Varun Sonie

As a Senior Manager:

• Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives. Implemented and developed operational standards, policies and procedures. Produced staffing matrix to provide adequate coverage of department.
• Led cross-functional teams to achieve project milestones and deliver high-quality results.
• Conducted performance evaluations,compensations and hiring to maintain appropriate staffing requirements. Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
• Implemented productivity benchmarks across
  departments to maximize company revenue. Evaluating hiring, productivity, and promotions requests.

April '25 to present - EMEA Leader (Critical Situations) - Critical Accounts Program

• Strategic Leadership: Providing leadership, coaching, defines strategy, accountability, and empowering teams, acting as a change agent to help the team settle in the journey of effective Resolution Ownership.
• Influential Communication: Developing and delivering clear messaging for diverse audiences, including executives to ensure clear and latest communication is passed on to all stakeholders.
• Operational Excellence: Leading the EMEA Critical Situations team to execute operational excellence, driving global consistency, and removing barriers with critical thinking, collaboration & Kepner Tregoe methodologies.
• Organizational Development: Leads and develops multiple teams (managers and individual contributors) with a focus on personal development and succession planning.
• Data-Driven Decision Making: Leveraging complex data analysis to predict trends, identifying systemic issues, and driving continuous improvement.

May '23 to March '25 - Multi-Tech Pillar (RHEL India)

• Leader of product support teams supporting enterprise customer issues for their Networking and Identity Management Solutions.
• Multi-Skilled team supporting our customers on every issue with their Red Hat Linux environments via a solutions mindset approach reducing customer response time by ~20%.
• Infusing support perspective in product improvement and automation, resulting in a 25% improvement in issue resolution efficiency across the pillar.

June'22 to Apr'23 - Management & Automation,

• Lead Management and Automation Pillar,steering team to deliver 24x7 support for Ansible,Insights, Red Hat Advanced Cluster Management for Kubernetes, CloudForms and Red Hat Satellite products for enterprise customers over globe.
• Administering end-user support services, setting up standard processes, monitoring & tracking project risks, and collaborating with cross-functional teams.

• Leading a team of Associate Managers, Support Operation leads, front line engineers, and SMEs in delivering world-class support to customers on various SaaS and on-premise Red Hat Products
• Contributing to transitioning India as the Global Support Delivery center and driving initiatives to increase cross-team collaboration and customer success.
• Maintained professional, organized, and safe environment for employees and new joiners.
• Onboarded new employees with training and new hire documentation.
• Accomplished multiple tasks within established timeframes.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
• Cross-trained existing employees to maximize team agility and performance.
• Developed and implemented business strategies to achieve business goals and stay competitive.
• Managed and motivated employees to be productive and engaged in work.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
• Managed customer contact center with [Number] support representatives

• Managing and leading a technical support team in a 24x7 environment, providing resolution on queries and issues raised on Red Hat products
• Handling escalations, managing global collaboration, and ensuring product experience and efficiency.
• Coordinated resources from stakeholders and mapped out project deliverables.
• Remedied issues and conflicts among workers using negotiation and active listening.
• Created employee schedules to align coverage with forecasted demands.
• Mentored team members to enhance professional development and accountability in workplace.
• Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.

• Managing technical and functional queries, handling escalations, stakeholder management, project support readiness, and leading a team in providing support for storage and backup infrastructure solutions.
• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
• Set, enforced, and optimized internal policies to maintain responsiveness to demands.
• Introduced new methods, practices, and systems to reduce turnaround time.
• Led hiring, onboarding and training of new hires to fulfill business requirements.

• Supporting projects and resolving queries and issues for multiple customers, stakeholder management, project support readiness, and leading a team in providing support for storage and backup solutions.
• Developed proposals for clients outlining project scope and timeline.
• Evaluated existing procedures and made proactive adjustments to meet changing demands.
• Provided leadership support and troubleshooting to internal and external clients.

• Working as an individual contributor in technical support for various backup and storage products, providing resolution on queries and issues, and supporting customers.
• Implemented innovative solutions to address business challenges, driving improvements in overall operations.
• Strengthened client relationships with exceptional communication skills and a focus on customer satisfaction.