Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

Saravanan Natarajan

Sr Manager, Technical Support
Bangalore

Summary

Results-driven and adaptable leader with over 25 years of experience, including 13 years in leadership roles spanning customer support delivery, program management, and technical support/operations across networking, storage, servers, and operating systems. Skilled in effectively leading cross-functional teams from diverse backgrounds to achieve operational excellence. Seeking a senior leadership role to leverage expertise for strategic growth and innovation.

Overview

25
25
years of professional experience
6
6
Certifications

Work History

Sr Manager-Tech Support

Cisco Systems India Pvt Ltd
11.2022 - Current
  • As a Senior Manager for HTTS/TAC Support, I am responsible for overseeing the premium offer (High touch delivery support) within enterprise support, which is a key product support within the TAC function
  • Additionally, I have supported expert care delivery functions for problem management (HTE), which are part of Cisco's premium offerings
  • Premium TAC operates with customer affinity as its primary goal, and I am responsible for aligning leaders and teams to consistently deliver an exceptional experience for our customers with this objective in mind
  • Led teams supporting enterprise products including switching, routing, wireless, SDA/DNAC
  • Managed problem resolution, talent, capacity planning, and global delivery initiatives
  • Lead the team which drives revenue growth through additional premium offerings (Problem management- HTE)
  • Collaborated with product management to streamline support offers and documentation as part of HTTS offer
  • Worked with product management teams to streamline support offer consistency and engaged in offer documentation process; Interlock with engineering team to enhance product quality and provide feedback
  • Worked as EN point of contact for India regional interlock with key stakeholders (Sales, Solutions Engineering, Customer Success Teams and Partners), Handled top account program for Cognizant (one of top ITES customer in India)
  • Focused on delivery excellence by prioritizing customer satisfaction (CSAT) and leading indicators
  • Celebrated achievements and analyzed areas for opportunities, collaborating with team members and leaders for continuous improvement
  • Worked with regional stakeholders to enhance effectiveness of high-touch premium delivery to support renewals for sales and delivery teams
  • Coordinated with global TAC functions across sites to ensure a seamless customer experience worldwide
  • Focused on leadership development and mentoring to cultivate talent
  • Mentored three aspiring managers; facilitated successful transitions to management roles

Tech/Team Lead

EMC Software and Services India Pvt Ltd
10.2007 - 05.2016
  • Technical Support Manager for Connectivity & Virtualization technologies
  • Worked as Tech Support Engineer supporting Cisco and Brocade fabric switches for initial 3 years
  • Managed Connectrix BU Brocade/Cisco Fabric switches team and established the VPLEX support team, overseeing APJ/EMEA technical remote support
  • Primary contact for customer escalations, driving product quality and serviceability in collaboration with PMO, QA, and Field teams
  • Launched eServices initiatives to improve customer engagement for web channel support
  • Led 'Great Place to Work' initiative, focusing on career management support for team members

Associate Consultant and Team Lead

Wipro Technologies
04.2004 - 10.2007
  • Overseas experience at wipro’s client for Managing L2/L3 Enterprise storages in SAN environment and administration of SAN
  • Responsible for Installation, Provisioning, supporting storage environment in 3 data centers onsite for wipro's client in Amsterdam
  • Responsible for OEM collaboration, Maintaining SLO, uptime agreements, business continuity execution during major failures, data protection
  • Team lead for managing the SAN environment and schedule/plan for incident management, change control, new implementation for other storage support engineers within the team

Customer Engineer

HCL Infosystems Ltd
05.2000 - 04.2004
  • Worked as customer support engineer/system administrator for various clients on field in chennai region including HP RISC Servers, Sun SPARC and HCL servers, and desktop
  • Supported various operating systems like HP Unix, Sun Solaris, windows, Sco Unix
  • Responsible for new and renewal of customer's Annual maintenance contract for multiple accounts in chennai region and large accounts such as Railways, financial institutions, Defense factories, Automobile parts manufacturers

Education

Master of Business Administration - E-Business

Annamalai University

Bachelor of Science - Information Systems

BITS, Pilani

Diploma - undefined

Electronics and Communication Engineering

Skills

Technical Support Expertise, Problem & Incident mgmt

Networking, Storage, Operating Systems

Operations, Migration & Project mgmt

Team leadership&Development, Stakeholder mgmt, Cross functional collobaration, Decision making

Websites

Certification

Service Capability & Performance Certified Support Manager

Timeline

Sr Manager-Tech Support

Cisco Systems India Pvt Ltd
11.2022 - Current

Tech/Team Lead

EMC Software and Services India Pvt Ltd
10.2007 - 05.2016

Associate Consultant and Team Lead

Wipro Technologies
04.2004 - 10.2007

Customer Engineer

HCL Infosystems Ltd
05.2000 - 04.2004

Bachelor of Science - Information Systems

BITS, Pilani

Diploma - undefined

Electronics and Communication Engineering

Master of Business Administration - E-Business

Annamalai University

Similar Profiles

CREATE PROFILE
Saravanan NatarajanSr Manager, Technical Support