Open to opportunities

Venkatesh Prakash

@venkateshprakash

Message

I’m a results-driven Technical Support Manager improving 24/7 SaaS support outcomes with data-driven leadership.

India

Message

What I'm looking for

I’m looking to lead global 24/7 SaaS technical support, drive SLA/CSAT improvements, mentor high-performing teams, and partner with Product/Engineering to enhance stability through automation and data-driven process optimization.

I’m a Results-driven Technical Support Manager with 12+ years of progressive experience leading global support teams in 24/7 SaaS environments. I’ve managed cross-functional technical support operations across APAC, EMEA, and AMER, with a strong technical foundation in cloud technologies, CRM systems, and ITIL best practices.

I’m proud of achieving 95% CSAT, 98% Response SLA, and 97% Resolution SLA by combining strategic team leadership, process optimization, and data-driven decision making. In my current role, I lead hiring, onboarding, training, 24/7/365 operations, escalation management, knowledge base improvements, and automation initiatives to streamline repetitive work and improve customer experience.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Manager

Current

iOPEX Technologies

Jan 2025 - Present (1 year 3 months)

Lead hiring, onboarding, training, and performance management for a technical support team supporting 24/7/365 SaaS operations. Drive escalation handling, knowledge management, process and automation improvements, and monitor SLA/CSAT/TTR/backlog metrics to sustain exceptional customer outcomes.

SLA Management CSAT Incident Management ITIL Root Cause Analysis AWS Knowledge Management Automation Salesforce Jira Service Desk

Technical Support Leader

Movate

Feb 2019 - Jan 2025 (5 years 11 months)

Led global technical support operations across APAC, EMEA, and AMER in a 24/7/365 SaaS TAC environment, achieving 95% CSAT, 98% Response SLA, 97% Resolution SLA, and 95% FCR. Implemented ITIL incident management and coached teams to improve MTTR and operational quality through data-driven reviews, case quality audits, and stakeholder/engineering collaboration.

Incident Management SLA CSAT FCR MTTR Stakeholder Management Knowledge Sharing Cross Functional Collaboration

Specialist (SME)

Movate

Mar 2015 - Feb 2019 (3 years 11 months)

Owned support workflows and reporting to ensure appropriate workload coverage and efficient resource utilization. Managed service delivery against contractual SLAs by analyzing service gaps and risks, improving support processes, and coordinating escalations to enhance end-to-end service quality.

SLA Management Service Delivery Business Continuity Planning Risk Assessment Workflow Management Escalations Customer Feedback Analysis

Senior Voice Representative

Dell International Services

Aug 2013 - Feb 2015 (1 year 6 months)

Resolved accounts receivable claims for a US healthcare department, ensuring accurate and timely case closure in a high-volume support environment. Performed quality checks and provided coaching feedback to maintain service standards while consistently meeting performance targets.

Customer Service Accounts Receivable Quality Assurance Service standards Performance Metrics

Education

Degrees, certifications, and relevant coursework

Srinivasa Institute of Engineering and Technology

Bachelor of Engineering (B.E.), Electrical & Electronics Engineering

2009 - 2013

Earned a Bachelor of Engineering (B.E.) degree in Electrical & Electronics Engineering from Srinivasa Institute of Engineering and Technology from 2009 to 2013.