Karthik Vishwanathan Email & Phone Number

Bengaluru, Ka, In

Bengaluru, Karnataka, India

Director Support Operations

Bengaluru, Karnataka, India

 Spearheaded a team of 70+ individuals, comprising Managers, Technical Support Engineers, and Technical Leads. Optimized support delivery for Signature Support, Digital Engagement, and High Complexity Technical Support for Premier & Signature Customers. Facilitated coordination with Product Engineering & Support Engineering Operations teams for issue resolution, product feedback, and training. Established a robust Support Structure characterized by a multi-skilled workforce and a tier-less model, significantly enhancing efficiency and customer satisfaction.  Accomplished successful rollout of the comprehensive Support Strategy for Service Cloud AMER Support. Attained completion of the Go-Live phase, which included thorough training sessions for Multiple New products. Successfully initiated a New Global Product Engineering-Support Collaboration & Enablement Program.

Bangalore

Responsible for Global Technical Support Managed Services.• Global Lead – Technical Support Service & Managed Services• Managing SD-WAN Network Product support for Enterprise customers.• Manage Global team of Managers, Technical Support Engineers & Leads.• Manage 24x7 Technical Support & Managed Services operations – SD-WAN Network Product.• Ensure compliance of support processes.• Set up key metrics and objectives for the support organization.• Ensure customer support issues are tracked and resolved satisfactorily and in a timely manner.• Collaborate with Product Engineering & Support Engineering Ops teams for Issue resolution, Product feedback & Training.• Provide constant updates and feedback to the development, QA and release engineering teams on how to improve product usability, ease of installation and use.• Interact with customers and product management regarding application features and functionality.

Bengaluru Area, India

 Group Lead for APAC support – Web Security Product. Manage team of Support Engineers & Leads of Network Security Products. Manage 24x7 Technical Support operations for – Firewall, IPS, SIEM, Web Gateway & Mail Gateway Security support teams

Bangalore

 EMC Product Support - Global Support Services Partner Manager - Managed outsourced Partner Wipro for EMC Unified Storage Division. Managing a Span of ~200 including Support Engineers, TL’s, PM’s & SDM.

Pune Area, India

Group Manager - Client Infrastructure (Contract - TPC)Managing 24/7 support services towards managing IT Operations, Messaging (Lotus Dominos), Asset management, IT Logistics, Global Service Desk, Global Remote Infra Support Group as part of the Global Client Infrastructure Team (L1, L2(RIM) & Messaging), Citrix Support, Active Directory, PDA Support with LogMeIn, AC/VC Support,Telephony(Cisco) Support, VMware Support, Laptop/Desktop Support, VPN Support Partner Management, Liaison with STPI/SEZ agents

Pune Area, India

Managing Amdocs Product Support & IT Operations. Providing first level support & coordinating with the IT teams in various locations worldwide. Overseeing the Service desk& SW Logistics Management that includes support in the areas of PC / NT,Telephony & Communication, UNIX, DBA & IT Logistics. Actively involved in Annual Operations Plan (AOP) and budgeting

Navi Mumbai / Pondicherry