Sanket Jagtap
@sanketjagtap
Enterprise SaaS technical support leader improving SLAs and customer outcomes through escalation, incident management, and team coaching.
IndiaWhat I'm looking for
I’m a technical support leader with 12+ years of experience managing enterprise teams across global, multi-timezone environments. I focus on improving service outcomes by connecting customer needs with engineering and operational solutions.
At Ernst & Young, I supervise a Level 3 global technical support team across rotational shifts to maintain 24/7 service continuity. I improved customer satisfaction by 20%, reduced incident resolution time by 30%, and increased first-call resolution by 25% through escalation process redesign, workflow improvements, and an internal knowledge base. I also serve as the primary escalation point for enterprise partners, coordinating with engineering and operations using ServiceNow end-to-end case lifecycle management.
Earlier in my career, I delivered enterprise support for Microsoft Intune environments and helped lead migration of 40,000 users to Android Enterprise. I’ve built my career around operational process improvement, SLA governance, and mentoring high-performing support engineers.
Experience
Work history, roles, and key accomplishments
Led a Level 3 global technical support team across rotational shifts, maintaining 24/7 service continuity across multiple time zones. Improved customer satisfaction by 20%, reduced incident resolution time by 30%, and increased first-call resolution by 25% through escalation redesign, workflow improvements, and an internal knowledge base.
L3 MDM Consultant
Tek Skills India
Jun 2019 - Jul 2020 (1 year 1 month)
Provided advanced enterprise support for Microsoft Intune environments for a global customer base. Led migration of 40,000 users to Android Enterprise, coordinating stakeholders and improving adoption outcomes.
Sr. MDM Administrator
Stress Consulting
Oct 2018 - Jan 2019 (3 months)
Administered Microsoft Intune infrastructure and created operational documentation to improve team efficiency. Supported day-to-day operations for enterprise device management workflows.
Managed enterprise MobileIron mobility environments supporting iOS and BYOD device fleets across an internal customer base. Ensured stable operations for mobile device management services for enterprise users.
Technical Support Associate
Mphasis
Jan 2011 - Apr 2012 (1 year 3 months)
Delivered Level 2 remote desktop support for enterprise users while meeting SLA targets. Resolved customer incidents remotely and ensured timely escalation when needed.
CSA - Hov Ar Mgmt
Hov Ar Mgmt Services Pvt. Ltd.
Jan 2008 - Aug 2010 (2 years 7 months)
Managed outbound customer engagement for delinquent accounts and facilitated payment arrangements. Worked to resolve account delinquency through structured customer communication.
Education
Degrees, certifications, and relevant coursework
Yashwantrao Chavan Maharashtra Open University
Bachelor of Computer Applications, Computer Applications
Earned a Bachelor of Computer Applications from Yashwantrao Chavan Maharashtra Open University in 2008.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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