Vivek Kumar
Manager, Proactive Monitoring Engineering | Salesforce | 5x Star Ranger | 14x Salesforce Certified
- Role
- Technical Manager at Salesforce
- Location
- Hyderabad, TG, IN
- LinkedIn followers
- 500 followers
About Vivek Kumar
I bring over nine years of experience in enterprise SaaS technical support and customer success, with a strong focus on Tier-3 support, proactive issue management, and operational excellence in always-on environments.My journey at Salesforce has progressed from Technical Support Engineer to Senior Technical Support Engineer, followed by Tier-3 roles within the traditional Tier Model, and subsequently into Swarm Lead and Principal Swarm Lead roles within the Swarming Model. I have supported a wide range of platforms and products, including Core Salesforce, Service Cloud Voice, Digital Engagement, Field Service Lightning, Agentforce, and the Amazon platform, which has given me a deep, end-to-end understanding of complex enterprise ecosystems.I specialize in complex case resolution, team enablement, and cross-functional collaboration, working closely with engineering and product teams to improve platform reliability and delivery effectiveness. I am passionate about building scalable, customer-centric support models that shift teams from reactive problem-solving to predictive, outcome-driven support.
Experience
Technical Manager
Jan 2026 — Present · Hyderabad, IN
Education
Little Angels Public School
High School, Science Stream
2004 — 2005
HMRITM
B.Tech, Electrical & Electronics
2006 — 2010
Ambedkar Institute of Advanced Communication & Research
M.tech, RF & Microwave
2012 — 2014
GGSIPU
Bachelor’s Degree, Electrical and Electronics Engineering
2006 — 2010
Holy Mission Public School
SSC, Mathematics
2002 — 2003
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