Yogendrah Vir
Product And Technical Support Leader
Bangalore
Summary
Dedicated Leader of Product and Technical Support with 17+ years of experience in the Information Technology and Support Industry. Certified COPC Implementation Leader skilled in resolving critical problem areas and exceeding customer expectations. Proven track record of delivering exceptional services while upholding stringent service standards and ensuring quality outcomes.
Overview
21
21
years of professional experience
6
6
years of post-secondary education
5
5
Certifications
Work History
Manager APAC, Product and Technical
Sabre Corporation
Bengaluru
2017.06 - Current
- Managed a team of 2 Supervisors, 2 Technical Leads, and 35+ team members, fostering their professional growth and development
- Implemented performance management program, resulting in measurable KPI improvements for CSAT, ASA, FCR, Handle Time, and Resolution time
- Achieved 30% reduction in Handle time while maintaining high CSAT scores
- Led crucial initiatives including Salesforce CRM implementation, Customer portal adoption, and Internal Social Media channel
- Enhanced knowledge article adoption rate from 30% to 70% within 6 months, reducing 2nd level escalations
- Leveraged internal data analytics tools to drive continuous improvement programs and increase efficiencies in 24x7 Support
- Coached and mentored team members, resulting in two Supervisors advancing to next-level roles within 5 years
- Received "Effective" Rating in the Leadership Quality Index survey
- Actively participated in Hiring, Check-ins, local site initiatives, workforce planning, and employee engagement activities
- Engaged in customer visits, sales meetings, and critical escalation management, including Incident Management
- Served as the APAC Point of Contact for Global Support teams.
Manager
Dell EMC
Bengaluru
2016.06 - 2016.11
- Managed Backup and Storage Support for US based client
- Covered service delivery, People management and reporting activities to meet contractual agreements.
- Managed service delivery Targets along with team's performance reviews
- Identified process improvements via collective team engagement
- Reduced backlog to less than 5% on day-to-day basis.
- Cross-trained existing employees on different storage technologies like Veritas NetBackup, EMC Legato Networker and IBM Tivoli to maximize team agility and performance.
- Accomplished multiple tasks within established timeframes.
Sabbatical
NA
Bengaluru
2015.07 - 2016.06
- Sabbatical
- Took paternity break from career to spend time with newborn child
- Volunteered as a Career Development Facilitator with Dheya Careers
- Conducted psychometric tests for school kids and helped them choose career matching their personality, strengths, family background and finances.
Customer Care Manager
Adobe
Bengaluru
2014.06 - 2015.07
- Managed product support team, supporting Adobe Creative Cloud Suite installation, troubleshooting, Licensing and product activation
- Supervised daily operations and Support functions to maximize customer satisfaction, and employee productivity.
- Engaged in Change Management, Audit Compliance, Process Quality, and Coaching
- Handled KPIs such as CSAT, ASA, FCR, Productivity, reporting and Performance reviews.
Enterprise Support Manager
Symantec
Pune
2012.07 - 2014.06
- Managed team of 20+ Support engineers supporting Backup and recovery for Enterprise customers on MS Windows and Unix platforms
- Transitioned and setup of Appliance Storage support team in India
- Setup various process such as escalations management, sales engagements, Skill Matrix, and salesforce CRM adoption
- Supported Engineering teams with new release testing and Patch/Fix.
Associate Manager
Symantec
Pune
2011.01 - 2012.06
- Workforce Management tool Implementation
- Trained, Established, and supervised Incident Duty Manager Team
- Handled Critical Situation Manager Role for APAC
- Queue, SLA, Backlog & Escalations Management
- Weekly Metrics Reporting & gap analysis with Support Director
- Conducted weekly escalated case review calls for high priority issues and top$ clients
- Increased same day resolution rate to 80%.
Supervisor
Symantec
Pune
2008.01 - 2011.01
- Reduced backlog to 0%
- Queue and SLA Management.
Technical Support Engineer
Symantec
Pune
2005.07 - 2008.01
Windows Technical Support officer
Convergys
Gurgaon
2003.12 - 2005.06
Customer Care Executive
Reliance Communications
Bhopal
2003.03 - 2003.11
Trainee Manager
McDonald's
Mumbai
2002.07 - 2003.02
Education
Bachelor of Commerce - Commerce
Barkatullah Vishwavidyalaya
2000.06 - 2003.05
Diploma - Hospitality Management
IHMCTAN
Bhopal 1999.06 - 2002.05
Skills
Customer FocusVery Strong Communication skillsProblem Solving and Analytical skillsStrategic thinking
Technical Proficiency
Certification
Certified COPC Implementation Leader
Timeline
Manager APAC, Product and Technical
Sabre Corporation
2017.06 - Current
Manager
Dell EMC
2016.06 - 2016.11
Sabbatical
NA
2015.07 - 2016.06
Customer Care Manager
Adobe
2014.06 - 2015.07
Enterprise Support Manager
Symantec
2012.07 - 2014.06
Associate Manager
Symantec
2011.01 - 2012.06
Supervisor
Symantec
2008.01 - 2011.01
Technical Support Engineer
Symantec
2005.07 - 2008.01
Windows Technical Support officer
Convergys
2003.12 - 2005.06
Customer Care Executive
Reliance Communications
2003.03 - 2003.11
Trainee Manager
McDonald's
2002.07 - 2003.02
Bachelor of Commerce - Commerce
Barkatullah Vishwavidyalaya
2000.06 - 2003.05
Diploma - Hospitality Management
IHMCTAN
1999.06 - 2002.05