ROHIT TIWARI
Pune
Summary
Client Support Leader with 20+ years of experience in IT service delivery, escalation and incident management, and client relationship management across BFSI and SaaS platforms. Proven record of improving CSAT by 30%, reducing resolution time by 25%, and optimizing cost through support automation. Expert in CRM platforms (Salesforce, JIRA, ServiceNow), Data analysis, and stakeholder governance. Known for aligning support strategies with organizational goals to drive measurable outcomes.Improved Data quality and validation frameworks, reducing reconciliation errors by 10%. Managed 24/7 production platform support with 99.9% uptime across global markets. Developed analytics dashboards enabling business visibility into performance metrics. Optimized resource utilization and workforce planning, improving productivity by 15%. Managed budget planning, forecasting, and financial performance tracking. Managed relationships with senior stakeholders across technology, operations, and business teams. Identified upsell and cross-sell opportunities within existing client engagements. Ensured 100% adherence to SLAs across service delivery operations. Built KPI dashboards improving real-time operational visibility. Streamlined operational processes reducing turnaround time by 20%.
Overview
23
23
years of professional experience
4
4
Certifications
1
1
Language
Work History
Client Service Account Manager
FIS India Ltd
01.2023 - Current
- Spearheading end-to-end client relationship management and service delivery operations for high-value global financial clients, including BNY Mellon, ensuring seamless engagement across multiple geographies.
- Elevated SLA adherence to 99.5%, directly boosting Client Satisfaction (CSAT) by 15% and reducing escalations by over 40% through proactive communication and issue resolution strategies.
- Automated client feedback loop and ticketing escalations using JIRA workflows, resulting in a 20% reduction in response turnaround time and better audit traceability.
- Led budget planning and cost governance for operational support activities across multiple accounts, achieving an 18% improvement in resource utilization and reducing overhead costs through targeted process automation.
- Managed and delivered multiple Agile testing cycles, UAT planning, and defect tracking, enabling zero post-deployment escalations across 3 major release cycles.
- Delivered weekly executive dashboards, cost-performance analysis, and service health reports using Excel, SQL, and internal reporting tools, supporting strategic decision-making for senior leadership.
- Worked cross-functionally with development, QA, infrastructure, and product management teams to ensure alignment on release readiness, environment stability, and SLAs.
- Project: Trading Services
Trade Support Specialist - Lead
FIS VALDI
08.2008 - 12.2022
- Oversaw L1 & L2 trade support operations with 1,500+ tickets/month, maintaining 98% SLA compliance.
- Designed pre-market sanity checks and SQL-based diagnostics, reducing resolution TAT by 35%.
- Implemented release testing protocols and reduced post-deployment incidents by 40%.
- Elevated NPS by 18% through consistent client engagement and feedback resolution.
- Managed internal costing and effort estimation for team activities within the product suite.
- Project: Trading OMS
Senior Technical Support Analyst
Rotary International Infotech
08.2007 - 07.2008
- Delivered desktop, infrastructure, and application support across a 100+ user base.
- Maintained a 98% first-call resolution using remote support tools and desktop troubleshooting.
- Collaborated with DBAs to resolve backend issues using SQL and server logs.
Senior Officer - IT Operations
Maersk Infotech
05.2003 - 07.2007
- Managed endpoint support for 150+ users and implemented SOPs to reduce ticket cycle time by 20%.
- Trained junior staff and improved helpdesk knowledge base for rapid resolution.
Education
Master's in Management Science -
Pune University
Pune01-2003
Diploma in Business Management -
Pune University
Pune01-2002
GNIIT Diploma -
NIIT
Pune01-2001
B.Com -
Pune University
Pune01-2001
Skills
- CRM & Ticketing Tools: Salesforce, ServiceNow, JIRA, BMC Remedy
- Data Analytics: SQL, Excel (Advanced), Aqua Data Studio
- Monitoring Tools: Nagios, Icinga
- Communication & Remote: MS Teams, Zoom, RDP, AD
- OS Expertise: Windows, Unix
Websites
Certification
SRE Foundation (Pursuing)
AWARDS
FIS Laureate Award - Q1 2016, SunGard Supernova Award - Q4 2012
CORE COMPETENCIES
- Client Relationship & Escalation Management
- SLA & KPI Governance | ITIL Practices
- Budgeting & Cost Optimization for Support Projects
- CRM & Incident Tools: Salesforce, JIRA, ServiceNow, Remedy
- Team Leadership & Support Operations
- Agile Testing, UAT & SDLC Coordination
- Root Cause Analysis (RCA) & Service Reporting
- SQL, Excel, Aqua Data Studio | Dashboards & Metrics
Timeline
Client Service Account Manager
FIS India Ltd
01.2023 - Current
Trade Support Specialist - Lead
FIS VALDI
08.2008 - 12.2022
Senior Technical Support Analyst
Rotary International Infotech
08.2007 - 07.2008
Senior Officer - IT Operations
Maersk Infotech
05.2003 - 07.2007
Master's in Management Science -
Pune University
Diploma in Business Management -
Pune University
GNIIT Diploma -
NIIT
B.Com -
Pune University