ediga Prathap
Open to work9 years experienceTechnical Support Manager
Technical Support Manager, Customer Success Manager, L2/L3 Support Lead.
Standing Rank
Rank Not Available
Developer Badges
Skills & Technologies
28 skillsGitHub Activity Evidence
GitHub Footprint Not Connected
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Work Experience
Assistant Manager – Technical Support
Photon Interactive Pvt Ltd
- Led a 14-member L2/L3 support team handling 150+ daily tickets with 90% SLA compliance; achieved zero SLA breach quarters across SaaS, CRM, and SCM platforms.
- Managed end-to-end L2/L3 escalation resolution for complex SaaS and SCM incidents, performing structured RCA and partnering with engineering on permanent fixes.
- Served as primary escalation point for Salesforce CRM and SCM logistics incidents; resolved data inconsistencies, workflow failures, validation errors, and EDI integration defects.
- Performed API testing and debugging using Postman (REST/SOAP) across EDI formats (204, 214, 856), accelerating critical bug resolution with engineering.
- Monitored system health via Kibana and NMC dashboards, proactively identifying production incidents before customer impact.
- Led incident triage and coordination across Business, Development, Infrastructure, and Carrier teams with clear status updates.
- Drove team upskilling through targeted L&D and monthly reviews; authored SOPs and troubleshooting guides, and mentored junior team members.
- Leveraged AI tools (Google Gemini, ChatGPT, Claude) to accelerate log analysis, API testing, and RCA documentation.
Senior Executive – Academic Operations
UpgradJeet
- Managed end-to-end academic operations for an ed-tech SaaS platform, handling stakeholder communication and escalation management.
- Introduced structured workflows that reduced scheduling conflicts and operational delays.
- Acted as a key liaison between students, faculty, and internal teams to resolve academic and operational escalations promptly.
- Maintained operational trackers and reports to monitor program delivery and highlight process bottlenecks.
Application Support Specialist
Directi (Zeta)
- Provided L1/L2 application support for fintech products with strong CSAT outcomes.
- Gained expertise in SQL-based troubleshooting, log diagnostics, and SLA-driven support practices.
- Documented recurring issues and resolution steps to build a reusable internal knowledge base for the support team.
Back Office Executive
Imma Web Pvt Ltd
- Managed partner onboarding, data validation, and escalation handling.
- Coordinated with internal teams to ensure accurate and timely processing of partner records and requests.
Aadhaar Supervisor
Graph Soft Solutions
- Supervised high-volume enrollment operations with compliance audits and data accuracy focus.
- Trained and guided enrollment operators to maintain data quality and adherence to compliance standards.
Projects
Projects Not Populated
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Leaderboard Standings
Leaderboard Position Pending
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Assessment Highlights
Assessments Not Completed
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AI Collaboration Score
AI Collaboration Score Pending
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Role Compatibility Profile
Role Compatibility Analysis Pending
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Achievements
SLA Compliance
Maintained 90%+ SLA compliance on 150+ daily tickets with zero SLA breach quarters.
Team Scaling
Built and scaled a 14-member L2/L3 support team with structured RCA processes.
Ticket Volume Reduction
Reduced client onboarding ticket volume by ~30% through knowledge base optimization.
Escalation Resolution Efficiency
Cut average escalation-to-resolution time by proactively triaging incidents.
KPI Reporting Improvement
Established recurring KPI and SLA reporting cadence for leadership.
Escalation Ownership
Recognized as go-to escalation owner for high-severity Salesforce CRM and SCM/EDI incidents.
About Details
Professional Bio
Results-driven Technical Support leader with 9+ years across SaaS, API-based platforms, and SCM operations. Expert in L2/L3 escalation management, Salesforce CRM administration, and API debugging. Proven track record of scaling teams, improving SLA compliance, and driving permanent product fixes.
B.Tech in Computer Science
JNTUA ( - Present)