Hi, I’m
Vikram Basavaraj
Senior Manager - Enterprise Product Support
Bangalore
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
22
years of professional experience
3
years of post-secondary education
Work History
McAfee-TrellixBangalore
Senior Manager
11.2017 - Current
Job overview
- Responsible for multiple support teams, processes and Support offers for Trellix products supported in APAC region
- Provide superior technical support and service to Trellix customer base
- Interface with field, sales and CSM organizations and directly with customer base on critical escalations and call resolution
- Manage and develop support teams, including hiring, promotions, appraisals, professional development and proactive project work
- Design, develop, and implement processes, systems, and technology to support and enhance technical support function, including workflow and incident management
- Develop and implement practices that measure effectiveness and performance of Technical Support Function
- Lead and/or being involved in Global Strategic Initiatives and at Bangalore level. Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Interface with Engineering team to implement formal feedback mechanisms for incidents, causes, and resolutions
- Extensive contribution towards staffing, product matrix, coverage and strategies to maximize business success.
CitrixBangalore
Senior Manager
08.2015 - 11.2016
Job overview
- Managed 70 member team and responsible for multiple support teams, processes and Support offers for all Citrix products supported in all geo
- Track, monitor and regularly report on department operations
- Build technical relationships with strategic partners and enterprise customers
- Develop action plan and implements checks and balances to conduct, review, and respond to customer satisfaction surveys across Management team
- Help prepare action plan to address identified issues
- In event of critical situation, act as single point of contact for Citrix Engineering, Support and Sales Upper management across multiple product families
- Interact with internal and external senior management and keeps key groups up to date across organization
- Interact with regional and corporate management within and across departments on matters between impacting customers and company
- Directly intervene to help diffuse hostile environments, whether locally or at customer sites as needed
- Establish key service level benchmarks and initiate appropriate reporting and measurement methods to assess departmental and individual performance for executing Citrix strategy
- Develop and participate in culture where employees are highly motivated, energetic, excited and enthusiastic working for company
- Work with HR and senior management to execute measurement, reward/recognition and compensation plans for group that are competitive, motivating, aligned with Company’s value proposition, vision and strategy and within budget guidelines
- Participate in development of business goals and budget directly related to workforce planning and organizational design
- Conduct interviews, hire new managers and provide coaching and guidance during ramp up period
- Communicate business goals to employees and ensure that their individual development and performance goals align; conducts employee performance reviews
- Address performance issues and provides ongoing and corrective feedback in timely and constructive manner
- Defines business goals and ensure managers organize workforce scheduling to meet business needs
- Coach staff to resolve complex or out of policy operation problems; remove barriers and drive process improvements
- Train and coach managers in communication and conflict resolution; employ team intervention methods where appropriate.
EMCBangalore
Manager
07.2009 - 08.2015
Job overview
- Wipro EMC Project
- Responsible for group of 500+ Wipro contractors working on EMC project for Customer Service delivery, involves product teams such as Symmetrix, Clariion, Celerra, Centera, eRoom, SourceOne, EDL, Kazeon located in Bangalore and CST team located in Pune
- Responsible for overall Customer service delivery from Wipro
- KPI and Escalation Management and corrections to improve service
- Action planning for continuous improvement
- Interlock with Global Leads in each product space
- Regular Global calls and drive discussions to address concerns and issues
- Best practice sharing between different groups
- Process review and correction
- Technical upskilling with help of EMC expertize
- Monthly and Quarterly Business review with Global stakeholders
- Completed Leadership EDGE Certification program with IIMB.
i2 TechnologiesBangalore
Manager
12.2007 - 07.2008
Job overview
- Worked with i2 technologies on Lenovo project to find out gaps in processes and any people issues that arise, on various technologies such as server, windows, Java, eServices and .Net technologies
- Role involved interacting with employees and catering to their needs and addressing their concerns, also based on technology requirement take care of hiring decisions.
- Responsible for compliance of project and project deliverables
- Responsible for coming out with new processes such as EWHS (Employee Work Health Evaluation Sheet) which captures any issues that employees want clarity on monthly basis which is reviewed monthly with each employee
- Responsible for starting IDLP (Individual Development & Learning Plan) to basically identify training needs and to fill in training gaps.
DellBangalore
Tech Support Team Manager
08.2001 - 11.2007
Job overview
- Managed team of 12 for US Consumer Tech support XPS queue (Premier Customers)
- Managing attendance, driving to minimize outages and attrition, meet or exceed metrics set by business
- Managing daily operations such as logins/logout with breaks & monitoring through Avaya (queue monitor)
- Responsible for career growth, providing career path for each employee after mapping their needs and skillsets
- One to One meetings with each employee with Technical assessment to identify training needs
- Handling escalations and doing heat checks for each call to improve on customer satisfaction.
Dell Financial ServicesBangalore
Business Controls Analyst, Supervisor / Manager
01.2004 - 01.2005
Job overview
- Worked with DFS commercial processes & transition to Bangalore, high-end corporate accounts
- Three processes namely Operations co-ordinators, Account maintenance & End of Lease teams together form Leasing business of DFS
- Involved in Control Self Assessments for Business owners which certifies Sarbanes Oxley (SOX) act of 2002
- Quarterly certification by executing Management Rep Letters (as per SOX section 302) on all levels of business as for: CA/, , Director / Sr Director, Segment VP
- Job involves auditing, enforcing & fine tuning Policy & procedures being followed by US team to be relevant for Bangalore team
- Business Controls provide Support to Business during creation of BPI projects, Charters and/or any type of improvements to ensure controls are in place
- Business Continuity Plan (Disaster Recovery Plan) is updated Quarterly
- Provide updates for Management Reports, Business Reviews, etc
- Assist operations in hiring, training on new policy and procedures.
Education
Mysore University, JSS College, Mysore, Karnataka
Bachelor of Science from Computer Science
04.1996 - 04.1999
Skills
Cross-functional collaboration
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Timeline
Senior Manager
McAfee-Trellix
11.2017 - Current
Senior Manager
Citrix
08.2015 - 11.2016
Manager
EMC
07.2009 - 08.2015
Manager
i2 Technologies
12.2007 - 07.2008
Business Controls Analyst, Supervisor / Manager
Dell Financial Services
01.2004 - 01.2005
Tech Support Team Manager
Dell
08.2001 - 11.2007
Mysore University, JSS College
Bachelor of Science from Computer Science
04.1996 - 04.1999
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