---
title: "Rohan Joshi - Technical Support Team Lead in Bengaluru | Tal"
description: "Meet Rohan Joshi, Product Support Team Lead | Incident Management, RCA & SLA Delivery | Banking & NBFC | based in Bengaluru."
image: "https://tal.club/meet/rohan-49/share-image"
---

# Rohan Joshi on Tal

## 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

[View the original profile](https://tal.club/meet/rohan-49)

```json
{
  "@context": "https://schema.org",
  "@graph": [
    {
      "@type": "Person",
      "@id": "https://tal.club/meet/rohan-49#person",
      "name": "Rohan Joshi",
      "url": "https://tal.club/meet/rohan-49",
      "image": "https://tal.club/meet/rohan-49/profile-photo.jpg",
      "description": "Meet Rohan Joshi, Product Support Team Lead | Incident Management, RCA & SLA Delivery | Banking & NBFC | based in Bengaluru.",
      "jobTitle": "Technical Support Team Lead",
      "worksFor": {
        "@type": "Organization",
        "name": "Vymo"
      },
      "hasOccupation": {
        "@type": "Occupation",
        "name": "Technical Support Team Lead"
      },
      "homeLocation": {
        "@type": "Place",
        "name": "Bengaluru"
      },
      "alumniOf": [
        {
          "@type": "EducationalOrganization",
          "name": "IBMR Business School"
        }
      ],
      "mainEntityOfPage": {
        "@id": "https://tal.club/meet/rohan-49#webpage"
      }
    },
    {
      "@type": "ProfilePage",
      "@id": "https://tal.club/meet/rohan-49#webpage",
      "url": "https://tal.club/meet/rohan-49",
      "name": "Rohan Joshi on Tal",
      "description": "Meet Rohan Joshi, Product Support Team Lead | Incident Management, RCA & SLA Delivery | Banking & NBFC | based in Bengaluru.",
      "dateModified": "2026-07-17T21:55:47.004Z",
      "isPartOf": {
        "@id": "https://tal.club/#website"
      },
      "mainEntity": {
        "@id": "https://tal.club/meet/rohan-49#person"
      },
      "primaryImageOfPage": {
        "@type": "ImageObject",
        "url": "https://tal.club/meet/rohan-49/profile-photo.jpg",
        "contentUrl": "https://tal.club/meet/rohan-49/profile-photo.jpg",
        "caption": "Rohan Joshi profile photo on Tal"
      },
      "inLanguage": "en-IN"
    }
  ]
}
```