---
title: "Ruchi Aggarwal - Enterprise Support Manager in Bengaluru | Tal"
description: "Meet Ruchi Aggarwal, Enterprise Customer Support Manager || AI Enabled || Ex-Atlassian || Ex- Microsoft || Customer Success || People Orientated || Service Delivery Manager based in Bengaluru. AI stack includes claude."
image: "https://tal.club/meet/ruchi-aggarwal/share-image"
---

# Ruchi Aggarwal on Tal

## Headline

Enterprise Customer Support Manager \|\| AI Enabled \|\| Ex\-Atlassian \|\| Ex\- Microsoft \|\| Customer Success \|\| People Orientated \|\| Service Delivery Manager

## About

Dynamic and effective Leader with strong business acumen, I am responsible for delivering great customer experience across multiple line of business with focus on building and leading a high performing team of engineers\. Ensuring our teams provide positive customer experience with effective communication and partnering well with them and other stakeholders\. Core Competencies : •Customer Experience and Success •Strategic Level Engagement •Escalation Management •Solution Partner and Vendor Management •Innovation & Automation •Building & Managing Teams •Cross\-Functional Integration •Cost Optimization •People Management •Opportunity Identification •Process Compliance

## Location

Bengaluru

## AI stack

claude

## Work experience

Enterprise Support Manager at Atlassian, Jul 2023 \- Mar 2026 · 2 yrs 9 mos, India, ▪ Leading a team of highly skilled and experienced engineers in the Cloud Enterprise space for one of the Atlassian’s key product Jira Service Management for EMEA Support Operations for Enterprise customers\. ▪ Mentored engineers on career growth, succession planning, and professional development\. Responsible for hiring, onboarding, and mentoring Senior Support engineers to ensure their success in the organization\. ▪ Escalation POC for complex customer issues, assisting the team with prioritization and negotiation to manage customer expectations effectively\. ▪ Uses analytics and performance metrics \(IRT, AHR, CSAT\) to drive team priorities, identify trends, and measure success\. ▪ Spearheaded process and efficiency improvements, reducing response times and enhancing resolution quality by implementing collaboration tools, automation workflows, and knowledge\-sharing frameworks\. ▪ Collaborating closely with engineers on cases, with fair knowledge of SaaS support challenges across AWS, APIs, security, workflows, performance, and scalability\. ▪ Led data\-driven initiatives powered by custom AI workflows to enhance operational efficiency, delivering a 30% reduction in AHR \(Average hours to resolve\) and measurable improvements in CSAT and NPS\. ▪ Partners effectively with Engineering, Product, Customer Success, and Cloud Operations to drive systemic improvements and closed\-loop feedback\. ▪ Owned change management and release readiness for solution partners, enabling smooth adoption of product updates and minimizing customer impact\.

Support Engineering Manager at Microsoft, Aug 2022 \- Sep 2023 · 1 yr 2 mos, India, ▪ Leading and managing a team of highly Techno Functional professionals, Technical Leads and Escalation to support worldwide Premier, Unified and Broad Commercial customer base within the Dynamics 365 CE and F&O\. ▪ Responsible to ensure engineer readiness, capacity management, hiring and performance management\. ▪ Contributing towards process improvement to keep the service delivery intact despite the challenges of capacity and capability\. ▪ Act as a Voice of Customer and established connections between Field teams, CSS and Engineering Group\. ▪ Accountable for key biz matrices i\.e\. CSAT, Initial Response, Throughput and Customer pain time\. ▪ Being as People Excellence Lead, driving employee engagement

Senior Service Delivery Manager at Fujitsu, Dec 2020 \- Aug 2022 · 1 yr 9 mos, Bangalore Urban, ▪ Business development and customer engagement \. Owns customer operational relationship,develops & nurtures to excellent customer satisfaction\. ▪ Responsible for end\-to\-end delivery of the projects in portfolio\. ▪ Maintaining green CSAT and NPS ▪ Keeping contract margins healthy\. Owns expense/cost target commitments for all service delivery\.

Program Manager at Accenture in India, Jun 2008 \- Dec 2020 · 12 yrs 7 mos, Bengaluru, ▪ Leading team of 200\+ cross\-functional and geographically distributed associates\. Bangalore – Jun 2008 – Nov 2020 ▪ Own and maintain the PMO governance, such as portfolio reviews, risk assessment workshops, stage\-gate approvals, financial reviews and portfolio health updates\. ▪ Led end\-to\-end project delivery by adopting DevOps methodologies and CI/CD practice\. Driving agile practices across project\(s\) streams\. ▪ Defining project execution roadmap and establishing milestones\. Defining roadmap for financial targets across account\. ▪ Co\-Create KPIs engaging Customer and key stakeholders\. Periodic Project Health reports to customer and key stakeholder\. ▪ Process optimization by eliminating redundancies\. Value creation by cross functional integration and clustering\. ▪ Established 24\*7 application support cross\-functional teams\. ▪ Lead 3rd party audits for information security and process compliance\. ▪ Ensuring high quality deliverables by implementing DevOps practices in conjunction with Agile methodology\. ▪ Conceptualized and developed product for validating contracts and solution plan, reducing the efforts by 60%\. ▪ Professional Achievements o ACE \(Individual\) – 2018 – Customer Satisfaction o ACE \(Team\) – 2017 – Productivity Increase by 30%

Senior Engineer at Xansa, Sep 2006 \- Jun 2008 · 1 yr 10 mos, On\-site, ▪ Leading a team of \.Net Developer for building the billing energy consumption by commercials for Centrica in London Office\. ▪ Playing a role of business analyst for gathering project enhancement requirements in Co\-operative society in Wigan office\. ▪ Worked on internal projects to streamline the training portals\.

## Education

Master of Computer Applications \- MCA, Computer Science, Guru Gobind Singh Indraprastha University

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

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