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Saikat Rakshit

@saikatrakshit

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Senior technical support leader with 16+ years in SaaS and IT.

India

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What I'm looking for

I am seeking a senior technical leadership role blending customer success, SaaS operations, and cybersecurity upskilling within an agile, growth-oriented organization.

I am an experienced IT Consultant with 16+ years specializing in Agile Project Management, Application Maintenance, and Customer Success.

I have led customer success and technical support teams to measurable outcomes, achieving a 90% first-time resolution rate, an 85% customer satisfaction score, a 20% increase in customer lifetime value, and a 25% improvement in customer retention.

My technical strengths include automation and tooling using Python, PowerShell, Shell scripting, PL/SQL, Control-M, and reporting with JIRA and Excel, and I have designed cloud sizing and monitoring solutions that cut manual effort and improved operational efficiency.

I am currently upskilling in cybersecurity (CEH, CISM) and seek senior technical leadership roles where I can combine customer success, operational excellence, and InfoSec discipline to drive product adoption and reduce risk.

Experience

Work history, roles, and key accomplishments

Senior Manager, Technical Support

PhaseZero India LLP

Jan 2020 - Aug 2024 (4 years 7 months)

Led technical support and customer success programs, achieving a 90% first-time resolution rate and improving customer satisfaction to 85%; developed strategies that increased customer lifetime value by 20% and retention by 25%.

Customer Success SaaS Implementation Jira Team Leadership Customer Retention Escalation Management

Technical Architect

Infosys Limited

Mar 2019 - Jan 2020 (10 months)

Led support and enhancements for JDA Allocation, improving project efficiency by 15% and reducing batch processing time by 20% through Control-M schedule optimization and PL/SQL solutions.

Pl SQL Batch Processing SLA Management Performance Tuning Oracle Team Leadership Process Optimization

Technical Architect - Cloud Services

JDA Software Private Limited

Feb 2014 - Nov 2018 (4 years 9 months)

Built automation and validation tools (PowerShell) that reduced manual validation by 80% and enabled one-day delivery; created sizing guidelines improving resource allocation accuracy by 30% and automated monthly reports to cut generation time by 50%.

PowerShell Capacity Planning Automation)MS Excel DSN Cloud Services Automation

Custom Apps Module Lead

Cognizant Technology Solutions

Dec 2007 - Feb 2014 (6 years 2 months)

Led 24x7 application support and proactive monitoring for critical applications, automating checks to reduce manual monitoring by 60%, ensuring 100% availability during peak periods and reducing downtime by 20%.

Shell Scripting Monitoring High Availability Incident Management Application Support Automation)Root Cause Analysis Automation

Education

Degrees, certifications, and relevant coursework

MIT School of Distance Education

Post Graduate Diploma in Management (Executive), Modern Project Management

Completed a Post Graduate Diploma in Management (Executive) with a focus on Modern Project Management in 2022 from MIT School of Distance Education, Pune.