Open to opportunities

Mohit Damodaran

@mohitdamodaran

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Technical Support and Customer Experience leader driving SLA, CSAT and incident resolution.

India

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What I'm looking for

I seek a leadership role in technical support or customer experience where I can own SLA/CSAT, lead incident response, drive process improvements and mentor teams in a collaborative, product-focused environment.

I am a Technical Support and Customer Experience Manager with over nine years managing L1–L3 support teams and a Technical Lead, delivering enterprise support for global clients across cybersecurity platforms.

I have led 20+ engineers, owned high-severity escalations and run outage/incident bridge calls to ensure rapid resolution, RCA and stakeholder communication, including VIP/CXO interactions.

I partner with Product, Engineering, QA and Customer Success to drive release readiness, reduce repeat issues, and implement process improvements, lightweight automation and SOP/KB enhancements.

I also leverage AI tools such as ChatGPT, Perplexity and AI co-pilot to speed RCAs, improve documentation and training; I hire, coach and develop teams, run performance reviews and PIP programs to build scalable support organizations.

Experience

Work history, roles, and key accomplishments

Experience Manager

iOPEX Technologies

Jan 2020 - Sep 2025 (5 years 8 months)

Led 20+ engineers across L1–L3 tiers and a technical lead to deliver enterprise support; owned high-severity escalations and war-room incident response, improving SLA adherence and stakeholder communication. Drove process improvements, release readiness, and AI-enabled RCA/documentation to reduce repeat issues and boost first-time resolution.

Incident Management Capacity Planning AI Tools (ChatGPT Perplexity

Sr. Quality Analyst

HGS

Nov 2016 - Jan 2020 (3 years 2 months)

Progressed from Support Executive to Sr. Quality Analyst auditing calls and tickets, conducting training, and improving agent performance to ensure SLA adherence and audit readiness. Reported quality trends and implemented process fixes to reduce escalations.

Quality Assurance Process Improvement SLA

Education

Degrees, certifications, and relevant coursework

Satya College of Engineering

Bachelor of Technology, Electrical, Electronics and Communications Engineering

2010 - 2014

Completed a Bachelor of Technology in Electrical, Electronics and Communications Engineering with coursework relevant to engineering principles and communications systems.