Chennai, Tamil Nadu, India
-Built and Lead a Team of 30+ Technical Support Professionals, Manager & Leads -Technology landscape - Networking (Campus & Datacenter), VDI (CCC), IoT -Lead Escalation and Frontline Support operations managing TAC KPIs and Quality management -Lead Escalation reduction and Escalation quality improvement processes -Successful execution of Critical Business Strategies & Business Transitions -Successfully lead Continuous Quality Improvement Initiatives improving cost efficiency & CE -Collaborated with NPI & NSI teams to deliver critical EKT/TOI sessions to Support Teams -Collaborated with GLND Teams to continually deliver Feature/Product/Vitality trainings to Support teams -Sales and Account team collaboration for timely issue resolution for customers -Collaborate with Resolution Management team on critical escalations -Work closely with Global Support teams for FTS support delivery to customers -Ran Product and Process quality improvement initiatives
-Managed a team of 30+ Frontline and Backline Technical Support Teams, Manager & Leads -Technology landscape - Networking & Wireless -Collaborate with ENG/SUS teams for Defect fixes and Escalation quality management -Responsible for Customer Satisfaction and Support performance measures -Escalation Management with Support and Duty Managers -Training Delivery to support teams on NPI and Vitality needs -Client management and Business Reviews -Team development and Mentorship
-Lead a team of 10 Technical Support professionals & Escalation Leads -Technology Landscape: Networking & Wireless -POC for Critical Customer accounts and Escalations -Lead KB/TechTip Initiative for continual KB contributions -Lead Team Backlog Reviews for faster resolution and timely escalation and involvement of resources -Lead Support and SUS Engineering Hot case weekly reviews to prioritize critical PRs -Collaborated with Sales, Account and Field Engineers for timely issue resolution -Help Frontline Support Engineers with Issue replications -Deliver Technical/Product Trainings and Mentorship
-Technology space: Networking & Wireless -Handle the cases opened on different issues involving Networking hardware in live enterprise networks -Troubleshoot/Diagnose all Level 1/2/3 issues from the customers and driving satisfactory resolution of the issues -Troubleshoot Product, Codes and Configuration issues -Provide assistance to Field engineers and Sales on feature testing and POC in networks in pre-implementation stage -Reporting bugs and co-coordinating with R&D/SUS teams -Performing Sanity test & replication of customer reported issues in lab -Troubleshooting & providing solutions within the given SLA -Ensure On-Time escalation to L3 and Engineering(R&D) teams -Document all communication with customers in the CRM -Notify/Discuss with L2 /TL/Manager on Tickets that require assistance -Timely handoff (escalation) of cases that require technical or political to L3 TAC -Plan and constantly work on upgrading tech and product expertise -Contributing to the knowledge base website through technical documentation