Leading a distributed team in APJ region comprising of L2 & L3 Customer Support engineers providing quality support to our Enterprise Software customers in Security Product Group (ArcSight, Fortify, Voltage & IAM (NetIQ)).Responsibilities included providing L3 support on escalations, partner engineer elevations and Dedicated account support.Consistently deliver Customer Satisfaction and quality supportExpertise in working with cross-functional teams (CPE, R&D, Sales & Customer Success teams) to improve product functionality and resolve complex technical issues.Collaborate with R&D teams for Defect prioritization and Assisted CPE Product supportabilityDeep experience in driving top account escalations in the regionDriving weekly and monthly backlog review meetings on Customer Support and R&D tickets and prioritize, speedup the resolutions to reduce the DTRDefined key business process improvements around resource optimization for slated customer KPIs.Liaise with TAMs, ESMs, CSMs and the customers themselves to optimize the stability of their respective Micro Focus Software products.Continuous team/engineer development through Mentorship plans, Technology training & certifications and more.People Management: This is a major component of my management role and encompasses a wide variety of short- and long-term people development and performance management tasks, both with individuals and with teams. Attrition & Retention planning.Operation Management: This covers all activities which ensure that a group provides service to meet the needs of its customers.Business Management: This encompasses all activities relating to planning, monitoring business performance.

Provide Level 3 support for break-fix issues on software applications in archiving technologies (Data Protector, Integrated Archive Platform & Medical Archiving Solution), Infrastructure Monitoring (Operations Manager) and SIEM (ArcSight ESM, Logger, Event Broker, Investigate, ArcMC and Smart Connectors)Provide PREMIER deliveries to both onsite and remote customers.Conduct weekly SCRUM calls both with the local and global team to discuss and assist them on the product issues.Deliver Knowledge sharing sessions and product training to the frontline engineers and partner in APJ region.Collaborate with the product development team and participate in the Early Product Release to improve the quality and stability of the product.Participate in customer escalation meetings with sales and escalation management. Acting as a SPOC in the APJ Region for the selective product portfolio.Working and Collaborating with CPE team with regard to product defects.

Remote Support for Data archiving solutions (ARCserve Backup) in platforms like Netware 4. x and Linux to customers in the US region.Handling support escalations, coaching mentees, shadowing supervisors

Providing onsite support to end users like Radiologist and Sonologist on Medical Imaging software solutions at Hospitals and Diagnostic Centres. Implementation of Hardware, Medical Imaging application and integrating with Diagnostic equipment like ultrasound, CT & MRIs.

Taking care of the infrastructure and providing onsite support to the chain of stores connected via MAN network through pizza management solution, a client-server model.

Marketing of Computer Peripherals and providing onsite Support & servicing.

Implementation of Textile inventory management software, migration of manual process to computerized inventory management and billing solution including barcoding