Manu CK
Thiruvananthapuram
Summary
A seasoned leader in technical support and enterprise solutions, I've significantly enhanced service efficiency and customer loyalty at Infoblox Inc. by spearheading cross-functional collaborations and strategic improvements. My expertise in troubleshooting, coupled with a talent for developing high-performance teams, has driven organizational improvements and fostered a culture of excellence.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Senior Manager, Enterprise Support
Infoblox Inc.
08.2010 - Current
- Led critical escalations by coordinating with appropriate resources, ensuring timely resolutions and maintaining clear communication with stakeholders.
- Proactively managed key customer relationships, reducing escalations and fostering increased loyalty through regular outreach.
- Collaborated regularly with cross-functional teams such as Engineering, Product Management, and Sales to strengthen relationships and accelerate turnaround times for critical escalations.
- Drove strategic planning and implemented process improvements to address recurring issues and optimize support workflows.
- Spearheaded the development of Subject Matter Expert teams, resulting in a significant reduction in MTTR and enhanced overall service efficiency.
- Led efforts to enhance first-contact resolution by creating troubleshooting guides, TOIs and White Papers through cross-tier collaboration.
- Directed change management initiatives, ensuring seamless integration of new business practices.
- Introduced consultation sessions for T1 and T2 teams, significantly improving response times for Severity 2, 3, and 4 cases.
- Developed a two-tier feature expert system for third-party integrations to expedite the resolution of complex issues.
- Focused on identifying, mentoring, and developing high-potential talent to maintain team expertise, and foster engagement.
- Oversaw talent acquisition, training, and development to build high-performance teams.
- Defined key performance indicators (KPIs) for the global team based on organizational goals.
- Conducted regular one-on-one meetings with employees to assess performance, set priorities, and provide constructive feedback.
- Played an instrumental role in establishing a dedicated escalation team in India, enhancing 24/7 support capabilities.
- Conducted regular performance evaluations to offer feedback and guidance on employee performance.
Manager, Technical Support
Infoblox Inc.
02.2015 - 09.2018
- Managed Tier 2 and Senior Escalation teams, implementing processes to streamline support operations and enhance efficiency
Team Lead, Technical Support
Infoblox Inc.
04.2013 - 01.2015
- Provided mentoring and guidance to the team
- Played a significant role in starting 24/7 support coverage in India
Senior Technical Support Engineer
Infoblox Inc.
04.2011 - 03.2013
- Mentored new hires and handled critical escalations
- Collaborated with cross-functional teams to address product issues
Technical Support Engineer
Infoblox Inc.
08.2010 - 03.2011
- Provided support on DNS, DHCP, RADIUS, MS Management, and IPAM features
Senior Technical Support Associate
Dell Inc.
Hyderabad
12.2008 - 11.2009
- Supported US-based customers on Dell products and handled complex technical issues
Technical Support Associate
Satyam BPO
Hyderabad
11.2007 - 10.2008
- Provided support for US based AT&T ISP customers
- Developed and maintained comprehensive documentation for troubleshooting and system configurations.
- Facilitated root cause analysis for technical problems and implemented corrective actions.
- Provided real-time support via phone, email, and chat to address customer technical concerns.
System Administrator
Arena Multimedia
Palakkad
04.2004 - 03.2005
- Led server infrastructure development.
- Diagnosed, troubleshot and resolved hardware and system problems.
- Monitored system performance to ensure optimal operations and identified potential issues.
- Submitted recommendations regarding infrastructure overhauls.
- Oversaw storage management, data migration, backups and drive replacements.
Hardware Servicing Division Head and Instructor
Unitech
Thiruvananthapuram
01.2002 - 01.2004
- Provided hands-on training to students on computer hardware and networking topics.
- Assisted students with troubleshooting network issues and resolving technical problems.
- Created instructional materials such as handouts, presentations, videos. to enhance learning experience.
- Collaborated with other trainers to develop innovative strategies for teaching complex concepts in a simple manner.
- Remained up-to-date with developments in area of expertise by reading current journals, books or magazine articles.
- Conducted lectures, demonstrations, and lab sessions in classroom environment.
Education
Diploma in Computer Hardware and Networking, Mobile Phone Technology, Audio and Video Engineering -
UNITECH
TrivandrumDiploma in Electronics Engineering -
Govt. Polytechnic & Institute of Printing Technology, Shoranur
Shoranur01.2001
Pre-Degree -
Govt. Victoria College, Palakkad, University of Calicut
Palakkad01.1998
S.S.L.C -
Board of Public Examination, Kerala
Kerala01.1996
Skills
- Business performance management
- Troubleshooting and problem resolution
- Strategic planning
- Talent development
- Resource allocation
- Reporting oversight
- Organizational improvement
- Cross-functional team coordination
References
Available upon request.
Accomplishments
- S.S.L.C, Board of Public Examination, Kerala, 1996, First Class (76%)
- Pre-Degree, Govt. Victoria College, Palakkad, University of Calicut, 1996-98, Third Class (46%)
Languages
- English
- Hindi
- Malayalam
- Tamil
Personal Information
- Passport Number: E 4020058
- Father's Name: C. Krishnankutty
- Date of Birth: 03/19/81
- Marital Status: Married
Languages
Malayalam
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Tamil
Proficient (C2)
C2
Certification
- CCNA
- RISE Virtual Classroom Experience (VCE) Cohort
References
References available upon request.
Timeline
Manager, Technical Support
Infoblox Inc.
02.2015 - 09.2018
Team Lead, Technical Support
Infoblox Inc.
04.2013 - 01.2015
Senior Technical Support Engineer
Infoblox Inc.
04.2011 - 03.2013
Senior Manager, Enterprise Support
Infoblox Inc.
08.2010 - Current
Technical Support Engineer
Infoblox Inc.
08.2010 - 03.2011
Senior Technical Support Associate
Dell Inc.
12.2008 - 11.2009
Technical Support Associate
Satyam BPO
11.2007 - 10.2008
System Administrator
Arena Multimedia
04.2004 - 03.2005
Hardware Servicing Division Head and Instructor
Unitech
01.2002 - 01.2004
Diploma in Computer Hardware and Networking, Mobile Phone Technology, Audio and Video Engineering -
UNITECH
Diploma in Electronics Engineering -
Govt. Polytechnic & Institute of Printing Technology, Shoranur
Pre-Degree -
Govt. Victoria College, Palakkad, University of Calicut
S.S.L.C -
Board of Public Examination, Kerala
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