Jira
Hi, I’m
MANJUNATH GT
Manager - Product Support/Technical Support/IT Operations
Bangalore
Summary
Results driven Product Support Manager and Technical Support Manager with 12+ years of experience primarily in Product support and IT Operations Management. Exhaustive experience in product support/Customer support/Technical Support, Fintech and Infrastructure domains. Hands-on experience in working with global partners from Fortune 500 Organizations. Deftness in setting out quality standards for various operational areas, implementing quality systems and procedures to facilitate a high-quality customer experience, while adhering to the SLA. Exceptional communication, presentation & mentoring skills with distinguished abilities in leading teams for developing business continuity plans, procedures and service standards for business excellence.
Overview
17
years of professional experience
3
years of post-secondary education
Work History
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.
- Tested and used APIs using Postman for day-to-day activities Create and maintain product support database to ensure customer satisfaction.
- 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
- Prepare road map of product change in each module.
Genpact India, Private LimitedBangalore
TEAM MANAGER(Intel, Facebook)
03.2015 - 12.2022
Job overview
- Coordinate with Business Development team to enhance overall Merchant Experience.
- Handling team which provides Technical Support to merchant Reproduce issues locally and liaise with development team for quick and efficient resolution.
- Closely working with development team and Quality Analysts team helped them by testing Plugins and SDK to complete UAT phase.
- 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.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
Job world India
SENIOR HELPDESK ASSOCIATE
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.
IBM India PVT LTD
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 Solutions
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 Services
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 Services
TECHNICAL SUPPORT EXPERT
05.2006 - 07.2007
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
from Bachelor of Computer Applications
06.2000 - 03.2003
Skills
People ManagementCreative SpiritReliable and Professional
Hardware and software installation
Debugging
Process development
Work flow planning
Management information systems
Operations management
Scheduling
Excellent Communication
Team Building
Active Listening
Decision-Making
Training and Development
Organization and Time Management
Banking
Fintech
Product Management
Additional Information
- GENPACT Promoted as SME within a month of tenure.
- Nominated for training/hands-on on a new product launch for Onsite Training in Shanghai, China.
Software
Kibana
Sentry
Salesforce
FreshDesk
Salesforce
Sequel Pro
Postman
Sumologic
Timeline
Product Support Manager
Open Financial Technologies
12.2022 - 07.2023
TEAM MANAGER(Intel, Facebook)
Genpact India, Private Limited
03.2015 - 12.2022
SENIOR HELPDESK ASSOCIATE
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 - 07.2007
Vivekananda Degree College
from Bachelor of Computer Applications
06.2000 - 03.2003