Vijith Unnithan Email & Phone Number

Bengaluru, Karnataka, India

Bengaluru, Karnataka, India

Bangalore

Work across business units and functions for program management and processing responsibilities. Responsible for driving the India team in executing responsibilities in a timely fashion, ensuring quality outcomes and performance, and continuously working with the WW Channel Programs team to fine-tune supporting processes, systems, and reporting. Managing deliverable schedules, while ensuring that key responsibilities are met and that dependencies and implications are well understood… Show more Work across business units and functions for program management and processing responsibilities. Responsible for driving the India team in executing responsibilities in a timely fashion, ensuring quality outcomes and performance, and continuously working with the WW Channel Programs team to fine-tune supporting processes, systems, and reporting. Managing deliverable schedules, while ensuring that key responsibilities are met and that dependencies and implications are well understood. Working closely with the WW Channel Programs Management team, and more broadly with the WW Channel Programs team and geos Show less

Managing a global team supporting NetApp's Customer Support site...1. Handling a team of 8 members in Bangalore and 2 in US.2. Started outsourcing workforce in Convergys – 2 admins.3. Responsible for monitoring the inflow of registrations on the Support siteby customers and partners on a daily basis4. Responsible for creating process flows for various issues on the Supportsite – troubleshooting and routing.5. Defining process flows with cross functional teams to… Show more Managing a global team supporting NetApp's Customer Support site...1. Handling a team of 8 members in Bangalore and 2 in US.2. Started outsourcing workforce in Convergys – 2 admins.3. Responsible for monitoring the inflow of registrations on the Support siteby customers and partners on a daily basis4. Responsible for creating process flows for various issues on the Supportsite – troubleshooting and routing.5. Defining process flows with cross functional teams to understand theresponsibility of the Support site admin team and their functions.6. Part of the Council in deciding various requirements/ enhancements forthe Support site and SAP.7. Introduced Community forum for the team to post discussions andvarious documentations.8. Designed process flow with Channel teams and Partner Database teamfor Partner setups and termination9. Managed various projects including the successful creation of 300+accounts for Engenio transition to NetApp Inc, contact clean ups, partnersetups and terminations.10. Vendor Management – responsible for managing Convergys adminshandling user registrations. Tracking their workflow, measureproductivity using Time & Motion study and managing their invoices ona monthly basis. Show less

Bangalore

Service Contract Administrator (Jan 2007 – April 2008)1. Handling Cases, Actions and Sites that pertain to updating customerinformation in Vantive.2. Created emails templates for various process topics.3. Identified new steps for improving the process flow through Vantive.Sr. Service Entitlement Specialist (May 2008- July 2009)1. Handling escalations for various regions (APAC, EMEA & US).2. Worked on Various Data cleansing projects during the transition… Show more Service Contract Administrator (Jan 2007 – April 2008)1. Handling Cases, Actions and Sites that pertain to updating customerinformation in Vantive.2. Created emails templates for various process topics.3. Identified new steps for improving the process flow through Vantive.Sr. Service Entitlement Specialist (May 2008- July 2009)1. Handling escalations for various regions (APAC, EMEA & US).2. Worked on Various Data cleansing projects during the transition fromVantive to the new CRM – SAP. Was given ownership of few datacleansing projects which was completed prior to deadline. 3. Was the point of contact for escalations for US customers. Was givenresponsibility for mentoring new hires with the process.4. Taken part in some training sessions for new hires.Service Entitlement Specialist – Team Lead (August 2009 to April 2010)1. Is the point of contact for US customers and escalations2. Ownership of monitoring various reports such as Exception Contracts,Pending Review Sites & Missing Protocols. Responsible for assigningthe reports to the team and completing them on a daily basis…3. Working with cross functional teams in establishing process steps thathelps in resolving customer issues. Held conference calls with TGA’s,TSE’s, GSM’s in discussing customer issues and providing resolution oncalls.4. Training new hires on the process. Mentoring the new hires to work onvarious scenario’s that help them to handle the cases individually.5. Creating process document presentations on the process.6. Working with SAP team as a part of the SAP Community in providingsolutions to questions raised by various teams. Show less

Bangalore

Have been rewarded twice for best performancePromoted to B3 Band handling a team of 15 membersDuties performed include:1. Training team members of new updates in process and refreshmenttraining2. Monitoring calls and emails on daily basis and providing feedback onimprovement.3. Analyzing weekly performance of the team.