2025-02-28 –, Swami Vivekananda Auditorium
Modern software development demands more than just functional code—it requires systems that are intuitive to maintain, debug, and support. This session introduces a transformative approach: embedding the needs of customer-facing roles like Support Engineers, SysAdmins, DevOps, and SREs directly into the software development lifecycle. By prioritizing supportability and debuggability from the ground up, organizations can deliver tools and systems that not only enhance usability but also simplify long-term maintenance.
We’ll explore the tangible benefits of this mindset across Customer Experience (CX), Product Experience (PX), and Associate Experience (AX), showcasing how this approach improves satisfaction, efficiency, and collaboration.
Attendees will gain actionable insights into incorporating support-first thinking into every stage of development—from design to deployment. Through real-world examples and proven strategies, this session will equip developers to create products that thrive in the hands of users and support teams alike, setting a new standard for seamless software operations.
Intermediate - attendees should be familiar with the subject
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High-energy, focused, IT professional with 25 years of experience in Technical Support, System/Server
Administration and Training -
Leading an OpenShift Application Platform Engineering team in APAC focusing on areas like certificate management, secrets management, key management, Workload Identify Management as well as delivering customer-focused features and bug fixes on OpenShift Container Platform, a Kubernetes distribution.
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Expertise in extending high-end technical support on Red Hat Enterprise Linux, Management & Automation (Satellite, Ansible) and ensuring high operational efficiency, rendering services as an escalation gate to resolve critical issues of the team members
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Experienced at Operational Excellence Management, client communication & interaction, training & performance management, predictive analysis, consulting, escalation management, risk analysis and project execution
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Experience in enhancing network systems & provisioning support for system engineering activities entailing mapping business processes, studying workflow to design technical solutions, and enhancing competitive advantage
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Skilled People Manager, guided cross-functional & multi-cultured teams remote and local, undertook people development function, monitored overall functioning of processes, identified improvement areas and implemented adequate measures to maximize output using motivational leadership
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Extensive experience in managing technical and non-technical teams across the APAC region.