Kundan Mahajan
Technical Support Manager I Program Manager I Service Delivery Manager I ITIL Trained
- Role
- Senior Technical Support Manager at LTIMindtree
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Kundan Mahajan
Senior customer operations and technical support leader with 15+ years scaling escalation…
Experience
Senior Technical Support Manager
Aug 2021 — Present · Hyderabad, IN
Global Team Leadership – Led 180+ member technical support team, resolving conflicts and driving consensus on critical issues. Conducted executive reviews with Microsoft leadership.Performance & Analytics – Managed Power BI dashboards tracking KPIs (FDR, FCR, CSAT, SLA), improving resolution times by 30%.Escalation & Crisis Management – Owned high-priority escalations (C-level/executive cases), ensuring 98% customer satisfaction on critical issues.Training & Performance Management: Conducted regular 1:1s, skill assessments, and training sessions to enhance team capabilities and maintain high service standards.Team Development & Retention – Drove career growth programs, achieving 85% retention and boosting FCR by 25% through coaching. Process Automation – Partnered with Engineering to deploy automation solutions, reducing manual case work by 40%.Operational Excellence – Optimized hiring & capacity planning, maintaining 10% headcount buffer while improving First Quality Response (FQR) by 35%.
Education
The Global Open University
Bachelor of Arts (B.A.), Education
2010 — 2012
Institute of Management Technology, Ghaziabad
Post Graduation Program, Management
2020 — 2021
St Mary's High school
High school, High School/Secondary Diplomas and Certificates
1993 — 2004
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