Priyanka Adhikari
@priyankaadhikari
Technical Operations leader scaling SaaS support teams with automation and rapid incident resolution.
IndiaWhat I'm looking for
I’m a Technical Operations leader with over 11 years of experience in SaaS, B2B, and Fintech, leading global support and service teams across APAC and EMEA. I’ve built operational structures that scale without losing service quality, and I focus on improving customer outcomes by fixing issues closer to the source through Product and Engineering partnership.
Most recently, I led a 20+ person Technical Support and Fintech Support team while rolling out 20+ products across TechOps, domain leads, and external partners. I automated workflows with tools like Zapier, Jira Automation, and RovoAI—reducing ticket routing time from hours to ~10 minutes and supporting a ~70% resolution rate—while standardising reporting and integrating analytics to improve visibility and regional resource allocation.
Earlier, I served as a Service Operations Manager and Tech Lead, coordinating incident management and RCA to restore service quickly and reduce repeats, using Jira ServiceDesk and structured issue tracking to improve turnaround time. I also bring hands-on production expertise—from maintaining and upgrading a Marks & Spencer FlexPLMS SaaS+ environment (Linux/Windows/Oracle DB, release stability) to delivering performance tuning and SQL optimization that improved scalability—backed by an ownership-driven, documentation-and-enablement mindset.
Experience
Work history, roles, and key accomplishments
Led a global team of 20+ technical support engineers across APAC and EMEA, scaling operations while maintaining service quality and customer trust. Automated workflows with Zapier, Jira Automation, and Rovo AI to reduce ticket routing time to ~10 minutes and drive ~70% resolution rate.
Collaborated with Product and R&D across five Deel product domains, implementing incident-management-led upstream solutions. Standardised enterprise operational tools for growth from 10K to 45K users (99.8% uptime) and improved escalation triage accuracy by 25% while reducing critical response times by 18% and average incident resolution time by 30%.
Managed customer-impacting technical and operational incidents, reducing repeat issues by ~20% through incident management and root-cause analysis. Improved resolution turnaround by ~25% using Jira ServiceDesk, increased incident documentation accuracy and operational efficiency by ~30%, reduced manual effort per ticket by ~20% with Zendesk automations, and shortened ramp-up time by ~25–30% via pl
Maintained continuous operation of Marks & Spencer’s FlexPLMS SaaS environment using monitoring protocols and cross-team collaboration. Led FlexPLM upgrades (10.1M030 → 11.1M020) reducing post-release incidents by ~30%, improved release stability by reducing deployment rollbacks by ~25%, and cut manual deployment effort by ~35% using operational automations and automated incident analysis.
Provided L2/L3 application support, owning incident end-to-end execution with triage, root-cause analysis, and resolution while meeting SLAs. Improved system scalability by 40% via performance tuning and SQL optimization, and built internal tools (documentation web app and Android approval app) reducing information lookup and approval turnaround by ~30–40%.
Education
Degrees, certifications, and relevant coursework
University of Mumbai
Bachelor of Engineering (B.E.), Computer Engineering
2011 - 2015
Earned a Bachelor of Engineering (B.E.) in Computer Engineering from the University of Mumbai from 2011 to 2015.
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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