Gomathi Shankar Email & Phone Number

Bengaluru, Ka, In

Bengaluru, Karnataka, India

Bengaluru, Karnataka, India

• Leading a team of Managers & Technical support experts across APAC• Responsible for Operational Excellence, Customer Experience & Service delivery, Employee Hiring, Retention & Growth, Team building & Strategic Process development.• Plan and execute Support strategy, direction, customer service programs and initiatives to improve customer satisfaction & experience.• Liaise with Managers & Staff at other departments (Sales, System Engineering, PLM, Dev & Sustenance Engineering, QA)… Show more • Leading a team of Managers & Technical support experts across APAC• Responsible for Operational Excellence, Customer Experience & Service delivery, Employee Hiring, Retention & Growth, Team building & Strategic Process development.• Plan and execute Support strategy, direction, customer service programs and initiatives to improve customer satisfaction & experience.• Liaise with Managers & Staff at other departments (Sales, System Engineering, PLM, Dev & Sustenance Engineering, QA) and work together for specific customers/ issues for retention, reference, or new deals that helps company growth & revenue.• Provide overall leadership guidance & support to Managers and Staff to achieve company & team goals and adhere to processes, procedures, and policies. Show less

Bengaluru, Karnataka, India

• Responsible for Premium Support & Service Delivery for Major (BullDog) Accounts in the region.• Manage a team of highly skilled & diverse Technical support experts across APAC• Define and drive improvements in products, premium support delivery methodologies, process development, Technical best practices, and partner enablement. • Collaborate with Sales, Account Managers & Customer Success Managers to ensure voice of the customer is represented to internal teams (PLM, Dev &… Show more • Responsible for Premium Support & Service Delivery for Major (BullDog) Accounts in the region.• Manage a team of highly skilled & diverse Technical support experts across APAC• Define and drive improvements in products, premium support delivery methodologies, process development, Technical best practices, and partner enablement. • Collaborate with Sales, Account Managers & Customer Success Managers to ensure voice of the customer is represented to internal teams (PLM, Dev & Sustenance Engineering, QA)• Meet and work with multiple level of members in customer organization to improve customer experience and for upselling opportunities• Responsible for Talent Hiring, Retention & Development and manage staffing based on premium customer engagement and for Business Continuity. Show less

Bengaluru, Karnataka, India

• Escalation Point of contact for Major (BullDog) accounts & L1/ L2 engineers.• Collaborate with Pre-sales/ SE team on Major projects and potential premium accounts, support them during PoC, design and deployment.• Represent TAC team in meetings with Dev, Sustenance engineering on reviewing Hot issues, Defects/ Bugs. • Participate in customer meetings/ QBRs along with Customer Success Managers and provide updates on the technical issues, Bug fixes, upcoming releases & new features… Show more • Escalation Point of contact for Major (BullDog) accounts & L1/ L2 engineers.• Collaborate with Pre-sales/ SE team on Major projects and potential premium accounts, support them during PoC, design and deployment.• Represent TAC team in meetings with Dev, Sustenance engineering on reviewing Hot issues, Defects/ Bugs. • Participate in customer meetings/ QBRs along with Customer Success Managers and provide updates on the technical issues, Bug fixes, upcoming releases & new features which can help their business. • Visit strategic customers to demonstrate Ruckus solutions and for debugging/ troubleshooting Critical issues. Visited various ISP customers like SingTel, Reliance, BSNL, Airtel, TTSL, Tikona to demonstrate/ explain Ruckus solution and work with them in design & deployment.• Create technical documents, best practice guides, also review and approve KB articles created by TAC engineers to publish on Ruckus Support portal. • Work with Support Managers in hiring Support engineers & setting up in-house Ruckus TAC team at Bangalore. Hired 30+ TAC engineers for Ruckus Support, conducted Technology, Product & Process training. On board and assist them with technical issues, case handling & act as Floor Supervisor.• Design & conducted various Training programs for Ruckus Partners, Sales/ System Engineers & Service Provider customers on both Technology and Products. Show less

Bengaluru, Karnataka, India

• Point of contact for all technical issues from Premium and Critical account customers. • Work with Field/ Sales team during PoC & deployment to assist them in technical/ product issues.• Perform case review for T1 & T2 engineers on regular basis to assist them technically on the cases to speed up the resolution and maintain healthy case backlog.• Responsible for validating TAC to engineering escalations and work with Dev & sustenance engineering teams on the bugs reported and… Show more • Point of contact for all technical issues from Premium and Critical account customers. • Work with Field/ Sales team during PoC & deployment to assist them in technical/ product issues.• Perform case review for T1 & T2 engineers on regular basis to assist them technically on the cases to speed up the resolution and maintain healthy case backlog.• Responsible for validating TAC to engineering escalations and work with Dev & sustenance engineering teams on the bugs reported and drive it for a fix.• Create KB articles, Best practice guides & Field notice on known issues. • Responsible for maintaining TAC Lab and assist TAC engineers in replicating customer issues in-house.• Test new features introduced by PLM/ Dev team along with QA and provide feedback.• Part of Meru’s Recruitment team. Perform technical evaluation & training on technology & product for new hires. Show less

Bengaluru, Karnataka, India

As Senior Technical support engineer my role was to handle escalations and train the team on wireless technologies and products

Chennai, Tamil Nadu, India

• Provide technical support for P1 cases and take escalated cases from L1 Engineers. • Be as a Mentor & Perform backlog review of L1 Engineers cases and assist them with next steps. • Perform technical evaluation for L1 Engineers and provide required technology/ product training.

Master Of Business Administration (Mba)

Bachelor'S Degree, Computer Science

Education record

Education record