Abhishek Sajjan

as per resume

Associate Product Support Lead - K12 Techno Services Pvt. Ltd.

• Bengaluru, India (2021-04 - 2026-03) - Owned end-to-end service delivery for 30+ enterprise managed service accounts and 1,000+ users — governing full incident lifecycle from detection through resolution, conducting weekly service reviews, and serving as the escalation authority for all critical incidents across the portfolio - Maintained 100% SLA/KPI compliance for 4 consecutive years with zero breach across 2,500+ monthly tickets — through proactive queue governance, daily ticket aging reviews, and structured escalation tracking that ensured no commitment was missed - Managed critical incident escalations end-to-end — coordinating L1, L2, L3, Engineering, and Operations teams through structured war room approach, maintaining client communication throughout, and producing post-incident reviews with RCA findings within 48 hours of resolution - Led service review meetings with enterprise stakeholders — preparing weekly and monthly service performance decks covering SLA adherence, MTTR, escalation volume, ticket aging, and CSAT trends, with clear improvement actions and owners - Drove escalation reduction by 70% through ITIL-aligned triage frameworks — implementing structured Incident vs Problem vs Change categorisation discipline that reduced noise in L3 escalations and improved overall resolution quality - Coordinated L1, L2, and L3 support operations teams simultaneously — setting prioritisation standards, managing handoffs between tiers, running KT sessions for new team members, and validating operational readiness before go-live events - Drove process improvements and automation initiatives across the support operation — implementing auto-routing rules, SLA trigger automation, and escalation agent workflows that reduced manual overhead and improved first-contact resolution rate by 35% - Built and maintained 100+ SOPs, runbooks, and governance documents — establishing the knowledge base architecture that reduced repeat escalation volume by 40% and cut team ramp-up time from 6 weeks to 3 weeks - Supported risk management and business continuity activities — maintaining operational readiness documentation, conducting periodic risk reviews, and coordinating transition planning for major platform changes - Mentored and led a 23-member support operations team — delivering structured coaching, quality reviews, and performance feedback that improved team delivery efficiency and FCR rate by 35% Tech Support Engineer & Operations Coordinator - BigBasket (Innovative Retail Concepts Pvt. Ltd.) - Bengaluru, India (2020-05 - 2021-03) - Coordinated L1/L2 service delivery across voice, email, and chat — resolving 300+ monthly tickets with 95%+ CSAT using Freshdesk, Zendesk, and Jira with full SLA adherence - Improved first-response time by 25% within 3 months through structured queue prioritisation and escalation governance - Managed major incident coordination between Engineering and Operations — reproducing bugs, documenting RCA, and tracking fix validation through to closure - Built SOPs and runbooks — enabling self-service resolution and reducing repeat escalation volume across the support team

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