shruti unni — Product Manager

I’m an IT operations and service support professional with 13+ years of experience in enterprise technology environments, progressing from a Support Engineer to Operations Manager and most recently Product Support Manager. My career has been built on a strong technical foundation combined with leadership experience in global support operations. During the early part of my career, I worked hands-on as a Support Engineer, troubleshooting complex technical issues, supporting enterprise systems, and ensuring reliable service delivery. This technical experience has given me a deep understanding of production support environments and customer-impacting incidents. Over the past 6+ years in leadership roles, I have managed global L2/L3 support teams, overseen high-priority escalations, and driven operational improvements across cloud-based platforms and enterprise environments. My responsibilities have included SLA and KPI governance, incident and escalation management, cross-functional collaboration with engineering and product teams, and continuous improvement of service operations. I focus on building structured operational processes, mentoring teams, and improving service reliability through data-driven insights, process optimization, and automation initiatives. I have also worked with cloud-based tools such as Microsoft 365, Azure AD (Entra), and identity management platforms, ensuring stable and secure user environments. Having worked across both technical and leadership roles, I bring a balanced perspective that combines hands-on technical understanding with operational governance and team leadership. Core Expertise: IT Operations • Service Operations • Technical Support Leadership • Major Incident Management • SLA & KPI Governance • Microsoft 365 • Azure AD / Entra • Identity & Access Management • ITIL • Escalation Management • Process Improvement • Global L2/L3 Support Teams I’m currently exploring leadership opportunities in IT Operations Management, Service Operations, Product / Technical Support Leadership, and Infrastructure Support environments.

Stackforce AI infers this person is a SaaS Operations Leader with extensive experience in IT service management and support.

Location: Pimpri Chinchwad, Maharashtra, India

Experience: 12 yrs 6 mos