Headline

Product Support Team Lead | Incident Management, RCA & SLA Delivery | Banking & NBFC |

About

I lead product support for enterprise banking and NBFC clients, with 6+ years managing incident resolution, defect lifecycles, and client relationships in fast-paced SaaS environments. Currently, I lead a 4-member support team handling 450-500 tickets a month across 5 banking and NBFC collection clients — maintaining 92% SLA compliance through fast root cause analysis, proactive workarounds that unblock clients while Engineering resolves the underlying issue, and close coordination with Engineering, Product, and QA teams. What I bring: - End-to-end incident and defect lifecycle ownership - SLA management and escalation handling for enterprise clients - Team leadership, mentoring, and process improvement - Hands-on with JIRA, Jira Service Management (JSM), Freshdesk, and Confluence Open to Team Lead / Senior Product Support opportunities in banking, NBFC, fintech, and SaaS. Feel free to connect or reach out — rohan.joshi0666@gmail.com

Location

Bengaluru

Work experience

Technical Support Team Lead at Vymo, Apr 2026 - Present · 4 mos, On-site, - Lead a 4-member Product Support team serving 5 enterprise banking and NBFC clients - Maintain 92% SLA compliance across 450-500 monthly tickets - Reduce incident severity through proactive workarounds, buying Engineering time to resolve root causes - Serve as primary escalation point for critical production incidents across Engineering, Product, and QA - Mentor and coach team members to improve productivity and support quality

Senior Technical Support Specialist at Vymo, Mar 2021 - Present · 5 yrs 5 mos, Hybrid, • Manage end-to-end technical support for major banking and NBFC clients, including HDFC Bank and SMICC, ensuring seamless collections and lending operations. • Lead weekly client calls and internal stakeholder discussions on SLAs and SOPs, driving 95%+ SLA compliance across multiple projects. • Handle 20+ high-priority client escalations monthly, achieving an average turnaround time reduction of 25%, significantly improving client satisfaction scores. • Collaborate with cross-functional teams (engineering, QA, product) to identify process gaps, implement automation, and deliver 15% improvement in operational efficiency. • Create and maintain detailed SOPs, RCA reports, and training materials in Confluence, enabling faster onboarding and standardization of processes. • Provide client-specific training to internal teams, ensuring 100% adherence to compliance and operational guidelines.

Customer Relationship Officer at BlackBuck (Zinka Logistics Solutions Pvt. Ltd.), May 2019 - Mar 2020 · 11 mos, Bangalore Urban, Karnataka, India, • Maintained strong relationships with 50+ fleet owners and logistics partners, increasing platform adoption and driving a 10% boost in monthly transactions. • Onboarded and trained new users on digital freight tools, incentive structures, and operational workflows using Leadsquared CRM. • Handled partner queries and operational issues, achieving a 90%+ resolution rate within SLA timelines.

Interim Sales Supervisor at Quess Corp Limited, Dec 2018 - Apr 2019 · 5 mos, Bengaluru, Karnataka, India, Other Experience Interim Sales Supervisor – Quess Corp Ltd (Dec 2018 – Apr 2019) • Managed modern trade accounts for Himalaya Drug Company, ensuring stock availability and product visibility across assigned retail stores.

Branch Operations Executive at CAMS Repository Services Ltd, Jan 2017 - Jul 2018 · 1 yr 7 mos, Hubli, Karnataka, India, • Assisted walk-in customers with policy-related queries, documentation, and service requests for Aditya Birla Sunlife Insurance. • Processed an average of 40+ service requests daily with 100% accuracy, ensuring compliance with company and regulatory standards. • Conducted training sessions for new joiners on insurance processes, KYC requirements, and operational workflows, improving team productivity by 15%.

Education

Bachelor of Commerce - BCom, Business, Management, Marketing, and Related Support Services, IBMR Business School