Feb 2019 – Present · 7 yrs 4 mos

• Lead Technical Support centers in Hyderabad & Bengaluru for all Digital Experience Business unit products (Sitefinity, MOVEIT, WS-FTP, ShareFile, Podio, Right Signature) comprising of 7 managers & 100+ members of Tier 1, Tier2, Tier3 enterprise support organization across global operations delivering 24*7 Technical & Customer support,
• Partner closely with Product, Engineering, Sales, Customer Successes & Involve in strategic decisions of the products to provide quality customer experience
• Establish voice of Customer programs to drive product improvements and reduce recurring issues.
• Act as a Leadership point of contact for APAC region for external customers and Internal Stakeholders
• Manage all aspects of operations in Hyderabad & Bengaluru Support center which includes multi shift Operations, Performance management, Hiring, Budget Allocation, Yearly Appraisals etc
• Participating in Global Weekly meetings to discuss performance & new Initiatives
• Collaborate with Hyd & BLR core committee on Site Operations
• Spearheaded innovative approaches to resource allocation and strategic planning.
• Leverage professional networks and industry knowledge to strengthen client relationships.
• Track trends and suggest enhancements to both challenge and refine company's product offerings.
• Cultivate and strengthen lasting client relationships using strong issue resolution and dynamic communication skills

Apr 2017 – Jan 2019 · 1 yr 9 mos

• Lead the Technical Support center in Hyderabad of overall 18 employees of APAC & EMEA Shift
• o Lead a Manager
• o Lead a team of 8 Software Engineers
• o Responsible for all aspects of the team management which includes Hiring,
• People Management, Operational Management, Escalation Management
• o Drive metrics like Customer Experience, Productivity, Compliance etc. by
• effectively managing and allocating resources
• o Participating in Global Weekly meetings to discuss performance & new Initiatives
• o Annual appraisals