Ranjeet Singh
Senior Manager, Global Technical Support @TraceLink
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WORK HISTORY
Senior Manager, Global Technical Support @TraceLink
IN
Global Delivery Governance & Operations Leadership• Direct APAC support operations within a 24/5 follow-the-sun global delivery framework aligned with US and EMEA leadership.• Own service governance across multiple enterprise accounts, ensuring SLA adherence, escalation control, and customer satisfaction consistency.• Drive operational maturity through structured KCS adoption, improving knowledge reuse and reducing escalations.• Partner with Product, Engineering, and Customer Success leadership to influence roadmap prioritization based on recurring customer patterns and risk trends.• Lead automation initiatives including AI-enabled case routing and workflow optimization to improve response velocity without proportional headcount growth.• Coach and develop frontline managers, strengthening accountability, performance discipline, and leadership bench depth.• Present operational insights and service performance metrics to senior leadership to support strategic decision-making.
ABOUT RANJEET SINGH
I build and scale global technical support organizations where governance, operational…
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