Oct 2016 – Jun 2024 · 7 yrs 8 mos · Bengaluru, Karnataka, India · On-site

• Established Citrix India Professional Services Business contributing to an ARR of $16 M, with a gross Margin of 60%, renewal success rate of 90% and directly influencing product and subscription ARR of around $120 M.
• Leading Cloud software group Professional services team with 40+ resources by developing a high performance team to deliver quality services to our customers across the globe.
• A Certified Master Chartered Coach, supporting and guiding teams and many individuals to reach their full potential, identify and overcome their obstacles and enhance performance.
• Successfully built and lead multiple high performing teams across diverse business streams, capable of delivering end to end professional services projects across Geos.
• As a Service owner for Observability, was responsible for increasing infrastructure uptime by building a team, end-to-end and integrated processes and SOP's to manage Citrix infrastructure alerts 24*7 for around 40 customers, managing a volume of 110K alerts.
• Lead service delivery for the EMEA customers, including handling CXO level escalations, proactive service delivery, setting service delivery KPI's, initiated NPS process to capture customer sentiments, providing hypercare solutions.
• Contributed towards enhancing performance by fine tuning service delivery aspects such as AOP, LOE , performance metrics, KPI's and delivery cost optimization through optimal efforts with maximum efficiency.
• Experienced in setting up new teams across different business units such as Managed services, Consulting, Technical Support and education.
• Established 24*7 operations for our customers across L1 to L3 levels of support and services.
• Major Responsibilities include growing Professional services business , Talent building, driving recruitment , cross team collaboration, Developing strategies with SDM's for customer renewals, Driving L&D initiatives for the team, Mentoring, Customer Relationship management.

Sep 2016 – Dec 2018 · 2 yrs 3 mos · India

• Established Citrix India Remote Consulting Business for Networking & CVAD with annual revenue of $5 M and directly influencing product and subscription ARR of around $60M.
• Conceptualized Various service offerings by engaging in Pre Sales activities, discovery workshops with customers CXO level executives, planning and defining SoW, SoP, requirement gathering, scoping.
• Contributed towards enhancing performance by fine tuning service delivery aspects such as AOP, LOE , performance metrics, KPI's and delivery cost optimization through optimal efforts with maximum efficiency.
• Managing a team of 15 members primarily focused on delivering remote consulting projects. and content development for Citrix courses.
• Ensuring team adheres to standard Citrix consulting methodologies and responsible in providing high quality consulting services for the entire Citrix product portfolio.
• Managing end-to-end Professional services delivery for large-scale, multi-disciplinary, complex, time-constrained, and critical projects within budget and timelines. Closely worked with Consultant/Architect and clients to ensure that the right solution is delivered, and the project meets business objectives.
• Delivered numerous consulting projects related to ADC and SD-WAN.

Jul 2016 – Aug 2017 · 1 yr 1 mo · India

• Leading a team of 12-15 engineers supporting Citrix ADC and SD-WAN products to primarily to APJ and ASEAN customers.
• Responsible for Talent building, escalation management, Critical situation management, Customer relationship, Training, Recruitment.
• Part of multiple projects such as SME development, Train to Hire program which involved developing training program and hiring candidates from college.

Aug 2013 – Jun 2016 · 2 yrs 10 mos · India

• Led a team of 12 escalation engineers, managed highly critical & sensitive issues for some of the best known companies, resolved issues with complex customer environments and provided them with relevant solutions. Driven initiatives towards case audits and discipline, ensure all the case related metrics and SLA's are attained.
• Attended regular team meetings to facilitate knowledge/information sharing and exchange of new findings and learning experiences. Motivated the team in enhancing the performance and drove SME culture within the team to provide the best in quality support experience to customers. Mentored new hires & front line engineers in resolving cases and supervised them in troubleshooting issues. Organized training program for newly hired technical support associates right from planning the training to mentoring them in developing the troubleshooting skills to attend calls for consecutive 3 years

Nov 2011 – Jul 2013 · 1 yr 8 mos · India

• As an SME across Citrix networking product line, was responsible to handle escalated and critical issues for Citrix customers. Actively sharing knowledge across the teams, mentored and coached new team members and members from the frontline team. Constantly working with Citrix engineering teams ensured that customers issues are addressed in timely manner.

Oct 2007 – Oct 2011 · 4 yrs · India

• Designed & executed intercompany network connection with partner companies in APAC region
• Managed all DMZ's in GAR & GER and offered DMZ services such as CISCO ASA C2S Services, Blue Coat Proxy Servers and Internet Access for Non Intel Employees
• Managed CISCO Global Load Balancers, Blue Coat Proxy & Juniper SSL VPN Devices and deployed new DMZ's
• Administered global projects for deploying secure networks for direct internet access for labs
• Monitored the deployment of Low Latency Internet Access for Employees, Secure Network Connection between Intel & Partner Companies as well as Juniper SSL VPN Boxes

Aug 2005 – Sep 2007 · 2 yrs 1 mo · India

• Steered the actual operation, project planning, design and implementation of network systems of approximately over 9000 node LAN.
•  Conducted daily analysis, design, documentation, change management, implementation and offered support of clients network infrastructures, entailing 15 CISCO Routers, 100+ CISCO Catalyst Switches and 2 CISCO PIX Firewalls, 6 Juniper Firewalls, Nortel Contivity Boxes, Checkpoint UTM 1 Module, etc.
•  Installed and supported a wide range of CISCO Routing Products from the low-end 1600/1700 series to the Enterprise & Carrier-Class 7200 Products, Cisco Desktop Switches to Core and Layer 3 Switches.
•  Configured and installed CISCO PIX Firewall Devices in simple & complex security designs, entailing Virtual Private Network (VPN) Implementations.
•  Interacted with the clients for comprehending the network requirement upon which designed & implemented various client related projects.

Nov 2002 – Jul 2005 · 2 yrs 8 mos · India

• Configured, installed and maintained LAN, WAN TCP/IP Networks, NFS, NIS, AutoFS Services as well as CISCO Router over Leased Line and ISDN Lines.
•  Managed the administration of over 100 users in a heterogeneous operating system environment.
•  Offered front-line administrative support in Sun Sparc Server Configurations, Solaris 9 System Administration including user administration, Role based access control configuration, RAID and Disk Management.
•  Maintained & configured the DHCP and Terminal Services on Win2000 Server.