Experience
Eight chapters across networking, healthcare, infrastructure, identity, fleet technology, managed services and retail. Roles, scope and what changed.
Chalhoub Group
Role and dates: to confirm
Luxury retail sets the customer’s expectation long before anyone reaches support. The work here is making the service layer live up to a brand promise that was made somewhere else entirely — across markets, channels and a very large internal user base.
XOPS
Role and dates: to confirm
Standing up a world-class support and managed-services function from the ground up — operating model, tiering, tooling, SLAs, hiring bar and culture. When nothing exists yet, every default you choose becomes the thing people inherit for years.
Read the CEO’s testimonial →
Motive (formerly KeepTruckin)
Role and dates: to confirm
Replaced a queue-and-escalate model with POD-based ownership and structured swarming, so cases reached the right expertise the first time instead of the third.
Okta
Role and dates: to confirm
Identity sits in front of everything a customer does, which makes every incident a trust event rather than a technical one. Leading support here meant building for precision and for calm under pressure.
Okta team farewell →
VMware / Pivotal
Role and dates: to confirm
With platform and infrastructure products, the customer’s problem is almost never contained in one component. This is where cross-functional ownership stopped being a nice idea and became a requirement.
Riverbed Technology
Role and dates: to confirm
Formal practice, measurable standards, and the TSIA Certified Support Professional I (CSP‑I) credential. This chapter turned instinct into method — and method is what you can actually teach a team.
Blue Cross Blue Shield of Massachusetts
Role and dates: to confirm
Healthcare technology carries a different weight. Downtime is not an inconvenience to be scheduled around — it sits between people and their care.
3Com / HP
Role and dates: to confirm
Enterprise networking, at volume. Where I learned that a customer’s outage is never really a ticket — it is their business standing still, and they can hear whether you understand that.
23 credentials spanning the whole arc — Cisco, Check Point and Microsoft in the networking years; TSIA and Riverbed when support became a discipline; Okta through the identity chapter; and PMP, ITIL v4, AWS and Salesforce AI most recently.
The CV link becomes live once assets/docs/sohail-sarwar-cv.pdf is added.