Sunil Virmani Email & Phone Number

Noida, Up, In

Greater Delhi Area

Persistent marketplace: Managing Alliances, partnerships & ecosystem for Persistent marketplace platform. Responsibilities include: • Partner alignment and discovery• Partner onboarding & health check• Timely reporting of plan and status to all stakeholders and representing alliance group in every forum• Drive revenue generation through transaction on platform.• Work closely with product management & engineering teams to drive improvements to the platformAlliances & Partnership:• Drive existing global partnerships of business• Drive new global partnerships with business plan and revenue target• Work closely with sales & presales teams to maximize business via partnership• Drive active engagement for existing and new partners across products and regions

Greater Delhi Area

Pursued entrepreneurial ambition & setup own 32 - seater computer hardware & networking training center from ground up in Delhi NCR. Won trophy for highest revenue (collection) growth in 2018 among 80+ pan India centers. Sold business as a going concern to franchisor. Evangelist to a food startup providing end-to-end advice & consulting in finance & IT.

Chennai, Tamil Nadu

Led service delivery, P&L ownership, client relationship management & end-to-end ownership for global support center of a leading networking gear maker. The program provided 24/7, multi-lingual L0, L1 & L2 support for products such as Ethernet switches, WLAN Controllers, access points and software, core & edge routers, FW, SSL & VPN solutions. Team comprised over 400 highly skilled FTEs, 4 Directors & 10 Managers. Business was spread across geos

Aricent Technologies, Gurgaon

End to end Responsibility for service delivery of a high end technical support program with over 500 highly skilled technical support engineersPlanning, strategizing & execution for effective service delivery, manpower planning, resource optimization, KPI Management (CSAT, Productivity, CSE Backlog, MTFR, FDFR, ReQ, Escalation, Transfer etc) & Continuous Improvement Goal Setting-Internal & External, at program level Employee relationship management with a focus on retention & enhancing team morale & motivationStrategizing, Planning & Implementing training requirements of the projectsAccountable for day-to-day operations of resourcing, scheduling, prioritisation and task coordination, and meeting project milestones, objectives and deliverables within agreed timeframes and budgetsTo Plan, organise, direct, control and coordinate projectsClient Communication & Relationship ManagementDriving Top line & Bottom line growth in collaboration with finance teams

Mumbai

IT Support:Engaging with our IT support partner, IBM, to ensure maximum application uptime & performance for entire gamut of CS applications deployed across all customer touch points such as call centers, VF Stores & CSS (Mail support)-pan India. Core applications included Oracle CRM, ACD/IVR, CSS, Self Service Kiosks, Billing engine, CSAT, Business analytics & MIS reporting tool etc. SLA Management relating to application supportCollaborating with our IT Service provider-IBM-for quicker & effective issue resolution for CS applications deployed across 23 pan India circlesPerforming root cause identification, analysis & action planning to mitigate application performance issues & improving resolution timelinesCustomer Support:Customer Complaint redressal at the office of the executive management & close looping with a rigorous E2PACapability Enhancement (Project Implementation): Ensuring smooth & timely roll out of projects from concept to deliveryInternational Customer Support: Roll out of international customer support for international roaming community. Roll out of Incident Management platform (BMC Remedy) & Centralised Service Desk for application support for all Vodafone & service partner sites

Convergys India Services P Ltd, Gurgaon, India

I was leading the service delivery for the global support center for a leading networking gear maker from our site. HC=150 engineersWas jointly managing a program of 300 Support engineers providing technical support for servers for large and small medium enterprises. Responsibilities included:Managing end-to-end business operations & ensuring success across key operating metricsAchievement of all customer and organizational metrics. Responsible for meeting service commitments through data collection, root cause analysis and action planning.Leading operations team viz frontline associates, Operations Managers and Team Leaders in providing best in class service to end usersEstablish program objectives and strategies and coordinate the efforts of the Operations Managers and Team Leaders along with Resource Unit staff including Human Resources, Training & Quality, Network Services, and Workforce Management, to implement and effectively manage the programHiring, on boarding, training, mentoring, motivating employees; planning, assigning, staffing & scheduling, and directing work; appraising performance, rewarding employees, performance management, complaint resolution & problem solvingImprovement in service deliverySustaining and improving program profitability, cost control & reductionClient Relationship ManagementEnsuring integrity of data, reports & conducting reviewsPlanning and efficient ramp up of operations including facilitating hiring, training and infrastructure planning Partnering with Business Development to leverage and pursue new business opportunities

Bangalore

Process owner having independent charge of HP global service desk & FMCG giant providing support for a full suite of designated products in customers computing environmentWas Team Manager in a program of 190 first line agents, 14 team leads and 24 second tier support technicians providing tech support for computing, imaging and printing products of Hewlett Packard to NA customers

New Delhi

As a Team Leader I was heading a team of twenty one technical service associates providing technical phone support for AOL Time Warner broadband services.

Master Of Engineering - Meng, Electronics & Computers

IoT major

Ba Hons, Economics