Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
CRICKET, CARROM
Timeline
Generic

Sandeep Chandrakant Sali

CLOUD OPERATIONS MANAGER, IT SUPPORT , DELIVERY, TECHNICAL SUPPORT MANAGER
Pune

Summary

Experienced IT leader with over 19 years in the IT Industry. Proven track record of leading and managing teams in Technical Support, Customer Service, Operations, and Client Relationship Management. Skilled in process improvement, strategic planning, and project execution, with a focus on operational excellence. Adept at fostering team collaboration and achieving high customer satisfaction. Seeking opportunities to leverage my extensive background in managerial roles within a progressive organization.

Overview

38
38
years of professional experience
3
3
years of post-secondary education
6
6
Certifications

Work History

Cloud Manager

Cloud EQ
11.2022 - 07.2023
  • Leading cross-functional teams managing Azure and AWS projects, including the MCD project.
  • Overseeing servers and VMs while managing monthly patching activities.
  • Demonstrated exceptional efficiency by significantly reducing the number of Internal IT tickets to single digits.

Senior Manager

ZiMetrics Technologies, MSO
05.2021 - 07.2022
  • Excelled in planning, organizing, and executing complex technology solutions.
  • Successfully managed full operational control of L2 through L4 support engineers.
  • Spearheaded incident management and showcased expertise in ITIL processes.
  • Collaborated closely with product owners, tracked essential metrics, and orchestrated governance meetings.
  • Cultivated a positive team environment, adeptly removing impediments and fostering employee motivation.
  • Played a crucial role in managing client relationships and served as a liaison between customers and stakeholders.
  • Contributed significantly to architecture discussions surrounding AWS Services and information security solutions.
  • Acted as the primary escalation point for critical technical and partner queries.
  • Defined and diligently measured objectives and goals for subordinates, ensuring SLA achievement.
  • Continuously monitored incidents and service requests through CRM.
  • Prepared and meticulously analyzed KPIs, service delivery, resource utilization, and reports.
  • Led process enhancements, enhancing efficiency and productivity.
  • Conducted technical interviews and effectively implemented innovative processes.
  • Facilitated employee engagement activities and consistently improved team performance.
  • Achieved consistently high C-Sat scores while maintaining service continuity.

Technical Support Manager

Quick Heal
10.2019 - 06.2020
  • Managed substantial teams of technical support experts and TLs.
  • Acted as the primary escalation point for critical technical and partner queries.
  • Defined and diligently measured objectives and goals for subordinates, ensuring SLA achievement.
  • Continuously monitored incidents and service requests through CRM.

Global QA Lead

Qualys
09.2016 - 02.2019
  • Significantly improved contact/support center operations by identifying and resolving issues.
  • Achieved human resource objectives through effective orientation, training, coaching, and counseling.
  • Produced KPI reports and expanded professional and technical knowledge.
  • Collaborated closely with support management, contributing to strategic plans and ensuring compliance.

TSA to Associate Manager

Symantec
08.2008 - 06.2016
  • Led teams of engineers overseeing multiple products and pioneered the Chat process.
  • Maintained a high level of customer satisfaction and provided mentorship to team members.
  • Effectively managed client escalations and internal escalations, facilitating the achievement of career goals.
  • Generated comprehensive reports, facilitated promotions, and meticulously maintained trackers.
  • Earned the prestigious Standing Ovation Award and ensured the meticulous tracking of CSAT and retention.
  • Provided oversight to teams and consistently achieved top performance ranking.

Senior Non-Commissioned Officer

Indian Air Force
04.1985 - 04.2005
  • Accumulated 20 years of invaluable experience, overseeing meteorological systems and security operations.
  • Served as Senior Non-Commisioned Officer, skillfully managing the Electronic Data Processing Team.
  • Took charge of operations for Meteorological Services at various Air Force Stations.
  • Proficiently operated computer systems ranging from DOS 5.0 to Windows 10.

Education

Bachelor of Arts - Political Science & Government

Kakatiya University
01.1997 - 01.1999

Post Graduate Diploma - Marketing Management

Indira Gandhi National Open University
01.2002 - 01.2003

Skills

  • Network Security
  • Cybersecurity Management
  • Technical Proficiency
  • Interpersonal Skills
  • ITIL & Support
  • Excellent Communication Skills
  • Time & Project Management
  • Team Leadership & Management
  • Business and Strategic Skills

Certification

ISMS Auditor

Accomplishments

  • Received company shares from both Symantec and Qualys, showcasing commitment and dedication.
  • Successfully led teams ranging from 18 to over 100 members, demonstrating effective leadership skills.
  • Conducted annual appraisals for teams at Symantec, Qualys, and Quick Heal.
  • Achieved an impressive CSAT (Customer Satisfaction) score of 95% for my teams and forced and motivated teams to achieve challenging Key Result Areas (KRA) targets.
  • Played a pivotal role in determining contact/support centre operational strategies through needs assessments.
  • Excelled in maintaining high levels of customer relationship management, resulting in a high satisfaction index.
  • Mentored team members, providing timely coaching and support to help them achieve their career goals.
  • Successfully piloted the Cloud support team for SEP in Pune, while also managing ongoing responsibilities.
  • Served as an integral part of the Sales Force for the Support team and acted as a Change Agent.
  • Effectively managed client escalations and internal escalations in collaboration with the sales team.
  • Generated reports that facilitated team career development and trend analysis.
  • Proven track record in talent hiring and development.
  • Monitored call performance reviews and engaged in capacity planning.
  • Contributed to the maintenance and improvement of contact/support center operations by identifying and resolving problems.
  • Prepared key performance indicator (KPI) reports by collecting, analyzing, and summarizing data and trends.


CRICKET, CARROM

CRICKET

CARROM

Timeline

Cloud Manager

Cloud EQ
11.2022 - 07.2023

Senior Manager

ZiMetrics Technologies, MSO
05.2021 - 07.2022

Technical Support Manager

Quick Heal
10.2019 - 06.2020

Global QA Lead

Qualys
09.2016 - 02.2019

TSA to Associate Manager

Symantec
08.2008 - 06.2016

Post Graduate Diploma - Marketing Management

Indira Gandhi National Open University
01.2002 - 01.2003

Bachelor of Arts - Political Science & Government

Kakatiya University
01.1997 - 01.1999

Senior Non-Commissioned Officer

Indian Air Force
04.1985 - 04.2005

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Sandeep Chandrakant SaliCLOUD OPERATIONS MANAGER, IT SUPPORT , DELIVERY, TECHNICAL SUPPORT MANAGER