Vamsi Krishna S
Bengaluru
Summary
Dynamic leader with 19+ Years experience at Salesforce, Dell EMC and Wipro, driving operational excellence and performance monitoring. Proven track record in managing large teams and enhancing service delivery through effective training development and conflict resolution. Known for strong attention to detail, integrity, and accountability with proven success in leading Global Support Teams
Overview
19
19
years of professional experience
1
1
Certification
Work History
Manager, Technical Support Engineering - Service Cloud
Salesforce
Bengaluru
12.2022 - Current
- Resolved complex issues for high-profile clients through effective escalation management.
- Coordinated collaboration between L2 team and L3/Product engineering to expedite complex issue resolution.
- Tracked operational KPIs including CSAT, SLA, TTR, and productivity to ensure team performance alignment.
- Educated team on operational metrics relevant to responsibilities to ensure understanding and achievement.
- Conducted regular one-on-one meetings to identify coaching needs and enhance team performance.
- Identified knowledge gaps and implemented continual improvement initiatives through training programs.
- Maintained optimal staffing levels by tracking volume trends and participating in hiring processes.
- Managed team of 30, including 27 Signature Support Engineers and 3 Swarm Leads across Australia and India.
Manager 2, Enterprise Technical Support - Hyper Converged Infrastructure
Dell EMC - Part of DELL TECHNOLOGIES
Bengaluru
09.2020 - 12.2022
- Managed team of 45 employees across server and networking, VMware, and software-defined storage technologies.
- Guided L2 teams in implementing strategies to improve operational performance.
- Served as liaison between L1 team (outsourced to vendor) and L3/product engineering team to assist L1 teams with complex issues and report bugs and product enhancement requests.
- Working closely with supportability team for product enhancements and NPI.
- Owned processes for APJ region, implementing and rolling out updates for SMAC and CE.
- Hyper-converged infrastructure (HCI) is a software-defined IT infrastructure that virtualized all of the elements of conventional 'hardware-defined' systems. HCI includes, at a minimum, virtualized computing (a hypervisor), software-defined storage, and virtualized networking (software-defined networking).
Sr. Project Manager
Dell EMC - Part of DELL TECHNOLOGIES
Bengaluru
08.2019 - 09.2020
- Executed data migration, consolidation, and infrastructure upgrade project for Bank of Nova Scotia, enhancing data accessibility and operational efficiency.
- Orchestrated server migration and technology upgrades, driving data center transformation to support increased capacity and reliability.
- Managed scope, schedule, resources, expenses, budgeting, forecasting, quality control, and risk management.
- Collaborated with multiple vendors to achieve project milestones on schedule, ensuring alignment with strategic objectives.
- Oversaw solutioning and deployment projects for DELL EMC's enterprise customers.
- Delivered successful projects for clients including WestJet, Iron Mountain, and Corus Entertainment.
Project Manager
Wipro LTD.
Bengaluru
03.2018 - 07.2019
- Led team of over 100 direct and indirect reportees across multiple technology business units, fostering collaboration and alignment.
- Oversaw performance of Tower Leads, ensuring alignment with organizational objectives.
- Conducted budgeting, forecasting, expense reporting, risk management, and status reporting.
- Directed Playback and Roll-out processes including localization, testing, user acceptance, and client signoff.
- Coordinated with application development team (SAP) and Cloud Operations Center, ensuring optimal uptime through effective communication.
- Implemented cost-saving initiatives through transformation and task automation to enhance efficiency.
- Led weekly SIAM team meetings to review vendor performance and deliverables., conducting weekly reviews with vendors to assess deliverables and evaluate performance metrics.
- Facilitated seamless handoff from Build to Run as part of business-as-usual operations.
Operations Manager
Wipro LTD.
Bengaluru
03.2011 - 03.2018
- Led five teams of over 130 employees across multiple tracks to achieve operational goals.
- Oversaw budgeting, forecasting, expense reporting, risk management, and execution to ensure financial accuracy and compliance.
- Ensured operational KPIs, including CSAT, SLO, SLA, AHT, and productivity, were consistently met.
- Transformed delivery costs through task automation to minimize manual effort.
- Collaborated with clients to define and prioritize requirements for new workloads and change requests, enhancing service delivery.
- Participated as a member of CAB and process owner for MIM, delivering timely RCAs for major incidents.
- Established an application support team to deliver IT services on SFDC platform.
- Integrated customized tools into SFDC platform to enhance functionality.
Technical Support Engineer
WBPS, a division of Wipro LTD.
Hyderabad
07.2008 - 02.2010
- Managed voice support operations for North American customers, ensuring timely resolution of technical issues.
- Troubleshot and resolved desktop and laptop issues for HP end customers, enhancing user satisfaction.
- Handled inbound calls and pitched sales, contributing to overall customer engagement.
Technical Executive
Megana Solutions.
Hyderabad
09.2006 - 04.2008
- Facilitated recruitment within biotechnology sector at Megana Solutions, strengthening workforce capabilities.
- Coordinated training sessions on SAS software for diverse participant groups, enhancing software proficiency.
- Delivered career counseling services to individuals at the institute, guiding career development and job placement.
Education
BCA - Computer Applications
Sikkim Manipal University
Bengaluru10.2017
Skills
- Global leadership
- Operational excellence
- Performance monitoring
- Escalation management
- Project management
- Conflict resolution
- Training development
- Service delivery
Certification
• Salesforce Agentblazer Innovator (AI Certification)
• Salesforce Agentblazer Champion (AI Certification)
• Salesforce Ranger
• Salesforce AI Associate
• Information Storage Management V2
• EMC Certified Implementation Engineer - CLARiiON
• EMC Certified Storage Admin - CLARiiON
• EMC Certified Implementation Engineer - VNX
• EMC Certified Storage Admin - VNX
• ITIL V4
• Project Management Professional (PMP)
• Salesforce Agentblazer Champion (AI Certification)
• Salesforce Ranger
• Salesforce AI Associate
• Information Storage Management V2
• EMC Certified Implementation Engineer - CLARiiON
• EMC Certified Storage Admin - CLARiiON
• EMC Certified Implementation Engineer - VNX
• EMC Certified Storage Admin - VNX
• ITIL V4
• Project Management Professional (PMP)
Accomplishments
• Received GAME CHANGER award for leading the Global initiative for SMAC - VxRail Support for Q2 FY 22
• Featured in VP's quarterly performance broadcast for the initiatives taken under CSR activities on 'giving back to the society'
• Mater mind and Lead the team on an initiative named 'TechPod - We care, we share for the future we prepare'
• Improved the consolidated quality metrics of the team by 8% through Lean Project
• Received best turn around award for transitioning a team in PID
• Received 'Best Transformation' award for automation which saved 500+ Hrs of manned hours
• Received 'A Team' award for successful transitioning of Unity team
• Received best PM award for maintaining 40%+ margins on all the projects handled during 2020-21
• Featured in VP's quarterly performance broadcast for the initiatives taken under CSR activities on 'giving back to the society'
• Mater mind and Lead the team on an initiative named 'TechPod - We care, we share for the future we prepare'
• Improved the consolidated quality metrics of the team by 8% through Lean Project
• Received best turn around award for transitioning a team in PID
• Received 'Best Transformation' award for automation which saved 500+ Hrs of manned hours
• Received 'A Team' award for successful transitioning of Unity team
• Received best PM award for maintaining 40%+ margins on all the projects handled during 2020-21
Languages
- English
- Hindi
- Telugu
Hobbies and Interests
- Amateur Astronomy
- Travel Blogging
- CSR Activities
- Indoor Gardening
- Cooking
- Playing Badminton
Disclaimer
I Vamsi Krishna S, hereby declare that the information contained herein is true and correct to the best of my knowledge and belief.
Technology Knowledge
- Salesforce CRM
- Program and Project Management
- ITIL
- Cloud Computing
- DELL EMC Storage, Block and File based Storage Management
- Replication Technologies
- Storage Virtualization
- Performance troubleshooting and Optimization
- Basic Server Management
Personal Information
- Notice Period: 30 Days
- Title: Manager, Engineering Support - Service Cloud Signature Support
- Date of Birth: 04/08/84
Timeline
Manager, Technical Support Engineering - Service Cloud
Salesforce
12.2022 - Current
Manager 2, Enterprise Technical Support - Hyper Converged Infrastructure
Dell EMC - Part of DELL TECHNOLOGIES
09.2020 - 12.2022
Sr. Project Manager
Dell EMC - Part of DELL TECHNOLOGIES
08.2019 - 09.2020
Project Manager
Wipro LTD.
03.2018 - 07.2019
Operations Manager
Wipro LTD.
03.2011 - 03.2018
Technical Support Engineer
WBPS, a division of Wipro LTD.
07.2008 - 02.2010
Technical Executive
Megana Solutions.
09.2006 - 04.2008
BCA - Computer Applications
Sikkim Manipal University