Ankit Shinde
@ankitshinde
I lead global AI-enabled technical support operations that improve customer experience, escalation management, and service performance.
IndiaWhat I'm looking for
At ServiceNow, I lead technical support delivery and customer experience across multiple regions for a high-complexity enterprise SaaS product. I manage Support Engineers through Senior Staff engineers, lead critical escalations, and own performance across CSAT, sentiment, resolution time, SLOs, backlog health, and case quality.
I've built AI-enabled support operating models using case summaries, sentiment-led risk detection, knowledge discovery, manager notifications, and human-in-the-loop controls. My ServiceNow business case targeted a 25% reduction in escalations, an 8% CSAT improvement, and 12 manager hours reclaimed each week.
Previously, I led 24x7 Salesforce Sales Cloud support, delivered 4.75/5 average CSAT, and maintained SLA performance across 600+ monthly cases. Across Columbus, HCL Technologies, Worldpay from FIS, and Genpact, I've led global operations, major incidents, service governance, automation, customer recovery, and talent development.
Experience
Work history, roles, and key accomplishments
Accountable for technical support delivery, quality, and customer experience across multiple regions, managing a mixed team of support engineers. Leads high-severity escalations, AI-enabled support initiatives, and operational scorecards.
Led a 24x7 team of technical support engineers for Salesforce Sales Cloud, achieving high CSAT and productivity. Managed queue governance, escalations, and talent development.
Manager, IT Operations - Microsoft Dynamics 365 ERP
Columbus A/S
Sep 2017 - Jan 2023 (5 years 4 months)
Led a global IT operations organization delivering Microsoft Dynamics 365 ERP managed services in a 24x7x365 model across five countries. Sustained high SLA attainment and acted as executive escalation point.
Drove service delivery excellence for US and European customers using ITIL and governance frameworks. Managed client relationships and led corrective-action tracking.
Service Management Analyst
Worldpay from FIS
Sep 2012 - Aug 2015 (2 years 11 months)
Chaired CAB meetings and coordinated major incidents in a regulated payment environment. Supported BMC Remedy implementation and PCI DSS audit readiness.
Created requirements and process designs for ITSM initiatives. Managed payroll-process incidents and SLA adherence.
Education
Degrees, certifications, and relevant coursework
Indian Institute of Management Kozhikode
Professional Certificate Programme in Strategic Management, Strategic Management
2025 - 2026
Professional Certificate Programme in Strategic Management from IIM Kozhikode, 2025-2026.
Birla Institute of Technology and Science, Pilani
MBA, Business Administration
2021 - 2023
MBA from BITS Pilani, 2021-2023.
Rajiv Gandhi Proudyogiki Vishwavidyalaya
Bachelor of Engineering, Engineering
2003 - 2007
Bachelor of Engineering from RGPV University, Bhopal, 2003-2007.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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