Managing Hitachi Managed Services clients.• Managing multiple projects, managing task & deliverables for development team following Unified Framework (Hitachi version of Agile implementation).• Mentoring Development team to help build vision that facilitates organization growth• Working with various LOB leads to provide One Hitachi experience for Clients.• Designed, developed, and delivered business critical projects.• Leading teams in a rapidly changing environment including performance management, coaching for development, and resource assignment.• Technical Project and Resource Management. Collaborate with multiple Project Teams and Team members globally.• Lead and manage project scope implementation, time management, project delivery.• Working with Offshore team to manage workload between multiple teams.• Responsible for CSAT.

Supervise Support Managers who in turn supervise the team Support Engineers in providing expert guidance and technical support to customers in implementing, upgrading and customizing Hitachi Solutions Ecommerce solutions for customers, providing quality support post go-live process. Direct these personnel in providing product support and resolving issues experienced as these solutions are implemented, and will oversee training sessions and preparation of training documents for regularly scheduled training programs. Improve client renewal/retention rate by systematically evaluating processes and aligning protocols to achieve measurable gains in customer satisfaction.Generate new revenue through an initiative focused on up-selling and crossing services, upgrades, and specialized change orders.Planning and management of direct-report offshore Support team teams located in the Philippines and India.Improve Service Response Time by comprehensively analyzing processes, streamlining workflows, and improving utilization of advanced tools.Maintain outstanding relationships with large, enterprise-level Ecommerce clients.Achieve client satisfaction levels by deploying a client-focused initiative that trained staff to provide highly attentive services.Implement selective hiring practices to build quality teams while continuously improving each individual’s skill-set by analyzing strengths, aligning tasks with talents, and working with diverse teams to improve inclusion and team work.Identify employee strengths and motivators to align responsibilities with employee talents and create synergistic improvements in overall performance.Create strong teams by empowering individuals with positive and constructive quarterly performance reviews, action plans, and guidance with long-term professional growthImprove employee engagement, retention, and productivity by leveraging cultural sensitivity and culture-specific management tactics

Support active customers on Ignify eCommerce Software support plan.Engage customers and create change requests for them with supporting Statements of Work.Interact with clients through conference calls. Respond to customers over emails with precise details of a resolution. Understand customer escalations and manage them.Reduce escalations through pro - active communication and collaboration. Work with teams across multiple locations to achieve team goals.Ensure high support renewal rate from existing support customers.Responsible for supervising Support Technical Analysts – eCommerce for Ignify’s Tier 1 and Tier 2 support teams.Critical support escalations come to the support manager if the Tier 1 and Tier 2 teams are not able to fix the issues and the Support manager coordinates with the Ignify eCommerce product team to get the issue resolved. Responsible for training new team members on Ignify eCommerce and ensuring that Support Technical Analysts complete the repairs required by Ignify clients. Responsible for reviewing the types of issues that arise and summarizing it in a report for number of issues resolved by Support Technical Analyst in order to be able to review team performance.

Provided team leadership, managed a team of three Engineers responsible for assisting clients with root cause analysis, troubleshooting to improve the performance and reliability of Ignify ecommerce platform.Provided oversight and guidance to subordinate employees as they provide as they provide product support to US based customers.Prepared knowledge base, training documents and conduct training sessions at Ignify university, our regularly scheduled internal training program.Reduced escalations through directing support engineers within the team to engage in pro-active communication and collaboration with the clients.Responsible for the team providing product support for assigned projects. Improved client satisfaction and associated metrics by leveraging a detailed analysis of insight survey data and leading the team to refine existing modules and develop new module solutions to that achieved client needs.Leveraged leadership skills and advanced team coordination strategies to unify multiple department leaders, promote positive work environments, and improve module and overall platform performance

Provided team leadership, managed a team of three Engineers responsible for assisting clients with root cause analysis, troubleshooting to improve the performance and reliability of Ignify ecommerce platform.Provided oversight and guidance to subordinate employees as they provide as they provide product support to US based customers.Prepared knowledge base, training documents and conduct training sessions at Ignify university, our regularly scheduled internal training program.Reduced escalations through directing support engineers within the team to engage in pro-active communication and collaboration with the clients.Responsible for the team providing product support for assigned projects. Improved client satisfaction and associated metrics by leveraging a detailed analysis of insight survey data and leading the team to refine existing modules and develop new module solutions to that achieved client needs.Leveraged leadership skills and advanced team coordination strategies to unify multiple department leaders, promote positive work environments, and improve module and overall platform performance