Vishnu Prabhu
Senior Manager
Bengaluru,Karnataka
Summary
Proactive and meticulous Senior Leader with over 25 years of experience in Technical Support industry. Proficiencies in new teams ramp up, 24*7 Operations management, Budget oversight, Employee retention and Escalation Management. Customer-oriented team player with expertise generating optimal satisfaction levels while building profits through cross team collaboration.
Overview
2026
2026
years of professional experience
Work History
Senior Manager
OpenText
Bengaluru
01.2023 - 01.2026
- Global Technical Support for Enterprise Content Management – Documentum and OpenText Capture Products
- Leadership and Team Management – Staffing Training, Talent Retention, Performance Management, Global Collaboration
- Customer Success and Advocacy – Customer Satisfaction and NPS, Escalations Management, Customer Executive level Customer Advocacy
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Demonstrated exceptional adaptability in navigating complex situations or rapidly changing environments with ease
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
- Led strategic planning sessions to align departmental goals with overall company vision, fostering cohesive growth strategy.
- Consistently met or exceeded annual performance targets set by senior leadership.
Senior Manager
VMware
01.2015 - 01.2021
- Managed 24*7 Operations for Workspace ONE Mobility Tech Support
- Managed HR processes including Hiring, Performance Evaluation, Employee Retention, Compensation (Reporting Matrix of 130+ members)
- Employee Engagement - Career Guidance, Skill development
- Implemented and developed operational standards, policies and procedures.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
- Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit (R&D, Pre-sales, and Services Leadership)
- Managed budgets effectively, achieving financial objectives while maintaining strict control over expenditures.
- Achieved operational excellence by streamlining processes and implementing best practices.
- Spearheaded change management efforts for seamless adoption of new systems or processes among employees.
Technical Support Manager
VMware
01.2011 - 01.2015
Resolution Specialist Manager
Dell International Services
2009 - 2011
Education
MBA - Human Resources Management
Symbiosis Centre For Distance Learning
Pune 04.2001 -
BBA - Business Administration
Annamalai University
Chidambaram, India 04.2001 -
Skills
Operations planning for 24*7 Customer Engagement
Data-driven decision making for Customer Engagement
Budget administration ( Asset procurements, RnR, Customer Engagement travel, Shift Allowances, Merit Cycle decisions etc)
Business development (Ramping up new teams for customer support)
Employee Engagement (Career Planning, Retention, Compensation decisions, Talent Pyramid management)
Global Collaboration ( Unified Rewards Systems, Business Continuity Planning, Language Support coordination)
Accomplishments
- Supervised team of 130+ staff members (24*7 Operations across 6 global regions, including Basic Entitlement and Premium Services)
- Achieved 100% Technical Cross Training by completing Individual Development Plan with accuracy and efficiency
- Collaborated with internal company Organizations (Professional Services, R&D, Customer Service) in Key Accounts Management with high value prospects
- Ensured 100% Regular compliance on AI implementation learning through Company offered Learn paths
- Achieved improvement by introducing AI tools for technical troubleshooting (Time to Resolve improvement using OTHello)
- Achieved improvement by introducing AI tools for effective Knowledge Base Articles (Improved standard quality with reduction in time taken to create Article using OTHello)
- Author of many Leadership Themed Articles published in LinkedIn Blogs
Timeline
Senior Manager
OpenText
01.2023 - 01.2026
Senior Manager
VMware
01.2015 - 01.2021
Technical Support Manager
VMware
01.2011 - 01.2015
MBA - Human Resources Management
Symbiosis Centre For Distance Learning
04.2001 -
BBA - Business Administration
Annamalai University
04.2001 -
Resolution Specialist Manager
Dell International Services
2009 - 2011