Raghunath Bhat
Sr. Manager – Enterprise TAC | APAC
Chennai
Summary
19+ years in successful launching, directing, and managing large scale programs in Enterprise Technical support, Account Management, Customer Retentions, Premier support services and customer advocacy.
Overview
20
20
years of professional experience
2009
2009
years of post-secondary education
4
4
Certifications
Work History
Sr. Manager – Enterprise TAC | APAC
FORTRA/HelpSystems/TITUS
11.2018 - Current
- Managing multiple teams in APAC - Australia, Japan, and India
- Setting up the first ever APAC enterprise support team for TITUS, Globalscape, Tripwire, GoAnywhere
- Part of the core group for CRM migration and SPOC in APAC for all operational directives
- Responsible for Leadership and direction on the regional & Global Support centers
- Mission Critical Customer Success, Partner support, Emerging Products, and Case Escalation Analysis team
- Responsible for Resource Planning, Technical Assessments, Strategize Retention policy and Team building initiatives
- Technical Account Management for Enterprise Accounts (Interim Role) – Ability to gasp customers’ needs and suggest timely solutions
- Provide top-quality technical service before and after a sale, ability to ensure customer satisfaction and strengthen customer relationships
Sr. Manager Enterprise Support
Forcepoint LLC (Formerly Websense)
05.2012 - 11.2018
- Manage an Enterprise Technical team of 54 Engineers to provide world class support to end customers
- Set up the EMEA operations in Chennai Center
- Worked closely with the leadership team in reading (UK) to establish a world class support team catering to the needs of European Customers
- Managing Beijing Technical Support as an added responsibility
- Provide awareness of new product developments to Leadership as input and tactical direction to the business on customer service and support challenges
- Liaison with the internal functions including sales, product management, engineering, network operations, provisioning, and other service functions
- Ensure test labs are maintained to agreed standards and all relevant testing is documented Provide input into the company service strategy
- Experience working with global teams
- USA (San-Diego), EMEA (Reading), APAC (Sydney, Beijing)
- Responsible for strategically aligning business, product, technical challenges and provide timeline-based solutions
- Guide and motivate the development of Knowledge Base Articles, quick starts, and other high-value customer facing guidance and best practices documents
Team Manager (Juniper TAC)
CSS Corp Pvt Ltd
06.2010 - 05.2012
- Managed the activities of Enterprise TAC Team and supervisors with accountability for results in terms of performance, strategies, and employees
- Manage direct reports on an ongoing basis
- May oversee the work of vendors and cross-functional project teams
- Ensure all internal TAC audit processes are compliant and work with Engineering team and report new product software bugs on time
Team Lead / Escalation Lead – Meru (Wireless) TAC
CSS Corp Pvt Ltd
10.2009 - 10.2010
- Managing a team of 10 members, Handling Day-to-day operations and assistance in technical issues
- Focus on CSAT, SLA Target, Backlog and Escalations Management
- New Hire and Refresher training on wireless and product related concepts
- Process Adherence – TQE for the team, Created SIP & BCP, Responsible for Process Auditing and ensuring compliance
Network Engineer – Meru (Wireless) TAC
CSS Corp Pvt Ltd
08.2006 - 10.2009
- Responsible for TAC Assistance in planning, deployment, maintenance & troubleshooting of wireless products deployed in end-customer networks
- Global implementation Projects Design/Install/configure customer sites and Debug/Troubleshoot deployed sites
- San Francisco (USA) – Tech Target (To troubleshoot Wireless throughput issues)
- Los Angeles (USA) – Montage Beverley Hills (To work on wireless connectivity issues on Vocera Badge)
- Baltimore (USA) – Howard Hughes Medical Institute (To troubleshoot connectivity issues related to wireless clients)
- Dubai (UAE) – Al Murooj Rotana – (Connectivity issues related with Ascoms phones)
Technical Support Engineer
Linksys
08.2005 - 08.2006
- Installing and Troubleshooting Access Layer Router’s (SOHO Routers) (CISCO, Linksys) and VOIP products
Education
Master of Business Administration - Systems
Bachelor of Engineering - Electronics & Communications
Skills
Building Business Centers
Expanding Growth Prospects
Technical Support
Strong Communication
High Professional Standards
Leadership
Ownership
Strategic planning
Talent development
Cross-functional collaboration
Market analysis
Troubleshooting and problem resolution
Data-driven decision making
Cross-functional team leadership
Technical proficiency
Business analysis and reporting
Certification
CCNA
Accomplishments
- Most Valuable Player – APAC- 2015
- Best performer Award – 2009
- CSS Pillar Award – 2009, 2010
- Yellow Belt Six Sigma trained
Profile
19+ years in successful launching, directing, and managing large scale programs in Enterprise Technical support, Account Management, Customer Retentions, Premier support services and customer advocacy., Leading Teams in multiple product lines administering the entire gamut of operations like hardware and software technical support, configuration assistance, implementation, troubleshooting various security products such as TITUS – Classification, Digital Guardian & Forcepoint – DLP, GlobalScape & GoAnywhere - MFT, ClearSwift, Forcepoint, Agari – Email Security, Tripwire – FIM, JAMs – Automation, Forcepoint Web Security – Proxy, Stonesoft & Sidewinder – Firewall, Forcepoint & Tripwire - Insider threat, Forcepoint – CASB, Juniper M&T – Routing, Meru & Linksys – Wireless technology, IBMi Product Suite.
Timeline
Sr. Manager – Enterprise TAC | APAC - FORTRA/HelpSystems/TITUS
11.2018 - Current
Sr. Manager Enterprise Support - Forcepoint LLC (Formerly Websense)
05.2012 - 11.2018
Team Manager (Juniper TAC) - CSS Corp Pvt Ltd
06.2010 - 05.2012
Team Lead / Escalation Lead – Meru (Wireless) TAC - CSS Corp Pvt Ltd
10.2009 - 10.2010
Network Engineer – Meru (Wireless) TAC - CSS Corp Pvt Ltd
08.2006 - 10.2009
Technical Support Engineer - Linksys
08.2005 - 08.2006
- Bachelor of Engineering, Electronics & Communications
- Master of Business Administration, Systems