Shalabh Gangwar
Gurgaon
Summary
Results-driven Tech Lead Manager with expertise in technical leadership, risk assessment, and project management. Led L3 engineers to resolve complex issues and collaborated with stakeholders to enhance customer satisfaction and operational efficiency. Excelled in cross-functional collaboration, driving initiatives that promote self-sufficiency and continuous learning.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Tech Lead Manager
Concentrix
Gurgaon
09.2025 - Current
- Led technical leadership by managing all L3 engineers across diverse technologies within the Windows Commercial line of business, ensuring seamless support and resolution of complex issues.
- Mitigated escalations through collaboration with Customer Success Account Managers (CSAMs) to identify risks, resolve challenges, and uphold customer satisfaction.
- Drove performance reviews through weekly connects with Service Delivery Managers (SDMs), analyzing team performance, identifying improvement areas, and resolving operational challenges.
- Enhanced strategic leadership by collaborating with senior leaders to implement initiatives that improve team efficiency, decrease reliance on in-house Microsoft teams, and promote self-sufficiency.
- Communicated complex technical information in clear, easy-to-understand ways, aiding swift resolution of service user issues.
- Managed diverse technical projects through process change, improvements and roll-outs.
- Cultivated a culture of continuous learning within technical team, driving innovation and enabling professional growth.
Assistant Manager
Concentrix
Gurgaon
05.2020 - 09.2025
- Managed team by overseeing performance evaluations, recruiting, training, and goal-setting, ensuring consistent achievement of productivity, quality standards, and service-level agreements.
- Improved performance monitoring through regular evaluation of cases and calls, conducting one-on-one coaching sessions with engineers to address challenges, and facilitating weekly client discussions to align on performance and customer expectations.
- Facilitated career development by clarifying goal-setting, supporting career growth, documenting operational changes, and promoting continuous improvement through effective coaching and counselling.
Support Engineer - Sr Escalation Engineer
Concentrix
06.2016 - 05.2020
- Managed global escalated cases, collaborating with multilingual support teams and engaging with engineering teams to resolve bugs, provide workarounds, and enhance application performance.
- Delivered advanced technical support for Microsoft Office, Windows OS, and related applications across both Windows and Mac platforms, resolving installation, activation, and troubleshooting issues including Word, Excel, Outlook, OneDrive, and printer connectivity.
- Troubleshot error codes, sign-in problems, and system-level issues to ensure customer satisfaction, while identifying flaws to contribute to product enhancements.
Education
B Tech - Electronics and Communication
JSS Academy of Technical Education
Noida, UP01-2015
Skills
- Project management
- Technical leadership
- Risk assessment
- Process improvement
- Cross-functional collaboration
- Technical communication
- Team performance management
Certification
- COPC® High Performance Management Techniques Certified Professional Manager from United Latino Students Association!
Timeline
Tech Lead Manager
Concentrix
09.2025 - Current
Assistant Manager
Concentrix
05.2020 - 09.2025
Support Engineer - Sr Escalation Engineer
Concentrix
06.2016 - 05.2020
B Tech - Electronics and Communication
JSS Academy of Technical Education