Ganesh Somisetty

I’m a Technical Support Leader with 18+ years of experience across enterprise IT technology, with a strong focus on SaaS platforms, HR systems, and complex data integrations. I lead support teams responsible for keeping business-critical integrations reliable and customers supported. My background is both technical and operational. My experience includes integrations across Workday, SAP SuccessFactors, ADP, Oracle HCM, and UKG, working across APIs, middleware, BPMN automation, and system-to-system data flows. As a support leader, I focus on: • Leading and developing technical support teams, with an emphasis on ownership, collaboration, and continuous learning • Establishing effective escalation and incident management processes to improve resolution times and customer outcomes • Using metrics such as MTTR, SLA performance, escalation trends, and recurring incidents to identify opportunities for improvement • Coaching engineers on structured troubleshooting, log analysis, API debugging, and root cause analysis • Partnering with Engineering, Product, Customer Success, Sales, and other teams to resolve complex customer issues and improve the overall support experience • Turning recurring technical problems into better processes, documentation, knowledge sharing, and product feedback • Communicating technical issues clearly to both engineering teams and business stakeholders I recently completed Rotman’s “AI Skills for Competitive Advantage: Generative and Agentic Applications” program. My capstone explored an agentic case-triage concept for support teams. The idea that could categorize integration issues, assess severity, and identify recurring patterns. The goal was to reduce manual triage and give support engineers more time to focus on complex customer problems.