Prasad Iyer

Senior Executive with 23+ years of Global IT Industry experience spanning across Cloud Managed Services, Customer Application Support, Professional Services, Product Support Operations, Global Transition Projects, Client Account and 3rd Party Vendor Management. Adept at leading virtual teams and leaders spread across Australia, US, Europe and India locations Accomplished Supervisor focused on meeting customer expectations and achieving company goals. Drives success by directing high-producing teams while developing lasting employee rapport. Exceptional knowledge of cost-reduction methods and streamlining production processes.

• Avaya Services Cultural Principal Award June 2018 by CEO for leading a global impact project GSS Leadership Award 2018 – for operational efficiency & escalation management for Middle East region GSS
• Leadership Award 2015 for successfully conceptualizing and conducting TechSprint Innovation employee event in Hyderabad center GSS Leadership Award for delivering excellent results for UC Infra CM East Team – Mar 2011
• Transitioning and setting up global operations team including US Support (2021), International Alarms team (India - 2007), Japan (2008) and Argentina Center Operations (2010)
• Special Contribution Award for setting up the 24x7 International Alarms Team in our Avaya India Center Special President Recognition Award for the Daylight Saving Project work in June 2007
• Successfully led program and project management on key global initiatives including Enhancing Web Value, Chat and Knowledge Centered Support ,KCS (covering 600+ employees - 2012) Rolling out a Global Enablement Function (300+ employees - 2011) TSIA-JDPA Services Certification covering 1000+ employees in APAC and EMEA region (2010) Special President Contribution Award for setting up the Live Agents on Web (LAW) Chat support for Avaya Global
• Support Services in 2012 Nominated for AGS India Presidents award for Q1 2011 for successfully leading the TSIA-JDPA certification for APAC and EMEA region customers

• India Board of Directors member and Software Services Lead for Enterprise Cloud and Managed Services, Professional Services, and Advanced Product Support teams spread across India and Europe supporting global customers with 200+ HC and Hyderabad site lead for 250-member team covering local responsibilities for smooth remote operations and talent engagement initiatives
• Leading the offshore strategic accounts team supporting high revenue customers including US State Fed and Fortune 500 companies.
• Adept at leading global teams spread across India, Europe and North America Regions Key decision maker and influencer for 3rd Party vendor management for outsourced support and Channel Partner relationship for entire Asia, Middle East and European Region Leading the Cloud Contact Center as a Service (CCaaS) for APAC and EMEA coverage constituting 30+ critical accounts and over 100 strategic accounts.
• Key Global Roles and Achievements Services lead for teams spread across eastern hemisphere (APAC, Europe and NAR) for Contact Center applications including Recorder, Proactive calling, Messaging, IVR and Call Center applications.
• Leading team members across Australia, India, Budapest, Germany, UK and US locations Coordinating the solution offerings to Sales, Pre-sales and BDMs to position cloud managed services solutions to customers and partners highlighting the business value of the solutions.
• Overseeing the professional services deliverables of strategic account in region and ensuring quarterly progress reviews including metrics and incident based analysis and reporting.

• Project Management Institute

Certified Support Manager (CSM) - Service Strategies, U.S.