Abhishek Reddy
Manager - Product Support
Bangalore,Karnataka
Summary
Dynamic Product Support Leader with over 13 years of experience in driving customer success, optimizing technical support operations, and enhancing global service delivery. Proven ability to build and scale 24/7 support teams, streamline processes, and elevate overall customer experience. Expertise in managing high-impact escalations, implementing automation strategies, and collaborating with cross-functional teams to achieve service excellence. Ready to contribute to a mid-to-senior leadership role within Product Support or Customer Success Operations.
Overview
15
15
years of professional experience
3
3
Certifications
Work History
Manager – Product Support
LeadSquared
06.2022 - Current
- Lead a team of 15 support specialists, ensuring SLA adherence and high customer satisfaction.
- Designed and delivered onboarding & training programs, reducing new-hire ramp-up time by 20%.
- Drove 15% productivity improvement (FY23–24) by setting performance metrics and conducting regular reviews.
- Achieved 95% resolution rate for complex escalations within agreed timelines.
- Launched Telephony integration with service desk, reducing resolution time by 15%.
- Developed support documentation & knowledge base, enabling self-service and reducing ticket volume by 5%.
- Partnered with product & engineering teams to implement feature enhancements and reduce recurring issues.
Senior Test Analyst
UST Global
11.2020 - 03.2022
- Acted as SME for Worksoft Certify, resolving automation issues and guiding QA teams.
- Led automation of Oracle Cloud PLM, improving testing efficiency.
- Managed test planning, execution, and defect tracking; presented progress to stakeholders.
Team Lead – Product Support
SOAIS
05.2012 - 03.2020
- Delivered 24/7 support for enterprise applications and integrations.
- Managed customer escalations, case audits, and SLA compliance.
- Trained new hires, handled client communications, and streamlined support workflows.
- Hands-on with Worksoft tools, SAP Solution Manager, HP ALM, Jenkins, JIRA.
Application Developer
Veriscribe Pvt Ltd
05.2010 - 05.2012
- Developed and supported C# / ASP.NET applications, ensuring client satisfaction.
- Collaborated across teams on healthcare domain projects, enhancing system performance.
- Built a monitoring tool still being used in the company to monitor changes to done to files on a shared folder.
Education
Bachelor of Engineering - Computer Science
Oxford College of Engineering
Bengaluru, India 04.2001 -
High School - High School
Bethany High School
Bengaluru, IndiaSkills
Support Operations Leadership (Chat, Phone & Global 24/7 Coverage)
Escalation Management, Operations management & Customer Success
SLA & KPI Management Process Optimization Telephony & CRM Integrations
Training & Team Development Knowledge Base Management
Support Automation Technical Troubleshooting SaaS, API, SQL, (Worksoft, Oracle Cloud, SAP)
Stakeholder Management Cross-Functional Collaboration
Certification
Worksoft Certified Automation Specialist (SAP)
Timeline
Manager – Product Support
LeadSquared
06.2022 - Current
Senior Test Analyst
UST Global
11.2020 - 03.2022
Team Lead – Product Support
SOAIS
05.2012 - 03.2020
Application Developer
Veriscribe Pvt Ltd
05.2010 - 05.2012
Bachelor of Engineering - Computer Science
Oxford College of Engineering
04.2001 -
High School - High School
Bethany High School