--- title: "Niranjana Banakar - Project Manager - Product Support in Bengaluru | Tal" description: "Meet Niranjana Banakar, A Product/Customer Support & Success Leader | 14+ Yrs | Enterprise SaaS | Escalation Mgmt | SLA Governance | CSAT | Team Leadership | Support Program Planning | Open to Opportunities based in Bengaluru. AI stack includes anthropic apis, claude code, and claude." image: "https://tal.club/meet/niranjana-banakar/share-image" --- # Niranjana Banakar on Tal ## Headline A Product/Customer Support & Success Leader \| 14\+ Yrs \| Enterprise SaaS \| Escalation Mgmt \| SLA Governance \| CSAT \| Team Leadership \| Support Program Planning \| Open to Opportunities ## About 14 years in customer support\. 27\-person teams\. Enterprise SaaS\. Global clients\. Hundreds of escalations handled\. Thousands of tickets closed\. Here's what I've learned: great support isn't reactive it's engineered\. I'm Niranjana, a Customer Support Leader who builds support operations that scale with clear SLA frameworks, structured escalation paths, and teams that are empowered to solve, not just respond\. Over the past 14 years, I've worked across companies like OLA Electric, HCL Technologies, and ZingHR leading teams, managing enterprise clients across geographies, and turning support chaos into structured, measurable operations\. A few things I'm known for: ✅ Cutting resolution times through structured escalation governance ✅ Leading 27\+ member support teams across global SaaS deployments ✅ Driving 15–25% productivity gains through RCA\-led process improvements ✅ Building knowledge bases that reduce repeat tickets and boost self\-service ✅ Owning SLA compliance end\-to\-end — reporting, reviews, and accountability Tools I live in: Zendesk · ServiceNow · Jira · Salesforce · New Relic Certified: Professional Scrum Master \(PSM\) \| Kepner\-Tregoe Problem Management 🏆 Pinnacle Performer of the Year — OLA Electric \(2023\) 🏆 HCL Achievers League Award \(2022\) If you're looking for someone who can lead support operations, build high\-performing teams, and make customers feel genuinely taken care of, let's talk\. 📩 niranjan\.ghmssb@gmail\.com ## Location Bengaluru ## AI stack anthropic apis claude code claude gemini openai Microsoft Copilot ## Work experience Project Manager \- Product Support at ZingHR, Jul 2024 \- Feb 2026 · 1 yr 8 mos Product Support Manager at Ola Electric, May 2022 \- Jan 2024 · 1 yr 9 mos, Bengaluru, Karnataka, India, •Responsible for communication with key customers, the sales organization and key management staff on the status of support services and critical accounts within the assigned geography •Creates reports and statuses to review with sales executives on their Services business and develops plans and activities that technical support can execute to assist customer and prospects •Proactively addresses any issues impacting the effectiveness of product service and customer perceptions of deficiencies with respective stakeholders\. •Provides team leadership and mentoring of other team members\. •Ensure timely, professional and effective communication with the customer and internal executives •Manages the remediation process and technical resources by facilitating cross departmental collaboration, coordinates the end to end customer experience and owns the internal and external communications\. Acts as customers and account team’s primary contact during critical situations •Works with the technical specialists to manage the escalation and resolution of problems and incidents\. •Initiates and facilitates the discussion with customer and respective resolution stakeholders during critical issues\. Ensures timely, professional and effective communication with the customer and internal groups from both the technical and management perspectives •Oversees top tier customer critical account technical support situations to insure all elements of technical support are progressing to issue resolution •Develops and delivers executive communication to customer and internal stakeholders on status of critical Service Requests\. •Provides ongoing status updates to Team Lead and Management •Escalates issues/risks quickly for mitigation Senior Product Support Engineer at HCL Software, Jan 2020 \- May 2022 · 2 yrs 5 mos, India SaaS Product Support Engineer at Abaqus Inc\., Dec 2017 \- Jan 2020 · 2 yrs 2 mos, Bangalore, Abaqus Inc\. provides a SaaS platform with Industry\-specific solutions to automate clients field service operation and integrate their field events and data with business software systems i\.e\. ADP, CRM/ERP, FMS, TMS, ECM/HER, Payroll systems\. • Taking ownership of customer issues reported and seeing problems through to resolution by working with internal teams • Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams • Deep level analysis for all reported issues and documenting them before escalating them to QA\. • Tracking all the Requests/Issues raised and periodically checking and escalating them for resolution • Providing workaround wherever applicable to the customer and identify new features to solve customer problems/workflow • Willing to learn and adapt to new technology, new product features and products and ability to support multiple products • Understanding the customer business and domain to be effective representative and work towards customer success • Knowledge on ticketing tools i\.e\. Jira, Zendesk & Freshdesk\. Key responsibilities: • As a team member, responsible for attending calls/emails and working on the tickets raised until its closure • Replicate all issues reported and provide relevant information to the QA and Development teams\. • Test and understand new features by reading release notes and raise any deficiencies if identified, the same would also be needed demoed to the customers • Identify the common causes of the Incidents, defects, prioritize them and systematically work towards eradicating them so that they do not reoccur in future\. • Installation of company’s software and testing them with the customer through remote access • Sharing knowledge and learning with the team by documenting in knowledge base\. Technologies Used: Java, Cron services, Apache tomcat, AWS S3\. iOS, Android\. Product Support Engineer at Atos, Apr 2013 \- Dec 2017 · 4 yrs 9 mos, India, Atos is the Worldwide Information Technology Partner for the Olympic & Paralympic Games and operates under the brands Atos •Provided technical support to customers on proprietary software and applications including installation, usage and appropriate service level •Customer Problem Management: User interactions through telephonic/email /tickets to get more details for a fault\. •Time\-efficient, systematic working methodology\. Rapid adaptability to new problem\-solving and new locations\. over the phone or via remote •Identify and resolve engagement issues, independently to the extent possible, only escalating issues as appropriate •In accordance with agreed procedures; monitors application and client servers\. As a part of this carries out regular scrutiny of the application software, systems software for proactive maintenance\. •Proficient, dynamic and result oriented team player with excellent analytical and interpersonal skills used to coordinate multi\-disciplinary teams and clients and consistently motivated toward success and completion of projects\. •Manage production application operations and services transaction logs and resolve issues with rejected transactions•Making database backup regularly •Reoccurring issues and provides input to development teams\. •Upgrading and deploying software’s in case of any enhancement or core releases\. • Provides correct responses to requests for support by means of, for example: making modifications to system parameters, Supporting developing workarounds or site\-specific enhancements, re\-configuring systems, changing operating procedures, training users or operations staff, producing additional documentation, or escalating requests to systems development staff or software suppliers\. Clients; : •AtoS India, Parle Biscuits India, SKF India, ITC Food’s, SAP Labs •Siemens Health care, Hindustan Unilever Limited in IoT Connected to Room product Technologies Used: Java, Apache tomcat, \.Net platforms\. ## Education BCA \(Regular\), SVC Intermediate, SVC [View the original profile](https://tal.club/meet/niranjana-banakar) ```json { "@context": "https://schema.org", "@graph": [ { "@type": "Person", "@id": "https://tal.club/meet/niranjana-banakar#person", "name": "Niranjana Banakar", "url": "https://tal.club/meet/niranjana-banakar", "image": "https://tal.club/meet/niranjana-banakar/profile-photo.jpg", "description": "Meet Niranjana Banakar, A Product/Customer Support & Success Leader | 14+ Yrs | Enterprise SaaS | Escalation Mgmt | SLA Governance | CSAT | Team Leadership | Support Program Planning | Open to Opportunities based in Bengaluru. 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