Salman Khan
Technical Support Manager | Scaling 24x7 SaaS Operations, Driving Support Excellence & Customer Satisfaction | ITIL
- Role
- Manager, Customer Support at Lyric
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Salman Khan
I am a results-driven Technical Support Manager with 11+ years of experience leading global customer-facing operations across SaaS, Cloud, Web, and NOC environments. I specialize in building high-performing teams, scaling support frameworks, and ensuring enterprise customers receive exceptional, reliable service.Over the course of my career, I have- Led global 24x7 support teams, resolving complex escalations through close collaboration with Product, Engineering, and Customer Success- Delivered measurable gains in SLA compliance, RCA quality, and service reporting, consistently driving CSAT improvement- Built and scaled incident management processes from the ground up, reducing MTTR by 50% and improving service uptime- Applied ITIL methodologies to optimize processes and enable continuous service excellence.I thrive on developing resilient support systems, creating customer-first processes, and empowering teams to exceed expectations. Whether managing a critical incident or shaping long-term operational strategy, my focus remains on operational efficiency, and customer satisfaction.Core Strengths: Technical Support Leadership | Incident & Problem Management | SLA Governance | Customer-Centric Operations | Continuous Improvement | Knowledge Management | Team Coaching & Empowerment
Experience
Manager, Customer Support
Nov 2025 — Present · Bengaluru, IN
Education
KNGD Modi Engineering College, Uttar Pradesh Technical University
Bachelor of Technology - BTech, Electronics and Communications Engineering
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