Ravindranath Routhu

Deputy Manager - Technical Support Operations with 9+ years of experience managing high-volume, mission-critical support operations for US and Canada clients across E-commerce, Gig-Tech, Utilities, and Expense Management System (EMS) environments. Proven expertise in escalation management, incident resolution, SLA governance, root cause analysis, customer experience improvement, support process standardization, and operational reporting. Strong people leader with hands-on experience mentoring teams, building automation-driven dashboards, and partnering with product, engineering, vendor, and client stakeholders to restore services and prevent recurrence.

Deputy Manager - Operations at Concentrix - Catalyst (2024-11 – Present)

Project: EMS - Expense Management System

• Manage EMS operations focused on client invoicing, resource procurement, account usage tracking, and expenditure visibility for US and Canada clients.
• Oversee day-to-day technical support operations for expense management workflows involving invoice status, spend tracking, approvals, reporting, and issue resolution.
• Own escalation management and incident tracking for billing-impacting and procurement-impacting issues, ensuring timely follow-up and stakeholder communication.
• Partner with internal technology teams, vendors, and client stakeholders to restore services, validate fixes, and reduce recurrence through RCA-driven actions.
• Monitor SLA, TAT, quality, pending statuses, and client-impact metrics; use dashboards to identify recurring issues and improve operational stability.
• Mentor team leads and analysts in troubleshooting, escalation handling, documentation quality, and professional client communication.

Senior Team Lead - Technical Support Operations at Hexaware Technologies (2021-04 – 2024-10)

Project: Amazon North America - Red Escalations

• Managed Amazon North America Red Escalations, supporting Seattle-based stakeholders in a 24x7 production environment.
• Acted as primary escalation owner, coordinating with engineering, operations, and support teams to resolve high-impact customer issues.
• Conducted detailed root cause analysis for recurring defects, service-impacting exceptions, and process failures.
• Ensured strict adherence to SLA and response-time commitments for critical incidents and priority escalations.
• Built operational dashboards to track escalation trends, severity, aging, response quality, and resolution timelines.
• Led and coached support teams to improve troubleshooting quality, documentation standards, and customer satisfaction.

Senior SME - Vendor Operations (Technical Support) at Concentrix Daksh Pvt. Ltd. (2017-06 – 2021-04)

Project: Uber Wheelz - Vendor Operations Support

• Provided advanced technical and operational support for Uber Wheelz across US, APAC, and ANZ regions.
• Handled complex vendor onboarding issues, system-related tickets, and high-severity escalations.
• Supported platform compliance and operational stability through SOPs, process documentation, and knowledge sharing.
• Collaborated with global stakeholders to ensure uninterrupted service delivery and timely issue closure.

Bachelor of Arts in History & Politics – ISBM University, Chhattisgarh (2020 – 2023)