Darshan S
About Darshan S
Darshan S is a Manager of Product Support at SpotDraft in Bengaluru, India, where he has worked since 2022. He holds a BTech in Electronics and Communications Engineering and an MBA in Information Technology and System Management, and has extensive experience in technical investigations and process improvement.
Work at SpotDraft
Darshan S currently serves as the Manager of Product Support at SpotDraft, a position he has held since 2022. In this role, he has focused on enhancing product support processes through automation and self-service initiatives, which aim to improve customer satisfaction. He has implemented multiple cross-functional Standard Operating Procedures (SOPs) to streamline operations. Additionally, Darshan has delivered insights and recommendations to the Engineering Team for product improvement, based on thorough customer feedback analysis. He also creates and monitors key performance metrics and a team competency matrix to ensure that customer expectations in product support are consistently exceeded.
Education and Expertise
Darshan S completed his Bachelor of Technology (BTech) in Electronics and Communications Engineering at Amrita Vishwa Vidyapeetham from 2016 to 2019. He furthered his education by obtaining a Master of Business Administration (MBA) in Information Technology and System Management from SVKM's Narsee Monjee Institute of Management Studies (NMIMS) between 2021 and 2023. Prior to his higher education, he studied Biology at HolyCross High School from 2013 to 2015, achieving his high school diploma.
Background
Darshan S has a diverse professional background in product support and engineering. He began his career with an internship at Steel Authority of India Limited in 2018, followed by a month of implant training at Bharat Sanchar Nigam Limited in 2017. He joined Replicon, where he progressed through various roles, including Product Support Associate, Senior Product Support Associate, and Tier 3 Engineer, from 2020 to 2022. His experience spans over several years in technical investigations and troubleshooting, utilizing network logs, API responses, and alert logs.
Achievements
During his tenure at SpotDraft, Darshan S has successfully strategized to enhance product support processes, leading to improved customer satisfaction. His contributions include the implementation of automation and self-service solutions, as well as the establishment of key performance metrics and a competency matrix for his team. These initiatives have been crucial in streamlining operations and ensuring that customer expectations are met effectively.