sourav bathla

CEO

Gurgaon, Haryana, India11 yrs 8 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Proven leadership in managing cross-functional teams.
Expertise in SaaS onboarding and technical support.
Strong background in software development and incident management.

Stackforce AI infers this person is a SaaS Technical Support Leader with strong software development skills.

Contact

souravbathla1991@gmail.com LinkedIn

Skills

Core Skills

Technical SupportCustomer SuccessOnboarding Process ImprovementBack-end Development

Other Skills

Team ManagementCustomer ServiceCustomer CommunicationCross-Department CollaborationPythonDjangoPostgreSQLIncident ManagementProduct ManagementLinuxC++JavaSQLTestingSoftware Development

About

My passion for work comes with the urge to learn incessantly. My goal is to excel in my endeavour and achieve a stature to be globally competitive with the strength of my hard work, dedication and my character.

Experience

11 yrs 8 mos

Total Experience

2 yrs 11 mos

Average Tenure

3 yrs 11 mos

Current Experience

Dp world

2 roles

Group Senior Manager

Promoted

Oct 2024 – Present · 1 yr 8 mos · Gurugram, Haryana, India · Hybrid

Group Lead Product Support Engineer

Jul 2022 – Oct 2024 · 2 yrs 3 mos · Gurugram, Haryana, India · Hybrid

I am responsible for Technical Support, Customer Support, and Onboarding & Implementation. In this role, I oversee the technical direction and strategy for Technical Support and Customer Success.
I also oversee DP World's centralised Onboarding Team for our in-house developed SaaS applications, including freight forwarding solutions, tracking and traceability solutions.
I work closely with cross-functional teams to identify and prioritise technical initiatives that align with the company's business objectives.
Leadership and Mentoring: Lead and mentor a team of 20+ Product Support Engineers working 24/7 across multiple countries.
Team Guidance: Provide guidance, assign tasks, and ensure team members are well-equipped to handle customer inquiries effectively.
Technical Support: Offer technical support for SaaS applications and ERP systems, including troubleshooting issues (P1/P2/P3), resolving technical problems, and addressing product-related inquiries.
Product Expertise: Develop a deep understanding of the product(s) and oversee support-related activities, including knowledge of features, functionality, and potential issues.
Customer Communication: Communicate effectively with customers or clients through email, phone, chat, or in-person to understand and address their concerns and provide solutions.
Collaboration with Product Development: Work closely with the product development team to identify recurring issues and suggest improvements based on customer feedback and support experiences.
Onboarding Process Improvement: Continuously review and enhance the onboarding process within the ERP system to improve efficiency and user experience.
Cross-Department Collaboration: Collaborate with other departments to ensure seamless integration of onboarding data and processes within the ERP system.
Escalation Point: Act as a point of escalation for complex onboarding issues, identifying and implementing solutions.

Team ManagementCustomer ServiceTechnical SupportCustomer Success

Delhivery

3 roles

Technology Support Manager

Jul 2021 – Jul 2022 · 1 yr

8 years of experience in Technical Support Management System, Back-end development , Code fixes,
RCA, incident management , ITIL practice , Managed critical application/Projects
Proficient in handling higher level escalations.
Providing high-end technical enhancement, feature Developments, improvements, Bug Fixes on
systems, managing
incidents and ensuring high end-user satisfaction levels through solution of their problems.
Have experience in handling the complete project starting with the project details, outcomes,
stakeholders, and related details and build a project plan and execute the project end to end.
Resourceful in ensuring high-quality customer experience, elevating customer satisfaction, while
adhering to SLAs & work processes, and managing cost-effective operations

Technical Lead

Promoted

Jul 2019 – Jun 2021 · 1 yr 11 mos

Arriving at business outcomes and roadmap deﬁnition, deﬁning the system roadmap required to
meet core business outcomes, and creating high-quality features and user stories to deliver on those
outcomes.
Driving strategic insight to industry best practices, trending and bench-marking, and market research.
Developing and sustaining strong working relationships with business, application program managers,
software engineers, services engineers to develop large-scale products and maintain the same
throughout its life cycle. Worked on B2B/B2C products
Deﬁne project schedules, allocate resources and monitor progress
Deﬁne Product timelines and service for products.

Technical Associate

Sep 2015 – Jun 2019 · 3 yrs 9 mos

Project : Godam , MPP
Technology : Python, Django Framework , Postgresql
Providing high-end technical enhancement, feature Developments, improvements, Bug Fixes on systems, managing incidents and ensuring high end-user satisfaction levels through solution of their problems.
Identifying and fixing bugs, and executing system enhancements according to user requirements for the application
Documenting software solutions through flowcharts, layouts, diagrams, charts, code comments & clear code
Supporting deployment process
Working on improvement in performance of applications (speed of data loading and data generation at the front-end)
Client Integration(Scrapper, API integration), Client interaction(Demo + Testing after complete integration providing hotfix identifying while testing)
Coordinating with teams and various other interfaces to identify and resolve gaps in performance using New Relic.
Liaising with vendors for technical fixes and enhancements
Interfacing with Business Solutions, Product Team, Sales Team and Service Management Teams and resolving technical, functional and design related issues

Ibm gbs

Software engineer

Oct 2014 – Aug 2015 · 10 mos · Bengaluru Area, India

Project : Common Commerce Engine, Shop IBM.com;
Technology: Java, SQL
Handling the maintenance of program modules including operational support, problem resolution, production support, preventative & corrective maintenance and enhancements
Maintain daily report of project progress, Ticket locked and solution provided to client on the basis of severity and SLA.
Responsible for client communication and documenting issues and resolutions also coordinating with clients and internal employees to solve complex technical problems.
Involved in Production Support and enhancement activities
Interacted with client for gathering requirements, preparation of design analysis docs.
Maintain high quality of documentation - In form of design documents, tech specs, Ticket resolution, RCA, Migration request.
Investigate problems and provide potential solution for problems within agreed time frames.

Magic software pvt ltd

Past: QA Engineer

Aug 2013 – Nov 2013 · 3 mos · Sector 127, Noida, Delhi

Projects : Certiport , Nelson Thornes
Technology : OOPS concept, manual testing, Unit/integration/performance Testing
Coordinating with project manager, team lead.
Handing the most important and critical projects testing.
Full testing and smoke testing of confidential projects on different environments.
Interacting with coordinators and maintaining the relation for smooth flow of projects.
Taking feedback from project manager on work performance and quality ensured on daily basis.
Maintaining all records as per company parameters.
Submission of work report to project manager on daily basis.
Involved in other projects as well to enhance knowledge.