With over 21 years of experience, I have successfully fulfilled operational and leadership roles, specifically in Azure cloud, Web Application Support and Service delivery for IaaS, PaaS, and SaaS operations. Provide High impact coaching & feedback to help employees develop to their full potential. Identifying accounts for Proactive Support and driving the self-service analytics initiative are my fortes. Advocate organizational changes necessary for developing and retaining top talents. Creating and executing strategic plans to ensure Customer retention. Build and maintain trusted relationships with Sales/Engineering/Operations and any other pertinent functions. Demonstrated willingness to take the calculated risks to achieve business goals. Anticipate possible problems and develop contingency plans beforehand. Recognize and Reward engineer’s developmental efforts and improvements. Good technical knowledge of current software, hardware and network standards. Facilitate teams through problem-solving skills and creative-thinking processes.
Hi, I’m
KUMAR M
Bengaluru,KA
Summary
Overview
25
years of professional experience
3
years of post-secondary education
5
Certifications
3
Languages
Work History
MICROSOFT India
Support Engineering Manager
11.2019 - Current
Job overview
- Successfully oversee and guide a team of diverse and inclusive Support Engineers and Support Escalation Engineers, with an emphasis on enhancing team productivity.
- I am currently leading a team proficient in supporting and managing security technologies, including Sentinel, Microsoft Active Directory, Azure Active Directory, Microsoft Defender, and Security CoPilot.
- Parallelly I am also Leading a team that assists users in creating web applications using a variety of Microsoft Web Technologies, such as Classic ASP, ASP.NET Web Forms, MVC, Web API, ASP.NET Core, Signal-R, WCF, Web Services, and Docker containerized web applications.
- Experienced with Azure concepts, including Azure AD, Azure Networking, and VMs, with a foundational understanding of security both on premises and in Azure. Certified in SC900 security.
- In addition to this, my team also supports web infrastructure technologies of Microsoft like IIS, Windows Azure Pack etc. We also support some of the latest technologies and Azure Bot Service, Azure Signal-R Service, Azure HealthCare bot etc.
- Our Primary customers are developers building applications using above technologies or web hosting teams and Server administrators who host and manage these web applications.
- As people manager adopted Model, Coach, Care culture to create consistency and accountability.
- Enable an environment in which people can do their best work, ensuring your team builds the customer focus, collaboration skills, technical expertise, agility and excellent communication and interpersonal skills needed to support our customers effectively.
- Actively lead and enable our quest to ensure our people/teams reflect the diversity of our global customer base.
- Conduct Monthly employee assessment discussions, provide coaching, share feedback regularly and partner with employees on career development plans.
- Manage all aspects of customer support delivery, including daily operations, scheduling, meetings and addressing customer feedback.
- Foster a strong partnership between technical support teams and stakeholders in other parts of the business.
- Partner with global peers to ensure consistency and follow-through for global processes and coordination of resources.
- Conducting yearly performance review, appraisals and recognizing the top talent with rewards & recognition
CA Technologies
Support Manager
08.2015 - 11.2018
Job overview
- Expertise in service delivery, incident management & change management best practices through ITIL standards.
- Proactively notify customers with product alerts and bug updates that relate to their environment.
- Ensured customer consistently gets great experience through their “user” journey by addressing the barriers through 'proactive support' management. It helped sales in product renewal rates.
- Volume driver analysis based on the issues reported to identify appropriate training plans for the engineers to ensure proper ROI.
- Developed a culture of growth mindset and enabled many of our engineers to be the Change Agents.
- Identifying and fulfilling formal and informal training needs to upskill and reskill Engineers.
- Collaborate between cross functional teams like Account Management Team, Services Team and Product Management to ensure successful resolution of the escalations.
- Mitigated team conflicts and communication problems through High Impact Coaching techniques and conflict resolution practices.
- Adhere to affirmative action and equal Employment Opportunity Program principles (building diversified team).
- Responsible for Hiring Individual contributors, SME’s and Team Leads. On-boarding new employees with proper orientation /assimilation program.
- Manage Application Lifecycle management, including production readiness, ensuring all changes are properly approved, tested and include relevant blackout plans.
- Strong problem management and problem investigation skills with ability to learn new skills quickly to value add in problem focus areas.
IBM India Pvt Ltd
Technical Services Manager
05.2010 - 08.2015
Job overview
- Provide 24 X 7 operations for Cloud Services including Patch Management, Health Check remediation’s, Production Control, completely responsible for Above Hypervisors OS (Linux, AIX, Windows) issues, Hosting, Disaster Recovery, Scanning and Archiving, Data Repository, and Remote Operations Services.
- Develop and oversee Network Operations, Service Desk, Event Management, Incident Management, Problem Management, Configuration Management and Change Management Processes for all Cloud Services.
- Working technical knowledge of coding languages C++, Java, Python and PHP.
- Good understanding of System Management Tools (ITIM, Net cool, TADDM, TAD4D, TSAM) to provide monitoring and infrastructure services.
- Define and report Key Performance Indicators to monitor process health, define and report Customer facing service metrics.
- Perform and seek to continuously improve the monitoring of the application environment and supporting infrastructure. This includes server hygiene standards for patching, end-of-life hardware, on-boarding new infrastructure.
- Participate in incident and crisis management events, supporting resolution activities and providing regular status updates to our senior leadership team, business users and define/track remediation actions to close.
- Familiar with CRM or incident tracking and management systems such as Siebel, Remedy & ISM Maximo.
UNISYS Global Services India
Service Planning Analyst-2
12.2006 - 05.2010
Job overview
- Interfacing directly with OEM second level support staff to solve complex technical issues, utilizing strong technical communication skills to solve complex support issues.
- Managing the complete product support life cycle from pre-implementation to contract termination, to include end of life support recommendations.
- Establishing cost efficient implementations capitalizing on available network resources.
Hewlett Packard Global Solution Center
Security Admin Level-2
03.2004 - 05.2006
Job overview
- Providing voice-based support on MS Outlook, MS Office and Blackberry handheld.
- Looking after, the administration of user accounts on IBM mainframe, SAP, Lotus notes, Citrix, UNIX, Novell, Citrix, LDAP, AT&T and wireless.
- Worked for HP-IT Hardware queue as a Duty Manager Wherein we support All HP Products such as Desktops, Notebooks and PDA’s for HP NA Employees.
- Functioned as a Security Administrator (Level 2) for “whirlpool” who is one of the biggest clients for HP Global Solution Center Bangalore.
ORG Informatics Limited
Helpdesk Engineer
12.2002 - 09.2003
Job overview
- Assisting in Configuring ISDN Routers, Maintaining Cisco 8400 series IGX Switch used for Wide Area Network, Installation of TDM/TDMA, Ku Band, DAMA and SCPC VSAT’s.
- Liaising with BSNL, business partners to ensure uptime of leased links, RF Links, network equipment, systems and software.
MIPS Information Technology Limited
Customer Support Engineer
06.2000 - 12.2002
Job overview
- Accountable for servicing & maintenance of different network PCs and Printers used by students at NIIT Windows.
- Key Skills: NT Terminal Server Administrator and was the in Charge of maintaining and giving access to Student profiles on Windows NT Terminal server.
- System and Network Engineer for Practical Solutions were the Job involved installation and Troubleshooting of Network operating systems such as Windows NT server, workstation, Windows 2000 server and Linux server.
Education
Bangalore Higher Secondary School
S.S.L.C
01.1996 - 01.1997
University Overview
P.E.S Polytechnic
3 years Diploma from Electronics & Communication Engineering
University Overview
Bharatiya Vidya Bhavan
Post-Graduation in Executive Management
01.2016 - 01.2018
University Overview
Skills
Managing & Leading
Certification
Cloud Foundation Certified from EXIN
Key Highlights
Key Highlights
- Best people manager, 2017
- Service Excellence Awards nomination, 2013
- Best Performer, 2007
- Quality Champion Award, 2005
Personal Information
Personal Information
- Date of Birth: 07/28/81
- Marital Status: Married
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