ASAkhil Satheendran

Akhil Satheendran, Manager - Technical Support.

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01About

Hi, I'm Akhil.

Application Support Manager with 9+ years of experience leading multi-country support teams across Europe and Asia. Proven expertise in 24/7 application support operations, incident and problem management, SLA/KPI governance, stakeholder communication, and continuous service improvement. Strong background in ITSM-aligned support models.

Experience across Europe and Asia, with a strong ITSM-aligned background.

RésuméEmail
Location
Lisbon, Portugal
Education
MBA · B.Tech CSE
Current role
Manager - Technical Support, Sureminds Solutions

“Lead the team, own the escalation, and keep everyone informed when it matters.”

02Skills

The periodic table of my stack.

03Selected work

Teams I've led.

01 · Manager - Technical Support · Sept 2021 – Present · Portugal

Sureminds Solutions

Leads application and product support analysts and oversees day-to-day support for customer-facing platforms.

  • Performance feedback, mentoring and objective-based evaluations
  • High availability, stability and performance in production
  • Primary escalation point for high-impact incidents
  • Clear stakeholder communication during critical outages
  • Incident prioritisation, service requests and defect tracking
  • Adherence to agreed SLAs and KPIs
CRMTicketingSLA / KPIIncident response
02 · Technical Support Manager · Feb 2020 – Aug 2021 · Singapore

BASCO Pte Ltd

Managed a customer-facing technical support function in a high-expectation B2B environment.

  • Led a geographically distributed support team
  • Coaching, performance management, workload prioritisation
  • Escalation owner for complex technical and customer issues
  • Resolutions met quality and timeliness standards
  • CRM, communication and analytics integrations with IT and automation teams
  • Worked across time zones and multicultural teams
CRMAutomationAnalyticsB2B support
03 · Senior Specialist - Technical Lead · Aug 2016 – Dec 2018 · UK / India

Goldman Sachs Investment Bank

Provided production application and process support for business-critical financial services platforms in a high-pressure, SLA-driven environment.

  • Managed incidents, service requests and escalations
  • Timely resolution within strict client SLAs
  • Root cause analysis of recurring incidents and process failures
  • Recommended long-term corrective actions
  • Worked with client stakeholders, development teams and operations
  • Improved system reliability and service delivery
Production supportRCASLAFinancial services
04Experience & education

One path, so far.

  1. 2011 – 2015Education

    Bachelor of Technology

    John Cox C.S.I Institute of Technology

    Computer Science Engineering. Scored 90% marks in final year seminar.

  2. 2015 – 2018Education

    Bachelor of Arts, English

    Annamalai University

    Major in English Language and Literature.

  3. Aug 2016 – Dec 2018Role

    Senior Specialist - Technical Lead

    Goldman Sachs Investment Bank · UK / India (EOR: RR Donnelley)

    Production application and process support for business-critical financial services platforms.

  4. Mar 2019 – Jun 2020Education

    Master of Business Administration

    TEG International College · Singapore

    Specialised in Leadership. Graduated with 90% marks. Completed a 6-month internship.

  5. Feb 2020 – Aug 2021Role

    Technical Support Manager

    BASCO Pte Ltd · Singapore

    Ran a customer-facing technical support function in a high-expectation B2B environment.

  6. Sept 2021 – PresentRole

    Manager - Technical Support

    Sureminds Solutions · Portugal

    Leads a team of application and product support analysts and is the primary escalation point for high-impact incidents.

05Achievements

Recognised along the way.

01 / 04

Annual award winner

For excellence and commitment

Career achievement

0
02 / 04

Cynosure of the Team

Team recognition

Career achievement

0
03 / 04

Client appreciations

Received numerous client appreciations

Career achievement

Many
04 / 04

Best Team Manager

Management recognition

Career achievement

0
and counting →
06Contact

akhilsathy93@gmail.com
+351 939 243 245Résumé ↓