Support an engineering leader with 10+ years of experience building and running high-performing technical support organizations in cloud-native, distributed environments. Proven expertise in incident management, SLA-driven support, customer escalations, Linux-based tooling, cloud infrastructure, and team leadership. Known for combining strong technical judgment with calm, customer-focused execution under pressure.
Hi, I’m
Manish Nagah
Toronto,ON
Summary
Overview
13
years of professional experience
4
Certifications
Work History
Vega AcademyToronto, Ontario
IT Consultant
07.2025 - Current
Job overview
- Provide front-line and escalated technical support via ticketing, email, chat, and phone channels.
- Monitor system alerts related to performance, outages, and resource utilization.
- Diagnose and resolve issues using command-line tools, logs, and monitoring dashboards.
- Ensure incidents are logged, prioritized, and resolved within defined SLAs.
- Identify recurring issues, and contribute to problem management and permanent fixes.
CventToronto, Ontario
Principal, Application Support
08.2023 - 09.2024
Job overview
- Led global application support operations, managing a team of over 100 support engineers.
- Owned customer escalations, ensuring timely resolution, and high satisfaction.
- Defined and tracked KPIs related to response time, resolution time, and service quality.
- Acted as an escalation point between the support, engineering, and product teams.
- Guided teams through incident response, root cause analysis, and post-incident reviews.
- Drove improvements in monitoring, documentation, and support workflows
Ocrolus
Application Support Team Lead
05.2019 - 07.2023
Job overview
- Managed daily operations of a multi-tier technical support team.
- Ensured SLA compliance across incident, service request, and change workflows.
- Coordinated system upgrades, releases, and platform changes.
- Analyzed operational data to improve reliability and customer experience.
- Mentored engineers on troubleshooting, communication, and escalation handling.
FifthNote
Application Support Engineer
11.2017 - 05.2019
Job overview
- Resolved complex technical issues across distributed applications.
- Used logs, metrics, and CLI tools to diagnose performance and stability issues.
- Participated in code reviews and deployment readiness checks.
- Performed root cause analysis and implemented long-term fixes.
BLOM IT Services
Consultant
08.2016 - 09.2017
Job overview
Eclerx
Analyst
12.2014 - 06.2016
Job overview
K.E. Security Solutions
Computer Network Technician
01.2013 - 10.2014
Job overview
Education
International Business UniversityToronto, ON
MBA from Technology, Innovation & Entrepreneurship
University Overview
PTUIndia
Bachelor of Technology from Electronics And Communications Engineering
University Overview
Skills
- Linux-based systems and CLI troubleshooting
- Technical support operations and escalation management
- Cloud platforms (AWS) and orchestration (Kubernetes)
- Incident, problem, and change management (ITIL, Agile), CRM tools
- Ticketing tool (PagerDuty, JIRA, Zendesk, ServiceNow)
- Observability and monitoring (Grafana, Splunk)
- Databases (PostgreSQL, MSSQL)
- Open-source tooling (GitHub, Git-based workflows)
- Customer-focused support delivery
- KPI ownership and continuous improvement
- Team leadership, hiring, and development
Certification
Google Analytics
Timeline
IT Consultant
Vega Academy
07.2025 - Current
Principal, Application Support
Cvent
08.2023 - 09.2024
Application Support Team Lead
Ocrolus
05.2019 - 07.2023
Application Support Engineer
FifthNote
11.2017 - 05.2019
Consultant
BLOM IT Services
08.2016 - 09.2017
Analyst
Eclerx
12.2014 - 06.2016
Computer Network Technician
K.E. Security Solutions
01.2013 - 10.2014
International Business University
MBA from Technology, Innovation & Entrepreneurship
PTU
Bachelor of Technology from Electronics And Communications Engineering