Ankur Bose
Escalations Manager (IC)- Saviynt
- Role
- Escalations Manager at Saviynt
- Location
- Hyderabad, TG, IN
- LinkedIn followers
- 500 followers
About Ankur Bose
A certified and technically sound professional, bringing to the table 15+ years of experience. I possess demonstrated excellence in providing collaborative & consultative leadership and oversight and guidance for business needs, innate ability to apply resource management strategies to efficiently develop teams\' performance and optimize productivity, proven experience in facilitating Root Cause Analysis, driving solutions to complex problems, and developing standards for future use and am proficient in providing creative solutions to deliver quality scores, quality audit targets and other performance-related areas.My certifications and training sessions include, • Scrum Alliance – Certified Scrum Master (CSM)| 2021• Advance Program in Data Science | IIM Calcutta• Statistical Quality Control and Six Sigma (Green Belt) certified | Indian Statistical Institute (Hyderabad)| 2018• On Track STAR Certification• Green Belt Training – DMAIC• Manager Alpha Program(dedicated program for FLMS)• Coaching Service Quality (CSQ)• Innovative Stress Management
Experience
Escalations Manager
Feb 2025 — Present · Bengaluru, IN
Leading, planning, and managing the resolution of technical problems with serious consequences to Saviynt and its customers.Drive the internal Escalation Management, including focus on proactively preventing escalations and complete ownership of open escalations.Executing the Critical Situation Process, including aligning with leadership internally and externally.Interface with customer executive, business leadership, and technical contacts regularly to discuss technical issues and improve customer sentiment.Coordinate with peer managers worldwide on resources, issues, and ownershipIdentify areas of improvement to prevent escalations, uplevel escalation handling, and related efficiency.Identify areas of opportunity for reducing escalations via Knowledge Centric support,Provide feedback on escalation processes along with suggestions to minimize customer impact and shorten time to resolution.Manage technical projects as assigned.Work with cross-organizational teams; build seamless partnerships throughout support, sales, engineering, and other organizations within Saviynt.Negotiate and influence skillfully with cross-functional groups to resolve key issuesContribute to the Focus accounts Program to improve customer health and prevent impact to the Saviynt businessManage Major Incidents - end to end along with publishing RCAsHelp Support team with their tickets on day to day basis by guiding them with relevant next steps to resolve
Education
Indian Statistical Institute (SQC & OR)
Statistics Quality Control , Statistics and SIX SIGMA
2017 — 2018
De Nobili School FRI
I.S.C, High School
2000 — 2002
Osmania University
Bachelor of Commerce, Commerce/Accountancy
2002 — 2005
Indian Institute of Management, Calcutta
Advanced Program in Data Science, Statistics and Analytics, Big Data
2019 — 2020
Indian Statistical Institute (SQC & OR)
Business Analytics, Analytics and Statistics
2018 — 2018
Skills
- Management
- Team Building
- Microsoft Excel
- Microsoft Word
- Microsoft Office
- Sales
- Customer Service
- Team Management
- Operations Management
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