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Kalyan Guturi

@kalyanguturi

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I lead technical customer support teams resolving critical enterprise incidents at scale.

United States

Message

What I'm looking for

I'm looking to lead technical support and enterprise service initiatives where I can develop teams, manage critical incidents, improve customer outcomes, and partner with Sales, Engineering, Product, and leadership on long-term solutions.

At Virtusa, I led high-touch, white-glove technical support for 25,000+ users across clients including EY, MetLife, HealthFirst, and A&E Networks.

I guided 30+ engineers, improved CSAT by 35%, reduced MTTR by 40%, and achieved 98% SLA compliance through structured escalation management, proactive monitoring, and quality-focused operations.

I've managed 200+ critical incidents annually, led Post-Incident Reviews and Quarterly Business Reviews, and partnered with Sales, Product, Engineering, and Business Operations to improve supportability and implement long-term solutions.

Now, as an Enterprise Architect supporting UnitedHealthcare through Innovative Consulting Solutions, I lead technical support initiatives, build cross-functional relationships, and bring operational focus and executive presence to senior stakeholder engagements.

Experience

Work history, roles, and key accomplishments

Current

Enterprise Architect

Current

Innovative Consulting Solutions, LLC

Jan 2026 - Present (8 months)

Lead technical support initiatives ensuring alignment with organizational objectives. Build cooperative relationships across Sales, Engineering, Product, and leadership teams.

Technical Support Leadership Stakeholder Management Strategic Collaboration Operational Planning

Manager, Technical Customer Support

Cloudwick

Nov 2024 - Dec 2025 (1 year 1 month)

Led and empowered technical support teams to resolve complex issues, combining technical aptitude with strategic mindset. Oversaw daily operations, mentored engineers, and conducted performance reviews.

Technical Support Leadership Mentor Performance Reviews Incident Management Escalation Management Salesforce ServiceNow Jira ITIL

Manager, Technical Customer Support

Virtusa

Jun 2019 - Oct 2024 (5 years 4 months)

Led technical support teams in a high-touch environment supporting 25,000+ users, improving service resolution timelines by 40% and CSAT scores by 35%. Managed 200+ critical incidents annually and achieved 98% SLA compliance.

Technical Support Leadership Incident Management Escalation Management ITIL Salesforce ServiceNow Jira Team Leadership Performance Reviews CSAT SLA

Infrastructure Delivery Manager

Virtusa

Jul 2012 - Jun 2019 (6 years 11 months)

Provided expert technical guidance in installation, configuration, and maintenance. Led IT infrastructure teams, mentored staff, and managed critical incidents and escalations.

IT Infrastructure Team Leadership Incident Management Escalation Management Mentor

System Analyst

Unisys

Apr 2010 - Apr 2012 (2 years)

Led implementation and optimization of enterprise systems. Provided technical support and troubleshooting for complex issues.

Enterprise Systems Technical Support Troubleshooting System Implementation

Storage Team Leader

Hewlett-Packard

Sep 2007 - Dec 2007 (3 months)

Directed technical operations ensuring alignment with organizational goals. Maintained enterprise storage systems ensuring reliability and performance.

Storage Systems Enterprise Storage Technical Operations Reliability Performance