--- title: "Keshav K. - Manager Customer Support Engineering in Bengaluru | Tal" description: "Meet Keshav K., Service Manager at Widas Group based in Bengaluru. AI stack includes antigravity, claude code, and codex." image: "https://tal.club/meet/keshav-kumar-5/share-image" --- # Keshav K\. on Tal ## Headline Service Manager at Widas Group ## About At Widas Group, as Service Manager, my focus centers on delivering exceptional customer experiences while refining SaaS service delivery\. I coordinate IT service delivery and support activities, ensuring seamless and timely service to end users\. By developing new guidelines and processes, I work closely with Operations, Development, and Integration teams to elevate service operations to meet industry standards\. A key part of my role is to proactively identify and resolve potential service issues, helping to fortify our monitoring and alerting systems to prevent disruptions\. With a strong foundation in ITIL and ITSM principles, I manage the service desk ticketing system, ensuring that tickets are logged, tracked, and resolved within agreed timelines\. I serve as a liaison between departments, promoting collaboration and ensuring adherence to established IT processes and standards\. This includes supporting IT leadership in implementing core processes that enhance team efficiency while enabling a smooth transition for both the team and clients\. As a mentor, I evaluate team performance, set KPIs, and support junior team members in their professional growth, fostering a positive and productive work environment\. My technical expertise spans cloud services complemented by hands\-on experience with tools like Zendesk, Freshdesk, Hubspot, Gitlab, Jira and Confluence\. I also contribute to building a robust knowledge base and thorough documentation of IT processes, preparing detailed performance reports to analyze productivity and goal achievement\. Through innovation and a commitment to excellence, I aim to continuously improve service delivery, ensuring our solutions exceed client expectations\. Additionally, experience with AI tools and automation solutions allows me to drive efficiency and quality in our operations\. ## Location Bengaluru ## AI stack antigravity claude code codex cursor github copilot ## Work experience Manager Customer Support Engineering at Widas Group, Mar 2026 \- Present · 6 mos, Banglore, Delivering exceptional customer experiences and service management is a priority for me\. As a service manager at Widas, I lead the customer support and on\-call teams, ensuring we’re prepared to handle incidents and deliver timely support 24/7\. I take a hands\-on role during major issues, coordinating responses across teams, managing escalations, and ensuring clear communication with all stakeholders\. I also take ownership of incident reviews and prepare RCA reports that focus on long\-term improvements\. I oversee the daily operations of the support team, plan workloads, monitor service levels, and ensure requests are handled within expected timelines\. I regularly conduct performance reviews, mentor team members, and help foster a collaborative and positive work culture\. I’m actively involved in refining our processes and introducing improvements that make our service more efficient\. This includes driving automation projects to reduce manual work, working on internal initiatives to improve support tools and systems, and leading customer onboarding projects to ensure a smooth start for new clients\. A big part of my work also includes maintaining accurate and easy\-to\-understand documentation\. I make sure that product updates and new releases are communicated to customers promptly and clearly\. Additionally, I support project planning and cost estimation, and I work closely with other departments like development, operations, and integration to ensure our efforts are aligned and seamless\. I also represent the support function in discussions with senior leadership, helping align our service goals with the company’s broader objectives\. Service Manager at Widas Group, Jul 2023 \- Mar 2026 · 2 yrs 9 mos, Established SaaS service management guidelines and operational standards across distributed Operations, Development, and Integration teams\. Led 24×7 global support coverage and follow\-the\-sun operating models across APAC, EMEA, and North America\. Strengthened proactive monitoring and alerting using Datadog, Prometheus, Grafana, Kibana, and Cloudflare to identify service degradation and security threats\. Assessed business and customer impact of maintenance, infrastructure changes, releases, and production irregularities, defining appropriate mitigation and communication plans\. Led critical production incidents and cross\-functional war rooms, driving rapid recovery, stakeholder coordination, and transparent customer communication\. Improved SLA adherence and service quality through operational governance, escalation processes, proactive communication, and continuous service improvement\. Partnered with Security and Compliance teams to align production support operations with ISO 27001, SOC 2, and PCI DSS requirements\. Improved support efficiency through automation and self\-service initiatives, increasing self\-service adoption by 35%\. Designed data\-driven global staffing and coverage models, maintaining uninterrupted support while reducing overtime costs by 10%\. Delivered Voice of Customer and escalation trend insights to Engineering and Product teams to drive proactive product and service improvements\. Solutions Engineering Manager at Unbxd Inc\., A Netcore Company, Oct 2022 \- Jul 2023 · 10 mos, Bengaluru, Karnataka, India, •Deciding on the required resources and organising the project's operations in accordance with Agile methodologies to guarantee effective delivery\. •After the new API release or any modifications, created comprehensive and user\-friendly API documentation, enabling easy integration for partners and fostering efficient communication between technical teams\. •Expertly perform API testing using tools like Postman and cURL, ensuring the quality and functionality of APIs on a daily basis\. Identify and resolve issues promptly, enhancing the overall reliability and performance of the system\. •Act as a leader within the Solutions Engineering team, taking charge of daily scrums to allocate tasks effectively and efficiently\. By optimising work allocation, I ensure the team's productivity and successful completion of projects\. •Owning the daily operational efficiency of the Solutions Engineering team, guaranteeing that all sales motions receive the necessary technical support\. This involves coordinating with stakeholders, managing resources, and proactively addressing any obstacles that may hinder progress\. •Collaborate closely with cross\-functional teams, including sales, product management, and development, to understand business requirements and provide technical guidance and expertise throughout the partnership lifecycle\. •Implemented process improvement to shape organisational culture, optimise procedures for higher efficiency and help the company evolve and grow\. •Managing technical projects, ensuring successful implementation, starting from POC, Onboarding until the customer goes live\. •Test and approve API modifications, ensuring compliance with quality standards and a seamless user experience\. •Focused on automating and using scripts to automate manual tasks and improve productivity, resulting in a 20% reduction in time spent on repetitive tasks\. Global Product Support Engineer at Jumio Corporation, Aug 2021 \- Oct 2022 · 1 yr 3 mos, India, • Playing a key role with supporting Customer Success, Engineering, Product, Sales, and Account Management teams • Handling internal questions, providing product education and training, as well as engaging with customers • Performing effective and efficient handling of all levels of technical support cases ranging from basic user questions to issues requiring more in\-depth technical knowledge • Analyze and troubleshoot problems experienced by Jumio customers; including reproducing them and ultimately trying to respond to customers with a solution • Managing technical issues to completion; involves periodically working standby hours, if necessary • Performing technical certifications of customer integrations before launch\. • Working inside the cross\-functional agile teams, closely cooperating with developers, operations, product owners, and other key stakeholders\. • Actively contributing to both Jumio’s internal and external \(customer\) Knowledge Base, produce technical documentation, incident reports, and release notifications\. Technical Support Engineer at LoginRadius, Sep 2019 \- Aug 2021 · 2 yrs, Jaipur, Rajasthan, India, Responsibilities​: • Experienced supporting applications based on ALL platforms and supporting REST APIs and providing support on many different inbuilt solutions for providing the best use case solutions to the customer\. • Managing cases, requests and enhancements using online tools and processes and ensuring that client systems are fully operational and any loss of service is restored in a timely and efficient manner • Experienced working in SLA based 24\*7 Application Support projects and knowledge of Application Support processes \- SLA based services, Incident Management, Change Management, Problem determination, workaround resolution, root cause analysis, primary incident management, and I have good Knowledge of ITIL Processes\. • Create productive relationships with and between key stakeholders so that best and in time, solutions can be provided to the customer and ensuring that solution and support documentation is maintained to the highest quality and accuracy\. • Coordinating with the implementation team by following standard procedures for the proper escalation of unresolved issues, preparing accurate and timely Incident reports, and ensuring useful recordings and closure of all issues\. • Defining and upgrading new processes according to the requirement of the product and customers\. • Monitoring and managing workflow or daily targets to assure perfection in operational tasks\. • Creating and testing the JS demo and another demo on over more than 200 platforms\. Senior Application Engineer at Jumio India, Mar 2017 \- Sep 2019 · 2 yrs 7 mos, Jaipur Area, India, Responsibilities: • Identify solutions to resolve advanced customer issues and to implement Jumio products into the client’s app and webpages and to test the iframes/ source code on the client’s webpage and SDK\. • Creating & managing client’s Salesforce implementations with their certifications and accounts\. • Working with the team completing Internal research and report the bugs/issues to Dev team\. • Takes ownership of special projects assigned by AM/M and ensuring completion on time, which includes definition, implementation, and rollout\. • Identifies critical areas for improvement and work on to change existing procedures\. • Mentoring Support Engineers so that they can grow and learn more complex tasks and troubleshooting\. • Helps to perform regular ticket reviews to ensure proper workflow and procedure is followed • Providing performance assessment feedback of Engineers to Assistant Manager\. • Incident management and creating a postmortem report\. To improve the incident management process, I have created a new dashboard in Grafana which was connected to a Webhook event that sends an alert on the Slack channel, when the queue is about to reach the threshold\. • Create new and helpful customer Knowledgebase articles and document knowledge in the form of internal knowledge base tech notes\. • Training the team and newly hired engineer with the implementation process and enhancing their skills to collaborate with the clients\. • Leading the team, managing the roster and assigning the task for the day, also working side by side for their improvement by reviewing the email response drafts, monitoring the calls, and sharing feedback, so that the customer always gets the required solution\. • Upgraded the manual reporting process to advanced automation reporting via Zendesk for monthly and weekly support report, it includes every single attribute which is required while measuring the performance according to the KPIs\. ## Education Bachelor of Technology \- BTech, Computer Science, SYMBIOSIS INTERNATIONAL UNIVERSITY Computer engineering, Computer Engineering, STBS College of Diploma Engineering [View the original profile](https://tal.club/meet/keshav-kumar-5) ```json { "@context": "https://schema.org", "@graph": [ { "@type": "Person", "@id": "https://tal.club/meet/keshav-kumar-5#person", "name": "Keshav K.", "url": "https://tal.club/meet/keshav-kumar-5", "image": "https://tal.club/meet/keshav-kumar-5/profile-photo.jpg", "description": "Meet Keshav K., Service Manager at Widas Group based in Bengaluru. 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