Anugrah Dixit
Bengaluru
Summary
Highly accomplished professional with over 14 years of experience in Technical Support Operations, Customer Success Management, Cyber Security, Change Management, Strategy Implementation, Incident Management Operations, and Product Lifecycle Management. Demonstrated expertise in onboarding and supporting over 100 clients, ensuring their success and satisfaction. Strong stakeholder management and people management skills, with a proven track record of effectively leading a mid-sized team.
Overview
14
14
years of professional experience
Work History
Senior Technical Support Engineering Manager
Microsoft India Pvt. LTD
01.2022 - Current
- Currently leading and managing a team of team of 15 engineers taking of Azure Cyber Security and Compliance Operations across various products
- Part of the CSS (customer services and support) group responsible for delivering $20B in revenue for Microsoft
- Acts as a Customer Aligned Manager as part of the CE&S Connected Support Delivery (CSD) model (where implemented by line of business)
- Delivers team success through empowerment and accountability (Model, Coach and Care)
- Acting as Customer Account Manager for BFSI and Energy Accounts with a portfolio of $8 million
- Drives Diversity and Inclusion and employee wellbeing
- Hires, onboards and retains a diverse workforce
- Ensures proper staffing and coverage of support resources to meet LOB needs
- Ensures customers stay informed as to the status/solution of their issue
- Ensures team member participation in case triage meetings and/or case discussions to share knowledge with other engineers and develop efficient customer solutions
Manager Technical Support
Parametric Technology Corporation
04.2021 - 12.2021
- Focusing on customer satisfaction by reviewing CSAT survey results, managing escalations, and representing PTC on calls with stakeholders
- Working closely with Senior Management and with Support managers in North America, Europe, and Asia on the execution of service offerings
- Presenting monthly and quarterly summary reports including trend analysis, risk planning & mitigation, future forecasting etc
- To the PTC senior management
- Managing a team of 9 resources, providing them with ongoing communication and support to ensure all performance goals are being met
- Conducting quarterly performance reviews with team members to check in on their KPIs and progress
- Managing budget & ensuring fair distribution during annual compensation exercise
Section Manager Technical Support
Parametric Technology Corporation
01.2016 - 11.2021
- Communicating regularly & swiftly with Clients and Partners to update the status of critical deliverables
- Coordinating and educating customers on processes and business plans
- Managing end to end critical issues of various PLM/ALM/Thingworx Customers on cloud
- Managing a team of 16 resources and providing them support to ensure all performance goals are being met
- Identifying Training needs and planning development sessions for team
- Identifying and nominating top performers for rewards and recognitions
Associate Consultant
Infosys Technologies
11.2014 - 12.2015
- Supporting the Consulting Team in different phase of the Projects including Effort Estimation, problem definition & Proof of Concepts
- Participating in Unit Level and Organization level initiatives to ensure high-quality and Value adding Consulting solutions
- Creating Requirement specifications from the business needs/To-Be Process defined
- Coordinating with the Pre-sales team in engaging with different Customers
- Conducting Primary Research to identify the problem
- Working with Vendors to provide Data Points on effort estimation and proposal development for Client
Associate Consultant
ITC Infotech India Pvt Ltd.
08.2012 - 10.2014
- Customizing, Developing, Testing, and providing end to end Solution for different Flex PLM projects
- Supervising weekly builds, enhancements, Bug Fixes and Configuration Changes
- Presenting the status of issues to the client
- Preparing Functional and Technical Documentation for User Training
- Conducting trainings on latest tools & new enhancements
Software Engineer
Hewlett Packard
07.2011 - 07.2012
- Designing, developing, troubleshooting, and debugging software programs for software enhancements and new products
- Developing software including operating systems, compilers, routers, networks, utilities, databases, and Internet-related tools
Education
Post Graduate Diploma - Cyber Security
Diploma in Cyber Security And Cyber Forensics
Bengaluru, India 04.2001 -
MBA - Operations Management, Finance Customer Success
SVKMNarsee Monjee Institute of Management And Studies
04.2020 - 05.2021
Bachelor of Science - Information Technology, Data Structures
Mangalayatan University
04.2007 - 04.2011
Skills
- Project Management
- Functional Expertise
- Communication & Interpersonal Skills
- Time Management
Timeline
Senior Technical Support Engineering Manager
Microsoft India Pvt. LTD
01.2022 - Current
Manager Technical Support
Parametric Technology Corporation
04.2021 - 12.2021
MBA - Operations Management, Finance Customer Success
SVKMNarsee Monjee Institute of Management And Studies
04.2020 - 05.2021
Section Manager Technical Support
Parametric Technology Corporation
01.2016 - 11.2021
Associate Consultant
Infosys Technologies
11.2014 - 12.2015
Associate Consultant
ITC Infotech India Pvt Ltd.
08.2012 - 10.2014
Software Engineer
Hewlett Packard
07.2011 - 07.2012
Bachelor of Science - Information Technology, Data Structures
Mangalayatan University
04.2007 - 04.2011
Post Graduate Diploma - Cyber Security
Diploma in Cyber Security And Cyber Forensics
04.2001 -
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