Summary
Overview
Work History
Education
Skills
Websites
Certification
Awards
Leadership & Impact Highlights
Personal Details
Interests
Hobbies
Timeline
Generic
Saurabh Srivastava

Saurabh Srivastava

Technical Support Manager | Customer Success & Service Delivery Leader
Bangalore

Summary

Results-oriented Support Manager with 10+ years of experience in technical support and service delivery at Citrix/CSG. Proven expertise in people management, team development, escalation handling, and process optimization. Recognized for consistently improving KPIs, driving premium customer experience, and leading cross-functional initiatives. Currently serving as a Mentor for Managers, responsible for coaching, auditing, and aligning operational performance. Strong background in Citrix technologies (ADC, CVAD, SD-WAN) and workforce enablement programs.

Overview

13
13
years of professional experience
3
3
Certifications
2
2
Languages

Work History

People Manager

HCLTech Ltd. (Project: Citrix/CSG)
Bangalore
01.2024 - Current
  • Lead a high-performance support team focused on CVAD issues across AMS.
  • Drive leadership development through structured mentoring of Tech Lead aspirants and Team Leads.
  • Appointed as a Mentor for Managers to enhance operational consistency and team alignment.
  • Spearhead readiness programs for engineers supporting premium accounts, balancing technical and soft skills.
  • Engage global teams for workflow optimization and SLA compliance.
  • Promote a feedback culture using dashboards and 1:1 coaching.
  • Enhanced team productivity by implementing efficient workflow processes and time management strategies.
  • Optimized resource allocation for projects, ensuring timely completion within budget constraints.
  • Cultivated strong relationships with stakeholders, fostering collaboration and trust between teams.
  • Spearheaded talent acquisition efforts, resulting in a diverse and highly skilled workforce.
  • Boosted employee morale through regular recognition events and performance-based incentives.
  • Motivated employees through special events, incentive programs, and constructive feedback.
  • Prioritized employee well-being through health-focused initiatives such as wellness programs or flexible scheduling options where possible.
  • Implemented data-driven decision-making processes, improving overall departmental efficiency.
  • Provided guidance on career advancement opportunities available in order to retain top talent and maintain high levels of motivation throughout our organization.
  • Promoted transparent communication practices within the team, encouraging open dialogue and idea-sharing among members.
  • Coordinated cross-functional collaborations on large-scale projects, facilitating seamless teamwork across departments.
  • Devised strategic plans to meet organizational goals, aligning team objectives with company vision.
  • Developed a nurturing work environment for employees, leading to increased satisfaction and retention rates.
  • Conducted comprehensive performance reviews to identify areas of improvement and provide constructive feedback.
  • Managed budget allocations wisely while also seeking cost-saving measures without sacrificing quality or team satisfaction levels.
  • Led multi-disciplinary teams in achieving both short-term and long-term goals, demonstrating exceptional leadership skills and adaptability in the face of challenges.
  • Reduced employee turnover rate by addressing concerns promptly and proactively engaging in conflict resolution efforts.
  • Championed professional development initiatives, offering training opportunities for continuous growth among employees.
  • Streamlined communication channels within the team by establishing clear guidelines and expectations.
  • Facilitated onboarding sessions and on-the-job training for new hires, bolstering employee job position knowledge and skillset.

Tech Lead – NetScaler Priority Team

Citrix/CSG
01.2020 - 01.2024
  • Acted as escalation point for high-priority Networking cases.
  • Accountable for 15-20 Technical Support Engineers handling Premium Customers meeting all the KPIs like CSAT, ASA, Bug Conversion etc.
  • Designed and launched the Tech Lead Incubation Program, strengthening leadership bench.
  • Collaborated with senior leaders on support strategies and engineer development.
  • Enhanced red account management processes and customer communication strategies.

Senior Support Engineer

Citrix/CSG
01.2013 - 01.2020
  • Delivered Tier 3 technical support for Citrix solutions, especially ADC and Virtualization.
  • Consistently exceeded CSAT targets and managed escalations effectively.
  • Mentored junior engineers and led internal knowledge-sharing efforts.
  • Led training sessions for internal staff members, boosting their technical knowledge and skills in key areas of expertise.
  • Delivered exceptional customer service by addressing user inquiries promptly and professionally.
  • Evaluated new technologies for potential implementation in the company''s support strategy, improving overall effectiveness of the team.
  • Implemented proactive monitoring systems to identify potential issues before they escalated into major problems.
  • Enhanced system performance by troubleshooting complex software and hardware issues.
  • Resolved critical technical problems for clients, improving overall customer satisfaction.

Education

B.Tech - Computer Science & Engineering

Gautam Buddha Technical University
Kanpur, India
04.2001 -

Intermediate Certificate - Science With Computer

St. Francis Higher Secondary School
Varanasi, India
04.2001 -

Skills

  • People & Performance Management

  • Customer Experience & Escalation Handling

  • Service Delivery (AMS Region)

  • Citrix Technologies: NetScaler, CVAD, SD-WAN

  • Leadership Coaching & Manager Enablement

Websites

Certification

Citrix Certified Associate – Networking (CCA-N)

Awards

Kudos Award: Multiple quarters (Q3-2014 to Q4-2020), Performance Awards: Q1-2015, Q3-2016, Q3-2017, Q2-2019, Above & Beyond: Trained 100+ college graduates (Q3-2022), KCS Champion: Q2-2016, Q2-2017, Q4-2017

Leadership & Impact Highlights

  • Promoted as Mentor for excellence in manager development
  • Led AMS support for Red Accounts: EPIC, Providence HealthCare
  • Optimized ANZ late-hour case handling, reducing handoffs
  • Built frameworks for Premium Engineer Readiness (Tech + Behavior)
  • Served as KCS SPOC, significantly enhancing knowledge article quality

Personal Details

  • Married; spouse works at Canara Bank
  • Father to a 2-year-old son

Interests

Emerging technologies

Leadership development

Knowledge sharing

Customer success

Hobbies

Playing Chess

Travelling

Photography

Timeline

People Manager

HCLTech Ltd. (Project: Citrix/CSG)
01.2024 - Current

Tech Lead – NetScaler Priority Team

Citrix/CSG
01.2020 - 01.2024

Senior Support Engineer

Citrix/CSG
01.2013 - 01.2020

B.Tech - Computer Science & Engineering

Gautam Buddha Technical University
04.2001 -

Intermediate Certificate - Science With Computer

St. Francis Higher Secondary School
04.2001 -

Similar Profiles

CREATE PROFILE
Saurabh SrivastavaTechnical Support Manager | Customer Success & Service Delivery Leader