Diptajeet D.

Product Manager

India15 yrs 2 mos experience
Highly StableAI Enabled

Key Highlights

  • 12+ years in customer-facing roles
  • Expertise in product management and user experience
  • Strong background in SaaS and RPA technologies
Stackforce AI infers this person is a SaaS Product Management expert with a strong focus on user experience and automation.

Contact

LinkedIn

Skills

Core Skills

Product ManagementUser Experience Design (ued)Robotic Process Automation (rpa)Customer SupportProduct SupportTechnical Support

Other Skills

IT Service ManagementKnowledge ManagementAI toolsJiraOperational ExcellenceIncident ManagementCross-functional CollaborationAutomated ProcessesCustomer Escalation ManagementEMC NetworkerSQLNetworkingCommunication SkillsPresentation SkillsRoadmap

About

๐ˆ ๐ฌ๐ญ๐š๐ซ๐ญ๐ž๐ ๐ฆ๐ฒ ๐œ๐š๐ซ๐ž๐ž๐ซ ๐ฌ๐จ๐ฅ๐ฏ๐ข๐ง๐  ๐œ๐ฎ๐ฌ๐ญ๐จ๐ฆ๐ž๐ซ ๐ฉ๐ซ๐จ๐›๐ฅ๐ž๐ฆ๐ฌ. โœ… Over the last 12+ years, I worked across enterprise SaaS companies like Dell EMC, Nuance Communications, Automation Anywhere, and Atlassian in product support, customer service, knowledge management, and Jira Cloud Administration. Every customer issue taught me something deeper. ๐๐จ๐ญ ๐ฃ๐ฎ๐ฌ๐ญ ๐ฐ๐ก๐š๐ญ ๐ฐ๐š๐ฌ ๐›๐ซ๐จ๐ค๐ž๐ง โ€” ๐›๐ฎ๐ญ ๐ฐ๐ก๐ฒ ๐ข๐ญ ๐ž๐ฑ๐ข๐ฌ๐ญ๐ž๐. That curiosity slowly turned me into a ๐๐ซ๐จ๐๐ฎ๐œ๐ญ ๐„๐ง๐ญ๐ก๐ฎ๐ฌ๐ข๐š๐ฌ๐ญ. โœ… I became passionate about understanding ๐ฎ๐ฌ๐ž๐ซ ๐ฉ๐š๐ข๐ง ๐ฉ๐จ๐ข๐ง๐ญ๐ฌ, ๐ข๐ฆ๐ฉ๐ซ๐จ๐ฏ๐ข๐ง๐  ๐ฎ๐ฌ๐ž๐ซ ๐ž๐ฑ๐ฉ๐ž๐ซ๐ข๐ž๐ง๐œ๐ž, and building products that solve problems at the source. Working closely with customers and cross-functional teams helped me develop strong ๐ฎ๐ฌ๐ž๐ซ ๐ž๐ฆ๐ฉ๐š๐ญ๐ก๐ฒ, ๐œ๐จ๐ฆ๐ฆ๐ฎ๐ง๐ข๐œ๐š๐ญ๐ข๐จ๐ง ๐ฌ๐ค๐ข๐ฅ๐ฅ๐ฌ, ๐ฉ๐ซ๐ž๐ฌ๐ž๐ง๐ญ๐š๐ญ๐ข๐จ๐ง ๐ฌ๐ค๐ข๐ฅ๐ฅ๐ฌ, ๐š๐ง๐ ๐š๐ง๐š๐ฅ๐ฒ๐ญ๐ข๐œ๐š๐ฅ ๐ญ๐ก๐ข๐ง๐ค๐ข๐ง๐ . ๐Ÿ“ˆ During my brief secondment at Atlassian, I ๐œ๐จ๐ฅ๐ฅ๐š๐›๐จ๐ซ๐š๐ญ๐ž๐ ๐œ๐ฅ๐จ๐ฌ๐ž๐ฅ๐ฒ ๐ฐ๐ข๐ญ๐ก ๐๐ซ๐จ๐๐ฎ๐œ๐ญ ๐Œ๐š๐ง๐š๐ ๐ž๐ซ๐ฌ and gained valuable exposure to Product Management, Product Strategy, Feature Planning, Roadmap discussions, User Research, and Decision-Making.๐Ÿ… Today, Iโ€™m an ๐€๐ฌ๐ฉ๐ข๐ซ๐ข๐ง๐  ๐๐ซ๐จ๐๐ฎ๐œ๐ญ ๐Œ๐š๐ง๐š๐ ๐ž๐ซ ๐œ๐จ๐ฆ๐›๐ข๐ง๐ข๐ง๐  12+ ๐ฒ๐ž๐š๐ซ๐ฌ ๐จ๐Ÿ ๐œ๐ฎ๐ฌ๐ญ๐จ๐ฆ๐ž๐ซ-๐Ÿ๐š๐œ๐ข๐ง๐  ๐ž๐ฑ๐ฉ๐ž๐ซ๐ข๐ž๐ง๐œ๐ž with skills in UX design, analytics, problem solving, customer-centric thinking, and product strategy. I enjoy ๐ญ๐ซ๐š๐ง๐ฌ๐ฅ๐š๐ญ๐ข๐ง๐  ๐œ๐ฎ๐ฌ๐ญ๐จ๐ฆ๐ž๐ซ ๐Ÿ๐ž๐ž๐๐›๐š๐œ๐ค ๐ข๐ง๐ญ๐จ ๐ฆ๐ž๐š๐ง๐ข๐ง๐ ๐Ÿ๐ฎ๐ฅ ๐ฉ๐ซ๐จ๐๐ฎ๐œ๐ญ ๐ข๐ฆ๐ฉ๐ซ๐จ๐ฏ๐ž๐ฆ๐ž๐ง๐ญ๐ฌ and building experiences that create real user impact.

Experience

15 yrs 2 mos
Total Experience
3 yrs
Average Tenure
--
Current Experience

Atlassian

Jira Cloud Engineer

Feb 2021 โ€“ Mar 2026 ยท 5 yrs 1 mo ยท Bengaluru ยท Hybrid

  • โœ… Delivered ๐ž๐ฑ๐ฉ๐ž๐ซ๐ญ ๐ฌ๐ฎ๐ฉ๐ฉ๐จ๐ซ๐ญ ๐Ÿ๐จ๐ซ ๐‰๐ข๐ซ๐š, ๐‰๐ข๐ซ๐š ๐’๐ž๐ซ๐ฏ๐ข๐œ๐ž ๐Œ๐š๐ง๐š๐ ๐ž๐ฆ๐ž๐ง๐ญ, ๐š๐ง๐ ๐‚๐จ๐ง๐Ÿ๐ฅ๐ฎ๐ž๐ง๐œ๐ž while driving KCS and operational excellence initiatives at Atlassian. Leveraged ๐€๐ˆ ๐ญ๐จ๐จ๐ฅ๐ฌ ๐ฅ๐ข๐ค๐ž ๐€๐ญ๐ฅ๐š๐ฌ๐ฌ๐ข๐š๐ง ๐‘๐จ๐ฏ๐จ ๐š๐ง๐ ๐‰๐’๐Œ ๐•๐ข๐ซ๐ญ๐ฎ๐š๐ฅ ๐€๐ ๐ž๐ง๐ญ to improve support investigation and operational efficiency.
  • โœ… Resolved ~14% ๐จ๐Ÿ ๐ ๐ฅ๐จ๐›๐š๐ฅ ๐ข๐ง๐ญ๐ž๐ซ๐ง๐š๐ฅ ๐ž๐ฌ๐œ๐š๐ฅ๐š๐ญ๐ข๐จ๐ง๐ฌ, contributing to a 3% ๐ซ๐ž๐๐ฎ๐œ๐ญ๐ข๐จ๐ง ๐ข๐ง ๐จ๐ฏ๐ž๐ซ๐š๐ฅ๐ฅ ๐ญ๐ž๐š๐ฆ ๐“๐“๐‘. Managed 15โ€“20% ๐จ๐Ÿ ๐ข๐ง๐œ๐จ๐ฆ๐ข๐ง๐  ๐ฌ๐ฎ๐ฉ๐ฉ๐จ๐ซ๐ญ ๐œ๐š๐ฌ๐ž ๐ฏ๐จ๐ฅ๐ฎ๐ฆ๐ž with consistently high assignment and closure rates.
  • โœ… Led high-severity ๐ข๐ง๐œ๐ข๐๐ž๐ง๐ญ ๐ฆ๐š๐ง๐š๐ ๐ž๐ฆ๐ž๐ง๐ญ ๐›๐ฒ ๐œ๐จ๐จ๐ซ๐๐ข๐ง๐š๐ญ๐ข๐ง๐  ๐œ๐ซ๐จ๐ฌ๐ฌ-๐Ÿ๐ฎ๐ง๐œ๐ญ๐ข๐จ๐ง๐š๐ฅ ๐ญ๐ž๐š๐ฆ๐ฌ across Support, SRE, and Product Management. ๐€๐ฎ๐ญ๐ก๐จ๐ซ๐ž๐ ๐ซ๐ฎ๐ง๐›๐จ๐จ๐ค๐ฌ and post-incident RCAs, significantly ๐ซ๐ž๐๐ฎ๐œ๐ข๐ง๐  ๐ข๐ง๐œ๐ข๐๐ž๐ง๐ญ ๐ซ๐ž๐ฌ๐จ๐ฅ๐ฎ๐ญ๐ข๐จ๐ง ๐ญ๐ข๐ฆ๐ž๐ฅ๐ข๐ง๐ž๐ฌ.
  • โœ… Conducted 25+ ๐ญ๐ซ๐š๐ข๐ง๐ข๐ง๐  ๐ฌ๐ž๐ฌ๐ฌ๐ข๐จ๐ง๐ฌ ๐š๐ง๐ ๐›๐ซ๐จ๐ฐ๐ง-๐›๐š๐  ๐ฐ๐จ๐ซ๐ค๐ฌ๐ก๐จ๐ฉ๐ฌ to improve onboarding and team proficiency. Improved customer satisfaction by driving ticket hygiene initiatives, contributing to a 2โ€“4% ๐ข๐ง๐œ๐ซ๐ž๐š๐ฌ๐ž ๐ข๐ง ๐๐๐’.
  • โœ… Created and reviewed ~80 knowledge base articles, strengthening ๐Š๐‚๐’ ๐š๐๐จ๐ฉ๐ญ๐ข๐จ๐ง ๐š๐ง๐ ๐ซ๐ž๐๐ฎ๐œ๐ข๐ง๐  ๐€๐‡๐‘ ๐š๐ง๐ ๐“๐“๐‘. Managed incoming ticket queues by prioritizing critical issues, performing trend analysis, and identifying knowledge gaps.
  • โœ… ๐๐ข๐จ๐ง๐ž๐ž๐ซ๐ž๐ ๐ญ๐ก๐ž ๐š๐๐จ๐ฉ๐ญ๐ข๐จ๐ง ๐จ๐Ÿ ๐ˆ๐ง๐ญ๐ž๐ซ๐œ๐จ๐ฆ ๐œ๐ก๐š๐ญ ๐ฌ๐ฎ๐ฉ๐ฉ๐จ๐ซ๐ญ and enabled seamless team onboarding through training and guidance. Served as ๐ข๐ง๐ญ๐ž๐ซ๐ข๐ฆ ๐ญ๐ž๐š๐ฆ ๐ฅ๐ž๐š๐, improving operational throughput, collaboration, and team morale.
  • โœ… Collaborated with Service Enablement and Product Management teams on Jira Service Management usability improvements, contributing to ~$130๐ค ๐ข๐ง ๐ฌ๐ฎ๐ฉ๐ฉ๐จ๐ซ๐ญ ๐œ๐จ๐ฌ๐ญ ๐ฌ๐š๐ฏ๐ข๐ง๐ ๐ฌ.
IT Service ManagementKnowledge ManagementProduct ManagementUser Experience Design (UED)

Automation anywhere

Senior Technical Support Specialist

Oct 2017 โ€“ Jan 2021 ยท 3 yrs 3 mos ยท Bengaluru ยท Hybrid

  • โœ… Worked extensively on ๐‘๐จ๐›๐จ๐ญ๐ข๐œ ๐๐ซ๐จ๐œ๐ž๐ฌ๐ฌ ๐€๐ฎ๐ญ๐จ๐ฆ๐š๐ญ๐ข๐จ๐ง (๐‘๐๐€) technologies at ๐€๐ฎ๐ญ๐จ๐ฆ๐š๐ญ๐ข๐จ๐ง ๐€๐ง๐ฒ๐ฐ๐ก๐ž๐ซ๐ž, supporting ๐ข๐ฆ๐ฉ๐ฅ๐ž๐ฆ๐ž๐ง๐ญ๐š๐ญ๐ข๐จ๐ง, ๐ฆ๐š๐ข๐ง๐ญ๐ž๐ง๐š๐ง๐œ๐ž, ๐š๐ง๐ ๐จ๐ฉ๐ญ๐ข๐ฆ๐ข๐ณ๐š๐ญ๐ข๐จ๐ง of Automation Anywhere Enterprise solutions. Provided ๐œ๐จ๐๐ข๐ง๐  ๐œ๐จ๐ง๐ฌ๐ฎ๐ฅ๐ญ๐š๐ญ๐ข๐จ๐ง and technical guidance for RPA workflows and automation solutions.
  • โœ… Gained hands-on exposure to cognitive automation and analytics tools including ๐ˆ๐ ๐๐จ๐ญ ๐š๐ง๐ ๐๐จ๐ญ ๐ˆ๐ง๐ฌ๐ข๐ ๐ก๐ญ. Built strong expertise in ๐ฏ๐ž๐ซ๐ฌ๐ข๐จ๐ง ๐œ๐จ๐ง๐ญ๐ซ๐จ๐ฅ ๐ฌ๐ฒ๐ฌ๐ญ๐ž๐ฆ๐ฌ, ๐€๐๐ˆ๐ฌ, ๐š๐ง๐ ๐ฐ๐ž๐› ๐ฌ๐ž๐ซ๐ฏ๐ข๐œ๐ž๐ฌ ๐ข๐ง๐ญ๐ž๐ ๐ซ๐š๐ญ๐ข๐จ๐ง.
  • โœ… ๐€๐ฎ๐ญ๐ก๐จ๐ซ๐ž๐ ๐ญ๐ž๐œ๐ก๐ง๐ข๐œ๐š๐ฅ ๐๐จ๐œ๐ฎ๐ฆ๐ž๐ง๐ญ๐š๐ญ๐ข๐จ๐ง ๐š๐ง๐ ๐ค๐ง๐จ๐ฐ๐ฅ๐ž๐๐ ๐ž ๐š๐ซ๐ญ๐ข๐œ๐ฅ๐ž๐ฌ to improve knowledge sharing and support efficiency.
  • โœ… Partnered closely with customers to provide business analysis, drive product adoption, and ensure customer success and satisfaction.
  • โœ… Led end-to-end management of high-priority ๐œ๐ฎ๐ฌ๐ญ๐จ๐ฆ๐ž๐ซ ๐ž๐ฌ๐œ๐š๐ฅ๐š๐ญ๐ข๐จ๐ง๐ฌ, partnering with ๐œ๐ซ๐จ๐ฌ๐ฌ-๐Ÿ๐ฎ๐ง๐œ๐ญ๐ข๐จ๐ง๐š๐ฅ ๐ญ๐ž๐š๐ฆ๐ฌ to resolve issues, identify root causes, and improve support processes.
Automated ProcessesCustomer Escalation ManagementRobotic Process Automation (RPA)Customer Support

Nuance communications

Senior Product and Implementation Engineer at Nuance Communications

Mar 2017 โ€“ Oct 2017 ยท 7 mos ยท Bengaluru ยท On-site

  • โœ… Managed enterprise backup infrastructure, providing consulting and support for EMC Networker and Data Domain solutions.
  • โœ… Led implementation and support of AI-powered healthcare products, including Dragon and PowerScribe, ensuring successful deployments and customer adoption.
  • โœ… Improved data protection, system reliability, and operational efficiency through proactive troubleshooting and infrastructure optimization.
  • โœ… Collaborated with cross-functional teams to resolve complex technical issues and deliver high-quality customer outcomes.
Product ManagementUser Experience Design (UED)

Emc

Product Support Engineer

Apr 2011 โ€“ Feb 2017 ยท 5 yrs 10 mos ยท Bangalore ยท Hybrid

  • โœ… Provided technical support and consulting for EMC SourceOne and EMC NetWorker, ensuring reliable email archiving and backup operations for enterprise customers.
  • โœ… Managed and optimized enterprise backup infrastructure, working with ๐Œ๐ข๐œ๐ซ๐จ๐ฌ๐จ๐Ÿ๐ญ ๐„๐ฑ๐œ๐ก๐š๐ง๐ ๐ž, ๐Œ๐’ ๐’๐๐‹ ๐’๐ž๐ซ๐ฏ๐ž๐ซ, ๐€๐œ๐ญ๐ข๐ฏ๐ž ๐ƒ๐ข๐ซ๐ž๐œ๐ญ๐จ๐ซ๐ฒ, ๐Ž๐ซ๐š๐œ๐ฅ๐ž ๐ƒ๐š๐ญ๐š๐›๐š๐ฌ๐ž, ๐š๐ง๐ ๐‹๐จ๐ญ๐ฎ๐ฌ ๐ƒ๐จ๐ฆ๐ข๐ง๐จ environments.
  • โœ… Supported ๐ฅ๐š๐ซ๐ ๐ž-๐ฌ๐œ๐š๐ฅ๐ž ๐ฆ๐ข๐ ๐ซ๐š๐ญ๐ข๐จ๐ง projects from Legato EmailXtender to EMC SourceOne, enabling seamless platform transitions and minimizing operational disruption.
  • โœ… Resolved complex technical issues through cross-functional collaboration, improving system stability and customer satisfaction.
  • โœ… Led knowledge-sharing initiatives and technical training sessions, enhancing team expertise and support effectiveness.
EMC NetworkerSQLProduct SupportCustomer Support

Ibm

Network Support Engineer

Oct 2010 โ€“ Mar 2011 ยท 5 mos ยท Bengaluru ยท On-site

  • In my role as a Network Support Engineer at IBM, I specialized in resolving complex networking issues for AT&T, focusing on IP and LAN configurations. I also created Knowledge Base articles to streamline processes and improve team knowledge. My contributions played a vital role in maintaining high service standards and client satisfaction.
Knowledge ManagementNetworkingTechnical SupportCustomer Support

Education

St. Xavier's Collegiate School, Kolkata

ISC

St. Xavier's Collegiate School, Kolkata

ICSE

West Bengal University of Technology, Kolkata

Bachelor of Technology โ€” Information Technology

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AI-Powered Talent SourcingGlobal Technical SourcingDiversity Hiring StrategiesEnd-to-End Recruitment Lifecycle
NA

Neha Agarwal

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at NVIDIA

Patiala, India4 yrs 5 mos exp
Python (Programming Language)Spring BootFull-stack DevelopmentJavaScript
SJ

Saurav Jain

Product Manager

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Operations ManagementProduct ManagementCustomer Support
AJ

Atishay Jain

Product Manager

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Product ManagementCustomer Experience
DR

Deepak Rawat

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Delhi, India14 yrs 4 mos exp
DevOpsAWS