Purav Pancholi
Technical Support Manager
Vadodara
Summary
A highly motivated individual with excellent communication skills. More than 15 years' experience in customer services / sales / call-center that includes 7+ years Team Management / People Leader experience. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
21
21
years of professional experience
6
6
years of post-secondary education
4
4
Certificates
3
3
Languages
Work History
Manager - Technical Support
Automation Anywhere
08.2022 - Current
- Managing support team of L2, L3 engineers and TTL in APJ and AMER region
- Manage SLAs, KPIs, team productivity, staffing plans, work scheduling, issue prioritization, customer communications
- Manage client escalations and work on client satisfaction improvement
- Work closely with the engineering and product management teams to prioritize Critical issues in product development
- Work closely with the Customer Success Management team to understand the pulse of the customers and prioritize the resolution
- Participate in monthly operations review meetings with the leadership team
- Trend analysis and actions to eliminate reoccurring issues
- Create and document SOP for better process
- Track the performance of the team members through out the year and provide regular feedback to the team members
- Enablement, Accession planning and career growth planning of support engineers
- Participate in the yearly performance analysis for the support team
- Salesforce
- JIRA
- Confluence
- Tableau
Manager - Technical Support
Allscripts India LLP - Now Altera Digital Health
04.2020 - 08.2022
- Managing 24x7 operational Monitoring and Support team and Account Managers to support SCM application on Prod servers
- Managing Command Center and NOC operations
- Handling client escalations and provide go-forward plan for improvements
- Setting up KPIs and tracking them throughout the year, for the team, to align with the organization vision
- Leading the team of Client Experience Account Manager (CEAM) and keep a track of the projects the CEAM's working on
- Presenting monthly data for the team to the leadership in the Operations Review Meetings
- Taking weekly updates from the team managers on the team operations
- Check weekly/monthly reports for the client events and discuss among the CEAM and North America Team to make sure the maximum client system uptime
- Collaborate with different teams for the alert life cycle and set the correct process to reduce the issue resolution time
- Creating system health dashboards to make sure maximum up time for the client servers
- Weekly/Bi-weekly/Monthly meeting with the client to discuss the reports and the procedures followed by the team and create improvement plan
- Trend analysis of the events/issues and make suggestions to the CEAM Team/NA Team for threshold/procedure changes
- Collaborate internally with different Allscripts teams for escalations of the issue and to make sure the minimal resolution time of the issue
- Configuration of the monitoring tool during the new client activations/upgrades and making sure all the activations/upgrades go smoothly from the monitoring end
- Optimized resource allocation by conducting regular performance evaluations and providing personalized coaching for staff development.
- Drove operational efficiency through data-driven decision-making processes, leveraging analytics tools for informed strategy development.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Associate Manager
Allscripts India LLP – Now Altera Digital Health
07.2016 - 03.2020
Expert Technical Support Consultant
Allscripts India LLP – Now Altera Digital Health
04.2015 - 06.2016
Sr. Database Support Analyst
Allscripts India LLP – Now Altera Digital Health
06.2011 - 03.2015
Database Support Analyst
Allscripts India LLP – Now Altera Digital Health
01.2009 - 05.2011
Product Support Analyst
QuickStart Global, Inc.
03.2008 - 01.2009
Customer Service Advisor
Capita Service Group
10.2007 - 01.2008
Product Support Analyst
Eclipsys Corporation
12.2006 - 09.2007
Technical Recruiter Specialist
Global Consultant Inc. (GCI) - Now Collabera
02.2006 - 11.2006
Customer Service Advisor/Team Lead
Ventura Call Centre
01.2005 - 11.2005
Crew Manager
Arcedia Marketing
09.2003 - 12.2004
Education
Master of Science - Environmental & Energy Engineering
The University of Sheffield
Sheffield, South Yorkshire 01.2002 - 04.2003
Bachelor of Engineering - Civil
Gujarat University
Nadiad, Gujarat 01.1996 - 04.2000
Skills
Strategic Planning
undefinedCertification
Azure Fundamentals - AZ900, 05/2021
Timeline
Manager - Technical Support
Automation Anywhere
08.2022 - Current
Manager - Technical Support
Allscripts India LLP - Now Altera Digital Health
04.2020 - 08.2022
Associate Manager
Allscripts India LLP – Now Altera Digital Health
07.2016 - 03.2020
Expert Technical Support Consultant
Allscripts India LLP – Now Altera Digital Health
04.2015 - 06.2016
Sr. Database Support Analyst
Allscripts India LLP – Now Altera Digital Health
06.2011 - 03.2015
Database Support Analyst
Allscripts India LLP – Now Altera Digital Health
01.2009 - 05.2011
Product Support Analyst
QuickStart Global, Inc.
03.2008 - 01.2009
Customer Service Advisor
Capita Service Group
10.2007 - 01.2008
Product Support Analyst
Eclipsys Corporation
12.2006 - 09.2007
Technical Recruiter Specialist
Global Consultant Inc. (GCI) - Now Collabera
02.2006 - 11.2006
Customer Service Advisor/Team Lead
Ventura Call Centre
01.2005 - 11.2005
Crew Manager
Arcedia Marketing
09.2003 - 12.2004
Master of Science - Environmental & Energy Engineering
The University of Sheffield
01.2002 - 04.2003
Bachelor of Engineering - Civil
Gujarat University
01.1996 - 04.2000
Personal Information
- Date of Birth: 12/24/78
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Tools
- Salesforce
- JIRA
- Confluence
- Tableau
- ServiceNow
- PowerBI
- Grafana
- AppDynamics
- eGurkha
Personal Information
- Date of Birth: 12/24/78
- Gender: Male
- Nationality: Indian
- Marital Status: Married
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