Udit Dutta

About Udit Dutta

I’m a results-driven Technical Support Professional with nearly 4 years of experience in IT and gaming environments, specializing in troubleshooting, escalation management, and customer experience. Currently serving as an Acting Team Lead (Step-up Role), I guide and mentor support teams to deliver seamless service and meet SLA/KPI goals.I’ve worked across multiple global time zones, supporting PC, console, and mobile gaming platforms, while ensuring timely issue resolution and process improvement. My approach blends technical expertise with leadership and data-driven decision-making to enhance performance and customer satisfaction.Passionate about continuous learning and team development, I thrive in fast-paced environments that value quality, collaboration, and growth.

Experience

1. Team Lead (Step-up Role)

   Side

   Jun 2025 — Present · Bengaluru, IN

   Oversee and guide a team of 15–20 Technical Support Representatives to ensure exceptional customer experience delivery. Manage daily operations, team performance, and escalations while maintaining SLA and KPI targets. Collaborate with cross-functional teams to drive process improvement, enhance efficiency, and support organizational goals. Mentor and coach agents to improve technical knowledge, communication, and service quality.

Education

• Meghnad Saha Institute Of Technology(MSIT)

  Master of Computer Applications - MCA

• Calcutta Public School - India

  ICSE, Science

• The Heritage Academy 213

  Bachelor of Computer Application

  2015 — 2018

• Calcutta Public School - India

  ISC, Commerce