Deepak Vanjani

Operations Associate

Gurgaon, Haryana, India14 yrs 2 mos experience

Most Likely To SwitchAI Enabled

Key Highlights

19+ years in Customer Support and Service Delivery
Achieved 98%+ CSAT and 99% SLA compliance
Expert in ITIL-based incident management

Stackforce AI infers this person is a SaaS Customer Support Leader with extensive experience in service delivery and incident management.

Contact

vanjani.deepak@gmail.com LinkedIn

Skills

Core Skills

Service Delivery ManagementCustomer SuccessTeam LeadershipIncident Management

Other Skills

Service Desk360 FeedbackCustomer EngagementKPI ManagementAI ImplementationService OptimizationPerformance ManagementService Delivery ReviewClient ServicesITIL Best PracticesProblem ManagementTeamworkPerformance ReportingCoachingMetrics

About

Customer Support and Service Delivery Leader with 19+ years of experience driving Customer Success and leading global Technical Support Operations for enterprise Cloud/SaaS platforms. Proven expertise in ITIL-based incident management, customer escalation leadership, and managing 24x7 global support environments at scale. Extensive experience owning end-to-end service delivery across multi-region teams, with strong capabilities in stakeholder management, account relationship and leadership, and building trusted client relationships through consistent communication, engagement and service excellence. Track record of delivering 98%+ CSAT and 99% SLA compliance, while building high-performing teams and driving operational improvements. Strong experience collaborating with Product, Engineering, and Cloud Operations to resolve complex enterprise issues and influence product improvements. Certified in ITIL and PRINCE2, with deep experience in ServiceNow, Salesforce, Jira, ITSM platforms, and data-driven service optimization. Core Competencies: · Global Technical Support Operations · Service Delivery Management · ITIL Incident & Problem Management · Cloud Support & SaaS Application Support · Customer Escalation Management · Enterprise SaaS Support · Cross-Functional Leadership · Root Cause Analysis (RCA) · SLA & KPI Governance · Customer Success & Retention · Team Development & Coaching · Knowledge-Centered Support (KCS)

Experience

14 yrs 2 mos

Total Experience

4 yrs 8 mos

Average Tenure

7 yrs 10 mos

Current Experience

Eptura

2 roles

Support Manager

Promoted

Jun 2018 – Present · 7 yrs 10 mos

B2B SaaS| Enterprise Software | Global Operations
Led the Support team, including Team Leads, aligning staffing, productivity, and service delivery performance with business and revenue objectives.
Directed the SIAM function, overseeing end-to-end Critical Incident Management and ensuring swift resolution of high-impact incidents in line with ITIL best practices.
Directed Agile Scrum ceremonies, including sprint planning, daily stand-ups, and retrospectives, to drive cross-functional collaboration and delivery excellence.
Delivered actionable “Voice of the Customer” insights to product leadership, influencing roadmap decisions and feature prioritization.
Maintained high CSAT and NPS scores through proactive customer engagement, structured onboarding, and service excellence initiatives.
Managed process improvements, optimization, automation, and Continuous Service Improvement initiatives to enhance cost efficiency, service performance, and customer satisfaction.
Managed SLA, OLA, and KPI to ensure contractual compliance and consistent service performance for internal teams and vendors.
Acted as the primary escalation point for complex B2B technical issues, partnering closely with internal teams.
Driven cross-functional collaboration with Product, Engineering and Leadership to resolve escalated issues, fulfil customer needs, influence product roadmap, feature enhancements, and defect resolution based on support insights.
Owned hiring, onboarding, enablement, and performance management strategies.
Conducted in-depth analysis of complex operational and customer service challenges, aligning corrective actions with organizational goals.
Led workforce management activities, including volume forecasting, capacity planning, scheduling, and performance monitoring aligned with business targets.
Spearheaded AI-driven chatbot implementation and KCS, improving team productivity and increasing self-service deflection by 10% quarter-over-quarter.

Service Desk360 FeedbackCustomer EngagementIncident ManagementService Delivery ManagementKPI Management+1

Team Manager

Jun 2018 – Jan 2023 · 4 yrs 7 mos

Lead and manage the team of DevOps who provides support on Product development and Product insight.
Monitor the effectiveness of service management process and make recommendations for improvement.
Organize and participate in Service Delivery Review Meetings.
Promptly escalate issues, which affect product delivery and quality that are beyond scope of support.
Responsible for yearly and quarterly performance reviews and annual appraisal process for DevOps team.
Conduct Shift Huddle to reinforce teamwork and allow perfect communication of essential information which cannot be left to chance.
Schedule shifts effectively to ensure enough coverage and to handle the high volume of work.
Provide regular training opportunities to keep staff technologically up-to-date.
Coaching and mentoring experience; management experience.

Service Desk360 FeedbackPerformance ManagementService Delivery ReviewService Delivery ManagementTeam Leadership

Ibm india private limited

IPC Management Lead

Jan 2017 – May 2018 · 1 yr 4 mos · Gurgaon, India

Responsible for managing and leading the Incident management team.
Responsible to measure and improve client service by guiding team members.
Ensure that team members deliver quality service as per client's needs and priorities.
Partner with internal and external clients to improve processes.
Work with project leaders to analyze resource needs and gaps across locations and devise alternative ways to deal with situation.
IT Service Management (ITSM) based on ITIL best practices.
Represent the first stage of escalation for Incidents, should these not be resolvable within the agreed Service Levels.
Facilitate communication with Problem/Change team to assist in driving RCA and to ensure required changes are raised and implemented in the IT infrastructure to avoid reoccurrence of unplanned interruption in IT services.
Producing comprehensive incident reports to a variety of audiences including senior and exec management level.
Responsible to create and maintain KEDB for the project.
Responsible and Accountable to manage staffing requirement to ensure smooth functioning of daily tasks.
Responsible to host team huddles to address team issues.

Incident ManagementClient ServicesITIL Best PracticesService Delivery Management

Accenture

Incident Manager

Jan 2012 – Jan 2017 · 5 yrs · Gurgaon, India

Driving the severity 1 bridge towards timely resolution.
Working in close co-ordination with different Service Managers, second level, third level technical teams and business support teams to get high priority issues resolved as soon as possible to minimize the effect of service downtime on client business.
Randomly auditing the tickets logged in the Project to check if quality is maintained by capturing each and every detail in the ticket.
Providing inputs to problem management team and handling client escalation on aging and priority incidents.
Develop a set of actionable and targeted Incident Management plans to invent a process to deal with Major/Critical Incidents.

Incident ManagementService DeskProblem ManagementService Delivery Management

Convergys india services pvt. ltd

Senior Specialist/TL Intern

Aug 2006 – Jan 2012 · 5 yrs 5 mos

Key Responsibilities: Team Leader Intern.
Demonstrated teamwork by assisting supervisors as necessary.
Preparing CSAT and performance report for the team.
Communicated positive as well as negative feedback, adapting coaching styles depending on the situation and audience, providing feedback that is specific and constructive and encouraging all team members in incremental performance improvement.
Monitorined calls and managing staffing requirement as per the forecasted call volume.

TeamworkPerformance ReportingCoaching