SHARATH SHYLENDRA
Bengaluru
Summary
A result oriented global leader with 25+ years of support/services experience. A strong people leader with background in creating sizable global innovative teams for Remote/On-site service delivery in Virtualization, Network Operations Centre (NOC), Data Centre Operations, Cloud Services, Mobility, Enterprise Storage/Back-Recovery Solutions, building excellent customer experience and loyalty through customer advocacy.
Mission: Apply my global experience as a high-achieving leader to innovate, transform and scale-up an organization to deliver the best-in-class customer experience in IT industry.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Sr. Manager Technical Support
NetApp India
Bengaluru
01.2019 - Current
- Crafted strategic plans to enhance operational efficiency across departments, aligning goals to drive performance.
- Developed and implemented strategies to improve operational efficiency, reduce costs, and increase productivity.
- Implemented process improvements to increase operational efficiency and reduce costs.
- Led cross-functional teams to streamline product development processes.
- Led cross-functional teams to devise innovative solutions for complex problems, fostering collaboration and creativity.
- Managed crisis situations, implementing contingency plans to minimize impact on operations.
- Developed long-term relationships with key stakeholders including customers, suppliers, regulatory bodies.
Manager – Technical Support (Escalation & Enterprise Support)
Citrix India R&D Pvt. Ltd.
Bengaluru
08.2014 - Current
- Serve as single point of contact for critical customer incidents, coordinating Support, Engineering, Sales, and Executive Leadership
- Lead highest-level global escalation function across multiple Citrix product families
- Build strong executive relationships with enterprise customers as trusted advisor
- Drove CSAT, operational metrics, and optimized resources across global teams
- Led initiatives to scale support and improve responsiveness, enhancing customer perception
- Developed leaders through performance management, mentoring, succession planning to strengthen team capabilities
Senior Manager – Technical Support (WebEx)
Cisco India Pvt. Ltd.
Bengaluru
08.2012 - 10.2013
- Led global support for $220M customer portfolio (~40,000 customers)
- Drove customer retention and adoption through targeted subscription optimization programs
- Partnered with Product, Engineering, and Sales to improve end-to-end CX
- Owned CSAT and managed budget, workforce planning, and operational performance to enhance service delivery
- Delivered upsell initiatives that generated revenue and streamlined operational processes
Technical Support Manager – Customer Support Services
EMC Data Storage Systems India Pvt. Ltd.
Bengaluru
10.2011 - 04.2012
- Enhanced CSAT by implementing process rigor, providing coaching, and engaging proactively with customers
- Managed staffing, tracked metrics, scheduled resources, and ensured budget compliance
- Prepared support teams for new product releases by aligning training and resources
- Led global enterprise storage support teams
Team Manager – Microsoft Customer Support Services
Microsoft India R&D Pvt. Ltd. (GTSC)
Bengaluru
01.2005 - 10.2011
- Led incident and escalation management for high-severity cases, ensuring timely resolutions
- Managed support for Microsoft Exchange Premier customers, including 10 US enterprise accounts
- Built and retained global teams, enhancing collaboration and service quality
- Delivered hire planning and workforce optimization to support service delivery goals
- Contributed to incident management by supporting resolution processes and team coordination.
Education
Bachelor of Computer Science -
Bangalore University
BangaloreHonors Diploma - Systems Management
NIIT
BangaloreSkills
- Technical support leadership
- Incident management
- Service Delivery & Operations
- Technical troubleshooting
- Customer experience metrics
- Vendor & Partner Management
- Budget optimization
- Revenue Management
- Process excellence
- Cross-Functional Leadership
- Team Development
- Customer relationship management
Core Capabilities
- Global Technical Support Leadership
- Customer Experience (CSAT, NPS, CPE)
- Executive Escalation & Incident Management
- Service Delivery & Operations
- Revenue Enablement & Retention
- Cross-Functional Leadership
- Talent Development & Succession Planning
- Vendor & Partner Management
- Metrics, Process Excellence & Governance
- Budget & Resource Optimization
Professional Highlights
- Improved India customer experience with meeting customer and collaboration at NetApp
- Built New high performing weekend support team in India at NetApp
- $260K annual recurring revenue generated through WebEx upsell model at Cisco
- Improved CSAT from below target to committed goals (Cisco WebEx BU)
- Transitioned partner chat support to in-house teams achieving 95% CSAT (EMC)
- Implemented US after-hours support & escalation model (Microsoft)
- Business Operations Lead for Incident Management deployment (Microsoft GTSC)
- “Great People, Great Performance” Global Award – Microsoft (2007, 2009)
- >90% Work Health Index (WHI) and Best Team Manager Award (Microsoft)
Leadership Strengths
- Adaptability
- Positivity
- Achiever
- Maximizer
- Arranger
- Relator
Certification
• ITIL
• Lean six sigma green belt
• Leading Change & Management Excellence
• People Management & Coaching
• MBTI
• Career Coaching
• Leadership & Communication Programs
• Lean six sigma green belt
• Leading Change & Management Excellence
• People Management & Coaching
• MBTI
• Career Coaching
• Leadership & Communication Programs
Websites
Timeline
Sr. Manager Technical Support
NetApp India
01.2019 - Current
Manager – Technical Support (Escalation & Enterprise Support)
Citrix India R&D Pvt. Ltd.
08.2014 - Current
Senior Manager – Technical Support (WebEx)
Cisco India Pvt. Ltd.
08.2012 - 10.2013
Technical Support Manager – Customer Support Services
EMC Data Storage Systems India Pvt. Ltd.
10.2011 - 04.2012
Team Manager – Microsoft Customer Support Services
Microsoft India R&D Pvt. Ltd. (GTSC)
01.2005 - 10.2011
Bachelor of Computer Science -
Bangalore University
Honors Diploma - Systems Management
NIIT