GRGoutham Reddy
@gouthamreddy
Results-driven Techno-Functional Support Lead Consultant with 11+ years experience.
IndiaWhat I'm looking for
I am a results-driven Techno-Functional Support Lead Consultant with over 11 years of experience in customer support, incident management, and process improvement across various domains including fintech, telecommunications, and clinical sectors. My expertise lies in troubleshooting complex technical issues and managing support operations, ensuring high levels of customer satisfaction through innovative solutions.
In my current role at Fintark Ltd, I manage technical support operations for global clients, achieving 98% SLA adherence and improving operational efficiency by 22% through process automation. I have a proven track record of collaborating with cross-functional teams to enhance product quality and customer experience. My commitment to continuous improvement is reflected in my ability to mentor support associates and develop comprehensive support documentation.
Throughout my career, I have successfully implemented automation strategies that have reclaimed significant team effort and reduced incident volumes. My dedication to fostering a proactive, team-oriented culture has consistently led to exceptional support and service scalability, making me a valuable asset in any organization.
Experience
Work history, roles, and key accomplishments
Lead Consultant
Fintark Ltd
Feb 2023 - Present (2 years 5 months)
Managed global technical support operations for SaaS platforms, ensuring prompt issue resolution and high customer satisfaction. Coordinated with cross-functional teams to troubleshoot complex technical issues, minimizing system downtime. Oversaw ticket monitoring and escalation processes, achieving 98% SLA adherence and improving operational efficiency by 22% through process automation.
Support Manager
LabCorp Drug Development
Dec 2019 - Present (5 years 7 months)
Recruited and managed a high-performing team of engineers, ensuring continuous improvement and project timelines. Designed and supported technical solutions aligned with organizational goals, ensuring high quality delivery and customer satisfaction. Acted as system owner for multiple applications, managing and deploying releases in line with change management processes.
Technical Lead – Operations
Subex Limited
Feb 2015 - Present (10 years 5 months)
Managed operational support for data platforms, including troubleshooting, incident management, and system monitoring. Implemented automation for workflow optimization, reporting, and health checks, reclaiming 20% of team effort. Maintained robust documentation and collaborated with cross-functional teams on platform enhancements.
Associate Software Engineer
Virtusa Consulting Services Ltd
Sep 2013 - Present (11 years 10 months)
Supported enterprise data warehouse projects, including requirement gathering, ETL development, and migration initiatives. Led multiple database upgrade and migration projects, ensuring robust documentation and process control.
Education
Degrees, certifications, and relevant coursework
Goutham Reddy
Bachelor of Technology, Technology
Studied a Bachelor of Technology, gaining foundational knowledge in various technical domains. Developed skills relevant to support and consulting roles.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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