Open to opportunities

Aniket Ghatge

@aniketghatge

Service Delivery and Support Operations leader running global enterprise healthcare support, SLAs, escalations, and incident response.

India

Message

What I'm looking for

I’m looking to run global enterprise support and service delivery—owning SLA governance, escalations, and operational KPIs—while partnering with engineering and stakeholders to improve reliability, backlog, and customer outcomes.

I lead enterprise healthcare technology support operations for global customers at Tech Mahindra, managing multi-channel delivery across phone, chat, email, and ticketing systems.

I act as the primary escalation manager for critical incidents, drive SLA adherence through service performance reviews, and coordinate cross-functional teams to resolve customer-impacting issues.

At Altera Digital Health (Allscripts), I supported global EHR platforms, managed complex incidents with engineering/product/implementation partners, and handled executive-level communication during high-priority outages.

I also improved operational workflows by reducing backlog, building KPI reporting and knowledge resources (SOPs, training materials, and documentation), and mentoring L2/L3 teams and workforce development.

Experience

Work history, roles, and key accomplishments

Current

Team Lead, Service Delivery & Support Operations

Current

Tech Mahindra

Jan 2023 - Present (3 years 7 months)

Lead enterprise healthcare technology support operations serving global customers. Manage multi-channel support delivery and act as primary escalation manager for critical incidents.

Service Delivery Management Incident Management Escalation Management Agile Scrum KPI Tracking Reporting Analytics Team Leadership Healthcare IT

Expert Technical Support Consultant

Altera Digital Health (Allscripts)

Jan 2013 - Jan 2023 (10 years)

Provided enterprise-level support for Electronic Health Record (EHR) platforms used by hospitals globally. Managed complex incidents and coordinated with engineering, product, and implementation teams.

EHR Support Incident Management Stakeholder Communication Process Optimization Knowledge Management KPI Tracking

Subject Matter Expert

Mphasis (HP Company)

Jan 2011 - Jan 2013 (2 years)

Supported enterprise helpdesk operations for Bank of America. Improved first-contact resolution through process improvements and knowledge sharing.

Help Desk Process Improvement Training Quality Assurance Service Improvement

Customer Support Roles

Earlier Experience

Jan 2009 - Jan 2011 (2 years)

Provided customer support services for insurance and financial services clients across US and UK markets. Handled voice and email support while maintaining customer satisfaction and service quality standards.