# Ankit Shinde

Ankit Shinde is a remote worker on Himalayas, Senior Manager, Technical Support Management at ServiceNow, based in India.

Source: https://himalayas.app/@ankitshinde

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I lead global AI-enabled technical support operations that improve customer experience, escalation management, and service performance.
```

| Detail | Value |
| --- | --- |
| Availability | Open to opportunities |
| Location | India |
| Authorized to work in | India |
| Job categories | Technical Support Manager, IT Operations Manager, Service Delivery Manager, Customer Experience Manager |
| Skills | Technical Support, Service Management, Enterprise SaaS, CRM, ERP, Payment Technology, AI, Agentic AI, Generative AI, Prompt Engineering, Human In The Loop (HITL) Governance, Customer Experience, CSAT, NPS, Sentiment Analysis, Escalation Management, Workforce Planning, Capacity Planning, Global Delivery Support, 24x7 Operations, Follow The Sun Operations, SLOs, SLA, Backlog Management, Major Incident Management, Change Management, People Leadership, Hiring, Coaching, Talent Development, ServiceNow, Salesforce, Salesforce Sales Cloud, Microsoft Dynamics 365, SupportLogic, BMC Remedy, Excel, Tableau, ITSM, Advanced Work Assignment (AWA), AI Search, Now Assist, Moveworks, Microsoft Teams, ITIL, Quality Assurance, PCI DSS, ISO 9001, Salesforce Administration |

## What I'm looking for

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I'm looking to lead global technical support or service operations where I can improve customer outcomes, scale AI-enabled workflows, develop teams, and turn operational data into measurable business impact.
```

## About

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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

### Senior Manager, Technical Support Management (current)

[ServiceNow](https://himalayas.app/companies/servicenow). Sep 2024 - Present

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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.
```

Skills: ServiceNow, AI, GenAI, Agentic-AI, CSAT, SLOs, Escalation-Management, Workforce-Planning, Team-Leadership, Support-Operations

### Manager, Technical Support Engineering

[Salesforce](https://himalayas.app/companies/salesforce). Jan 2023 - Sep 2024

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Led a 24x7 team of technical support engineers for Salesforce Sales Cloud, achieving high CSAT and productivity. Managed queue governance, escalations, and talent development.
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Skills: Salesforce, Sales-Cloud, SupportLogic, AI, CSAT, SLA, Team-Leadership, Case-Management

### Manager, IT Operations - Microsoft Dynamics 365 ERP

Columbus A/S. Sep 2017 - Jan 2023

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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.
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Skills: Microsoft-Dynamics-365, ERP, IT-Operations, SLA, Incident-Management, Change-Management, Problem-Management, ITSM

### Deputy Manager, Service Delivery

[HCL Technologies](https://himalayas.app/companies/hcltech). Aug 2015 - Aug 2017

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Drove service delivery excellence for US and European customers using ITIL and governance frameworks. Managed client relationships and led corrective-action tracking.
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Skills: ITIL, Service-Delivery, Quality-Assurance, Client-Management, Incident-Management, Change-Management

### Service Management Analyst

Worldpay from FIS. Sep 2012 - Aug 2015

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Chaired CAB meetings and coordinated major incidents in a regulated payment environment. Supported BMC Remedy implementation and PCI DSS audit readiness.
```

Skills: ITIL, Change-Management, Incident-Management, BMC-Remedy, PCI-DSS, CAB

### Senior Associate, IT Service Management

[Genpact](https://himalayas.app/companies/genpact). Jan 2008 - Apr 2011

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Created requirements and process designs for ITSM initiatives. Managed payroll-process incidents and SLA adherence.
```

Skills: ITSM, Process-Design, SLA, Incident-Management, Requirements-Analysis

## Education

### Indian Institute of Management Kozhikode

Professional Certificate Programme in Strategic Management, Strategic Management. 2025 - 2026

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Professional Certificate Programme in Strategic Management from IIM Kozhikode, 2025-2026.
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### Birla Institute of Technology and Science, Pilani

MBA, Business Administration. 2021 - 2023

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MBA from BITS Pilani, 2021-2023.
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### Rajiv Gandhi Proudyogiki Vishwavidyalaya

Bachelor of Engineering, Engineering. 2003 - 2007

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Bachelor of Engineering from RGPV University, Bhopal, 2003-2007.
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## Tech stack

- Tableau
- Salesforce
- Salesforce Sales Cloud
- Microsoft Teams
- Microsoft Excel
- ServiceNow
- Microsoft Dynamics 365
- Moveworks

To contact Ankit, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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