Ramesh Damodaran Email & Phone Number

Bengaluru, Bharat

As a Cloud Support Manager with a proven track record in leading high-performing teams and delivering exceptional customer service, I oversee the technical support operations for both cloud-based and on-premise customers of iManage. My responsibilities include building and managing a skilled support team, from recruiting and onboarding new members to setting clear goals and holding team members accountable for high-quality resolution of customer issues. I coordinate closely with internal teams, ensuring that customer deployments are seamlessly executed and that ongoing communication with clients remains transparent and consistent.

Bengaluru Area, Bharat

As a Cloud Support Manager with a proven track record in leading high-performing teams and delivering exceptional customer service, I oversee the technical support operations for both cloud-based and on-premise customers across the APAC region. My responsibilities include building and managing a skilled support team, from recruiting and onboarding new members to setting clear goals and holding team members accountable for high-quality resolution of customer issues. I coordinate closely with internal teams, ensuring that customer deployments are seamlessly executed and that ongoing communication with clients remains transparent and consistent.I focus on delivering prompt and effective resolutions to escalated issues, driving customer satisfaction by aligning team objectives with client SLAs and tracking performance against these metrics. Additionally, I manage the documentation of recurring incidents and conduct thorough root cause analysis (RCA), providing actionable feedback to the development team to foster continuous improvement. By maintaining open communication channels with customers, I am able to understand their perspectives, anticipate needs, and consistently enhance their overall experience with our services.I also identify opportunities for process improvements, sharing these insights with internal teams to streamline operations and optimize support functions. My expertise extends to managing complex products where I ensure seamless service delivery and customer satisfaction. My day-to-day responsibilities encompass resource allocation, productivity tracking, generating SLA reports, and escalation management, all of which contribute to maintaining high service standards and driving operational excellence. My strategic approach and strong leadership skills enable me to foster a culture of continuous learning and improvement, ensuring that both team and customer needs are met with the highest standards.

Bengaluru Area, Bharat

Managed the Meridio Records Management product for APAC customers, ensuring seamless service delivery and technical support.Led a dedicated team supporting Worksite SDK for APAC clients, providing tailored solutions and addressing complex technical needs.Cultivated strong customer relationships to facilitate open communication, gain insights into customer perspectives, and continuously monitor satisfaction levels.Proactively identified and shared process improvement opportunities with internal teams, driving initiatives to enhance the overall customer experience and streamline support processes.

Bengaluru Area, Bharat

Built and nurtured a high-performing team by setting clear goals, delegating responsibilities, and holding team members accountable for delivering high-quality resolutions to customer incident tickets.Ensured prompt and effective resolution of customer escalations, consistently meeting or exceeding customer satisfaction expectations.Aligned team objectives with client SLAs, continuously tracking performance and providing corrective feedback, while coordinating additional training to enhance skills and service quality.

Established and built a high-performing team from the ground up to provide frontline support for Worksite MP, delivering comprehensive technical assistance to customers globally and ensuring exceptional service standards.

Cochin Area, Bharat

Provided expert assistance to customers in resolving operational issues related to operating systems and software, ensuring swift and effective solutions.Coordinated customer deployments closely with the Engineering team, ensuring seamless implementation and adherence to project timelines.Maintained regular communication with customers and internal teams to update on incident status, fostering transparency and customer trust.Documented recurring incidents, conducted root cause analysis (RCA), and delivered actionable feedback to the development team to drive continuous improvement and prevent future issues.

Cochin Area, Bharat

Delivered advanced training sessions to corporate clients of Asset International (a premium division of Aptech) on topics such as Microsoft network technologies, internet security, and e-commerce, ensuring high-quality knowledge transfer and client satisfaction.Served as a key member of the Technical Review Committee, evaluating and refining technical course content to maintain relevance and ensure industry-leading standards across various subjects.Led the setup of IT labs across multiple centers in Kerala, coordinating with vendors to procure software, applications, antivirus solutions, and other necessary tools, ensuring seamless integration and readiness of training facilities.

Cochin Area, Bharat

Conducted specialized training sessions focused on Microsoft network technologies, equipping team members and clients with advanced technical knowledge.Oversaw the setup and maintenance of IT Labs, including installation and upkeep of operating systems, antivirus software, and various applications, ensuring a secure and optimal learning environment.Managed IT asset reporting and procurement planning, maintaining accurate records of current assets while strategically planning purchases to meet the organization's evolving technological needs.