Stephen Jayaseelan
Support Escalations Leader | Driving Customer Success
- Role
- Sr Manager - Global Escalations at Saviynt
- Location
- Hyderabad, TG, IN
- LinkedIn followers
- 500 followers
About Stephen Jayaseelan
Strategic IT leader with a proven track record in driving operational excellence, enhancing customer satisfaction, and fostering high-performing technical support teams. Possess a deep understanding of customer support & services, and technology, including hardware, software, networks, and systems. Passionately leverage technology to deliver innovative solutions. Skilled in building strong relationships with key stakeholders, including executive leadership and customers.
Experience
Sr Manager - Global Escalations
Dec 2024 — Present · Bengaluru, IN
Strategic Escalation ManagementEnd-to-End Ownership: Direct the internal Escalation Management lifecycle, maintaining full accountability for open escalations and the Critical Situation (CritSit) Process.Executive Interfacing: Serve as the primary point of contact for customer executives and technical leadership to rebuild trust and improve sentiment during high-pressure outages or issues.Proactive Prevention: Identify systemic patterns to reduce escalation volume through Knowledge-Centric Support (KCS) and targeted training for L2 engineering teams.Global Operations & PartnershipCross-Functional Influence: Negotiate and partner with Sales, Engineering, and Product teams to remove roadblocks and align resources for rapid resolution.Global Continuity: Coordinate with peer managers worldwide to manage resource allocation and seamless \"follow-the-sun\" hand-offs for high-priority issues.Customer Health: Contribute to the Focus Accounts Program, directly impacting customer retention and preventing churn by stabilizing at-risk environments.Process ExcellenceAnalyze escalation data to provide feedback on existing workflows, suggesting improvements to minimize customer impact and shorten Mean Time to Resolution (MTTR).Lead specialized technical projects and cross-organizational initiatives designed to uplevel support efficiency and team expertise.
Education
University of Madras
BE, Electricals and Electronics
1997 — 2001
Find verified contacts for anyone on LinkedIn
Unifers gives sales teams verified emails and direct dials, enriched profiles, and outreach that lands in the inbox.
Free plan included · No credit card required
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.