Ankit Verma

Technical Support | DLT, SMS Delivery & Client Engagement

As Deputy Manager – Technical Support at Sinch, I lead the end-to-end operations of the SMS Support function, managing L1 technical support and driving enterprise communication solutions across CPaaS channels including SMS, WhatsApp, RCS, Email, Campaigns, and AI-powered Salesforce CRM. I focus on operational excellence, service reliability, automation, client experience, and proactive incident resolution through strong cross-functional collaboration.

• Lead L1 Technical Support operations, ensuring effective case management, SLA adherence, prioritization, productivity, and escalation handling.
• Drive strategic initiatives focused on process optimization, automation, operational efficiency, and service availability.
• Manage the complete DLT lifecycle, including PE/TM binding, template and keyword configuration, testing, hash validation, and regulatory compliance.
• Troubleshoot domestic and international SMS delivery issues, including OTP and transactional traffic, delivery failures, routing issues, and operator-specific errors.
• Manage VMN/Pull Services, DLR analysis, repush requests, and delivery-related client requirements.
• Coordinate DR-DC switchover activities with NOC and internal technical teams to ensure service continuity and minimize business impact.
• Handle high-priority client escalations involving APIs, templates, headers, campaigns, routing, configurations, and delivery failures.
• Provide technical guidance and knowledge transfer on platforms including DLT (VIL), Mesoka, Pinch, Smart TA, and Admin Zone.
• Collaborate with telecom operators, Engineering, NOC, Product, DLT, and Global Support teams to investigate and resolve complex technical incidents.
• Support clients with Meta-compliant template submissions, webhook configuration, opt-in/opt-out workflows, and API endpoint validation using Postman.
• Perform detailed analysis of delivery performance, routing logic, DLRs, error codes, and failure patterns to identify improvement opportunities and increase message delivery success rates.
• Design, configure, and test interactive campaign experiences, including cards, CTAs, and carousels, ensuring alignment with Google RBM and Meta platform standards.
• Manage email delivery and whitelisting activities, troubleshooting SMTP, IP, relay, domain, and reputation-related delivery issues across UAT and Production environments.
• Coordinate with clients and internal teams to resolve domain-level delivery failures, IP reputation issues, relay configuration, and whitelisting requirements.
• Support live campaign testing, webhook validation, endpoint testing, and engagement-performance reporting.
• Implemented AI-driven case routing, NLP-based automation, context-aware agent handovers, and workflow automation to improve support efficiency.
• Developed and maintained Salesforce dashboards, SLA trackers, case-aging reports, and operational performance reports, providing visibility into KPIs such as AHT, CSAT, FTR, SLA adherence, and deflection rates.
• Designed round-robin assignment logic, automated workflows, routing mechanisms, and escalation processes for omnichannel support operations.
• Developed SOPs and Knowledge Base content to standardize troubleshooting, improve first-contact resolution, and accelerate agent productivity.
• Leverage Salesforce knowledge across objects, data structures, APIs, integrations, case management, workflows, and escalation frameworks to support technical and operational requirements.

Salesforce Classic & Lightning | Smart TA Portal | Mesoka | WhatsApp Business API | RCS | Email Gateway | Admin Zone | Casper | Pinch

Salesforce | Kibana | JIRA | Postman | SFTP | DLT Portals (Airtel, VIL)

Technical Support & Troubleshooting | DLT Compliance | SMS Delivery & Routing | Salesforce Automation & Reporting | AI/CRM Automation | API & Webhook Integration | Template Configuration & Testing | International Routing | Operator Troubleshooting | Email Delivery & IP Whitelisting | Campaign Testing | DLR Analysis | VMN/Pull Services | Incident & Escalation Management | SLA Management | Reporting & Analytics | Process Automation & Improvement

• Established clear communication channels to ensure timely information exchange between team members and stakeholders.
• Facilitated decision-making processes through open dialogue and consensus-building techniques within the group.
• Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
• Streamlined workflows to increase efficiency, reducing turnaround times for critical tasks.
• Shortlisted candidates to address attrition backfill requisitions.
• Trained associates and delivered batch throughput, consistently achieving 100% target.
• Supervised new joiners' On-Job Training (Day 1 to Day 7), ensuring their productivity and quality.
• Arranged TNI sessions based on monthly quality scores for underperforming associates, ensuring their improvement.
• Coordinated with the product team to disseminate new updates to associates, while also suggesting updates to the SOP based on new ideas.
• Promoted a healthy process understanding among associates and leads through regular PKT sessions to minimize errors and customer escalations.
• Collaborated with programmers, engineers, and management to identify process improvement opportunities, propose system modifications, and develop data governance strategies.
• Prepared final analysis reports for stakeholders to facilitate data-driven decision-making based on various facts and trends.
• Managed relationships with three vendors (DR IT Jaipur, DR IT Mohali, ICCS Mysore), monitoring their FRT, pendency, quality, training, attrition, cost management, customer satisfaction, risk reduction, and reporting. Initiated the "new ideas" project involving associates, leads, and vendors.
• Evaluated team member performance and productivity, provided feedback, and implemented corrective actions.
• Created and managed project plans, timelines, and budgets.
• Utilized automated tools to extract data from various sources.

• Shortlisted candidates to fill vacancies due to attrition.
• Trained associates and achieved 100% batch throughput targets.
• Supervised On-Job Training for new associates (Day 1 to Day 7), ensuring their productivity and quality standards.
• Organized TNI sessions based on monthly quality scores to improve underperforming associates.
• Coordinated with the product team to communicate updates to associates, and suggested SOP improvements based on new ideas.
• Fostered a healthy understanding of new processes and daily scenarios among associates and leads through regular PKT sessions, minimizing errors and customer escalations.
• Collaborated with programmers, engineers, and management to identify process improvement opportunities, propose system modifications, and develop data governance strategies.
• Prepared final analysis reports for stakeholders, facilitating data-driven decision-making based on various facts and trends.
• Managed relationships with three vendors (ICCS Mysore, Fusion Durgapur, DR IT Jaipur), monitoring FRT, pendency, quality, training, attrition, cost management, customer satisfaction, risk reduction, and reporting. Initiated the "new ideas" project involving associates, leads, and vendors.
• Evaluated team member performance and productivity, provided feedback, and implemented corrective actions.
• Created and managed project plans, timelines, and budgets.
• Utilized automated tools to extract data from various sources.

• Identified and resolved complex issues using advanced analytical and troubleshooting strategies.
• Developed work plans in alignment with stakeholder requirements.
• Trained and supported new team members, fostering a collaborative culture.
• Applied fresh perspectives and analytical strategies to quickly resolve problems.
• Managed customer relations through effective communication and helpful interactions.
• Worked with four vendors (iEnergizer, Aegis, TBSS, Convergence), monitoring their FRT, pendency, quality, training, attrition, cost management, customer satisfaction, risk reduction, and reporting. Initiated the "new ideas" project involving associates, leads, and vendors.
• Designed strategic plans for component development practices to support future projects.
• Conducted training and mentoring to enhance team productivity, accuracy, and commitment to friendly service.

• Assisted the Process Head in supervising daily operations, ensuring billing targets were met.
• Managed daily delivery and quality assurance, coordinating with teams to resolve customer queries and complaints.
• Implemented process improvements to enhance efficiency and customer satisfaction.
• Analyzed performance metrics and generated reports for strategic decision-making.
• Developed and maintained SOPs to ensure service consistency and quality.
• Collaborated with cross-functional teams to streamline processes.
• Provided training and mentorship to team members, fostering continuous learning.
• Ensured compliance with industry standards and internal policies.

• Managed enrollments, changes, deletions, updates, and EOI analysis, handling client queries and requested operations in the insurance sector via Zeus Desktop software.
• Addressed operational issues and concerns promptly.
• Supervised the team to ensure delivery of customer services and meeting client expectations.
• Generated operational reports for management as required.