Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Akshay Shukla

Hardoi

Summary

MBA graduate in Operations from NMIMS and BTech in Computer Science from IMS Ghaziabad, currently serving as Associate Technical Services Manager at LinkedIn. Expertise in monitoring product health, resolving escalations, and enhancing user satisfaction through data-driven strategies. Recent achievements include successful product launch readiness and prioritization of escalations based on user impact. Committed to aligning solutions with organizational objectives and driving continuous improvement across teams. Experienced in managing product services, with a strong emphasis on product management, team leadership and strategic planning.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Associate Technical Services Manager- Product

LinkedIn
Bengaluru
01.2025 - Current
  • Collaborated with Product and Engineering teams to enhance product quality and user satisfaction.
  • Led strategic initiatives for product launches and sunsets, influencing support process improvements.
  • Facilitated sprint planning sessions to align team goals and deliverables.
  • Gathered feedback from stakeholders, customers, and other teams in order to refine product design.
  • Developed and implemented standard operating procedures for service delivery.

Technical Escalation Specialist 2- Product Quality

LinkedIn
Bengaluru
10.2023 - 01.2025
  • Collaborated with engineering teams to identify root causes and implement preventive measures, enhancing overall system reliability.
  • Trained new hires on company policies, systems, and customer service best practices.
  • Researched new technologies that could improve service delivery efficiency.
  • Coordinated with cross-functional teams to ensure successful deployment of projects.
  • Conducted regular assessments of existing systems to identify areas for improvement or replacement.

Technical Escalation Specialist- Product Quality

LinkedIn
Bangalore Urban
01.2022 - 10.2023
  • Maintained detailed records of interactions, leading to a 20% increase in customer satisfaction rates.
  • Maintained a high level of quality assurance throughout the escalation process.
  • Reviewed customer feedback surveys and provided recommendations for improvement.
  • Developed and maintained knowledge base articles for common escalation scenarios.

Assistant Escalation Manager

BirchStreet Systems
Noida
10.2019 - 01.2021
  • Trained staff on effective escalation handling techniques and customer service best practices.
  • Helped coordinate testing to verify quality and usability of new product features.
  • Worked with sales teams to land customer wins in complex deals.
  • Created reports tracking customer escalations, documenting trends and proposing solutions to reduce future occurrences.
  • Conducted weekly audits of closed cases to confirm proper closure protocols were followed.

Escalation Engineer

BirchStreet Systems
Noida
03.2017 - 10.2019
  • Provided advanced technical support as an Escalation Engineer, resolving complex issues escalated from lower support levels.
  • Acted as a liaison between customers and product/engineering teams to ensure seamless communication and issue resolution.
  • Developed troubleshooting documentation that improved response times by 30%, enhancing overall customer satisfaction.
  • Performed system maintenance tasks such as patching servers and upgrading applications, as required.

Education

MBA - Operations Management

SVKM's Narsee Monjee Institute of Management Studies (NMIMS)
Mumbai
01.2023

Bachelor of Technology - Computer Science

Institute of Management Studies (IMS) Ghaziabad
Ghaziabad
05.2017

Skills

  • Service delivery optimization
  • Systems & data analysis
  • Product quality assurance
  • Product lifecycle management
  • Customer relationship management
  • Stakeholder management
  • Team Leadership
  • SQL
  • Agile methodologies
  • User story mapping
  • Product roadmap
  • Strategic thinking

Certification

  • Core Java
  • Teradata Fundamentals

Timeline

Associate Technical Services Manager- Product

LinkedIn
01.2025 - Current

Technical Escalation Specialist 2- Product Quality

LinkedIn
10.2023 - 01.2025

Technical Escalation Specialist- Product Quality

LinkedIn
01.2022 - 10.2023

Assistant Escalation Manager

BirchStreet Systems
10.2019 - 01.2021

Escalation Engineer

BirchStreet Systems
03.2017 - 10.2019

MBA - Operations Management

SVKM's Narsee Monjee Institute of Management Studies (NMIMS)

Bachelor of Technology - Computer Science

Institute of Management Studies (IMS) Ghaziabad

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Akshay Shukla