

  Postgraduate Diploma, Business Administration and Management, General

• Welingkar Institute of Management

  PGDM/MBA (Pursuing)

• IEC UNIVERSITY

  BSC