Praveen Kumaar Ramalingam
Bangalore,Karnataka
Summary
Experienced Technical Support Manager skilled in leading teams to deliver exceptional customer service and technical assistance. Proven track record of streamlining support processes, managing resources effectively, and achieving results that meet organizational goals. Recognized for optimizing support operations to ensure smooth service delivery and high customer satisfaction levels.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Manager -Support Engineering -Backline
Commvault
12.2024 - Current
- Team Leadership: Built a strong Tier 2 (Backline) team in India and managed 21 engineers, handling complex technical issues.
- Improved team efficiency by 23% through clear goals and strong leadership strategies..
Quality & KPIs: Achieved key performance improvements, including a [percentage]% increase in First Response Time (FRT) and a [percentage]% boost in Customer Satisfaction (CSAT).
Process Improvement: Reduced ticket backlog by 12% and escalations by 27% through streamlined support processes and automation.
Customer Success: Enhanced customer retention by 5% and improved Net Promoter Score (NPS) by 11% with proactive support strategies.
Team Development: Mentored team members, leading to several promotions and a 9% increase in team productivity.
Cross-Department Collaboration: Worked with Product and Engineering teams to reduce recurring issues by [percentage]% and improve overall product reliability.
Associate Manager – MSG and Unix/DB
Commvault Systems
04.2021 - Current
- Company Overview: Commvault simplifies data protection, cyber recovery, and cyber resilience – in one cloud platform – while striving to make the world a better place for everyone
- Currently working as an Associate Manager overseeing the Messaging team
- I provide support and mentorship to 16 skilled experts (FL to Tier 2)
- My role involves efficiency strategies, encouraging teamwork, and making sure everything runs smoothly to guarantee timely solutions and support to the customer
- Successfully interact through phone and email with customers as solve their problems
- Implemented case assignment strategies resulting in a 22% improvement in TTR SLA (from 77% to 99%)
- Introduced daily sprints, reducing Time Taken to Close (TTC) by 2 days and decreasing customer and field escalation by 60% (YTD)
- Fostered a learning culture, enhancing 5DR by 7% (from 47%) and FDR by 4% (from 16%)
- Achieved and maintained a customer satisfaction rate of 98%
- Involved in various C-level customer escalations and have successfully de-escalated to retain the customers by acknowledging and addressing the pressing product and account level issues
- This included one of the large European ESP accounts
- Conduct team upskilling initiatives: Gamified learning culture to facilitate discussions on technology
- Introduced group mentoring sessions and dedicated 1:1 mentoring to address personal and professional challenges
- Created Individual Development Plans (IDPs) for all Engineers
- Promote team bonding: Organized weekly 'Chai pe charcha' and Monday 'Hi5' meet-ups to unite the team
- Implemented succession planning: Implemented task delegation, shared responsibilities, and cultivated a culture of accountability, resulting in zero attrition within the team over the past two and a half years
- Drove process improvement initiatives: Facilitated FL-FG group transition and created internal Standard Operating Procedures (SOPs) and cheat sheets for troubleshooting, which helped to offload 8% of L0 task to TSA
- Developed a new hire framework and customized onboarding process
- Established a team backlog view on CRM and updated process documentation (CSSOP) through bin reviews, which helped the managers to filter the cases quickly
- Introduced feedforward mechanisms, spot checks, CSI culture, feedback loops, and leadership examples
- Engaged in involvement and mentoring activities: Participated in in-house training sessions, such as Leadership Foundational and Product Management
- Represented the team at Zenov Conference booths and contributed to college and AM hiring
- Mentored new Associate Managers
- Commvault simplifies data protection, cyber recovery, and cyber resilience – in one cloud platform – while striving to make the world a better place for everyone
- Oversaw training and onboarding process for all newly hired employees and managers.
Manager – Backup Division
IPSoft Global Services
05.2017 - 10.2019
- Company Overview: World's largest privately-owned Artificial Intelligence company
- Led a team of 20 Enterprise Data Protection Engineers at IPSoft.
- Managing the complete Backup infrastructure for various enterprise clients (including Fortune 5 companies)
- Accountable for data management over PB size of data
- Effectively mentored team members have delegated responsibilities to handle daily data management tasks which improved the team's performance by 25%
- Believes in 360-degree leadership approach, takes feedback from team members, clients, and management, and forwards them to maintain effective solutions which improved customer satisfaction rate by 12%
- Automated repeated issues occurring reduced workload by 40%
- Led CSI team by working with various business Consultants, which helped in reducing the MIM by 45%
- Ensured smooth service transition in delivering and taking knowledge transfer from one business unit to others
- World's largest privately-owned Artificial Intelligence company
Team Leader Operations
Concentrix Technologies
05.2016 - 05.2017
- Company Overview: Concentrix, a business services company, is a subsidiary of SYNNEX Corporation
- Its parent, SYNNEX sits at number 198 on the Fortune 500 listing
- Led a team of 40
- Built a strong team which helped the entire tower score by 5%
- Assisted team members to grow in their personal and professional carriers
- Converted a bottom performer team (40%) to be the most consistent performing team for 6 months keeping an average 90%+ CSAT score
- Designed a framework that helped to reduce the TTR and solve problems faster, resulting in better CSAT's
- Believed in taking feedback from end users and converting it to feed-forward which helped the business owners to design better solutions in next release
- Concentrix, a business services company, is a subsidiary of SYNNEX Corporation
- Its parent, SYNNEX sits at number 198 on the Fortune 500 listing
Technical Support Consultant
Sutherland Global Services
06.2013 - 01.2014
- Company Overview: Business process outsourcing and technology-enabled services company, provides an integrated set of back-office and customer facing front-office services
- Provide Technical support to NAM customers with McAfee Software
- Received Best Tech Support award and CSAT performer
- Business process outsourcing and technology-enabled services company provides an integrated set of back-office and customer-facing front-office services
Education
EGMP - General Management
IIM - B
Bengaluru, India05-2025
Bachelor of Engineering - Electronics And Communication Engineering
PB Co
Chennai05-2013
Skills
- Marketing
- Policy and procedure development
- Lead generation
- Operations management
- Performance management
- Conflict resolution
- Customer service
- Project planning
- Strategic planning
- Project management
- Expectation setting
- Relationship building
- Product management
- Employee onboarding
- Recruiting and interviewing
- Key performance indicators
Certification
- Commvault Certified Expert, CVCP20202021020101
- PRINCE2 6th Edition Practitioner in Project Management, GR657077333PK
- ITIL Foundation Certificate in IT Service Management, GR750282044PK
- Microsoft Certified Azure Fundamentals, H844-3147
- VERITAS verified specialist, Backup Exec
- Padi Open Water Diver Level 2, 2104AQ5045
- Kiteboarder Level 1, 269076
Accomplishments
- 12 times a Leader. Ranked highest in 6 Use Cases and 5 times in a row for great place to work.
- Achieved and maintained a customer satisfaction rate of 98%
- Implemented case assignment strategies resulting in a 22% improvement in TTR SLA (from 77% to 99%).
- Introduced daily sprints, reducing Time Taken to Close (TTC) by 2 days and decreasing customer and field escalation by 60% (YTD).
- Fostered a learning culture, enhancing 5DR by 7% (from 47%) and FDR by 4% (from 16%)
Languages
English
Hindi
Tamil
Timeline
Manager -Support Engineering -Backline
Commvault
12.2024 - Current
Associate Manager – MSG and Unix/DB
Commvault Systems
04.2021 - Current
Manager – Backup Division
IPSoft Global Services
05.2017 - 10.2019
Team Leader Operations
Concentrix Technologies
05.2016 - 05.2017
Technical Support Consultant
Sutherland Global Services
06.2013 - 01.2014
EGMP - General Management
IIM - B
Bachelor of Engineering - Electronics And Communication Engineering
PB Co
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