Hi, I’m
Manjunath GT
Bangalore
Summary
Results-oriented Support Manager offering 12+ years experience in field. History of implementing successful improvements to department and leading changes by example. Industry expert with creative strategies for high-volume support ticket management.
Self-motivated Product Support Manager brings proven leadership, organizational and customer relations skills. Independently solves problems and keeps teams on task to handle diverse business requirements. History retaining clients and talented staff.
Knowledgeable with strong background in support management. Effectively led teams to enhance customer satisfaction and resolve technical issues swiftly. Demonstrated expertise in team leadership and problem-solving.
Experienced with managing support teams to deliver exceptional customer service. Utilizes problem-solving skills to address technical issues and improve support processes. Track record of maintaining high levels of customer satisfaction and team performance.
Overview
19
years of professional experience
3
years of post-secondary education
Work History
Odysseus SolutionsBangalore
Support Head
06.2024 - Current
Job overview
- Managed specialist team to provide technical assistance.
- Streamlined support processes for increased efficiency and improved response times.
- Established strong relationships with key stakeholders, fostering open communication channels for enhanced cooperation.
- Actively participated in recruitment efforts, evaluating candidates'' technical skills as well as their fit within the company culture.
- Prepared employee schedules for maximum coverage during key hours.
- Leveraged Zoho to improve detailed records of customer interactions, improving follow-up and resolution processes.
- Coached employees through day-to-day work and complex problems.
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
- Monitored employee and customer interactions to assess quality of service.
- Created detailed reports on team performance, identifying areas of strength as well as opportunities for improvement.
- Created, prepared, and delivered reports to various departments.
- Reduced customer complaints by implementing proactive troubleshooting strategies and preventive measures.
- Championed process improvements through regular evaluations and recommendations, leading to overall better service delivery.
- Maintained up-to-date knowledge of industry trends, ensuring the support team remained well-versed in best practices.
RazorpayBangalore
Assistant Manager -Tech Support
08.2023 - 02.2024
Job overview
- Managing team of 25+ Tech Support Engineers and 2 Leads addressing technical queries on APIs, and Plugins and complete Razorpay product suite
- Preparing Shift rosters, Monthly allowances and performance dashboard for 7 PODs
- Working directly with developers, clients and internal teams on post-integration issues to provide technical support, consulting and best practices
- Triage, Facilitate and drive all major issues to the resolution and communication to relevant stakeholders
- Responsible for following the escalation matrix and engagement of stakeholders
- Playing a pivotal role in Communicating technical issues to merchants and internal departments
- Identifying irregularities in functionality and unexpected behaviours with Razorpay products and services
- Analyse incident trends based on data analysis on past incidents and chalk out action items to reduce service volume and increase availability of the applications
- Apply negotiation styles accordingly when managing both internal & external stakeholders
- Responsible for ensuring the team OKRs in green state by tracking it on daily basis
- Classify change requests according to business guidelines and service-level agreements
- Communicate proposed work plans to the senior management and stakeholder support and Dev teams
- Communicate the application support policies, procedures and SLA to the relevant stakeholders and ensure the guidelines are followed across enterprise
- Act as an advocate for technical queries and expertise in terms of knowledge for razorpay products, their implementations and usages
- Enhance the overall experience of our merchants by providing support for technical issues without redirecting them to the developers
- Ensure the Customer Satisfaction is green and meets the organization targets
- Work flow planning
Open Financial TechnologiesBangalore
Product Support Manager
12.2022 - 07.2023
Job overview
- Managing team of 25+ FTEs consisting Application support engineers and Module leads
- Conducting daily stand-ups with module leads to perform hygiene check on all modules of Open Money Product(Onboarding, Banking, Lending and Integration)
- Monitoring customer satisfaction levels to ensure that team meets standards
- Excellent knowledge of products leading to unique product configuration
- Conducting research to identify new technologies that could improve organization's product support or services
- Training team on new product releases and working on release documentation
- Arrange, assign, adjust and monitor shifts to have apt coverage
- Collaborate with Internal teams to improve solution and flawless functioning of product
- Manage different products/banking partner's SLA and execution of critical situations
- Define and measure scope of growth of team, schedule, priorities, and risk throughout multiple projects
- Work closely with technical project managers, product managers and development teams to enhance quality of existing products
Genpact India, Private LimitedBangalore/Hyderabad
Manager(Intel, Facebook)
03.2015 - 12.2022
Job overview
- Providing support for all the Intel products (Client computing group, Data Centre group, Non-Volatile Memory Solutions Group, Intel Developer Zone)
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Support for advanced technologies like Intel Hyperthreading, Intel Rapid Storage Technology, Intel Turbo Boost Max Technology, Intel Virtualization Technology, Thermal Monitoring Technology
- Supporting team of 60+ FTEs which provides Technical Support to merchant, Reproduce issues locally in the lab, liaise with development teams for quick and efficient resolution for LOBs - Phone, Email, Chat, Twitter and Forums
- Assisting team in resolving complex issues related to Windows OS and networking(Wired & Wireless)
- Helped Sales team with Pre-sales, and meetings with merchant's dev team to explain product and implementation
- Maintaining Integration documents and updating them from time to time
- Guide, mentor and lead technical staff in ensuring product support
- Initiate and implement product enhancement procedures and standards
- Led employee relations through effective communication, coaching, training, and development
- Evaluated employee performance on Monthly, Yearly basis and coached and trained 30+ team members, increasing quality of work and employee motivation
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures
- Recruited and trained high-performing team members, maintaining optimized customer service
- Delivered regular team meetings for aligned work towards common goals
- Coordinated team collaboration to share ideas and build best practices
- Developed performance measurement strategies, identifying areas for improvement
Job World IndiaBangalore/Hyderabad
Senior Help Desk Analyst
09.2014 - 02.2015
Job overview
- Providing Mobile device support for corporate users
- Assisting corporate users with Mobile device activations, Troubleshooting
- Assisting users with features and plan details
- Maintained clear communication with end-users during the issue resolution process, ensuring customer satisfaction.
- Implemented remote support capabilities to expand services offered by the Help Desk team.
IBM India PVT LTDBangalore
Customer Service Representative
04.2013 - 09.2013
Job overview
- Troubleshooting issues related to Windows OS and Lotus notes
- Handling resulting incidents or Service Requests, using incident management and request fulfillment processes, in line with Service Desk objectives
- Recording, Classifying and Prioritizing incidents
- Interacting with different resolver groups, handling Outage occurrences and creation/closure of Major incidents
Teamware SolutionsBangalore
Enterprise Support Engineer
12.2011 - 10.2012
Job overview
- Providing application support for Lotus Notes
- Troubleshooting issues related to Microsoft Applications
- Troubleshooting issues related to VPN & Citrix
- Providing support for User account related issues in Active Directory
- Interacting with different resolver groups and handling Outage calls and creation of Major Incidents
- Blackberry issues- configuring email, Adding and deleting user account to BES server
Unisys Global ServicesBangalore
Senior Service Desk Analyst
10.2007 - 04.2010
Job overview
- Handling incidents or Service Requests, using incident Management and request fulfillment processes, in line with Service Desk objectives
- Recording, Classifying and Prioritizing incidents
- Providing application support MS Outlook & Novell Groupwise
- Troubleshooting issues related to Microsoft Applications
- Troubleshooting issues related to VPN & Citrix
Dell International ServicesBangalore
Technical Support Expert
05.2006 - 07.2012
Job overview
- Troubleshooting Laptop, Desktop, MS Applications and networking products
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Managed high levels of call flow and responded to technical support needs
- Used ticketing systems to manage and process support actions and requests
- Collaborated with supervisors to escalate and address customer inquiries or technical issues
Education
Vivekananda Degree CollegeBangalore
Bachelor of Science from Computer Applications Development
06.2000 - 03.2003
Skills
People Management
undefinedWww
https://bold.pro/my/manjunath-gt-9663190201/380
Timeline
Support Head
Odysseus Solutions
06.2024 - Current
Assistant Manager -Tech Support
Razorpay
08.2023 - 02.2024
Product Support Manager
Open Financial Technologies
12.2022 - 07.2023
Manager(Intel, Facebook)
Genpact India, Private Limited
03.2015 - 12.2022
Senior Help Desk Analyst
Job World India
09.2014 - 02.2015
Customer Service Representative
IBM India PVT LTD
04.2013 - 09.2013
Enterprise Support Engineer
Teamware Solutions
12.2011 - 10.2012
Senior Service Desk Analyst
Unisys Global Services
10.2007 - 04.2010
Technical Support Expert
Dell International Services
05.2006 - 07.2012
Vivekananda Degree College
Bachelor of Science from Computer Applications Development
06.2000 - 03.2003
Similar Profiles
Bhavin Kiran PanchalBhavin Kiran Panchal
Web Designer at Odysseus Solutions Pvt. Ltd.Web Designer at Odysseus Solutions Pvt. Ltd.
Lyla TiptonLyla Tipton
Advertising Associate at Odysseus ArmsAdvertising Associate at Odysseus Arms
KIRUBAKARAN NKIRUBAKARAN N
Deputy Sales Manager at Blue Mach Solutions (Godrej Storage Solutions)Deputy Sales Manager at Blue Mach Solutions (Godrej Storage Solutions)