Dec 2017 – Dec 2025 · 8 yrs · BBA Offshore Delivery Center - Bangalore, India · On-site

• Tyler Technologies Inc is a US based software product development and services company catering to various US State Governments data automation solutions using Machine Learning applications. I was responsible for setting up a team of SQL Data Support Engineers in Bangalore, India delivery center and knowledge transfer from NY office to Bangalore center.
• Key Responsibilities:
• 24/7 Technical Support delivery to US Govt customers
• Leading a team of SQL Data Support Engineers and to build automated applications for US State Governments.
• Responsible for providing technical support, people management and support process adherence
• Ideate and drive US State Government data automation projects aimed at driving efficiencies through automation and Machine Learning tools
• Collaborate with key stakeholders for scoping and prioritization based on the business impact/ team KPIs
• Communicate plans, insights, data, and results to project stakeholders
• Present findings to US senior management to guide business decisions
• Key Skills:
• Worked at a high paced, fast-growing, scrappy tech startup.
• Basic knowledge on Tableau, Machine Learning, Deep Learning and Artificial Intelligence
• Strong people management experience in managing a team of highly talented SQL data specialists.
• Significant experience in managing customers and customer deliverables across the globe.
• Hands-on experience in maintaining organizational standards of satisfaction, quality, and performance.
• Oversee multiple project teams, ensuring program goals are reached.
• Efficient in creating project schedule and project plan.
• Thorough understanding of project methodologies and metrics.
• Manage budget and funding channels for maximum productivity
• Excellent written and verbal communication skills. Ability to influence and motivate people across a broad variety of job functions through your relationships

Jun 2016 – Jun 2017 · 1 yr · Bangalore Urban, Karnataka, India · Hybrid

• Lead a team of Computer Vision experts to develop AI based surveillance cameras and deployed across 30+ airports in India. Held responsible for deployment of AI Vision based traffic management system in MP smart city project. Overall responsibility of solution deployment, customer support and people management

Aug 2014 – Jan 2016 · 1 yr 5 mos · Bangalore Urban, Karnataka, India · On-site

• Key Achievements In NetApp
• Setup the 24 / 7 IT command center support operations from grass root level
• Successfully transitioned command center project from MSP (TCS and IBM) into NetApp
• Hired and trained L2 / L3 IT support engineers in NetApp infrastructure
• Implemented ITIL framework for IT command center support operations
• High Level Responsibilities In NetApp
• Overall responsibilities of Incident, Problem, Change and Release management in IT Command Center Support operations
• People management responsibilities - Leading a team of 80 Level 2 and Level 3 IT support engineers providing 24/7 global support to NetApp infrastructure end users
• Responsible for transitioning the command center project from TCS by building a “Global Command Center” (Data Center Operations) support team “In-House” from bottom up comprising of Level-1 > Level-2 > and Level 3 technical support staffs providing Global IT Service Delivery in-line with ITIL V3.
• Responsible for multiple support teams, processes and Support offers for all products supported globally. Track, monitor and regularly report on department operations.
• Interact with internal and external stake holders and keep key groups up to date across the organization. Interact with regional and corporate management within and across departments on matters between impacting customers and/or the company.
• Develop action plan and implements checks and balances to conduct, review, and respond to customer satisfaction surveys (CSAT) across the Management team. Help prepare action plan(s) to address identified issues.
• Responsible for overall Performance and Relationship Management of hosted and licensed client accounts including performance analysis, service delivery management, service level management and service request management.

Nov 2005 – Nov 2013 · 8 yrs · Bangalore Urban, Karnataka, India · On-site

• Key Achievements In IBM
• Consistent “Top Performer” rating in IBM for 7 years
• Won “Best of IBM” award thrice and “IBM Bravo Award” twice
• Expanded L1, L2, L3 customer support team from 5 to 180 in 5 years
• Increased CSAT from 30% to 90% in first 2 years
• Increased customer support engineer’s productivity from 40% to 85% in first 2 years
• Improved case quality from 40% to 85% in first 2 years
• Influenced US$ 350 Million revenue by helping sales through support channel
• Retained 26 enterprise accounts which were potential threat from competitor
• Maintained ZERO attrition from 2010 till 2013
• Published 6 patents through customer support team
• Converted 860 customers into referral accounts
• Created 2 different global roles and successfully implemented
• Established customer advocacy program through support team
• Established self-service model for customers in order to reduce the cost of support
• High Level Responsibilities In IBM
• Responsible for heading the Level 2 and Level 3 software support center for IBM enterprise products like Lotus Notes, Domino, WCM-Web Content Manager, Portal and IBM SmartCloud for Asia Pacific and EMEA region with a team of 50 software support engineers and 4 first line support managers
• Functional responsibilities for heading the Level 2 software support teams handling Unica, Sterling Commerce, Cognos, Kenexa and Emptoris suite of enterprise software products with a team of 142 software support engineers and 3 senior managers.
• Responsible for heading the global delivery center with a team size of 180+ engineers providing Level-2, Level-3 remote technical support to IBM suite of enterprise software products via phone, email, chat and web2case media to our global fortune 500 clients spanned across USA, EMEA and Asia Pacific Regions
• Responsible for customer satisfaction score (CSAT) and identify the areas for improvement and own the implementation process.

May 2004 – Aug 2005 · 1 yr 3 mos · Bangalore Urban, Karnataka, India · On-site

• Handle a team of 15 consultants/support engineers in Bangalore alongside cross-functional virtual teams based in Singapore, UK, Chicago, Sunnyvale and Atlanta.
• Overall responsibility of global technical support, consulting and education for Enterprise Content Management software solutions for Interwoven’s flagship products: TeamSite, OpenDeploy, DataDeploy, and Worksite MP.
• Acting on bugs and feature requests filed by support and consulting team members.
• Day to day coordination with engineering/development team and QA/Testing team on all upgrades, bug fixes, patch release, versions and so on. Also coordinate with customer care escalations team in the US for all escalated complaints.
• Liaison with onsite regional project managers for ongoing guidelines and standards of support and consulting work.
• Utilizing benchmarks for operational processes from a technological and operational standpoint when advising the business on support or consulting issues.
• Establishing operational processes and procedures for the department, designed to maximize organizational efficiency and effectiveness in customer handling and response with corporate KPI’s.
• Executing and implementing training programs on TeamSite Content Management Solution across the regions.
• As a head of CSO, I develop and execute both tactical and strategic plans aimed at optimizing the customer experience through premium support services.
• Providing tactical and strategic planning and execution for the India operations.
• Key objective is to achieve through effective team building; organization and deployment of support personnel/resources; and cultivation of a customer focused support environment and consulting solutions to the global enterprise customers.
• Delivering guidance and direction enabling team members to take the actions necessary to provide superior service and prompt resolution to customer issues.
• Coaching, mentoring and development of engineers and consultants.

Jun 1999 – Apr 2004 · 4 yrs 10 mos · Bangalore Urban, Karnataka, India · On-site

Nov 1996 – May 1999 · 2 yrs 6 mos · Bangalore Urban, Karnataka, India · On-site