L Bala Subramanyam
Bangalore
Summary
- Results-oriented Customer Support Leader with 13 years of progressive experience in Customer Support, Technical Support, Support automation, increasing returns on investment per employee, and managing large teams across various industries.
- Successfully worked in the KPO industry, Saas B2B Enterprise Fintech, HealthCare, and SaaS SMB, overseeing teams handling SMB clients, mid-market clients, and Enterprise clients. Implemented a Key Account Management team within Support to expand the range of support services offered.
- Confident in partnering with Enterprise clients to understand their unique needs and provide innovative solutions.
- Proven track record of consistently delivering exceptional customer satisfaction and bringing order to chaotic situations through issue resolution, meeting SLA achievement, and exceeding KPIs.
- Committed to continuous learning, team development, and contributing to the success of both the team and the organization.
- Personable and organized with strong ability to manage multiple tasks and deadlines effectively. Understanding of project lifecycle and proficient in tools such as Microsoft Project and JIRA. Committed to delivering successful project outcomes through collaboration and problem-solving.
Overview
13
13
years of professional experience
Work History
Project Manager – Technical Support & Delivery
IZMO LTD
10.2023 - Current
- Leading a team of 09 technical support specialists, providing guidance and mentorship to ensure high-quality customer service
- Leading cross-functional teams through all project phases, ensuring clear communication and collaboration
- Collaborate with external vendors and third-party partners, ensuring seamless
- Developed and conducted training programs for support engineers, resulting in a 60 improvement in technical skills and customer satisfaction scores
- Collaborating with cross-functional teams to address technical issues and implement solutions
- Regularly communicate project status, milestones, and risks to stakeholders, ensuring transparency and alignment with organizational objectives
- Develop and manage project budgets, ensuring adherence to financial constraints and track each project expenses and provide regular updates to stakeholders
- Generate and present regular reports to management and stakeholders on project progress
- Maintain comprehensive project documentation, including project plans, status reports, and technical documentation and ensure all project documentation is organized and accessible for future reference
- Establish and enforce quality assurance processes to ensure the delivery of high-quality solutions
- Conduct regular reviews and inspections to identify and rectify issues promptly
- Conducting daily Project Scrum and client catch-up sessions to stay informed about the project status and ensure effective communication with clients
Technical Support Lead
VYMO Technologies
03.2022 - 10.2023
- Responsible for the Project Management and Technical Support operations including exceeding customer metrics; training of the client leadership teams; process improvement initiatives; new hire training; Employees product/promotion training and development
- Support customer growth and ensure that every customer has a knowledgeable, responsive and a personable main point of contact during their entire lifecycle
- Responsible for contract renewals and uplift opportunities related to the products being utilized by customers
- Responsible for the Management of 15 employees in Vymo ensuring that company goals, budgets and objectives are met
- Performance Management of the team member to deliver against company KPI's and budget
- Maintain a file record of monthly formal 1:1 with direct reports to understand the growth and aspirations
- Educate and motivate them to achieve the same
Assistant Manager
Healthvista India PVT LTD
12.2014 - 03.2022
- Leading a team of 30+ members to monitor Major Incident Management, Problem Management, Knowledge Management & Monitoring, manage business workflow, resolve & troubleshoot system/application issues
- Developing SOPs & Operational Process Documentation to streamline business operations; improved reporting matrices
- Ensuring compliance with SLAs for timely completion of scheduled, unscheduled and alert-based process tasks & activities
- Administering complete functions of Change Management as per client requirements
- Delivering leadership in managing team members, allocating work and ensuring timely delivery
- Implementing continuous improvement measures to identify & review overruns & process task failures; monitoring & escalating issues/defects to Customer Consultant Teams for problem reporting
Application Support Associate
Aditya Birla Minacs
06.2012 - 12.2014
- Supervised high-severity incidents to ensure service availability with minimal delay and impact towards ensuring smooth operations of an infrastructure environment
- Played a key role in organizing and conducting training programs for skills development and knowledge enhancement
- Maintained coordination with Technical Teams, Vendors, Clients, HODs & Stakeholders for IT Service Operations
- Received appreciations/awards on account of excellent performance
Education
B.Tech - Information Technology
Jawaharlal Nehru Technological University
Anantapur, Andhra Pradesh05.2012
Intermediate (+2) - MPC
Vijayavani Junior College
Punganur, Andhra Pradesh06.2006
SSLC - SSLC
ZP High School
Ramasamudram, Andhra Pradesh04.2006
Skills
- Technical Knowledge and Skills
- Strategic Planning and Execution
- Customer Relationship Management
- Business Acumen
- Leadership and Team Management
- Emerging Technologies and Trends
- Service Management
- Compliance and Security
- Risk management
- Cross-functional collaboration
- Agile methodology
- Root-cause analysis
- Stakeholder communications
- Software development lifecycle
- Technical support
Personal Information
- Date of Birth: 12/03/91
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Applications
- Freshdesk
- JIRA & Redmine
- Confluence
- Microsoft 365
- Putty
- SFTP ( Filezilla )
- Whimsical
- CRM Tools
- Figma
- Postman
Languages
English
Native or Bilingual
Telugu
Native or Bilingual
Kannada
Native or Bilingual
Hindi
Full Professional
Functional Expertise
SOPs/SLAs/KPI Reporting
Major Incidents
Governance
Performance Management
Client/stakeholder engagement
Team Building
Retention
Upskilling
BFSI, Healthcare, Automotive
Hard and Soft Skills
Communication
Leadership
Operations
Problem Solving Strategic Thinking
Effective Team Training
Performance Management
Support Automation
Culture and Values
Timeline
Project Manager – Technical Support & Delivery
IZMO LTD
10.2023 - Current
Technical Support Lead
VYMO Technologies
03.2022 - 10.2023
Assistant Manager
Healthvista India PVT LTD
12.2014 - 03.2022
Application Support Associate
Aditya Birla Minacs
06.2012 - 12.2014
Intermediate (+2) - MPC
Vijayavani Junior College
SSLC - SSLC
ZP High School
B.Tech - Information Technology
Jawaharlal Nehru Technological University
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