SJ

Open to opportunities

Shantanu Jadhav

@shantanujadhav

Senior Technical Support Engineer and team lead focused on SLA-driven incident resolution.

What I'm looking for

I’m looking for a senior support role where I can lead incident resolution and remote access troubleshooting, maintain strict SLA compliance, and mentor a team to improve customer satisfaction through smarter processes.

I’m a Senior Technical Support Engineer with 8+ years of expertise in technical support, incident management, and remote access support. I specialize in using ServiceNow, Remedy, and SM9 to manage incident and request workflows while keeping service quality high.

I’ve supported global users across NA, EMEA, and APAC for remote access, Citrix, SharePoint, and telecom-related services. I’m known for maintaining SLA compliance, resolving customer issues efficiently, and improving support outcomes through better procedures.

As a team lead, I managed and supervised a team of 7 associates providing Email and Chat support. I help onboard, train, and mentor new hires, and I participate in weekly client meetings while reviewing operational updates.

I also drive continuous improvement through monthly process audits and quality checks, so teams consistently deliver reliable, customer-first support. My professional ethos is simple: keep incidents under control, communicate clearly, and make support operations stronger over time.

Experience

Work history, roles, and key accomplishments

ML

Sr Tech Support Associate

Mphasis Ltd.

Jan 2022 - May 2026 (4 years 4 months)

Led and supervised a team of 7 associates managing email and chat support operations. Monitored queues, onboarded and trained new hires, ran process audits and quality checks, and participated in weekly client meetings with operational reviews.

Team Leadership Email Chat Support Onboarding Operational Audits Customer Support Client Meetings

ML

Tech Support Associate

Mphasis Ltd.

Dec 2013 - Dec 2020 (7 years)

Handled incident and request management using ServiceNow, SM9, and Remedy, managing escalation queues to resolve user issues on time. Supported global users across NA, EMEA, and APAC for Remote Access, Citrix, and SharePoint while maintaining SLA compliance.

ServiceNow Remedy SM9 Incident Management Escalation Management SLA Management Citrix SharePoint Remote Desktop Support

Education

Degrees, certifications, and relevant coursework

RS

R.B.N.B College, Shrirampur

Higher Secondary Certificate (HSC), Higher Secondary

Activities and societies: Outstanding Performer of the Month – February 2016; March 2018.

Completed the Higher Secondary Certificate (HSC) at R.B.N.B College, Shrirampur. Earned Outstanding Performer of the Month recognition in 2016 and 2018.

Tech stack

Software and tools used professionally

Gmail

Cisco AnyConnect

Citrix

ServiceNow

Remote

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