Hi, I’m
Christo Peter
Managed Services Manager
Bangalore,KA
Summary
Aspiring Product Manager and accomplished Managed Services Manager with a proven track record at Hewlett Packard Enterprise, excelling in stakeholder management and project management. Spearheaded initiatives that significantly enhanced customer satisfaction and streamlined service delivery. Expert in teamwork and collaboration, adept at driving product strategy and innovation, ensuring top-tier results and client partnerships. As an aspiring Product Manager, i learn about Product Management skills from Institute of Product Leadership and work with mentors who are industry leaders in Product Management. I have delivered 2 Capstone Projects and many assignments and am trying to transform my existing skillset into Product Management.
Overview
6
years of professional experience
Work History
Hewlett Packard Enterprise
MANAGED SERVICES MANAGER
08.2023 - Current
Job overview
- Developed strong relationships with key clients, ensuring long-term partnerships and repeat business opportunities and also aligned customer visions and strategies with internal teams to meet expectations.
- Empathize with users, understand their pain points, and accurately capture the problems they face.
- Worked with various cross functional teams—engineering, sales, and others—to solve problems and push back when necessary.
- Improved customer satisfaction by implementing efficient service management strategies and streamlining processes.
- Analyzed performance metrics to identify areas for improvement, leading to more effective resource allocation and better overall results.
- Resolved customer complaints in professional and timely manner.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
Tata Communications
ASSISTANT MANAGER- CUSTOMER SUCCESS MANAGEMENT
06.2022 - 08.2023
Job overview
- Engaged with various customer personas including C-level executives and IT managers to understand their pain points, and accurately captured the problems and effectively communicated customer issues to internal teams and developed plans of action to ensure satisfaction.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Successfully managed Tata’s top accounts with monthly recurring charges (MRC) ranging from $2M to $10M, ensuring high SLAs and customer satisfaction.
- Identify opportunities for service improvements, upsells, and cross-sells, and collaborate with Sales,Engineering and Solutions teams to capitalize on new business opportunities.
- Partner with customers, Sales/Accounts teams, and Engineering/Product Management teams to prioritize issues based on their impact and urgency, balancing immediate concerns with long-term goals.
- Analyzed recurring issues and used this insight to influence engineering team to solve problems and push back to customer when necessary.
- Understood and effectively communicated customer visions and strategies with internal teams to meet expectations.
TATA COMMUNICATIONS
ASSISTANT MANAGER- SERVICE ASSURANCE
05.2020 - 06.2022
Job overview
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed strong working relationships with staff, fostering a positive work environment.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various projects, tasks.
- Develop, review, and verify Standard Operating Procedures (SOPs) for change management. Provide guidance and support during change execution to ensure smooth transitions.
NTT Data Global Delivery Services
SENIOR NETWORK ENGINEER
08.2018 - 05.2020
Job overview
- Escalation Management: Handled escalations and resolved complex issues for NTT global accounts within the managed services portfolio for Cisco Unified Communications, including VoIP and Telepresence solutions.
- Subject Matter Expertise: Acted as a dedicated Subject Matter Expert (SME) for a major German client, specializing in the Unified Communications portfolio to ensure optimal service delivery.
- Cross-Functional Collaboration: Work with Engineering and Solutions teams to discuss issues and feature requests and help them prioritize issues.
- Technical Issue Resolution: Addressed and resolved technical issues related to Cisco Unified Communications components, including CUCM, gateways, Unity Connection, Telepresence servers, and endpoints.
- Leadership and Team Management: Served as the acting lead and escalation point for a team of 8 members, guiding the team through complex problem resolution and ensuring high performance.
Education
Institute of Product LeadershipBangalore
from INTERNATIONAL CERTIFICATE IN PRODUCT MANAGEMENT
10.2024
University Overview
- Online Gifting Platform, I created a gifting app UX prototype to help gifting to friends. family or coworkers a hassle free experience. We followed the 5S model for this project- Capstone Project - UI/UX and design thinking.
- Teenpay, I created an app concept MVP which helps in providing pocket money to teenagers by parents/ relatives a hassle free experience. Teenagers can use this app to make payments and parents can see details regarding the same and provide feedback/suggestions. We defined customer personas, and worked on Pain-Gain Analysis- Value Proposition Design for this. - Capstone Project - Project Management Fundamentals
Jawaharlal College of Engineering And Technology
from BTECH - Electronics And Communication
04.2001
Skills
Teamwork and Collaboration
Product Vision and Strategy
Product Strategy
Project Management
Critical Thinking
Requirements Gathering
Agile Software Development
Prioritization and Execution
Data-driven decision-making
KPI Tracking
Technical Support
User and UX Research
Design thinking
Stakeholder Management
User Feedback Collection
Stakeholder Communications
Timeline Management
Wireframe Design
Attention to Detail
Customer Segmentation
Timeline
MANAGED SERVICES MANAGER
Hewlett Packard Enterprise
08.2023 - Current
ASSISTANT MANAGER- CUSTOMER SUCCESS MANAGEMENT
Tata Communications
06.2022 - 08.2023
ASSISTANT MANAGER- SERVICE ASSURANCE
TATA COMMUNICATIONS
05.2020 - 06.2022
SENIOR NETWORK ENGINEER
NTT Data Global Delivery Services
08.2018 - 05.2020
Jawaharlal College of Engineering And Technology
from BTECH - Electronics And Communication
04.2001
Institute of Product Leadership
from INTERNATIONAL CERTIFICATE IN PRODUCT MANAGEMENT