Program & Service Delivery Leader · PMP® · CSM® · ITIL4® · 22+ Years

I Solve the Problems
That Actually
Matter

Vijitkumar Kunhikandi

I've run 80+ Zendesk client projects at once, scaled support teams from 1 to 18 specialists across 3 locations, and cut churn by 30% — all while holding 95%+ CSAT. PMP®, CSM®, ITIL4® certified. 22+ years in SaaS service delivery and professional services — I fix what's broken and build what lasts.

See How I Can Help Tell Me What's Broken
22+
Years of Experience
80+
Zendesk Projects — Simultaneously
50+
Managed Cross-Functionally
"
I don't just manage projects — I solve the problems that actually matter.
80+Projects at Once
50+Managed at Peak
30%Churn Reduced
Open to Opportunities — Projects · Advisory · Consulting
Immediate Value

How I Can Help You
Right Now

You don't need a six-month transformation project. You need someone who can walk in, understand the problem quickly, and start fixing things. That's exactly what I do.

Available for contract & full-time roles — April 2026
  • Fix broken or unstructured support processes
  • Reduce escalations and improve first-contact resolution
  • Set up, migrate, or optimize Zendesk workflows
  • Train support teams on real-world escalation & CX scenarios
  • Lead or rescue stalled projects with PMP-grade rigor
  • Build CSAT strategy and customer feedback loops from scratch
  • Diagnose root causes of team underperformance
About Me

The person behind
the process

With 22+ years in SaaS service delivery, professional services, and global operations, most recently as Senior Support Lead at Xoriant Solutions — functioning as Program Manager across Zendesk client engagements — I've built a career on one principle: exceptional outcomes are engineered, not accidental. At peak, I managed 80+ Zendesk client projects simultaneously — while managing teams across 3 locations, maintaining 95%+ CSAT, and reducing churn by 30%.

I hold PMP, CSM, and ITIL4 certifications and have spent 22+ years doing one thing exceptionally well: solving hard operational problems fast. From rebuilding broken Zendesk instances to recovering critical client relationships after team failures — I work at the intersection of people, process, and outcomes. Complexity is where I do my best work.

Currently upskilling in Python, SQL, Power BI, and Generative AI (certified via PMI) — and applying that knowledge practically. I am building an AI Escalation Intelligence Agent that detects emerging support crises from ticket patterns before they escalate - using 22 years of domain expertise in escalation signal recognition. Also growing my voice through content creation and public speaking.

What I stand for

🎯
Outcome-first thinkingEvery decision traces back to measurable value for customers and stakeholders
🤝
Trust over authorityReal stakeholder alignment is earned through transparency, not hierarchy
📐
Systems thinkingSustainable excellence needs processes, not just people
📖
Learning as a lifestylePython, SQL, Power BI, storytelling — growth has no finish line
Vijitkumar Kunhikandi, PMP Certified Project Manager
Available · Mumbai, IN
PMP

Project Management Professional

PMI-certified with proven expertise managing complex, multi-stakeholder initiatives from inception to closure — on time, on budget, on purpose.

Quick Facts

📍 Mumbai, Maharashtra
🎓 PMP · CSM · ITIL4
🏢 SaaS · Professional Services · CX
🛠️ Zendesk · JIRA · Asana · PowerBI
✅ Certs valid to 2027–28
Common Pain Points

Recognize any of
these problems?

Too many escalations eating into your team's bandwidth

Support processes that exist on paper but not in practice

Zendesk (or similar) set up poorly — reports don't reflect reality

CSAT is low but nobody can pinpoint exactly why

Projects that drift, miss milestones, or lose stakeholder trust

A support team that's busy but not effective

These are exactly the problems I fix.

I don't offer generic consulting. I bring 22+ years of hands-on experience in CX, support operations, and project delivery — and I get to work fast.

Tell me what's not working →
Core Expertise

Four disciplines.
One professional.

01
🌐

Strategic Problem Solving

I diagnose root causes before prescribing solutions. Whether it's a broken process, a misaligned team, or a stalled initiative — I build the clarity, systems, and momentum that move complex things forward.

Executive CommunicationConflict ResolutionInfluence without AuthorityGovernance
02
💎

Customer Experience Management

Designing support ecosystems that don't just solve tickets — they build loyalty. From CSAT strategy to Zendesk architecture, I craft CX frameworks that turn frustrated users into vocal advocates.

Zendesk AdministrationCSAT StrategyJourney MappingEscalation Design
03
⚙️

Project Management

PMP-certified and battle-tested. I run projects that hit milestones without burning out the team — structured methodologies, risk frameworks, and a relentless focus on what actually matters.

PMP MethodologyRisk ManagementResource PlanningAgile & Waterfall
04
📊

Process Design & KPI Governance

Building processes from blank canvases — SOPs, escalation matrices, performance dashboards. I don't just set KPIs; I build the entire system that makes them meaningful and maintainable.

SOP DevelopmentKPI ArchitectureQuality AssurancePerformance Dashboards
Engagement Models

Work With Me —
your call.

Whether you need a long-term leader, a short-term fixer, or a trainer for your team — I have an engagement model that works for you.

🏢
Full-Time Roles

Leadership Positions

  • CX / Customer Support Leadership
  • Support Operations Management
  • Project & Program Management
  • Zendesk Admin & Implementation Lead
⚡
Contract / Consulting

Short-Term Engagements

  • Zendesk setup, audit, or optimization
  • Process redesign & documentation
  • Escalation framework buildout
  • CSAT strategy & feedback loop design
  • Stalled project recovery
🎓
Training

Team Capability Building

  • Escalation handling workshops
  • Customer communication & empathy
  • Support team onboarding programs
  • Zendesk best practices training
  • Short sessions. Immediate impact.
Start the Conversation →
Career Journey

22+ years across
SaaS, delivery
& what's next

Jun 2025 — Present
Strategic Upskilling & Independent Projects
Mumbai, Maharashtra
  • Completed Data Analytics (Techpaatshala) and Generative AI for Project Managers (PMI) certifications
  • Building an AI Escalation Intelligence Agent that detects emerging support crises from ticket patterns before they escalate — using 22 years of domain expertise in escalation signal recognition
  • Advancing Power BI, SQL, and Python skills for data-driven customer operations
Sep 2008 — Jun 2025
Senior Support Lead · Acting Program Manager, Zendesk Clients
Xoriant Solutions Pvt. Ltd., Pune
  • Managed 80+ concurrent Zendesk client implementations with zero SLA breach escalations
  • Scaled Egnyte support team from 1 to 18 specialists across 3 locations, sustaining 95%+ CSAT
  • Reduced customer churn by 30% through proactive escalation frameworks
  • Drove 20% portfolio growth; contributed to CMMI Level 5 certification
  • Recovered a critical client project after team communication failure, turning potential client loss into a long-term partnership
  • Led cross-functional teams of 50+ across technical support, L2/L3, cloud infrastructure, and managed services; selected for Xoriant FLY Future Leadership Program
Feb 2005 — Aug 2008
Senior Executive — Operations
Ugam Solutions Pvt. Ltd.
  • Improved data quality by 25% through proactive monitoring protocols
  • Enhanced survey panel satisfaction by 25% via knowledge management systems
  • Supported global market research clients using Ascribe data processing
Feb 2003 — Feb 2005
Customer Support Officer
Enlink Infotech Pvt. Ltd.
  • Built multi-channel troubleshooting protocols (email, live chat, phone)
  • Generated USD 3,201 in cross-sales through consultative needs assessment
Customer Support Operations
  • Grew from individual contributor to team lead within 3 years
  • Developed internal knowledge base and training materials adopted company-wide
  • Pioneered first-contact resolution initiatives that became team benchmarks

Skills & Proficiency

Core Competencies

Stakeholder ManagementExpert
Customer ExperienceExpert
Project ManagementExpert
Process DesignExpert

Currently Levelling Up

PythonGrowing
SQLGrowing
Power BIGrowing

Tools & Platforms

ZendeskJiraConfluenceAsanaSlackSalesforcePower BIPythonSQLExcelGenAI Tools
In Practice

A problem solved.
By the numbers.

Case Study · Egnyte Technical Support

Scaling a Team from 1 to 18 Without Dropping the Ball

I took over the Egnyte technical support function as a team of one. Customer churn was a risk, CSAT was fragile, and there was no structured onboarding or quality framework in place. The brief: grow the team and keep quality high — simultaneously.

🔍
Problem
Single-person support function with no onboarding process, inconsistent response quality, and rising churn risk as the product scaled
⚙️
What I Did
Built structured onboarding modules, a continuous coaching framework, and QA controls — then hired and trained 17 specialists around them
📈
Result
Team scaled to 18 while maintaining 95%+ CSAT throughout; churn reduced by 30%; new hire ramp-up time cut by 30%
1 → 18
Team scaled without CSAT drop
95%+
CSAT maintained throughout growth
↓ 30%
Customer churn reduction
Results That Matter

Impact by the
numbers

80+
SimultaneouslyManaged 80+ Zendesk client projects concurrently — the total number handled across the career is significantly higher
95%+
CSAT MaintainedSustained 95%+ customer satisfaction across the Egnyte support team through structured coaching
↓30%
Churn ReducedCut customer churn by 30% via strategic communication frameworks and proactive escalation management
1→18
Team ScaledBuilt the Egnyte technical support team from 1 to 18 specialists with structured onboarding
50+
Cross-Functional TeamLed cross-functional teams of 50+ at peak — spanning technical support, L2/L3, cloud infrastructure, and managed services across geographies, prior to the Zendesk consulting focus
+20%
Portfolio GrowthDrove 20% portfolio expansion by identifying service gaps and launching new service lines
What People Say

Voices of
collaboration

"

Vijit is a great leader who is accountable, organized, and professional. I was able to depend on him while working together and he ensures that nothing, large or small, goes unresolved. Vijit is a pleasure to work with and would be a valuable asset for any team or organization.

✦
Senior Partner Services Manager
Zendesk · Managed Vijitkumar directly
"

I hired Vijit as our very first support engineer at Egnyte. Vijit quickly became a pillar of our customer service organization and remained so over the years. He is remarkably patient and methodical in his approach and built a strong rapport with our customers. As Egnyte grew, Vijit led our support team in India, bringing on and training new members to support our growth across the globe. Very thankful for his commitment and contributions.

✦
Co-Founder & Chief Growth Officer
Egnyte · Managed Vijitkumar directly
"

Vijit is always a pleasure to work with. He is very dedicated to assisting clients and always maintains a high level of customer service. His knowledge of Ascribe software is an asset to clients and co-workers.

✦
Client Services Professional
Worked with Vijitkumar
"

Vijit is detail and task oriented, maintaining high levels of service and client interaction. His dedicated work ethic and knowledge of the software, both practical and technical applications, are an asset to clients. Vijit's willingness to learn and apply that knowledge represents a high standard of professionalism.

✦
Managing Director, Integration & Support
Same team as Vijitkumar
Beyond the Resume

The next
chapter

Expanding beyond traditional PM work — building expertise in data analytics, digital content, and brand storytelling. Every skill a new level unlocked.

🐍

Python for Data

Automating analysis, building dashboards, uncovering insights spreadsheets can't.

Level 2 · In Progress
🗄️

SQL Mastery

Writing queries that pull the right story from any database, fast and clean.

Level 2 · In Progress
📊

Power BI

Translating raw numbers into visual narratives that make executives act.

Level 2 · In Progress
🎙️

Content & Storytelling

Building a digital presence through blogs, public speaking, and compelling written storytelling.

Level 3 · Active
"

I may not have the answer,
but I will find it.
I may not have the time,
but I will make it.

Author Unknown
Get In Touch

Tell me what's broken.
I'll help fix it.

Tell me what's not working in your support or CX setup — I'll help you fix it. Available for full-time roles, short-term contracts, and team training engagements.

vijitkumar@vijit.in LinkedIn →