Summary
Overview
Work History
Education
Skills
Websites
Certification
Accomplishments
Languages
Regions served
Timeline
Generic

BHAGATH SINGH

Hyderabad

Summary

PMP® and CSM® certified leader with global experience in building strategies, leading high-performing teams, and driving business growth. Proven success as a Product Manager for a Fortune 100 company's web tool, and as a Technical Support Manager, streamlining operations and improving customer satisfaction.

Skilled in stakeholder alignment, escalation management, process optimization, and cross-functional collaboration. Known for fostering inclusive teams, enabling continuous improvement, and delivering measurable impact across support and product functions.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Technical Support Manager | Cloud Support (Industries)

Salesforce Limited
Hyderabad
06.2023 - Current
  • Red Account Ownership: took the lead from the Support team in partnering with Customer Success Managers & Escalation Managers to improve account health by proactively driving improvement initiatives. Regularly tracked and reported Red account status while fostering continuous feedback and collaboration for sustained progress.
  • Top-10 Accounts Management: Analysed case creation trends across top 10 accounts to identify patterns and improvement opportunities. Developed and implemented shift-left strategies while closely collaborating with Account Executives and Solution Architects drive measurable improvements in support efficiency and case volume reduction.
  • AI Strategies & Scope: Analysed end-user utterances and correlated them with top call drivers to identify content gaps. Assessed existing knowledge documentation for relevance and effectiveness, and provided actionable recommendations for improvement and new content creation to enhance self-service and reduce case volume.
  • Team Building & Leadership: Built & led a new Technical Support Team, managing 17 engineers to establish a scalable and high-performing team.
  • Hiring & Onboarding: Oversaw end-to-end recruitment, onboarding and enablement, ensuring seamless integration, quick ramp-up and early productivity.
  • Process Development: Improved core Support Processes, Knowledge Management Practices, Escalation Workflows, Chat Support processes to drive operational excellence and faster issue resolution.
  • Training & Enablement: Created and delivered Structured training programs with the help of SMEs, tracking as an individual project, improving overall team expertise and reducing time to resolve.
  • Collaboration & Engagement: Worked closely with cross-functional team including Product, Engineering, CCE and CIC operations to align support strategies, enhance communication and resolve issues efficiently. Led 3 cloud level initiatives in engineering-support strategy.

Senior Project Manager | Infrastructure Management & Tech Support (IMTS)

LTIMindtree
Bangalore & Redmond
09.2010 - 06.2023
  • Worked as Vendor Product Manager in creating a web tool that registers Major Incident, records its details, publishes the communication, conducts Postmortem, drafts / delivers a PIR [Post Incidents Review] and channels the data to backend DB. Data then transferred to PowerBI for data analytics. Reduced the Incident and communication management time down by 3 folds [45 mins to 15 mins] and increased data accuracy from 65% to >95%.
  • Successfully managed a Tech support Project for non-English speaking Europe client with language translators.
  • Managed end-to-end a wide range of Tech support projects from transitions thru Operations.
  • Successfully managed a ‘Global Communications Management’ project delivering High-Impact incident communications to billions of customers across the world for a top fortune company.
  • Managed end-to-end Program Management track which had 16 highly qualified & tenured program managers managing various operational activities at multiple capacities in parallel.
  • Managed end-to-end an ITIL process Management team from transition thru operations. This team managed Major-incident, Incident, Problem, Change and Integration Management.
  • Managed end-to-end a Migration Project and shown a huge revenue benefit month over month.
  • Managed Operations to the tune of ~130 employees for a Program that had multiple related operational projects.

Team Manager

Sutherland Global Services
Chennai
03.2006 - 09.2010
  • Performed Daily, weekly and monthly calls with clients for service reviews and conducted customer/user satisfaction call-backs/surveys as agreed.
  • Handled high-end escalations as Recovery Manager and recovered customers who were unhappy with the products or services.
  • Point of contact for all Major Customer Recoveries and representing the final stage of escalation for Incidents.
  • Identifying, initiating, scheduling, conducting incident reviews and ensuring the closure of all unresolved incidents and recording end-user confirmation in the Incident.
  • Established continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures were reviewed and enhanced where applicable.
  • Lead transitions for a new site (Visakhapatnam) in the capacity of a Delivery Transitions Manager, worked closely with all the support teams and transitioned successfully.

Team Leader

SCICOM LTD
Bangalore
01.2005 - 02.2006
  • Drive daily muster with all the Supervisors/leads.
  • Analyze previous days’ performance and suggest plan of action on improvement, if any.
  • Closely worked with customer on high-end escalations.
  • Doing analysis on the needs of the customer and ensuring high level of customer satisfaction leading to customer delight.
  • Spearheaded end-to end from planning to fulfilling all activities to achieve ISO certification.
  • Helped to conduct internal audits and drive measures to close NCs.
  • Assist all internal teams to create and update all the required documents.
  • Take onus on overall ISO certification process.

Advanced Support Group (ASG)

HP CCC
Bangalore
01.2004 - 01.2005
  • Handled Tier 2 escalations and got to resolution.
  • Served as a SPOC for Wireless issues and the escalation Point of Contact for all recovery issues.
  • Configuring Wireless Router like Linksys, Net gear, D-Link for DSL & broadband customer.
  • Complete Assistance was provided remotely which was unresolved by the level-1 team.
  • Reviewed ticket status of all Tier 2 incidents.

Education

MBA -

IIBMS
Bangalore
01-2014

D.E.C.E. -

KLNPC
Madurai
01-1998

Skills

  • Tech Support Management
  • Global Communications Management
  • Project management
  • Data analytics
  • Cross-functional collaboration
  • Knowledge management
  • Process improvement
  • Escalation management
  • Customer relationship management

Certification

  • Coaching to be Service Ready (CSP‑M) [2024]
  • Salesforce Certified AI Associate [2024]
  • Product Management [2022]
  • MS Azure Fundamentals | AZ900 [2021]
  • Certified Scrum Master [2017]
  • PMP [2012]
  • ITIL V3 [2009]
  • MCP [2000]
  • HPP C [2004]

Accomplishments

    Outstanding Q1 [May 2025]

    Task Master [Feb 2024]

    A - Team [Nov 2015]

    Partnership Award [Mar 2014]

    Team Spot-on Award [Sep 2011]

Languages

Tamil
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Kannada
Advanced (C1)
C1
Sourashtra
Proficient (C2)
C2

Regions served

  • India
  • USA
  • Netherlands

Timeline

Technical Support Manager | Cloud Support (Industries)

Salesforce Limited
06.2023 - Current

Senior Project Manager | Infrastructure Management & Tech Support (IMTS)

LTIMindtree
09.2010 - 06.2023

Team Manager

Sutherland Global Services
03.2006 - 09.2010

Team Leader

SCICOM LTD
01.2005 - 02.2006

Advanced Support Group (ASG)

HP CCC
01.2004 - 01.2005

MBA -

IIBMS

D.E.C.E. -

KLNPC

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