NAGENDRA KUMAR
Technical Manager
Bengaluru,KA
Summary
Technical Support and Account Management Leader with 15+ years of experience in enterprise IT support, including 10+ years in global delivery environments. Proven expertise in building and leading support teams, managing multi-channel customer support, resolving critical escalations, driving SLA and quality improvements, and enabling modern cloud and private cloud services. Strong background in customer-facing leadership, onboarding, training, and continuous improvement across infrastructure, cloud, and container platforms.
Overview
15
15
years of professional experience
4
4
Certifications
Work History
TAM Manager
Rakuten India Pvt Ltd
- Lead multi-channel Technical Account Management for 3 enterprise customers (phone, tickets, meetings, email).
- Ensure availability and reliability of customers’ critical services across infrastructure, cloud, and container platforms.
- Own major incidents and escalations, lead RCA with Incident Management and core engineering teams.
- Review system design and operations; identify gaps and recommend improvements.
- Produce design and improvement documentation for customers and internal teams.
- Drive service quality, risk reduction, and operational excellence.
- Provide structured customer feedback to engineering and product teams and track closure of action items.
- System Engineer → System Design Lead → Technical Account Manager → TAM Manager | Total Tenure: 10+ Years
- TAM Manager (Current Role) | Team Size: 6 | Accounts: 3
Support Lead / Technical Account Manager
Rakuten India Pvt Ltd
- Built and led a support team of 10 members from scratch.
- Defined support processes, standards, and operating model.
- Established SLA/SLO tracking using DOMO dashboards.
- Owned critical escalations and guided resolution of complex technical issues.
- Developed training, onboarding, and coaching material for infrastructure, cloud, and container services.
- Set individual goals and managed team members’ career aspirations.
- Identified top performers and nominated them for awards.
- Introduced professional (paid) support offerings and contributed to revenue.
- Stabilized operations with KPIs and quality standards.
- Worked with leadership on capacity planning, workload balancing, and support cost efficiency.
- Developed knowledge content and internal documentation to improve first-contact resolution.
- Support Lead / Technical Account Manager | Team Size: 10 | 3 Years
Technical Account Manager (Private Cloud)
Rakuten India Pvt Ltd
- First TAM for newly launched private cloud service.
- Acted as primary point of contact for customer issues across multiple channels.
- Supported services such as Load Balancer as a Service, Containers as a Service, and other private cloud offerings.
- Stabilized customer operations during early service rollout.
- Enabled new services through structured onboarding and readiness programs.
- Built strong customer relationships and trust.
- Technical Account Manager (Private Cloud) | 2 Years
System Design Lead
Rakuten India Pvt Ltd
- Led system design and onboarding for new customers.
- Conducted kickoff meetings and gathered requirements.
- Designed solutions aligned with company standards across infrastructure and private cloud services.
- Managed team workload and delivery timelines.
- Mentored engineers on technical and customer skills.
- Ensured new service readiness through training and process enablement.
- System Design Lead | Team Size: 4 | 2 Years
System Engineer (Linux Operations)
Rakuten India Pvt Ltd
- Supported Linux production environments.
- Performed monitoring, troubleshooting, and incident resolution.
- Built strong foundation in infrastructure operations.
Senior Administrator – UNIX/Linux & Virtualization
Microland Pvt Ltd
02.2012 - 06.2014
- Provided support for Linux, UNIX, VMware, and Windows servers, ensuring high availability and optimal performance.
- Managed LVM configurations and performed system patching and performance tuning.
- Administered VMware vCenter environments and handled virtualization tasks.
- Maintained and supported Windows Active Directory (AD) infrastructure for user and system management.
Senior Software Engineer
Mphasis (An HP Company)
01.2012 - 01.2014
- Provided 24x7 production support for Linux and HP-UX.
- Handled incidents, changes, and problem management.
- Supported Apache, DNS, FTP, DHCP, storage, patching, and performance tuning.
System Administrator
Keane Inc
01.2010 - 01.2012
- Supported 5000+ production servers globally.
- Provided proactive 24x7 Linux support.
- Managed system health, LVM, RAID, and monitoring.
Education
Master of Computer Applications - MCA
Bachelor of Computer Applications - BCA
Bachelor of Science - Computer Engineering
Sri Vidyaniketan Degree College
Tirupati, India 04.2001 -
Skills
Support & Leadership
Technical Support Operations
Multi-channel Support
Escalation & Incident Management
Customer & Stakeholder Management
SLA, KPI & Quality Management
Team Building & Mentoring
Service Transitions & Onboarding
Training & Enablement Programs
Capacity Planning & Bandwidth Management
ITIL Processes
Cloud
Containers & Private Cloud
Kubernetes
Containers as a Service
Certification
Certified Kubernetes Administrator (CKA)
Tools And Platforms
- JIRA
- Confluence
- DOMO Dashboards
- Netcool
- Falcon
- Monitoring & Performance Tools
Personal Information
Nationality: India
Awards
- Star Award, 2020
- Top Performer, Multiple Years
- Built a strong and reliable support team from scratch.
- Successfully handled major customer escalations.
- Identified and improved process and operational gaps.
Timeline
Senior Administrator – UNIX/Linux & Virtualization
Microland Pvt Ltd
02.2012 - 06.2014
Senior Software Engineer
Mphasis (An HP Company)
01.2012 - 01.2014
System Administrator
Keane Inc
01.2010 - 01.2012
Bachelor of Science - Computer Engineering
Sri Vidyaniketan Degree College
04.2001 -
TAM Manager
Rakuten India Pvt Ltd
Support Lead / Technical Account Manager
Rakuten India Pvt Ltd
Technical Account Manager (Private Cloud)
Rakuten India Pvt Ltd
System Design Lead
Rakuten India Pvt Ltd
System Engineer (Linux Operations)
Rakuten India Pvt Ltd