Debasish Namata has been appointed as Service Experience Lead at Colonial First State, bringing more than two decades of experience across technical support, customer success, service operations, escalation management and people leadership. His career has been shaped by a consistent focus on connecting technology, teams and customer outcomes — experience that now directly aligns with his mandate at Colonial First State.
During more than 15 years at SailPoint, Debasish progressed through leadership roles including Director Technical Support – APJ and Senior Manager Technical Support APAC. His contribution extended well beyond day-to-day support leadership. He played a key role in piloting and scaling the APJ Customer Support operations to not only ASEAN and ANZ but also Japan and Korea. He also helped build Technical Account Management and Escalation Management functions for strategic customers, strengthening the organisation’s ability to manage complex customer needs and critical escalations.
A significant part of his leadership was focused on strengthening customer experience across diverse APJ markets. He helped build and grow teams supporting customers across Australia, New Zealand, South and Northeast Asia and Japan, while contributing to the expansion of support capabilities in markets including Japan, Korea and Singapore. His work also involved close collaboration with Customer Success, Professional Services, Product, Engineering, DevOps, Security and other stakeholder teams to translate customer feedback and operational challenges into service improvements.
Debasish also brought an evolving technology lens to support operations. He drove the adoption of AI-enabled capabilities for intelligent knowledge discovery, customer and partner self-help, and intelligent support case routing designed to reduce contact-centre load and improve customer experience. Rather than treating AI as a standalone technology initiative, his approach connected automation with practical service outcomes — helping teams work more efficiently while reducing customer effort and time to resolution.
His experience in escalation and incident leadership adds another dimension to this journey. At SailPoint, he served as a central leader during high-impact incidents and executive escalations across APAC, coordinating stakeholders through critical customer situations. He drove root-cause analysis and preventive actions after major incidents, while tracking measures such as time to detect, acknowledge and restore services, affected customers and SLA compliance.
This combination of scaling teams, strengthening customer experience, building specialised support functions, managing critical escalations and applying AI to service operations provides a strong foundation for his new role at Colonial First State. As Service Experience Lead, Debasish will bring these experiences together to look beyond individual support interactions and address the broader service journey — identifying friction, connecting teams and creating more seamless, proactive and outcome-driven experiences for customers.