Anirudh Nair
Technical Support Engineering Manager
Bangalore
Summary
Champions the support Service Delivery in projects, developing a strong understanding of projects impacting on support services and ensure the impact is minimized. Ensured that appropriate and up to date controls, processes, documentation, and procedures are in place and followed. To aggressively pursue a career, that allows to utilize the experience and provide an opportunity for advancement through learning and mastering new skills and enhancing the existing skills.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
3
3
Certifications
4
4
Languages
Work History
Engineering Support Manager
Salesforce
Bengaluru, India
03.2023 - Current
- Managed a team of over 15 employees in a fast-paced environment, driving operational improvements and ensuring customer success within the Service Cloud Developer business.
Contributed to meeting SLA targets through high-quality technical support. Defined the team’s vision, mission, and execution framework. Provided regular status updates to senior management. Innovated and implemented processes, systems, and technologies to enhance technical support, including workflow and incident management improvements.
Collaborate with different stakeholders to onboard new programs, goals and success metricsLed all activities for Service Cloud EMEA, serving as the single point of contact for immediate support needs. Ensured processes and procedures were consistently updated and aligned with business requirements.Ongoing lean initiatives to reduce waste and increase efficiency within customer service and billing operations.
The only team to achieve all the KPIs YOY without a local Swarm Lead
Efficiently Leading TTR metrics for entire Service Cloud EMEA
Operations Manager/Technical Support Manager
Mindtree
Hyderabad, Andhra Pradesh
02.2021 - 02.2023
- Managing teams of approximately 30 plus employees in a busy work environment
- Guided operational improvements, maximizing the value of the asset base while maintaining a tight control on operational costs
- Contributed to achieving SLA target availability of by delivering high quality services from technical support
- Setting teams vision, mission and execution framework
- Providing daily, weekly, monthly and quarterly reports to higher management with the status updates across projects
- Innovate, Design, develop, and implement processes, systems, and technology to support and enhance the technical support function, including workflow, incident management, and telephony
- Collaborate with different stakeholders to onboard new programs, goals and success metrics
- Coordinated all activities on behalf of the client ensuring a seamless single point of contact for all services requiring immediate support were met
- Ensured all processes and procedures were kept up-to-date and accurately reflected customer environments and requirements
- Proven record in building partnerships with client stakeholders
- Ongoing lean initiatives to reduce waste and increase efficiency within customer service and billing operations
- Counseled personnel on job performance; trained personnel to perform mission critical and administrative tasks relevant to company's objective
- Maintained 100% of all Service Level Agreements
- Scored above average on all CSAT surveys
- Identification and pro-active management of risk areas and commitment to seeing an issue through to complete resolution
- Liaising with CSAM to engage smooth transition of issues, thus ensuring high customer satisfaction
- Responsible in driving key organizational metrics, initiatives and goals across hiring, training, development, employee engagement, rewards recognition and performance management
Operational Excellence Lead
Brennan IT
Navi Mumbai, Maharashtra
12.2018 - 07.2020
- Lead, direct, guide and manage operational excellence and quality team of professionals engaged in various aspects of Service Delivery, Vulnerability, Invoicing vs infrastructure auditing, Quality and assignments in complex operations environment
- Single point of contact for all the Process updates, invoicing, Vulnerability planning and Service Delivery
- Create and manage complex dashboard, reports in terms of Utilization, Aged, efforts, calls management
- Ability to train, explain and able to make concrete feedback to encourage improvements
- Proficient knowledge of Excel for compilation of business reports
- Ability to effectively manage multiple projects and relationships across all the stakeholders in the business
Problem Manager Lead
Wipro Technologies
Pune, Maharashtra
08.2018 - 12.2018
- Single point of contact for 1 division for one or more problem
- Leading a team of 9 problem Managers across 5 divisions in the project
- Identifies trends and potential Problem sources (by reviewing Incident and Problem analysis)
- Proactively identifies training opportunities for other staff to execute on the organization’s overall goals
- Creating daily, weekly, monthly deck reports to present the trends of RCA's
- Assists with the updating of SOPs, work instructions, checklists and various other documents under Quality management, Problem Management and document control
Problem Manager
Allscripts
Pune, Maharashtra
05.2017 - 12.2017
- Single point of contact for one or more problems
- Responsible for Ownership and Coordination of actions of those problems
- To analyse root cause, identify Known Error and coordinating actions to fix the error
- To review the Problem Trends and Planning and Driving Improvement Plan
- To be proactive in identifying problems, analyse and recommend Service
Technical Consultant
Wipro Ltd
Navi Mumbai, Maharashtra
05.2013 - 05.2017
- Managing escalations for Microsoft SQL and Microsoft SharePoint
- Experience with Microsoft SQL 2008, 2008R2, 2012
- Hands on issues with Always on
- Expert in installations and configuration of MS SQL 2008, 2008R2, 2012
- Experience in Query performance
Marketing Executive
RR Construction
Navi Mumbai, Maharashtra
03.2010 - 10.2012
- Set and manage appointments to show properties to prospective clients
- Compare recent property sales to current holdings to ensure competitive market price
- Helping clients in financial options across the market
Education
Bachelor of Science - Computer And Information Sciences
Shobith University
03.2008 - 04.2012
Skills
- Operational excellence
- Documentation Management
- Account Management
- Management information systems
- Complex problems analysis
- Report generation
- Cross-functional communications
- Staff Management
- Natural leader
- Risk Management
Customer support
Engineering standards
Innovation management
Decision-making skills
Training and mentoring
Team building
Strategic planning
Coaching and mentoring
Project management
Financial analysis
Recruiting
Compliance
Teamwork and collaboration
Problem-solving
Time management
Multitasking
Team leadership
Self motivation
Decision-making
Excellent communication
Certification
11/01/17, ITIL
Accomplishments
- Best Engineer for the year 2016 in Wipro
- Best Manager for the quarter OND-2021
Skills
Excellent, Very Good, Good, Very Good, Very Good, Good, Very Good, Very Good, Very Good, Very Good
Timeline
Engineering Support Manager
Salesforce
03.2023 - Current
Operations Manager/Technical Support Manager
Mindtree
02.2021 - 02.2023
Operational Excellence Lead
Brennan IT
12.2018 - 07.2020
Problem Manager Lead
Wipro Technologies
08.2018 - 12.2018
Problem Manager
Allscripts
05.2017 - 12.2017
Technical Consultant
Wipro Ltd
05.2013 - 05.2017
Marketing Executive
RR Construction
03.2010 - 10.2012
Bachelor of Science - Computer And Information Sciences
Shobith University
03.2008 - 04.2012