Sanchi Saroha

Led the Global Escalation Team for APJC as Team Lead, managing Cisco TAC escalations for global customers in partnership with APJC TAC. Served as the top-level point of contact across TAC, business units, engineering, sales, operations, and logistics for high-severity issues. Owned critical outage response by coordinating with customer executives and internal engineering/business leaders to restore services quickly for catastrophic outages. Managed Level 2 Sales escalations to unblock long-pending issues and accelerate Sales closures. Orchestrated TAC readiness for major events (e.g., FIFA World Cup, Paris Olympics, Women’s IPL, Cisco Live, Singapore Elections). Owned QBRs and quality audits with structured Excel-based tracking/reporting, created and refined operational documentation for hazard response and catastrophic outage management, and delivered training and mentorship to managers and engineers. Coordinated continuously with Duty Management teams across EMEA and the US on proc

Promoted from Engineer I to Engineer II. Served as Escalation SME and Lead for Smart Licensing on Cisco Catalyst products. Took on increased ownership of complex customer escalations, provided technical training and mentorship to engineers, and contributed to technical interviews and hiring activities while continuing core technical responsibilities for advanced Catalyst switching and escalation workflows.

Resolved complex Cisco Catalyst switching issues for global clients across 1K–9K platforms, covering LAN switching, VLANs, inter-VLAN routing, FHRP (HSRP/VRRP/GLBP), STP/RSTP, VSS, and stacking. Managed TAC service requests across multi-vendor environments and led bridge-call investigations with multiple parties. Drove cross-functional coordination with TAC, business units, and engineering teams to resolve customer technical issues and advised customers on configuration best practices for newly introduced Cisco devices. Performed root cause analysis for outages, filed bugs/defects, delivered technology training, scheduled team availability, and mentored new hires.