Experienced Technical Support Manager at BMC with extensive expertise in product support, customer satisfaction, and operational efficiency. Proven leader in cross-functional collaboration and data-driven decision-making. Led numerous initiatives to enhance support metrics and community engagement. Committed to fostering team growth and innovation in a fast-paced, global environment.
Hi, I’m
Rohit Sharma
Manager, Technical Support
Pune
Summary
Overview
15
years of professional experience
4
years of post-secondary education
Work History
BMC SoftwarePune
Manager, Technical Support
7 2014 - Current
Job overview
- Leadership & Team Management: Directed a high-performing technical support team of 17 members, ensuring seamless 24/7 support services to global enterprise clients
- Excelled in people management including recruitment, boosting team productivity, fostering morale, and managing attrition effectively
- Strategic Initiatives & Customer Engagement: Championed customer-first initiatives, leading to significant year-over-year growth in new sales and renewals through strategic customer relationships and frequent collaborations with customer executives, sales, accounts, and engineering teams
- Product Support & Development Collaboration: Acted as a pivotal liaison between the Support, R&D, and Product Development teams
- Spearheaded customer-impacting enhancements and fixes, significantly improving product experience, usability, stability, and support
- Operational Excellence & Service Delivery: Administered global support operations, including deployment and integration processes, optimizing day-to-day product support operations
- Drove the Knowledge Centered Support (KCS) initiative, enhancing the Article Quality Index (AQI) from 67% to 86% and effectively doubling the updates-to-creates ratio
- Customer Experience & Escalation Management: Led major customer escalations and user group programs, hosting events attended by key stakeholders, which facilitated direct feedback into product improvements
- Managed a user group program that delivered strategic insights into product features, significantly enhancing customer engagement and satisfaction
- Content Development & Training: Oversaw the creation of digital content for support, including 50 instructional videos with top viewership and engagement metrics
- Trained and mentored a team of ten support engineers in Guadalajara, Mexico, enhancing their technical capabilities and service delivery effectiveness
- Change Management & Continuous Improvement: Directed problem management and change management processes, delivering actionable insights that reduced case volume by 7%
- Continually assessed and implemented improvement plans across support services to elevate customer satisfaction and operational efficiency
- Global Collaboration & Stakeholder Management: Collaborated with global counterparts to ensure continuous improvement and alignment of support practices
- Participated effectively in the product release cycle to ensure support readiness for new products and services, maintaining high support standards across multiple offerings.
- Drove operational efficiency through data-driven decision-making processes, leveraging analytics tools for informed strategy development
- Championed diversity and inclusion efforts within the workplace, resulting in an inclusive environment that fostered creativity and innovation among employees from various backgrounds
Infosys Technologies Ltd.Pune
Senior Systems Engineer
12.2010 - 06.2014
Job overview
- System Administration & Automation: Spearheaded administrative tasks on Solaris systems, including routing protocol configuration, network management, and user administration
- Employed advanced shell scripting techniques to automate zone builds and post-installation processes, significantly enhancing system setup efficiency
- Server Migration & Virtualization: Led the strategic migration of 100 physical Unix servers to virtual zones/machines, optimizing system utilization and performance
- This initiative streamlined operations and reduced hardware dependencies
- Operational Oversight & Scripting Solutions: Administered the installation of Opsware and backup clients across a network of 1,200 servers using automated scripts
- Supervised the deployment of monitoring agent upgrades and core redistribution scripts on over 6,000 servers, ensuring ongoing system relevance and performance enhancement
- Data Management & CMDB Integration: Coordinated the consolidation of the Configuration Management Database (CMDB) for servers, improving data accuracy and integrity
- This effort facilitated better asset and configuration management across the organization
- Project Management & Reporting: Chaired a backup project that effectively identified exemptions and exclusions for the backup team, leading to a significant reduction in incident tickets
- Directed the creation of monthly Project Scorecards, delivering key insights into ticket management, SLA compliance, and productivity metrics
- Tool Development & Productivity Improvement: Managed the development and maintenance of operational tools, including a shift roster, leave tracker, and build tracker, which increased operational transparency and efficiency
- Contributed to the I-Trim initiative, boosting productivity by 10% across the Unix track
- Incident & Request Management: Served as the Single Point of Contact (SPOC) for the UNIX remedy queue, efficiently managing ticket flow and workload distribution among the team
- Maintained an exceptional record of closing 300 cases each quarter while ensuring adherence to SLA and Mean Time To Resolve (MTTR) parameters, highlighting a strong commitment to service excellence and rapid issue resolution.
HCL Technologies Ltd.Noida
Analyst - EUC
01.2009 - 11.2010
Job overview
- Technical Support & Troubleshooting: Executed advanced troubleshooting tasks, particularly with Lotus Notes, focusing on the creation, management, and backup of ID files
- Recognized as the top performer within the team, efficiently resolving an impressive 400 cases per quarter
- Server Management & Monitoring: Mastered Level 1 troubleshooting on Solaris servers using Putty
- Skillfully managed user permissions and monitored system processes, maintaining server health and promptly escalating issues according to Standard Operating Procedures (SOP) for swift resolution
- Service Level Agreement Compliance: Consistently resolved issues within the stipulated Service Level Agreements (SLA), maintaining the highest standards of service delivery and customer satisfaction
- System Monitoring & Escalation: Led system monitoring efforts, promptly identifying, and escalating over 100 job failures, as well as various application and system alerts, to prevent potential delays in batch schedule completions and ensure operational continuity
- Account Administration & System Updates: Administered user accounts through LDAP, handling account creation, deletion, and permission settings.
Education
Greater Noida Institute of Technology (GNIOT)Greater Noida
B.Tech from Information Technology
09.2004 - 06.2008
University Overview
Skills
Strategic Decision-Making
undefinedTimeline
Senior Systems Engineer
Infosys Technologies Ltd.
12.2010 - 06.2014
Analyst - EUC
HCL Technologies Ltd.
01.2009 - 11.2010
Greater Noida Institute of Technology (GNIOT)
B.Tech from Information Technology
09.2004 - 06.2008
Manager, Technical Support
BMC Software
7 2014 - Current
Awards
Awards
- BMC Corporate Recognition Event (CRE) Award 2018: Honored with BMC's prestigious corporate award, recognizing exceptional individual contributions within the company.
- Knowledge Centered Support (KCS) Adoption Program Award: Recognized for outstanding implementation and adoption of the KCS methodology, enhancing support strategies and customer service excellence.
- Training Excellence Award: Awarded for successfully training and elevating the support center's capabilities in Mexico, significantly enhancing operational effectiveness.
- Infosys IMS Bravo Awards: Received multiple Bravo awards at Infosys, acknowledging superior performance and commitment to service excellence.
- IMS Idea Equity Contest Gold Award: Earned the Gold award in a competitive, organization-wide initiative, with the team securing 9 awards, showcasing exceptional innovation and teamwork in improving service delivery.
Awards
Awards
- BMC Corporate Recognition Event (CRE) Award 2018: Honored with BMC's prestigious corporate award, recognizing exceptional individual contributions within the company.
- Knowledge Centered Support (KCS) Adoption Program Award: Recognized for outstanding implementation and adoption of the KCS methodology, enhancing support strategies and customer service excellence.
- Training Excellence Award: Awarded for successfully training and elevating the support center's capabilities in Mexico, significantly enhancing operational effectiveness.
- Infosys IMS Bravo Awards: Received multiple Bravo awards at Infosys, acknowledging superior performance and commitment to service excellence.
- IMS Idea Equity Contest Gold Award: Earned the Gold award in a competitive, organization-wide initiative, with the team securing 9 awards, showcasing exceptional innovation and teamwork in improving service delivery.
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