Jul 2025 – Present · 10 mos · Kochi, Kerala, India

• As Director of Technical Services, I lead the strategic direction, quality standards, and technical vision for all service verticals at Poornam. This role marks a progression from my earlier leadership in the Executive Group to a broader mandate of driving technical excellence across the organization.
• Key responsibilities include:
• Defining quality benchmarks and ensuring technical services align with company-wide strategic goals.
• Mentoring cross-functional leaders to elevate service delivery, innovation, and customer satisfaction.
• Scaling operations efficiently while reinforcing a strong culture of technical depth, ownership, and continuous improvement.
• This role is both a recognition of my journey with the company and a forward-looking commitment to building resilient, future-ready technical capablity.

Nov 2019 – Jul 2025 · 5 yrs 8 mos · Kochi, Kerala, India

• Most recently, I am responsible for overseeing operations of 14 plus Enterprise to SMB customers and about 300+ SOHO/SMB customers. This role involves leading a team of over 100 engineers and customer support agents, handling customers worldwide, and managing 24/7 operations and account management for Datacenters, Hosting Companies and Healthcare Industry.
• Customer Management, ensuring team’s performance meets the performance metrics set.
• Closely working with the customers to handle pain points, solutions and upselling services. Monthly review presentations, actionable feedbacks and constant communication.
• Team Management - Responsible for the service delivery quality, hiring, training &
• performance of each team. Define KPIs for individual teams and provide reports to the management. Develop and present monthly performance report, with a focus on KPI targeting and trend
• analysis, to the CEO of Bobcares.
• 24/7 US based Phone Support Operations - Handle our All American technical call center being run out of Phoenix, Arizona. Responsibility involves Operations planning and execution, recruitments, training and client onboarding.

Nov 2003 – Nov 2019 · 16 yrs · Kochi, Kerala, India

• In my role as Executive Manager - Operations at Bobcares', I oversaw all aspects of the company's activities – Operations Management, Client Management, Sales Conversions & Upgrades. Team Management involved mentoring future Team Leads, Training, Allocations, Scheduling Shifts, assigning team members, Training & Performance Monitoring of team members.
• Led a team of 150+ engineers across 18 service delivery units, ensuring quality service delivery and team performance.
• Client Management - Managed Enterprise level customers to SMB's during this period and successfully retained many of our largest customers for periods exceeding 10 plus years.
• Implemented ISO & ISMS certifications, setting up systems and processes for a 24/7 IT Support and Development Services company.
• Managed end-to-end operations, training, client management resulting in 90% customer retention and upgrades
• 2005: Setup our US Phone Support Operations at Phoenix involving setup of the entire office
• in Phoenix, US to recruiting, training and operations of the team.
• 2007: Visited Romania for due diligence and M&A with a business unit there.
• 2010: Selected as Speaker for an International Web Hosting Conference at Austin, Texas
• 2010 & 2012: Setup marketing booth at hosting conferences in Austin, TX and Florida to
• interact, market Bobcares services to ISP’s, Data centers & WebHosts.
• Pan India recruitment drives planned, executed and interviewed more than 1000 candidates
• Involved in Implementing the Performance Appraisal System, Performance Based
• compensation and statutory compliances based on the labor laws of the state.
• Involved in legal contract framing, discussions and litigations following UNCITRAL
• arbitration, US and Indian legal matters while co-ordinating with lawyers in US, Netherlands,

Nov 2002 – Oct 2003 · 11 mos · Kochi, Kerala, India

• Managed a 24/7 team providing Linux administration services for a web hosting company.
• Oversaw client communication, team management, server administration, and technical issue handling.
• Achieved improved customer satisfaction and efficiency through training, QA, and skill improvement initiatives.

Mar 2002 – Nov 2002 · 8 mos · Kochi, Kerala, India

• Joined Bobcares providing technical support in Linux for over 20 webhosting companies and datacenters.