Jijin VP
Bangalore
Summary
Seasoned Technical Support Manager with proven track record in managing diverse technical teams. Consistently successful in streamlining processes, improving productivity and enhancing system functionality. Strengths include strong leadership skills, ability to troubleshoot complex technical issues and commitment to customer satisfaction. Known for fostering collaborative work environment that encourages innovation and continuous improvement.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Technical Support Manager
BMC Software
Bangalore
12.2021 - Current
- Mentor and lead a multi-disciplinary team to provide top-tier technical support for products hosted on various environments, ensuring operational excellence and the resolution of complex technical issues
- Oversee the team's performance in managing technical support cases, driving improvements in response times and resolution quality to enhance overall operational efficiency
- Engage directly with customers to manage and resolve technical and business-impacting issues, ensuring customer satisfaction and loyalty
- Manage customer and sales escalations effectively, working towards successful outcomes and maintaining positive relationships with stakeholders
- Contribute to all phases of software engineering, including design, development, testing, and deployment, within an Agile software development environment
- Provide expert advice, solutions, and estimations for projects, while communicating potential tradeoffs and hidden problems to stakeholders
- Responsible for the performance management and career development of team members, including the planning and execution of improvement projects aimed at driving customer service improvement
- Foster a culture of continuous learning and development within the team, encouraging innovation and the adoption of new technologies and methodologies
- Ensure that customer satisfaction (CSAT), product/service satisfaction (PSAT), Net Promoter Score (NPS), and other support lifecycle measurements meet or exceed industry standards
- Implement strategies and initiatives to improve these metrics, leveraging data analysis and customer feedback to identify areas for service enhancement
IT Infrastructure Manager
Sungard Availability Services
Bangalore/Pune
12.2009 - 12.2021
- Supported the development, execution, and post-test analysis of Disaster Recovery (DR) plans, ensuring the customer's infrastructure was recoverable within the defined Recovery Point Objectives (RPO) and Recovery Time Objectives (RTO) timelines
- Defined and implemented disaster recovery strategies for network and security devices to ensure business continuity during emergencies
- Functioned as the Major Incident Manager, leading the coordination among incident management, change management, implementation engineering, and problem management teams to resolve major recovery events
- Optimized project timelines and discussed efficiency plans with higher management and stakeholders to enhance response to incidents
- Managed and oversaw changes in IT projects and technical activities across multiple sites, ensuring minimal disruption and adherence to planned objectives
- Established and enforced standard operating procedures for managing changes within the IT infrastructure to maintain stability and reliability
- Coordinated the onboarding process for new customers, ensuring seamless integration into existing managed services while adhering to SLA parameters and project delivery schedules
- Collaborated with customers to understand their DR needs and incorporate them into the organization's DR planning
- Managed the IT project portfolio, including strategic planning, resource optimization, and performance enhancement across various projects and services
- Developed and implemented standard operating procedures and key processes that ensure a reliable and efficient technical services organization
- Drove end-to-end management of assigned IT projects, ensuring compliance with delivery schedules, SLA parameters, and organizational goals
- Identified and resolved business needs through strategic planning and resource management to optimize throughput and enhance system performance
Education
BCA -
Sikkim Manipal University
01.2014
10+3 Years Diploma - Computer Engineering
Board of Technical Education
Kasaragod, Kerala03-2002
Skills
- IT Management Excellence
- IT Service Delivery
- AWS
- VMWare Cloud
- Business Continuity Planning
- Budgeting
- E2E Product Support Management
- Team Development
- Disaster Recovery
- IT Infrastructure Support
- Incident Management
- Talent Identification
- Project Management
- Windows administration
- Service NOW
- Customer service
- Project management
- Team leadership
- Performance management
- Stakeholder engagement
- Escalation management
- Managing service level agreements
- ITIL framework
- Cross-functional team leadership
- IT governance
- Change management
- Salesforce
- BMC Helix
Certification
- Six Sigma Greenbelt
- ITIL (Foundation, SS, SO, and CSI)
- AWS Sys Ops
- PRINCE2
- CCNA
- VMware Certified Professional (VCP)
- MCITP
- MCSE
Previous Experience
- Maersk line, Pune, Maharashtra, India, Technical Support Officer, 03/01/08, 12/01/09
- LCC Infotec, Kannur, Kerala, India, System Administrator, 03/01/06, 03/01/08
- IMC Infoworld, Kannur, Kerala, India, Hardware Engineer, 08/01/03, 03/01/06
Languages
English
Proficient
C2
Hindi
Proficient
C2
Timeline
Technical Support Manager
BMC Software
12.2021 - Current
IT Infrastructure Manager
Sungard Availability Services
12.2009 - 12.2021
BCA -
Sikkim Manipal University
10+3 Years Diploma - Computer Engineering
Board of Technical Education
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