Enterprise Applications & Technical Support Leader
For 12+ years I've worked on both sides of enterprise technology: with the customers who depend on it, and inside the platforms, identity integrations and workflows that keep it running.
Available immediately · India (IST) · open to relocation and sponsorship abroad. TargetingEnterprise application & technical support, technical account management, technical or service delivery leadership.
Impact at a glance
12+
Years of technology experience
200+
Enterprise accounts supported
200+
SSO/SAML integrations
12K+
Users in the customer environment
50+
Complex incidents monthly
5+
Engineers mentored
Enterprise support
Technical escalations
Workflow improvement
Identity integrations
Stakeholder discovery
Service operations
Engineer enablement
Customer environments
Enterprise support
Technical escalations
Workflow improvement
Identity integrations
Stakeholder discovery
Service operations
Engineer enablement
Customer environments
About
Enterprise application support and technical account leader, 12+ years working both for clients and
directly with customers — across Adobe Acrobat Sign, enterprise identity integrations, service delivery
and workflow automation. I’ve supported 200+ enterprise accounts, delivered 200+ SSO/SAML integrations,
and worked on solutions serving 12,000+ users, owning the customer relationship and the technical work
underneath it. Whether resolving escalations, improving service operations, guiding customers or
implementing solutions, I stay hands-on until it holds up in production.
Customer Engagement
Discovery, technical consultation and expectation management with enterprise customers — from the first requirement through rollout.
Hands-on Technical Work
Investigating and resolving issues directly in enterprise applications, identity integrations and automated workflows.
Service Ownership
Ownership of escalations and service quality: SLA, CSAT, incident management and the process change that follows.
Enterprise Delivery
Supporting enterprise platforms at scale — Adobe and Microsoft 365 environments, identity, integrations and the workflows around them.
What I bring
I can sit with a customer and work through the problem, then stay hands-on until the fix holds. That combination — customer context plus technical execution — is what I bring to enterprise teams.
Enterprise Technology
Supporting and administering enterprise applications — Adobe Acrobat Sign, Microsoft 365 and SharePoint — plus the identity and workflow systems around them.
Customer Engagement
Understanding requirements, explaining technical issues in plain terms, and keeping expectations honest through to resolution.
Technical Troubleshooting
Working incidents and escalations directly — reproduction, logs, identity and configuration faults — then a fix that holds.
Automation & Integration
Power Automate workflows, APIs and webhooks that take manual steps out of enterprise processes.
Solution Consulting & Implementation
Running discovery, shaping the solution and supporting the rollout so customers actually adopt it.
Service Delivery & Enablement
SLA, CSAT, incident management and KCS knowledge work, plus onboarding the engineers who keep it running. On a team of 11 senior support agents closing 500+ cases a month, changes I proposed and the team adopted cut open case aging by half a day and average resolution duration by a full day, quarter over quarter.
Leadership & management
My leadership experience has been technical and mentoring-focused rather than formal line management. It
includes acting as Technical Lead, coaching engineers, onboarding support staff, and owning operational
outcomes. Here are examples across people, technical, operational, and customer leadership.
People Leadership
Mentoring, coaching, onboarding and technical enablement — one-to-one development plans for teams of up to five engineers, and onboarding for 10+ Tier-1/Tier-2 engineers.
Technical Leadership
Leading complex enterprise issues and cross-functional technical initiatives — acting Technical Lead on a 12,000+ user Adobe Acrobat Sign estate, 50+ complex incidents a month.
Operational Leadership
SLA, CSAT, incident management, support operations and process improvement — owned APAC coverage across 200+ accounts.
Customer Leadership
Enterprise stakeholder engagement, discovery, communication and solution ownership — discovery workshops that replaced legacy paper flows with automated e-signature.
Skills & expertise
I learn the systems behind a business problem, bring the right people together, and stay accountable through
resolution and rollout. My experience spans enterprise support, escalations, identity integrations, workflow
improvement, and engineer enablement. The tools below are examples of the environments where I've applied
that approach.
Enterprise applications
Adobe Acrobat Sign
Adobe Acrobat Pro
Adobe Admin Console
Microsoft 365
SharePoint
Integration & automation
Power Automate
REST APIs
Webhooks
SSO / SAML 2.0
Microsoft Entra ID / Azure AD
Okta
ADFS
Solution consulting
Solution design
Requirements analysis
Discovery workshops
Business process re-engineering
Digital transformation
Proof of Concept (PoC)
Leadership & operations
Technical leadership
Team mentoring (up to 5)
Incident management
SLA management
CSAT & KPI coaching
ITSM
Knowledge management (KCS)
Tools and platforms used
Workflow change
Adobe Acrobat Sign · Adobe Acrobat Pro · Adobe Admin Console · AEM Forms (LifeCycle ES2/3/4) · SharePoint · Microsoft 365 · Power Automate · Creative Cloud
Enterprise identity
SSO/SAML 2.0 · Microsoft Entra ID / Azure AD · Okta · ADFS · REST APIs · webhooks
I started in infrastructure and customer support, then moved into enterprise application support, identity integrations, and regional escalations. Over time, I took on more responsibility for leading technical work, improving workflows, and helping other engineers grow.
Enterprise digital transformationContract
Lead Technical Support Consultant — Maharshi Tech Solutions
– · Client: Uniper (Germany)
The customer was still running paper-based signature flows across a 12,000+ user estate. As Technical Lead / Solution Consultant, I ran discovery workshops with enterprise stakeholders, planned the phased rollout, and acted as technical lead on 50+ complex incidents a month across Adobe Acrobat Sign, Adobe Admin Console, Microsoft 365 and SharePoint. The rollout replaced paper flows with automated e-signature, and five Power Automate workflows took over manual steps.
Career break
–
Lead Technical Support Consultant — Adobe Inc., Delhi, India
–
Led APAC support across 200+ enterprise accounts, taking escalations from triage through resolution.
Senior Technical Support Consultant — Adobe Inc., Delhi, India
–
Configured and maintained 200+ SSO/SAML 2.0 integrations via Microsoft Entra ID / Azure AD, Okta and ADFS, delivering enterprise identity rollouts for large customer environments within strict SLA limits.
Technical Support Consultant — Adobe Inc., Delhi, India
–
Handled more than 200 licensing, activation, and deployment cases a month for enterprise Creative Cloud and Acrobat DC customers.
Customer Support Representative — Dimension India Payroll (contracted to Adobe Inc.), Delhi
–
Provided tier-one support for deployment, installation, and enterprise licensing requests from global Adobe customers.
Career break
–
Technical Support Advisor — Teleperformance India, Delhi
–
Promoted to Outbound Escalations Agent (Mar 2015); managed 60+ escalated cases monthly and handled pre-sales and billing queries — early grounding in escalation ownership and customer communication.
Employed by QGS Infotech, which runs the NIIT Education Center franchise. Maintained systems hardware, networks and software provisioning as Center NAS Champion for online examination infrastructure.
Selected case studies
Three examples of enterprise work: the problem, what I did, and the result.
Legacy paper-based signature flows spanning a 12,000+ user enterprise environment.
Approach
Discovery workshops with stakeholders to map signature workflows, then a phased rollout of automated e-signature.
Technology
Adobe Acrobat Sign · Adobe Admin Console · Microsoft 365 · SharePoint · Power Automate
Outcome
Replaced paper-based signature flows with automated e-signature across a 12,000+ user environment. Built five Power Automate workflows and led technical support for 50+ complex incidents per month.
Enterprise identity & SSO at scale
Adobe Inc. · APAC enterprise customers
Challenge
Enterprise single sign-on across mixed identity providers, delivered under strict SLA limits for a large APAC customer base.
Approach
Standardized configuration and maintenance of SSO/SAML 2.0 integrations, with systematic federation troubleshooting at account scale.
Technology
SAML 2.0 · Microsoft Entra ID / Azure AD · Okta · ADFS · Microsoft 365
Outcome
200+ SSO/SAML integrations configured and maintained within strict SLA limits.
Support transformation & engineer enablement
Adobe Inc. · APAC · 200+ enterprise accounts
Challenge
High-volume APAC support across 200+ enterprise accounts, with case aging, resolution speed and knowledge gaps to close.
Approach
Authored 20+ KCS HelpX articles against recurring ticket drivers, ran onboarding for 10+ Tier-1/Tier-2 engineers, and coached teams of 5+ on resolution metrics, CSAT and SLA compliance.
People Management AwardQ2 2023 · Mentoring, coaching and team development
Education
Bachelor of Science (B.Sc.) in Information Technology — Kuvempu University
GNIIT (3-Year Diploma in Software Engineering) — NIIT
Let's solve your next enterprise technology challenge.
The strongest fits are enterprise application or technical support, technical account management, and technical or service delivery leadership — roles where I own both the customer relationship and the technical work behind it. I'm also open to customer success and to solution consulting or implementation work where customer engagement and hands-on problem-solving both matter. If your team needs both, I'd welcome a conversation.
Most recent role
Lead Technical Support Consultant at Maharshi Tech Solutions — available for new opportunities
Location
India · UTC+5:30 (IST) · open to relocation
Work setup
Remote or hybrid · open to remote roles abroad · immediate start
Areas of expertise
Implementing enterprise platforms
Designing solutions from business requirements
Keeping critical applications running
Owning SLAs and service quality
Automating manual workflows
Leading escalations and mentoring engineers
Building adoption with enterprise customers
Growing knowledge into self-service
Open to opportunities in
Primary roles
Enterprise Application Support / Technical Support
