Parichay Khurana
Hyderabad
Summary
Accomplished Senior Developer Support Engineer and Sev1 Taskforce Lead with over 4 years of high-impact experience at Salesforce and an overall IT experience of 7 years, specializing in mission-critical incident management across the EMEA and India regions.
A graduate of the prestigious 'Accelerate' Management Program, I have successfully transitioned from a technical subject matter expert to a strategic leader, focused on situational leadership, operational excellence, and team development. My tenure is defined by leading cross-functional teams through complex technical crises, where I have consistently balanced rapid resolution with clear Customer/Stakeholder communication.
I hold a robust portfolio of 8+ Salesforce certifications, including Agentforce Specialist and Data Cloud Consultant, ensuring a deep architectural understanding of the platform's future.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Developer Support Engineer
Salesforce
01.2022 - Current
- Critical Incident Leadership: Spearheaded the EMEA/India Sev1 Taskforce since the program's inception about 2.5 years ago, managing the end-to-end responses for Severity 1 critical issues under the Success Plan (Standard, Premier,Premier+) .
- P&T Domain Expertise: Directed all Sev1 assignments across diverse P&T domains, including but not limited to Sales-Developer, Managed Packages, Flows, and Security, Feature Activations , Email Delivery & Desktop , etc ensuring expert resource alignment for complex technical crises.
- Strategic Incident Orchestration: Managing over 1,300+ Sev1 cases monthly, overseeing precise assignments, resolution paths, and the strategic involvement of Product, Cross-Functional, and Critical Incident Centre (CIC) teams.
- Escalation Suppression & Quality Control:
Maintained an exceptional less than 1% (0.923%) escalation rate (resolving 1,288 out of 1,300 monthly cases without intervention), demonstrating elite-level technical autonomy and de-escalation mastery. - Stakeholder Bridge Management: Daily engagement with the Critical Incident Centre (CIC) and hopping on high-stakes internal bridge calls with Support, R&D, and Account Executives to protect revenue for business-impacted accounts.
- Global Continuity Operations: Led 24/7 Global Handover (GHO) calls across APAC, IST, and AMER regions on daily basis, ensuring seamless technical continuity and zero-gap support for all customers with high impact.
- Enterprise Client Advocacy: Managed high-priority cases for flagship clients including EF Language Learning, Sitetracker INC, Origin Energy, Bajaj, Kotak, etc delivering swift resolutions to stabilize business-critical operations.
- Team Growth & Integration: Led comprehensive training sessions for new hires, leveraging my expertise to ensure the seamless integration of engineers into the high-pressure Developer Support environment.
Senior Systems Engineer
Infosys Ltd.
01.2019 - 01.2022
- Core Banking Development: Delivered high-impact customizations for Finacle Core and Digital Engagement Suites, leveraging Java and proprietary scripting to extend banking functionality for retail and corporate modules.
- API & Middleware Integration: Architected and maintained complex inbound/outbound web services using Finacle Integrator (FI) and Connect24, ensuring seamless data parsing and secure third-party system interoperability.
- System Lifecycle Management: Managed the end-to-end SDLC, including rigorous debugging, environment-specific code migration, and the deployment of mission-critical Finacle patches.
- Cross-Functional Collaboration: Partnered with infrastructure specialists and business analysts to translate complex regulatory requirements into high-availability technical solutions for global banking clients.
- Technical Consulting: Acted as a technical bridge between development teams and stakeholders, conducting comprehensive application demonstrations and ensuring system performance met sub-second transaction latency standards.
Education
Bachelor of Technology - Information Technology
SRM University
Chennai, India01.2019
Skills
Tools & Frameworks
- Apex, LWC, Aura, Platform Events, Change Data Capture, Bulk API, REST/SOAP, Data Cloud ,SSO/MFA,
- Agentforce
- Devops
- Git/GitHub
Management & Strategy
- Sev1 Taskforce Leadership
- Crisis & Incident Management (Sev1)
- Operational Strategy ( Accelerate Program Graduate)
- Team Mentorship & Coaching
- Stakeholder Engagement
Accomplishments
- Spearheaded the EMEA/India Sev1 Taskforce for 2.5 years, orchestrating the resolution of mission-critical outages for Customers/ Account Executives/CSM.
- Won Quarterly award in the very first nominations under "Customer Hero" category in Sanjeev Balakrishnan org .
- Graduate of "Accelerate" Management Program 2025 .
- Delivered several training sessions to engineers in development topics to upskill them and include them in the main Sevl Taskforce Team.
- Selected as an interview panel to take technical rounds of interview for the same role.
- Achieved Three Star Ranger Rank.
Certification
- Al & Data: Certified Agentforce Specialist, Certified Al Associate, Certified Data Cloud Consultant.
- Implementation: Certified Sales Cloud Consultant.
- Development & Design: Certified Platform Developer I (PDI), Certified Platform App Builder.
- Administration: Certified Platform Administrator,
Certified Platform Foundations. - Accelerate Program Graduate 2025
Languages
English
Advanced (C1)
Hindi
Advanced (C1)
Punjabi
Upper intermediate (B2)
Timeline
Developer Support Engineer
Salesforce
01.2022 - Current
Senior Systems Engineer
Infosys Ltd.
01.2019 - 01.2022
Bachelor of Technology - Information Technology
SRM University