manoj kumar

At Acronis, I provide L2/L3 support for global MSP and enterprise customers using Acronis Cyber Protect, resolving complex cloud backup, cybersecurity, and disaster recovery issues across application, configuration, integration, and infrastructure layers. I execute P2V, V2V, and V2P disaster recovery scenarios for critical SQL, Exchange, Oracle, NAS, and Active Directory workloads, validating RTO/RPO compliance and collaborating with Engineering and R&D on reproducible defects and fixes. Previously at Infrascale, I led L2/L3 support for its BDR SaaS platform and managed a team of eight engineers. I maintained 98.3% team CSAT over eight years, earned 100% Customer Satisfaction Awards in 2022 and 2023, and supported global customers across 24/7 rotations. I bring hands-on troubleshooting across Windows, Linux, VMware, Hyper-V, networking, storage, identity, databases, and enterprise SaaS. I also build runbooks and knowledge-base content that improve diagnostic consistency, reduce repeat escalations, and help teams resolve incidents faster.