Gangadhara H S

About Gangadhara H S

Technical Support Manager with 12 years of experience leading support teams across APAC, EMEA, and the US.At UiPath, I manage 10 support engineers and own service delivery for the top 30 APAC enterprise accounts — incident management, escalation triage, problem management, and CSAT, aligned to ITIL 4 standards.In three years at UiPath: CSAT reached 92%(top 10% globally), monthly escalations dropped 34%, resolution time improved 28%, and L1 inbound volume fell 38% through a GenAI deflection engine.ITIL 4 certified | Certified Support Manager (CSM)| UiPath Certified RPA AssociateSelected achievements:• 34% reduction in escalations through predictive analytics and AI‑driven interventions.• Increased CSAT and improved overall satisfaction by 25%.• Led 24/7 support operations achieving 30% backlog reduction and 60% fewer escalations at Sprinklr.

Experience

1. Support Manager

   UiPath

   Jun 2023 — Present · Bengaluru, IN

   Managing 10 support engineers across APAC. Responsible for incident management, escalation triage, queue health, and SLA compliance (P1–P4) for UiPath\'s top 30 APAC enterprise accounts.• Achieved 92% CSAT — top 10% globally within UiPath\'s support organisation.• Reduced MTTR by 28% and improved FRT by 40% through automated routing and workload balancing across engineers, without increasing headcount.• Developed an account health scoring and case sentiment score model (open ticket age, CSAT trends, response rate) — monthly escalations down 34%.• Proactive Escalation Management. • Backlog Management

Education

• Visvesvaraya Technological University

  Bachelor of Technology

• Visvesvaraya Technological University

  Bachelor's degree, Mechanical Engineering

  2009 — 2013