Kunal Saurabh
About Kunal Saurabh
Kunal Saurabh is a Senior Escalation Engineer at SOTI, where he manages a team of six engineers and leads cloud migration strategies for the EMEA region. He has extensive experience in escalation engineering, having previously worked at Citrix, Applied Materials, and Aircel.
Work at SOTI
Kunal Saurabh holds the position of Senior Escalation Engineer at SOTI, where he has been employed since 2022. In this role, he manages a team of six Escalation Engineers, focusing on auditing cases to maintain case hygiene and addressing technical roadblocks. He conducts weekly tracking and cadence calls for open cases in the EMEA and India regions to ensure effective communication and progress monitoring. Kunal also leads the Cloud Migration Strategy for the EMEA region, utilizing various communication methods such as webinars, emails, and face-to-face meetings to facilitate customer transitions to cloud solutions.
Previous Experience
Prior to joining SOTI, Kunal Saurabh worked at Citrix as a Lead Escalation Engineer from 2015 to 2022 in the Bengaluru Area, India. His earlier experience includes a role as a Mobility Infrastructure Specialist at Applied Materials from 2012 to 2014 in Bangalore, and as a Blackberry Server Engineer at Aircel from 2009 to 2012 in the Chennai Area, India. This diverse background has equipped him with a strong foundation in escalation management and technical support.
Achievements in Technical Initiatives
Kunal has initiated several significant projects aimed at improving technical processes and product quality. He led the XM Cancelled Bugs Initiative, resulting in the creation of 120 Knowledge articles, the addition of 12 detection rules to the XenMobile Analyzer tool, and 13 detection rules to Plugin. Additionally, he contributed to the development of 22 new product features for XenMobile. Kunal also drives the XM Product Management initiative, focusing on enhancing product quality through open and hot enhancements.
Leadership and Management Skills
In his current role, Kunal demonstrates strong leadership and management skills. He effectively manages a team of Escalation Engineers and implements Account Consolidation strategies to handle Critical/Red Accounts more efficiently. His proactive approach aims to provide support that prevents management escalations. Kunal plays a key role in streamlining Escalation and Engineering war rooms, addressing and resolving stuck issues on a weekly basis, which contributes to improved operational efficiency.
Education and Early Career
Kunal Saurabh studied at Holy Cross School, where he laid the groundwork for his future career in technology and engineering. His early career began as a Blackberry Server Engineer at Aircel, followed by roles that expanded his expertise in mobility infrastructure and escalation management. This educational background and early experience have been instrumental in shaping his professional trajectory.