Support Leader | Support delivery and improving customer experience
20 Years of Experience
Bengaluru, Karnataka, INDIA
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0
Not Available
I have two decades of experience in customer facing and support roles. I am passionate about improving customer experience, product supportability, support delivery and have successfully setup support orgs for two startups. I love developing strategies to deliver stellar support experience and improve customer satisfaction.
BrowserStack, SaaS/Cloud Product, Information Technology & Services
Unbxd Inc
Plivo
BrowserStack, Unbxd Inc, Plivo, Microsoft, Microsoft, Microsoft, Microsoft, Synova, Infohealth Limited, Ind Medica Ltd., Gateway Infosys Ltd.
Job Title : Head - Technical Support
Company name : BrowserStack
Period : December 2020 - Present
Location : Bengaluru, Karnataka, India
Job Title : Director - Customer and Product Support
Company name : Unbxd Inc
Period : January 2019 - November 2019
Summary : Head of global support operations, setup 24/7 global support team of 6 members, defining support strategy & roadmap, leading product supportability, improving customer experience, process setup & optimization, support driven development, performance management, partnering with different org leaders for decision making, partnered with the customer success team to manage service deliveries for customers.
Location : Bengaluru Area, India
Job Title : Sr. Manager - Product support
Company name : Plivo
Period : November 2016 - December 2018
Summary : • Head of global Support operations, reporting into CEO of the company
• Currently leading global support operations with a team of 39 people including shift managers
• Running support operations to deliver 24*7 customers support
• Planning & strategizing support delivery with strong emphasis on positive support experience
• Aligning the support delivery to meet the demands of the customers
• Meeting customers F2F and remotely to handle escalations, address concerns, build stronger
relationship
• Presenting state of the support business, customer satisfaction score to global peer org heads
• Hiring the best talents at both engineer and support manager level
• Investing in people growth and promoting lateral/ vertical career growth
• Tracking team performance and people performance
• Planning people succession, key talent retention, and development
• Work with HR partner on staffing requirement, policies and employee satisfaction
• Setup support best practices, collaboration processes with internal teams and constantly improving them
• Running product supportability with product managers, DevOps on positive customer experience, incident reduction, team readiness
• Participating in customer onboarding with global sales team, review customer contracts
• Preparing customer support options
• Meeting global partner telecom carriers remotely to review their service delivery
• Preparing quarterly plans for aligning with org-wide goals and meeting those commitments
• Participating in meeting with global peer org heads to discuss, review and improve identified challenges, risks
Location : Bengaluru Area, India
Job Title : Technical Account Manager
Company name : Microsoft
Period : April 2015 - October 2016
Summary : Responsible for managing, growing and renewal of key premier customer accounts for Microsoft Services. Act as a trusted advisor to the customer on Microsoft technologies, project manage the service deliveries. Identify opportunities to showcase the latest and the greatest products, service offerings etc. Increase account penetration, build rapport within the customer's organization to expand Microsoft Services foothold. Ensuring customer success on Microsoft Technologies including customer readiness, project deliveries etc.
Was an SME and goto person for Microsoft Azure Platform in Microsoft India Services. Managed TAM service center for ensuring quality for service delivery on the reactive incidents. Managed internal communication for Microsoft Services India for cloud-based incidents.
Location : Bengaluru Area, India
Job Title : Escalation Engineer
Company name : Microsoft
Period : September 2012 - April 2015
Summary : • Delivered product support for Microsoft Azure Platform & acted as a global escalation point on SME areas.
• Handling escalation on technically complex issues, politically charged scenarios and was trusted advisor to customers.
• Carried extensive support, troubleshooting & debugging experience on Microsoft Azure Platform (PaaS).
• Developed technical content on services and features & training the global teams.
• Participated & presented technical talks in various internal and external technical events.
• Delivered beta support for various products such as
○ Cache Service
○ In-Role Cache
○ Data Sync
○ SQL Import Export
○ Mgmt Portal for SQL DB
○ Data Explorer
• Mentored and groomed team members into technical leadership & SME.
• Worked with the engineering teams on supportability, readiness & product improvement.
• Helped field and sales team to win customer deals by developing PoC, removing technical blocker in the solution during pre-sales phase etc.
• Blogged on support technical topics on Microsoft Azure at
http://blogs.msdn.com/b/cie/
• Maintained a customer forum on Microsoft Azure Cache Service http://social.msdn.microsoft.com/forums/en-us/home?forum=azurecache&filter=alltypes&sort=lastpostdesc
• Understood & identified day to day business & process challenges & prepared solutions & plans to solve them.
• Worked with management leadership to develop the yearly & quarterly strategy, plans & processes to ensure necessary business metrics were maintained & goals were met.
• Managed scope, risk, time, quality & communication on the assigned goals.
• Took lead on several initiatives to improve market share such as blogging, knowledge base, troubleshooting guides & webinars etc.
• Ran comprehensive training program internally to groom future technical leadership.
• Provided quarterly & monthly updates to business stakeholders.
Location : Bengaluru Area, India
Job Title : Support Escalation Engineer
Company name : Microsoft
Period : August 2007 - September 2012
Summary : • Delivered product support on SQL Server.
• Maintained deep product knowledge and expertise on SQL Server on features, capability, troubleshooting tools.
• Did code level post product release debugging for SQL Server such as analyzing memory dumps.
• Delivered support on SQL Server beta features to early adopting customers.
• Handled day to day escalations on technical complex and politically charged scenarios.
• Mentored and groomed team members into technical leaders
NA
Title : Unlocking Information Security: Part ⅠⅠ
Period : July 2020 - Present
Summary : 2f83ee91b6154870abfa26efb8164972, edx.org, https://courses.edx.org/certificates/2f83ee91b6154870abfa26efb8164972
Issuing Authority : Tel Aviv University
Title : DIPLOMA IN ADVANCE COMPUTING
Period : August 2000 - January 2002
Issuing Authority : CDAC, Indore
Title : MICROSOFT CERTIFIED IT PROFESSIONAL DEVELOPER
Issuing Authority : Microsoft
Title : MICROSOFT CERTIFIED PROFESSIONAL DEVELOPER
Issuing Authority : Microsoft
Title : http://blogs.msdn.com/b/cie/
Publisher : MSDN
Summary : Windows Azure blog
Title : http://blogs.technet.com/b/anurag_sharma/
Publisher : Technet
Summary : SQL Server blog
Title : http://social.msdn.microsoft.com/forums/en-us/home?forum=azur
English , Hindi
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