Meet Team Openprovider: Sarath

Have you ever been curious to meet the people behind the domains? In this series of blog posts, we are introducing you to various members of our global, fully remote team.

This week, we are introducing you to Sarath (33), who works as a Team Lead in our 2nd line support team.

Tell us something about yourself!

I am Sarath, Team Lead of the wonderful 2nd line support team at Openprovider. I currently reside in the mesmerizing city of Kochi, nestled in the heart of Kerala, India, a state often referred to as “God’s Own Country” for its breathtaking beauty. But there’s more to me than just being in this enchanting location. I wear the hat of a RedHat Certified Engineer, wielding over a decade of experience in the thrilling realms of server administration and web hosting.

In my free time, you’ll find me diving headfirst into captivating crime, mystery, and investigative thrillers. Amongst all, “The Mentalist” has a special place in my heart, as it keeps my adrenaline pumping and my mind racing. But I’m not just a techie and a mystery enthusiast! My taste buds have a life of their own, and I proudly don the title of a bona fide foodie. Exploring new food spots is my quest, and the culinary world is my playground! And in the realm of sports, I’m a devoted follower of cricket, football, and tennis tournaments. Lionel Messi & Rafael Nadal are my favorite players. I get mesmerized by the excitement of the competition and the amazing skills of the players. It’s like an adrenaline rush that I just can’t resist!

What does an average day in your role look like?

In my role, an average day begins by preparing a to-do list and reviewing the 2nd line support queue for any urgent cases. I focus on planning, prioritization, and handling escalated cases, ensuring timely resolutions.

A significant part of my day involves investigating complex issues, reporting bugs to developers, if feasible, devising workarounds, and creating and updating Knowledge Base articles. I also often lend a helping hand to my 1st line colleagues and other teams, addressing their technical questions, locating logs, and exporting data when needed.

When it comes to meetings, I participate in a couple of short daily meetings with my team, where we discuss challenges and daily priorities, strategize our work, and talk about our personal lives. On top of that, I regularly engage in meetings with other teams as well, fostering collaboration and ensuring seamless coordination across departments. This way, I contribute to a smooth and efficient workflow while maintaining high-quality support for our valued customers.

Which achievement (of yourself, your team or the company) are you most proud of?

I am really proud of the fact that with changes in our planning and workflow, we as a team successfully reduced the rate of SLA breaches to less than 10%. This remarkable achievement signifies a significant improvement in our service efficiency and reliability. Furthermore, I take immense pride in our company’s accomplishment of obtaining the ISO 27001 certification. I had the privilege of participating in ISO audits and representing my team during the process. It was a gratifying experience to contribute to the company’s journey towards achieving this prestigious certification.

What are your favorite things about working remotely? And is there something you like less about it?

Working remotely has some wonderful advantages that I truly cherish. One of my favorite things about it is that I have a better work-life balance. I don’t have to deal with the stress of traveling to and from work in busy traffic, which means I can spend more time with my family and loved ones. Being a father of two small kids, remote work allows me to closely watch my kids grow, and that’s something I truly treasure. I get to be present for their special moments and support them as they learn and develop.

However, there is something I miss about working remotely – the opportunity to meet and collaborate with my colleagues in person. There’s a certain joy in working together, bouncing ideas off each other, and building strong connections face-to-face. While remote work has its perks, I do look forward to the occasional chance to meet and work with my colleagues in person again.

What do you like the most about working at Openprovider?

What I like the most about working at Openprovider are the fantastic colleagues I have, the flexibility in my work, and the wonderful work culture that surrounds us. One thing that truly excites me is the chance to collaborate with a diverse and international team. It opens up lots of learning opportunities, and I get to gain valuable insights from different perspectives.

Moreover, I really appreciate the support and encouragement from the management in terms of personal and professional growth. It motivates me to keep improving and reaching new heights in my career journey.

Are you interested in joining our fun, multicultural, and fully remote team? Check out our current job openings here.