Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Preethish

Preethish

Bangalore

Summary

Global IT & Tech Support Leader with more than 18 years of extensive professional experience.

  • Managed global teams, with the largest comprising of 15 members, including as a coach for managers.
  • Led 7 different teams, fostering collaboration across diverse skill sets, cultures & geographies.
  • Managed engineers across the globe especially in 5 countries including Japan, Australia, India, Ireland, and the US.
  • Operated globally while personally being based in 2 countries: India and Ireland.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Sr. Support Engineering Manager (Head of Support)

Branch
12.2023 - Current
  • Leading a team of 10 technical support engineers providing round-the-clock support for our customers specialized in SDK Integrations, Ads Performance, 3rd party plug-ins & wrappers.
  • Leading initiatives to transform support services unit from cost-center to profit-center by providing 24/7 premium support
  • Implemented Zendesk Help Portal and Agent console enhancing CX & UX via triggers, automations & webhooks.
  • Championed KPI improvements (>125%) through systems overhaul and process improvements.
  • Transitioned Channel Support responsibilities including partner onboarding & integrations from Business Development to current support organization.
  • Collaborated with Pre-Sales Org to provide a seamless conversion plan for Freemium customers to Premium

Cloud Development Support Operations Lead

Genesys
06.2021 - 12.2022
  • Responsible for providing cross team operational leadership and data driven customer advocacy by collaborating with SRE, Engineering, Product Management, Customer Support and other Business Units across product lines including Digital, Core, WEM, Voice and AI R&D services
  • Project managed Intranet Migration to an enhanced One-Stop Extranet as a Single pane of glass view of the CX Organization
  • Implemented Onboarding Portal for the entire support org.
  • Initiated new Escalations Management Process using a Priority framework and utilizing a Shift-Left method to identify and analyze Incident heatmap and to drive ownership
  • Participated on the Product Support Readiness Steering Committee driving Offering-toSupport excellence

GCX TechOps Manager

eBay
11.2020 - 02.2021
  • Managed a global team responsible for optimization of Triage and Escalation of all reported CS Applications and eBay Site Bugs & Tech Issues to minimize impact on contact centers & customers. Drive Site Bugs Operational Efficiency for teammates driving less time filing bugs, visibility into open issues, integrated ticketing, and close feedback loop.
  • Strategic Engagement with Global Product Development Team and Site Operations to resolve open bug Communication of high impact/mission critical issues to leadership and GCX Teams

Senior Release Program & Support Operations Manager

FireEye
04.2014 - 05.2020
  • Responsible for managing all aspects of planning and enablement in ensuring that the appropriate Support Delivery Team is ready to support all existing and new releases. Responsibility tracks included and not limited to Project, Program & Release Management, Service Delivery, Platform and User Experience.
  • Launched cross-functional Enterprise Applications Support Team with scope increase of 50+ applications & MTTR dropping 80% through Shadow IT Transitions and Right-to-Left Maturity Models
  • Successfully delivered strategic business transformational enterprise projects including: JIRA Project Management Tool Revamp, Upgrade of Oracle ERP Architecture, Salesforce CPQ Implementation & SDLC Risk Mitigation
  • Formulated & Standardized KPI's for IT Business Application Services Team, leading to identification and execution of initiatives including and not limited to Service Transition, Automation, Right to Left Maturity Models, Enhancements to Shared Services Organization & Performance Assessments.
  • Automated Sandbox & Environments Planning + Release Intake Process via Office 365 Tools (SharePoint, PowerApps, Power BI)

Manager - IT Applications Support

McAfee
12.2004 - 03.2014
  • Aligned a team of 15 Support Analysts across the globe (Tokyo, Bangalore, Cork & Texas) providing round the-clock 24/5 Applications Support for McAfee Worldwide, including weekend on-call availability Identified & Negotiated numerous IT process transitions from Level 4 Support Teams to Level 1 Service Desk resulting in resolution scope increase from 53% to 70% Member of PMAB, reviewing and approving Corrective Actions

Education

Applied Data Science Distance Program -

IIT Palakkad
01.2022

MBA - IT

Sikkim Manipal University
01.2012

Bachelors of Science - Electronics

St. Josephs College Bangalore
01.2004

Advanced Diploma - undefined

NIIT
01.2002

Skills

  • Jira
  • Confluence
  • Notion
  • Collaboration Tools
  • Change & Release Management
  • Zendesk (AI, Triggers, Workflows)
  • Python
  • Tableau, Power BI, Looker Studio
  • Design Thinking Principles
  • Program Management
  • Agile DevOps

Accomplishments

  • Implemented Zendesk support ticketing system displacing Salesforce and driving ROI via Automation, Triggers, AI features, Agent Console and Customer Portal @ Branch
  • Introduced one-of-a-kind world class priority matrix utilizing Design Thinking Practices @ Genesys
  • Transformed IT Change Management practices by drastically reducing Timeto-approve changes from 90 minutes to under 10 minutes by introducing Risk Scores and Standard Changes @ FireEye
  • Strategically reinstated Managed Services Support Model, leading to valuable CIO and SVP Recognitions for contributions towards strengthening IT & Business relationships @ McAfee

Certification

  • ITIL v4 Foundation in IT Service Management - AXELOS
  • Lean Six Sigma - Villanova University
  • SCRUM Foundation Professional - CertiProf

Timeline

Sr. Support Engineering Manager (Head of Support) - Branch
12.2023 - Current
Cloud Development Support Operations Lead - Genesys
06.2021 - 12.2022
GCX TechOps Manager - eBay
11.2020 - 02.2021
Senior Release Program & Support Operations Manager - FireEye
04.2014 - 05.2020
Manager - IT Applications Support - McAfee
12.2004 - 03.2014
Sikkim Manipal University - MBA, IT
St. Josephs College Bangalore - Bachelors of Science, Electronics
NIIT - Advanced Diploma,
IIT Palakkad - Applied Data Science Distance Program,

Similar Profiles

CREATE PROFILE
Preethish