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Executive Profile
Over 13 years of experience in IT Industry. Key experience in Technical support, People management, Escalation management, Project management and Customer relationship management
Skill Highlights
  • Strategic Thinking and Execution
  • Operations Management
  • Service delivery management
  • Presentation Skills
  • Quality (CMM, ISO, FMEA)
  • Database (SQL, Oracle)
  • People Management
  • PMP and Prince2 Certified
  • Six Sigma & Lean Certified 
  • Avaya Certified Expert 
  • ITIL - Foundation
  • Six Sigma & Lean Certified
Core Accomplishments
  • Contributed towards J.D. Power and Associates Certification Award
  • Won People Manager of the Quarter award in 2016 and 2017 with Veritas
  • Won President Award for Most Innovative Idea - 12 FTE
  • Ovation Award for leading 'Knowledge Centric Support (KCS)' project - 6 FTE
  • T.E.A.M. Award for program managing Alarm Reduction project - 6 FTE
  • Ovation Award for 'Internal to External KM article' project - 4 FTE
  • Innovation Award for 'Patch/Upgrade notification' mechanism - 4 FTE
  • Pillar Awards for Product Trend Analysis for Modular Messaging - 4 FTE
  • Innovation Award for Password Reset Tool project - 2 FTE
  • Award for Xceed recognition program to build customer loyalty
  • Pillar Award for Avaya Process Certification (APC) exam
  • You have made a difference certificate for Avaya Process Champ Certification
Professional Experience
Technical Support Manager Jun 2016 to Current
Veritas Software Technologies Pvt. Ltd. Pune, Maharashtra
  • Role: People Management, Customer Relationship management and Escalation Management 
  • Nature of Responsibility: Lead and manage a team of 57 technical support engineer (Tier3/Tier4); who provide remote technical support to global enterprise customer in a 24*7 environment. 20 out of these 57 engineers directly report to me
  • These engineer support Information Availability and Digital Compliance product suite. Information availability products help customer in storage management on both On-premise and Cloud (Microsoft Azure, Amazon Web Services). Digital compliance product suite help customers with regulations like GDPR    
  • Operations Management. This includes monitoring and managing the SLAs/SLGs for key operational metrics such as Response Time, Restore time and Time to Resolve (TTR)
  • Managing Budget. This includes performance appraisal, bonus, training, external certification and employee engagement budget
  • Career Development, Succession planning and Managing attrition
  • Performance Management and Talent Development
  • Responsible for regular interlock with Research and Development (R&D), New Product Introduction (NPI), Knowledge-Centered Support (KCS) and Release readiness teams
  • Overseeing Training, Scheduling and Employee Engagement activities
  • Motivating and building the team through regular 1:1, team meetings and all hands calls
  • Participate in creating fiscal level goals for the organization and cascading it to the teams
  • Driving the organizational goal of customer satisfaction (CSAT) and productivity
  • Onsite opportunity in March-2017 Reno, Nevada & Sept 2016 San Francisco (Bay area, USA) - to meet with executives    
Business Planning and Ops Manager- I Dec 2012 to Jun 2016
Avaya India Pvt. Ltd. Pune, MH
  • Role: Service delivery management, Project Management, People Management
  • Nature of Responsibility: Manage end to end service delivery for Global Enterprise Customers like Citibank, JP Morgan, Morgan Stanley, American Express and Emirates Bank
  • Managing an all green scorecard with Resolve, Restore, Response time 
  • Conduct weekly team meeting and monthly 1:1s with the team
  • Conduct Performance appraisal discussion with team
  • Responsible for hiring, training and mentoring new hires
  • Work with the team to improve Manager Maker and Employee Engagement result
  • Identifying repeat pattern in the cases through Pareto principle and coming up with permanent solutions to eliminate/mitigate them
  • Present monthly performance report to customers -example CIO of Emirates Bank Dubai
  • Develop and implement the best practices around global processes – Follow the sun model, Knowledge-Centered Support (KCS) and customer self-help  
  • Building partnership with Customers, Partners, Channel and Vendors
  • Regular interlock with the Product house, Engineering, Professional services, Information Technology and Global field services to provide best in class support to fortune 500 customers 
Business Planning Manager Mar 2008 to Dec 2012
Avaya India Pvt. Ltd. Pune, MH
  • Role: Project Management
  • Nature of Responsibility: Responsible for end to end project management.Managing scope, schedule, cost, risk, stakeholder, quality, communication and resources
  • Planned and executed IT infrastructure, Tools Development, Product development and Strategic projects resulted in USD 2.58 M revenue/savings for services
  • Conducting Business Impact Analysis (BIA), Creating Business Case and connect with key business stakeholders to support global support services and field team
  • Program managed strategic initiatives like Customer Web adoption, Chat functionality, Knowledge- Centered support (KCS)
  • Responsible for hiring, training and mentoring new resources
  • Present report to Leadership team about the status of current projects
Tier-3 Support Engineer Mar 2005 to Mar 2008
Avaya India Pvt. Ltd. Pune, MH
  • Install, configure and troubleshoot Avaya Products
  • Provide Design and Consultation support to clients
  • Provide remote technical support to Tier 2 engineers, professional services and business partner
  • Perform complex technical troubleshooting and work with R&D on SP/patch development
  • Process Champ: Responsible for process training and process compliance
  • Participate in strategic initiatives to improve CSAT and Technical capability building
  • Delivered onsite training in Tokyo, Japan
  • Support Operation Manager with Fiscal initiatives and process training
PGDBA, General Management 2011 SIBM Pune, MH, India
MCA , Computer Application 2005 Rajiv Gandhi Proudyogiki Vishwavidyalaya Indore , MP, India
Bachelor of Science, Computer Science 1999 Government Holkar Science College Indore, MP, India