Mani Kumar VV
Enterprise Support Manager
Rajendranagar
Summary
Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
Work History
Manager, Enterprise Support
CyberArk Development India Pvt Ltd
05.2023 - Current
- Lead a geographically distributed team, driving customer satisfaction, productivity, and compliance through effective management and coaching.
- Act as the escalation point for critical security customer issues, collaborating with cross-functional teams to align support delivery with business objectives.
- Improved productivity from 29% to 35%, CSAT from 85% to 96% and Follow-up response from 81% to 99%
- Spearhead process optimizations, case audits, and knowledge-sharing initiatives to enhance service quality and team expertise.
- Manage recruitment, onboarding, and professional development, building a high-performing and motivated support team.
- Recognized for resolving high-impact issues and driving key metrics, setting benchmarks for technical excellence and customer engagement.
Product Technical Support Manager
Progress Software Development Pvt Ltd
02.2020 - 04.2023
- Managing a multi-geographic region (APAC / EMEA / EST / PST) with direct and diagonally reporting engineers
- Lead a team of 12 Software Engineers
- Responsible for all aspects of the team management which includes coaching, personal development, hiring forecasting, attendance attrition etc
- Drive metrics like Customer Experience, Productivity, Compliance etc by effectively managing and allocating resources
- Escalation Management
- Employee development and KPI Tracking
- Participating in Global Weekly meetings to discuss performance & new Initiatives
- Case Audits to ensure Process is followed across
- Hiring and Annual appraisals
Product Technical Support Lead/CSM
Progress Software Development Pvt Ltd
03.2018 - 01.2020
- Lead a team of 8 Technical Support Engineers
- Responsible for all aspects of the team management which includes coaching, personal development, hiring forecasting, attendance attrition etc
- Leading the Customer Experience initiative to collaborate with Customers, Sales, Development, UX, UI to streamline the expectations and strive to give best user experience to the customers - CSM
- Strive for continuous improvement in team and individual performance expectations
- Drive metrics like Customer Experience, Productivity, Compliance etc
- By effectively managing and allocating resources
- Escalation Management
- Client expectation management
- Annual appraisals
Sr Technical Support Engineer-II
Progress Software Development Pvt Ltd
03.2016 - 02.2018
Sr Technical Support Engineer-I
Progress Software Development Pvt Ltd
02.2015 - 03.2016
Technical Support Engineer-II
Progress Software Development Pvt Ltd
12.2013 - 02.2015
Application Developer
Tech Mahindra Pvt Ltd
03.2011 - 11.2013
- Worked in a fast-paced agile environment in developing features planned as part of sprints
- As a backend developer, maintained the application database, stored procedures, summary tables for analytics and reports
- Participated in all Scrum activities such as creating user stories, backlog grooming, sprint planning, and sprint retrospectives
CSA -II/ Lead
Amazon Development Centre
08.2010 - 03.2011
- Being new to organizing, learning Product, and involving actively in the training
- Resolving and troubleshooting issues with Amazon Kindle
- Contributing to R&D activities by interacting with customers
Education
Bachelor of Technology - ECE
JNTU
Hyderabad, Telangana 03.2006 - 05.2010
Accomplishments
- Received Outstanding contribution award for FY14 in Progress Software
- Nominated to be part of the core team which went on an International assignment to Bulgaria (Sofia) to review process metrics and operating procedures post acquisition.
- Recognized for high availability during critical situations and escalations and mentoring.
Personal Information
Date of Birth: 10/31/88
Training
- Trainings on Lean and Agile
- ITIL Foundation
- AZ-103 Azure Administrator
- Web Application Security
Certification
CyberArk Defender – PAM
Timeline
CyberArk Sentry - PAM
02-2025
CyberArk Defender – PAM
01-2025
Manager, Enterprise Support
CyberArk Development India Pvt Ltd
05.2023 - Current
Product Technical Support Manager
Progress Software Development Pvt Ltd
02.2020 - 04.2023
Product Technical Support Lead/CSM
Progress Software Development Pvt Ltd
03.2018 - 01.2020
Sr Technical Support Engineer-II
Progress Software Development Pvt Ltd
03.2016 - 02.2018
Sr Technical Support Engineer-I
Progress Software Development Pvt Ltd
02.2015 - 03.2016
Technical Support Engineer-II
Progress Software Development Pvt Ltd
12.2013 - 02.2015
Application Developer
Tech Mahindra Pvt Ltd
03.2011 - 11.2013
CSA -II/ Lead
Amazon Development Centre
08.2010 - 03.2011
Bachelor of Technology - ECE
JNTU
03.2006 - 05.2010
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