Unnikrishnan A
Sr. Support Delivery Manager
Thrissur
Summary
Results-driven Support & Service Delivery Manager with 16 years of experience enhancing service operations and driving customer satisfaction. Skilled in developing strategic plans, fostering collaboration, and implementing innovative solutions for business growth. Experienced in managing diverse teams and building strong client relationships to ensure service quality. Committed to leveraging leadership skills to support organizational success.
Overview
4
4
Languages
5
5
Certifications
14
14
years of professional experience
Work History
Sr. Support Delivery Manager
Akamai Technologies
Remote
05.2019 - Current
- Oversaw strategic customers, employees, project scope, planning, control, and scheduling.
- Led diverse project teams, and ensured alignment of project deliverables with business needs.
- Analyzed program effectiveness, and implemented measures to enhance operational efficiency and performance.
- Coordinated incident reviews, providing actionable feedback to stakeholders for targeted process improvements.
- Collaborated with Support and Engineering teams to address business-critical issues or feature enhancements based on urgency and impact.
- Managed multiple stakeholders in a matrix environment to ensure task completion and alignment with Project Management Methodology and Strategy.
- Assisted in defining project scope and objectives, involving all relevant stakeholders, and ensuring technical feasibility.
- Spearheaded client and account management to support process efficiency, business growth, and maturation.
- Acted as a trusted advisor to high-value customers, providing guidance, advice, and proactive support for product adoption, escalations, and service incidents.
- Owned a data-driven approach to inform support, process improvement, and operational efficiency for customers.
- Identified gaps in customer experience, implementing process efficiencies that led to enhanced customer satisfaction.
- Represented the voice of customers in all meetings.
- Drove changes in processes to maintain 'best-in-class' practices and eliminate inefficiencies.
- Engaged customers to discuss business needs and explore opportunities to increase sales.
- Implemented risk mitigation strategies to minimize potential disruptions caused by unforeseen events or issues.
- Championed customer-centric approach, seeking client feedback to drive improvements and elevate overall delivery experience.
Sr. Prof Infrastructure management
Sutherland
Bengaluru
06.2018 - 04.2019
- Led implementation and migration projects from on-premise to Cloud Platform
- Developed solution POVs for GCP platforms, enhancing understanding of Google Cloud Storage, BigQuery, DataProc, and DataFlow capabilities.
- Led implementation and migration projects from on-premise to Cloud Platform, ensuring seamless transition and operational continuity.
- Executed data migration tasks using various tools and methodologies.
- Certified GCP Cloud engineer with expertise in AWS and Azure
- Managed Google Cloud Storage classes to optimize data storage costs.
- Skilled in Google Cloud Storage Class management
- Defined future support strategies for ISVs transitioning to Cloud, facilitating smoother integration and ongoing support.
Technical Lead
Sutherland
Bengaluru, Karnataka
07.2015 - 05.2018
- Facilitated collaboration between L2 and L3 engineers to expedite resolution of customer incidents
- Oversaw effective technical communication on customer escalations between global technical teams and clients
- Assisted engineers, account managers, and sales team in managing high-stakes customer situations
- Generated weekly performance reports and conducted personalized sessions to address challenges and schedule technical training for L2 engineers.
- Oversaw technical communication on customer escalations between global technical teams and clients to ensure effective resolution and alignment.
- Demonstrated proficiency in integrating Backup Exec and other backup solutions with cloud and virtualization platforms
- Compiled daily team reports for performance evaluation and management
- Documented and shared customer stories from escalated cases to identify trends and provide insights for process improvements and proactive issue resolution.
Senior Technical Support Engineer
Concentrix India
Chennai, Tamil Nadu
12.2013 - 07.2015
- Managed technical escalations for premium customers
- Resolved complex issues through R&D efforts and implementation of bug fixes, enhancing product reliability
- Successfully resolved backup and restore issues in various applications and technologies including Deduplication, NDMP, Oracle, and Linux
- Resolved backup and restore issues for VMware and Active Directory
- Managed problems and issues related to Backup Exec Products, ranging from version 12d to the latest versions
- Configured and supported Disaster Recovery of servers using Simplified Disaster Recovery and Intelligent Disaster Recovery
- Configured Tape Storage, Disk Storage, and Deduplication Storage in Backup Exec
- Handled issues with the Central Admin Server and Managed Media Server
- Authored technical content for public knowledge base and forums, improving information accessibility for users
- Managed technical escalations for premium customers, ensuring timely resolution and maintaining high satisfaction levels
- Provided regular coaching and feedback to L1 engineers to enhance their overall performance and technical skills
Technical Support Engineer
Dell
Chennai, Tamil Nadu
12.2011 - 06.2013
- Demonstrated exceptional proficiency in diagnosing and resolving intricate technical problems, ensuring minimal downtime and optimal server performance
- Provided expert troubleshooting and problem-solving assistance for various desktop and server issues, encompassing both hardware and software components
- Collaborated with cross-functional teams, including system administrators and network engineers, to identify and resolve root causes of server malfunctions
- Tested and evaluated server configurations, identifying and rectifying potential vulnerabilities and inefficiencies
- Implemented proactive measures to enhance server security and stability, including regular software updates and patches
- Developed documentation and guidelines for server maintenance and troubleshooting procedures, enabling faster issue resolution for future incidents
Education
Data Science Certification Program -
Indian Institute of Management, Kozhikode
Kozhikode, India10-2021
Bachelor's degree - Chennai
Hindustan University
Chennai, India01-2011
High School -
Asan Memorial Higher Secondary School
Chennai, India01-2008
Skills
Incident response management
Akamai CDN management
Cloud technology implementation
Monitoring tools management
Network security management
Project Management
Process optimization expertise
Stakeholder management
Vendor coordination expertise
Client service delivery
Technical support
Strategic account oversight
Team leadership
Strategic leadership
Analytical problem solving
Data-driven performance assessment
Customer service excellence
Effective communication
Certification
07/2020 ITIL V4 AXELOS Global Best Practice GR671162937UK
AWARDS
02/2015 Unsung Hero Award Concentrix, 05/2021 Above & Beyond Award Winner Akamai Technologies, 09/2021 Gigabyte Award Akamai Technologies, 09/2021 Megabyte Award Akamai Technologies, 08/2022 Most Valuable Player Award Akamai Technologies, 09/2023 Most Valuable Player Award Akamai Technologies
Timeline
Sr. Support Delivery Manager
Akamai Technologies
05.2019 - Current
Sr. Prof Infrastructure management
Sutherland
06.2018 - 04.2019
Technical Lead
Sutherland
07.2015 - 05.2018
Senior Technical Support Engineer
Concentrix India
12.2013 - 07.2015
Technical Support Engineer
Dell
12.2011 - 06.2013
Data Science Certification Program -
Indian Institute of Management, Kozhikode
Bachelor's degree - Chennai
Hindustan University
High School -
Asan Memorial Higher Secondary School