Product Support Manager

• Dec 2021 - Present

• Steering meetings with worldwide teams to identify challenges and resolving software product support issues • Reviewing yearly performance and establishing goals, increasing efficiency of the team • Achieving consistent operational excellence through a regular cadence of daily, weekly, and monthly activities. • Delivering feedback to team on KPIs including quality, attendance, and average handle time of technical incidents • Ensuring Product Backlog is visible, transparent,… Show more • Steering meetings with worldwide teams to identify challenges and resolving software product support issues • Reviewing yearly performance and establishing goals, increasing efficiency of the team • Achieving consistent operational excellence through a regular cadence of daily, weekly, and monthly activities. • Delivering feedback to team on KPIs including quality, attendance, and average handle time of technical incidents • Ensuring Product Backlog is visible, transparent, , and shows what the Development Team will work on next • Attending customer calls to understand customer requirements and advising them on product features and strategic direction of the roadmap • Leading, mentoring & monitoring the recruitment, selection, performance appraisal & career counselling of multi-skilled team members (sub-Ordinate / Junior / Middle Level Managers) to ensure efficiency in process operations • Creating & sustaining a dynamic environment that fosters development opportunities & motivates high performance amongst team members; imparting continuous on-job training (need based) for greater operational efficiency • Executing Cloud Deployments; move to Cloud environments for clients As Team Lead, Product Support (Dec’19 – Dec’21) • Recruited and built new team to support complete EU region • Managed technical support team supporting software products of UNICOM • Worked as a SPOC for any escalations by customers worldwide and ensured timely resolution of the same • Led and mentored team of product support specialists • Promoted seamless collaboration between support team and all other business functions • Collaborated with product development teams to prioritize bug fixes and feature requests • Stayed up-to-date on industry best practices and continuously evaluated and implemented new technologies and processes to improve support services • Represented support team and communicated with stakeholders, and senior management

Support Team Lead

• Dec 2019 - Dec 2021

• Lead and mentor a team of product support specialists. Develop and implement support processes, policies, and tools to improve customer satisfaction. Work with cross-functional teams to identify and resolve product issues and ensure timely resolution. Track customer feedback to continuously improve support services • Collaborate with product development teams to prioritize bug fixes and feature requests. Stay up-to-date on industry best practices and continuously evaluate and implement new… Show more • Lead and mentor a team of product support specialists. Develop and implement support processes, policies, and tools to improve customer satisfaction. Work with cross-functional teams to identify and resolve product issues and ensure timely resolution. Track customer feedback to continuously improve support services • Collaborate with product development teams to prioritize bug fixes and feature requests. Stay up-to-date on industry best practices and continuously evaluate and implement new technologies and processes to improve support services. Represent the support team and communicate with stakeholders, and senior management

Senior Software Engineer

• Jan 2015 - Dec 2019

Sr Staff Software Engineer IBM Lab, Bangalore (July 2010 – Dec 2014) & UNICOM Global (Jan 2015 – Dec 2019) • Lead and guide Engineers on various products to provide solutions. Recruited and Built teams to provide support from India Region. Implement solutions in client’s environment and fix implementation related issues. Develop test cases and validate the issues locally before reporting to the product development team. • Design course material for trainings and organize trainings to… Show more Sr Staff Software Engineer IBM Lab, Bangalore (July 2010 – Dec 2014) & UNICOM Global (Jan 2015 – Dec 2019) • Lead and guide Engineers on various products to provide solutions. Recruited and Built teams to provide support from India Region. Implement solutions in client’s environment and fix implementation related issues. Develop test cases and validate the issues locally before reporting to the product development team. • Design course material for trainings and organize trainings to fill the technical and process gaps. Manage the team load to ensure smooth functioning ensuring none of the engineers are overloaded. Expertise of the modern Observability and how Organization is helping customers meet goal of being reliable and secure.

Sr. Staff Software Engineer

• Jan 2015 - Dec 2019

Senior Staff Software Engineer

• Jul 2010 - Dec 2014

Staff Software Engineer

• Aug 2008 - Jun 2010

Application Engineer

• Apr 2007 - Jul 2008

• Designs and develops software solutions to meet business requirements. Manages full software development life cycle including testing, implementation, and auditing. Performs product design, bug verification, and beta support, which may require research and analysis. Operates under moderate supervision • Usually reports to the Manager of Software Development. Execute, assess, and troubleshoot software programs and applications. Analyze and amend software errors in a timely and accurate… Show more • Designs and develops software solutions to meet business requirements. Manages full software development life cycle including testing, implementation, and auditing. Performs product design, bug verification, and beta support, which may require research and analysis. Operates under moderate supervision • Usually reports to the Manager of Software Development. Execute, assess, and troubleshoot software programs and applications. Analyze and amend software errors in a timely and accurate fashion. Coding, developing, and documenting software specifications throughout the project life cycle. Show less • Designs and develops software solutions to meet business requirements. Manages full software development life cycle including testing, implementation, and auditing. Performs product design, bug verification, and beta support, which may require research and analysis. Operates under moderate supervision • Usually reports to the Manager of Software Development. Execute, assess, and troubleshoot software programs and applications. Analyze and amend software errors in a timely and accurate… Show more • Designs and develops software solutions to meet business requirements. Manages full software development life cycle including testing, implementation, and auditing. Performs product design, bug verification, and beta support, which may require research and analysis. Operates under moderate supervision • Usually reports to the Manager of Software Development. Execute, assess, and troubleshoot software programs and applications. Analyze and amend software errors in a timely and accurate fashion. Coding, developing, and documenting software specifications throughout the project life cycle. Show less

Technical Support Associate

• Jun 2006 - Apr 2007

• Recognizes both basic and advanced problems, conducts research, provides resolutions and follows up with customers as needed, escalating more complex cases to the appropriate team. Logs and tracks calls using problem management database and maintains history records and related problem documentation • Meet and exceed established benchmarks and expectations. Prepares standard statistical reports, such as help desk incident reports. Consults with programmers to explain errors and to… Show more • Recognizes both basic and advanced problems, conducts research, provides resolutions and follows up with customers as needed, escalating more complex cases to the appropriate team. Logs and tracks calls using problem management database and maintains history records and related problem documentation • Meet and exceed established benchmarks and expectations. Prepares standard statistical reports, such as help desk incident reports. Consults with programmers to explain errors and to recommend changes to programs. Test software and hardware to evaluate ease of use and whether product will aid user in performing work Show less • Recognizes both basic and advanced problems, conducts research, provides resolutions and follows up with customers as needed, escalating more complex cases to the appropriate team. Logs and tracks calls using problem management database and maintains history records and related problem documentation • Meet and exceed established benchmarks and expectations. Prepares standard statistical reports, such as help desk incident reports. Consults with programmers to explain errors and to… Show more • Recognizes both basic and advanced problems, conducts research, provides resolutions and follows up with customers as needed, escalating more complex cases to the appropriate team. Logs and tracks calls using problem management database and maintains history records and related problem documentation • Meet and exceed established benchmarks and expectations. Prepares standard statistical reports, such as help desk incident reports. Consults with programmers to explain errors and to recommend changes to programs. Test software and hardware to evaluate ease of use and whether product will aid user in performing work Show less