SANAT MARAR
Pimple Gurav
Summary
Resourceful and dynamic Professional with a Master’s Degree in Personnel Management (M.P.M) from Modern College of Business Management, with over 19+ years of rich and insightful experience in Enterprise Product Support, Operations & People management. Well versed with Process Management, recruiting and hiring practices, personnel development and retention approaches. Proficient in Managing and Motivating Teams in day to day operations to achieve the desired results. Confident of improving operations, impacting business growth & maximizing profits through productivity improvement, cost reductions and internal control. Effective communicator with strong problem-resolution and presentation skills. Excellent planning, execution, monitoring and resource balancing skills, attention to detail and the ability to build and lead effective teams. Proficient in overseeing the other processes like employee welfare and engagement activities, facilities management and general administration etc.
Overview
21
21
years of professional experience
Work History
Group Manager
NICE Systems Limited
8 2018 - Current
- Lead Global Application Operations and other cloud support teams providing 24x7 Production support
- Define, communicate, and systematically rollout cloud process innovations to support the adoption of new cloud strategies and technologies
- Recommend modifications to the system, operational architecture, process improvements to improve overall efficiency, reliability, and performance of product/solutions
- Identify opportunities for automation & continuous focus on manual effort reduction
- Commitment to quality, reliability, uptime, customer satisfaction, and data security
- Driving Governance meetings with CS leadership, meetings with stakeholders to share information on key initiatives, projects, etc
- People management, hiring, team building, attrition, building career road map of individuals, periodic performance review discussion for team members
- Working on building a strong cross functioning team with Effective training plans, knowledge management system
- Driving KPI’s for the entire Global Tech Support teams (50 engineers)
- Work closely with R&D & Product managers for product improvements and bug fixes
- Identify training needs and execute the same by working with different stakeholders including R&D and external vendors as required
- Provide coaching and learning development for Managers & team members
- Conducts quarterly all hands to share the site level updates, operational updates and gather feedback from team members on any ongoing challenges
- Setting quarterly individual goals and providing on-going performance feedback as well as formal performance appraisals
- Provide continuous improvement solutions that have potential to impact the customer experience, employee satisfaction and operational effectiveness
- Partner with Sales and Customer Success Managers to understand & resolve customer issues of high revenue accounts
- Mapping the employee’s Career aspiration to the Individual Development Plan and mentor them
- Effectively collaborate with different BU’s, PS, Sales, TAM’s for ensuring smooth business operations
- Represent NICE professionally in customer facing engagements both internally and externally
- Help create/maintain Department, Operational and Strategic plans
- Drive Customer Experience Project engaging all product managers for better Customer experience, achieved CSAT of 98% from 87%
- Share the monthly site level updates (Highlights/Lowlights) for all Products Support team to Executive Leadership
- Ensuring Support participation & contribution in new product releases, partnering with product house
- Talent management: Collaborate with recruitment team to hire right resource at right time.
Manager
Mojo Networks Private Limited
2016.10 - 2018.08
- Leading a team of 15 engineers who are responsible for the support, deployment and migration of cloud customers
- To work in a 24x7 environment ensuring that Mojo Networks’ Cloud customer accounts are administered and maintained accurately and within agreed service levels
- Manage and facilitate satisfactory resolutions to customers’ service issues by identifying escalations, reacting with a sense of urgency, formulating appropriate action plans and utilizing resources effectively
- Participate in regularly scheduled network security and other infrastructure audits including SOC, ISO and FedRAMP
- Identifying and help implement automation opportunities for infrastructure services and system administration tasks wherever possible
- Work with customers, internal stakeholders and engineering teams to troubleshoot and resolve operational challenges
- Partner with Engineering teams and rest of operations teams to help architect and design the infrastructure for customer facing services as well for the R&D environments
- Tactical operation planning, budget planning for infrastructure assets and services, development of service improvement, and contingency operation plans including BCDR
- Develop, refine and implement improvements to process and procedure regarding the administration and maintenance of Cloud SaaS environments
- Manage the team’s resource scheduling, project assignments and performance appraisals
- Mentoring and coaching the team ensuring that personnel are delivering output as efficiently and accurately as possible and foster a culture of accountability, innovation and team building
- Change Management: Plan and schedule changes upon identifying requirements from PLM and Release Manager
- Ensure that Change Requests are created and approved on time
- Ensure customer notifications are sent in a timely manner
- Ensure staging is performed wherever applicable
- Overseeing and recording results accordingly
- Ensures that all the activities designed to implement the change are as per the standards
- Approve/reject routine change
- Coordinate and conduct meetings with Change advisory board (CAB) to discuss higher risk changes
- Overseeing implementation and validation, ensuring successful completion of changes
- Keeping a track of breaches and working on improving them
- Create and review change templates
- Prepare Change Summary Report for CAB that summarizes all RFC’s and scheduled/completed changes
- Incident Management: Oversee monitoring and incident management of cloud infrastructure to meet the SaaS environment availability objectives
- Ensure that the tickets are handled on time- meeting the First Response and Resolution SLA’s
- Ensuring timely escalation of tickets
- Overseeing the RCA and ensuring engineering bugs are logged and tracked in a timely manner
- Prepare and share weekly reports
- Review the Nagios audit report to ensure that all EC2 servers have been configured in Nagios for health monitoring purposes
- Capacity Management: Review and monitor the capacity of application servers in the cloud
- Set thresholds for capacity on each server and define actions accordingly
- Ensure that the actions are performed in a timely manner and help avoiding any service disruptions
- Forecast capacity requirements based on new orders from Sales and action accordingly
- Review server load/utilization on a weekly basis ensuring optimum utilization of servers on the cloud.
Manager
Symantec Software India Private Limited
2009.10 - 2016.09
- Leading a team of 16 engineers who are responsible for providing support to Symantec Business Critical Customers, Symantec Partners and Symantec Enterprise Customers across the globe on Symantec Security products that include Data Loss Prevention, Endpoint Encryption, User Authentication, Identity Access Manager and Secure Login
- Ensure delivery of high quality customer support, leading daily operation, supporting process and technology changes, ensuring customer satisfaction, tracking escalations, escalating incidents to Backline, Engineering & Product Management team, proactive customer follow-ups, collaboration across product management and other Geo’s support teams and maintaining agreed-upon service levels
- Set clear objectives, evaluate progress and instill a high performance culture with focus on team work, service excellence and ownership for resolving customer issues
- Manage the team and individual performance, technical and skills development
- Encourage open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together
- Cascade business objectives and targets to the team
- Review daily priorities and take appropriate action to ensure results are achieved
- Escalation Management – Managing escalations from Customers, Sales, BCAM, Duty Managers and other stakeholders
- Resource Planning - Managing resources internally and externally, directing team actions to achieve successfully planned & established targets
- Motivate, train, and monitor day to day operations of the team
- Enforce discipline amongst employees, introduce new work methods, make platform for stability and soundness in the department, create a healthy and conducive atmosphere for work
- Handle Employee Grievances and Identify self service documentation gaps
- Employee Development and training
- Confidential Record Keeping
- Employee retention
- Disciplinary Procedures
- Conduct Performance Appraisals
- Preparing and maintaining shift/leave roster via Workforce Management Tool
- Responsible for Quality Management
- Talent Acquisition and Talent Development that include being part of the recruitment process and including direct contribution to knowledge management.
Sr. Global Delivery Services agent
Symantec Software India Private Limited
2007.08 - 2009.10
- First point of contact for Symantec Enterprise customers globally
- Resolve customer issues related to Licenses and Support Contracts
- Work on FCR’s for products like Backup Exec and Symantec Endpoint Protection
- Create appropriate tickets and coordinate among the different technical support teams, Duty Managers and BCAM’s
- Follow up on the tickets ensuring timely response for customers.
Coding Analyst
WNS Global Services
2006.09 - 2007.08
- Responsible for coding Market Research Surveys
- Evaluating survey reports - Analysis and final coding of the tabulated data of various clients for the purpose of Market Research on Products and Services
- Industry surveys on new products (FMCG, Microsoft, Stores, Shoes, Clothes, etc.)
- Creating and maintaining reports on quality and attendance
- Was also responsible to perform quality checks of the agents and provide appropriate feedback for the same.
Customer Care Associate
Wipro Spectramind Services Limited
2003.11 - 2004.12
- Worked as a Reservations & Ticketing Agent for Delta Airlines (U.S.)
- Was responsible for making flight reservations and answering to all queries related to travel and helping passengers with hotel accommodation and car rentals, etc.
Education
Masters In Personnel Management -
Modern College
Pune 2001.04 -
Skills
Business Development
Staff Development
Strategic Planning
Operations Management
Educationcertifications
- Professional Certificate Programme in AI & ML for Business Excellence from IIM Kozhikode
- Certified Agile Scrum Master from Global Skill Development Council
- LEAP 2.0 (Leadership Excellence through Awareness and Practice)
- Certified Support Manager (Service Capability and Performance Career Certification Program)
- ITIL Foundation
- PRINCE 2 –Foundation and Practitioner
- CompTIA Security+
- Master of Personnel Management (M. P. M.)- April 2008 from Modern College of Management, Pune
Visa
B1/B2- Valid till Jul 2025
Personal Information
- Passport Details: R3550424
- Date of Birth: 02/03/85
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Languages
English, Marathi, Hindi & Malayalam
Timeline
Manager
Mojo Networks Private Limited
2016.10 - 2018.08
Manager
Symantec Software India Private Limited
2009.10 - 2016.09
Sr. Global Delivery Services agent
Symantec Software India Private Limited
2007.08 - 2009.10
Coding Analyst
WNS Global Services
2006.09 - 2007.08
Customer Care Associate
Wipro Spectramind Services Limited
2003.11 - 2004.12
Masters In Personnel Management -
Modern College
2001.04 -
Group Manager
NICE Systems Limited
8 2018 - Current
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