Vikas Mishra
Tech Support Lead @LotusFlare
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WORK HISTORY
Tech Support Lead @LotusFlare
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
ABOUT VIKAS MISHRA
I started my journey as a front-line support associate in telecom and SaaS, and over time…
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