Pranali dahiwale
@pranalidahiwale
I am an experienced technical support leader driving SaaS L3 support, automation, and customer satisfaction.
IndiaWhat I'm looking for
I have 11+ years in technical support and service operations, with 5+ years leading global L2/L3 SaaS support teams. At Uniphore I led a 10-member L3 team, improving resolution efficiency by 35%, reducing recurring escalations by 30%, and introducing automation that cut manual workload by 40%.
I apply ITIL v4 practices, automation (Python, Bash, Terraform), and observability tools (Datadog, Prometheus, New Relic) to improve MTTR, CSAT, and product supportability. I collaborate closely with engineering, product, and customer success to drive One Escalation processes, design career paths, and deliver clear executive communications.
Experience
Work history, roles, and key accomplishments
UNLed and coached a 10-member global L3 support team, increasing resolution efficiency by 35% and exceeding SLA targets; partnered with product and engineering to reduce recurring escalations by 30%. Introduced automation scripts that cut manual workload by 40% and standardized ServiceNow knowledge articles to improve first-time resolution.
Senior Software Engineer
Makonis Software Solutions
Mar 2021 - Oct 2021 (7 months)
Contracted to Uniphore to lead L3 support, manage escalations, and implement process improvements that improved SLA adherence and reduced manual workload. Performed leadership, escalation management, and operational optimization across global support teams.
IWMS Support Engineer
Jones Lang LaSalle
Feb 2020 - Jan 2021 (11 months)
Managed ITIL-based incident, problem, and change processes in ServiceNow and JIRA and coordinated release management through CAB meetings. Developed Business Objects and BIRT dashboards to report on SLA performance.
Senior Technical Support Engineer
Fair Issac India Software Services
Oct 2015 - Apr 2019 (3 years 6 months)
Led root cause analysis for recurring incidents, reducing repeat issues by 20%, and collaborated with DevOps to automate deployment processes and improve release quality. Monitored production applications proactively to prevent customer impact.
Technical Engineer Specialist
Virtusa Consulting Services
Jan 2014 - Oct 2015 (1 year 9 months)
Provided production support, authored troubleshooting documentation, and coordinated technical fixes with cross-functional teams to deliver business-aligned solutions. Created reports and dashboards to inform stakeholders and support decision-making.
RF Network Engineer
Tata Communications Ltd
Jun 2013 - Jan 2014 (7 months)
Managed RF tower bandwidth feasibility and network operations, inspected server environments, and analyzed network logs to support routers, switches, and firewalls. Conducted technical assessments to ensure network reliability.
Education
Degrees, certifications, and relevant coursework
CDAC-ACTS, Pune
Postgraduate Diploma, Advanced Computing
2013 -
Postgraduate Diploma in Advanced Computing from CDAC-ACTS, Pune (2013).
Nagpur University
Bachelor of Engineering, Information Technology
2008 - 2012
Bachelor of Engineering in Information Technology from Nagpur University (2008–2012).
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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