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, customer success, solution consulting and implementation, 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 a single enterprise 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, with 12+ years across Adobe Acrobat Sign,
enterprise identity integrations, service delivery and workflow automation. I have supported 200+
enterprise accounts, and I stay hands-on whether the work is an escalation, a service improvement, a
customer conversation or an implementation. What I care about is whether it still holds up in production.
Customer Engagement
Discovery, technical consultation and expectation management with enterprise customers, from the first requirement to 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, including the process changes that follow.
Enterprise Delivery
Supporting Adobe and Microsoft 365 platforms at scale, along with the identity, integrations and workflows around them.
What I bring
I can sit with a customer and work through the problem, then stay hands-on until the fix is in place. That combination is what I bring to enterprise teams: customer context plus technical execution.
Enterprise Technology
Supporting and administering Adobe Acrobat Sign, Microsoft 365 and SharePoint, along with the identity and workflow systems around them.
Customer Communication
Understanding requirements, explaining technical issues in plain terms and keeping expectations honest through to resolution.
Technical Troubleshooting
Working incidents and escalations directly, through reproduction, logs, identity and configuration faults, and staying on them until service is restored.
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 delivered cut open case ageing 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.
People Leadership
Mentoring, coaching and technical enablement, including one-to-one development plans for teams of up to five engineers and induction for 10+ Tier-1/Tier-2 engineers.
Technical Leadership
Leading enterprise issues and cross-functional technical initiatives. As acting Technical Lead on a 12,000+ user Adobe Acrobat Sign estate, I handled 50+ complex incidents a month.
Operational Leadership
I owned APAC coverage across 200+ accounts, including SLA, CSAT, incident management, support operations and process improvement.
Customer Leadership
Enterprise stakeholder engagement, communication and solution ownership, including the discovery work that replaced paper-based signature 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 where I have done that work.
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 five)
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 acting Technical Lead and solution consultant on the account, I ran discovery workshops with enterprise stakeholders, planned the phased rollout and led technical support for 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 while meeting strict SLAs.
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-1 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 in March 2015. Managed 60+ escalated cases a month and handled pre-sales and billing queries.
Paper-based signature flows across 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
Automated e-signature replaced the paper process across the 12,000+ user environment. Five workflows built in Power Automate took over manual steps, and I led technical support for 50+ complex incidents a month.
Enterprise identity & SSO at scale
Adobe Inc. · APAC enterprise customers
Challenge
Enterprise single sign-on across mixed identity providers for a large APAC customer base.
Approach
Standardised configuration and maintenance of SSO/SAML 2.0 integrations, and handled federation issues systematically across accounts.
Technology
SAML 2.0 · Microsoft Entra ID / Azure AD · Okta · ADFS · Microsoft 365
Outcome
200+ SSO/SAML integrations configured and maintained while meeting strict SLAs.
Support transformation & engineer enablement
Adobe Inc. · APAC · 200+ enterprise accounts
Challenge
High-volume APAC support across 200+ enterprise accounts, with case ageing, resolution speed and knowledge gaps to close.
Approach
Authored KCS HelpX articles on the issues that kept generating tickets, onboarded Tier-1/Tier-2 engineers and coached teams 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
Tell me what is not working, and I will tell you how I would approach it.
Most of my work comes down to the same thing: staying with a problem until it is fixed, and until the customer trusts the fix. If that is the gap on your team, I would be glad to talk it through.
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
Turning recurring issues into self-service articles
Open to opportunities in
Primary roles
Enterprise Application Support / Technical Support
