Strategic leadership of global support operations, driving customer satisfaction and loyalty.Optimize support processes and workflows to enhance efficiency and effectiveness.Foster a collaborative team culture, promoting knowledge sharing and professional growth.Build strong relationships with customers, partners, and internal stakeholders.Analyze support metrics to identify improvement opportunities and implement targeted solutions.Provide guidance and mentorship to develop high-performing support team.

• Led high-performing support team, ensuring exceptional customer service and satisfaction.• Developed and implemented support strategies aligned with company goals, driving positive customer experiences.• Improved efficiency with effective support processes like incident and problem management, enhancing resolution time.• Collaborated cross-functionally to advocate for customer needs, driving product enhancements and resolving escalations.• Mentored and coached team members, fostering growth and promoting a collaborative work environment.• Managed critical incidents, ensuring timely resolution and effective communication.• Prepared support performance reports, providing insights to senior management.• Built strong customer relationships, increasing loyalty and retention.• Optimized support operations within budget, meeting service level agreements.

• Managed a Commerce Cloud - Signature/Premier Priority and Proactive Services teams to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time• People Management: Hiring, mentoring and coaching of Engineers. Setting up KPIs, Performance reviews. Building career growth maps, and individual development plans. Driving retention strategies. Onboarded new joiners as their Trailbuddy. Recorded the highest Employee survey scores throughout the stint.• Operations Management: Aligning support operations to meet and exceed performance goals, achieving CSAT, Utilization and SLA goals, building customer focused support culture, representing business unit in various forums, participating in monthly and quarterly business reviews, cross functional collaboration with dev, sales, staffing and admin teams. Managed critical customer escalations and Sev1/0 situations effectively and ensured smooth handling of Signature accounts and tracking their priorities and issue resolution.• Process Management: Spearheaded continuous improvement of technical support tools and processes.

Manage Advanced Threat Support Team working in IBM Security Division for QRadar SIEM productExperience in managing and exceeding Support KPI’s and critical Technical Support Metrics - CSAT (NPS), Time to Resolution (TTR), Backlogs etc.Provide superior technical support and service to the IBM customer base (worldwide)Develop and implement practices that measure the effectiveness and performance of the Technical Support FunctionProvide regular reports for management that measure the Quality of technical support service to the customerMonitor, coach, set performance goals, and motivate Support teamSet team goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goalsComplete timely and meaningful performance reviews and development plans for direct reportsManage key processes including case reviews, and customer feedback analysis. Develop and maintain Support procedures and policiesDemonstrated strong work ethic and advanced time management and organizational skillsAbility to manage conflict situations constructively

Lead team of Technical Support Engineers providing remote technical support for Netezza Appliances worldwide.Responsible for recruiting, reviewing performance, reviewing metrics, dealing with internal and external escalations, coaching, innovative leadership, providing direction, coaching and mentoring.Collaborate with other teams to drive process and product improvements as well as ensuring resource scheduling is optimum.Provide Level 2 Remote Technical Support to worldwide customers running Netezza Appliance Servers in a 24/7 follow the sun support model.Collaborate with engineering team to drive improvements as well as simplify the diagnostic troubleshooting processes.Create Knowledge Base articles to ensure knowledge re-use and faster problem determination leading to quicker problem resolution

Monitor and own the responsibility of incoming service requests & incidents for WW customer using IBM PureData System for Analytics productEffectively assess technical situations and establish case priority/severity in accordance with their service level agreementWork on resolving cases based on Linux and Networking skillsetExperience on IBM hardware : Blade Servers, Gig Switches, SAS Switches, Disk Enclosures, Chassis, Advanced Management modules.

Worked as Level 2 Infrastructure Engineer on Linux Servers and NetworkingHave participated in setting up the infrastructure for ISMS certificationConfiguring Linux/Unix systems, including performance tuning and system administrationLinux server configuration for protocols and services : mail relay, dns, apache, proxyTroubleshooting and fixing networking issues : nmap, openvpn, ipsec, switches, router, iptablesAdministration and Configuration of Asterisk servers (VOIP) : SIP, IAX, GoAutoDial, Vicibox

Assess and perform Linux systems utilization and headroom reports to assist in troubleshooting and performance tuningInstalling, configuring, and managing network switches, load balancers, console servers, and other network devicesPerform 24x7 on call duties on a rotation basis with the other system administrators as part of incident managementLinux User administration, System/Network, monitoring, security and troubleshooting.