Sahil Middha

Background

About Sahil Middha

Technical Team Lead | Driving Strategy, Leadership & Operational Excellence Leadership & Team Development: • Leading cross-functional team with a strong focus on performance, mentorship, and delivery excellence. • Developed and implemented career growth plans, regular skill evaluations, and technical coaching programs. • Promoted a culture of accountability, collaboration, and continuous learning. Process Ownership & Optimization: • Spearheaded incident and escalation frameworks, improving TTR (Time to Resolve) and reducing escalations • Established SOPs, playbooks, and documentation standards across NOC/SOC teams to ensure consistency and quality. • Introduced data-driven KPIs to improve visibility and decision-making. 🤝 Client & Stakeholder Engagement: • Representing the tech team in Quarterly Business Reviews (QBRs) and executive syncs. • Driving proactive client engagement through monthly and quarterly strategy meetings. • Ensuring high-impact issue resolution and relationship management with enterprise clients. Growth & Enablement: • Architected a comprehensive training roadmap for new hires and junior engineers. • Designed and maintained knowledge bases and progress trackers to support team scalability. • Conducted regular workshops on critical areas like escalation handling, service delivery, and customer communication