Summary
Overview
Work History
Education
Skills
Websites
Awards And Accreditations
Professional Experience Summary
Educational Credential
Projects
Timeline
Generic

Muthukumar Duraimani

Atlanta,GA

Summary

As a seasoned senior business leader, I excel in propelling digital transformation through IT strategies tailored to customer needs. Proficient in understanding business requirements and converting them into highly scalable solutions that precisely cater to clients in the digital landscape. Skilled at collaborating with diverse professionals and effectively conveying ideas in simple, comprehensible terms. Acknowledged as a pioneer and innovator, adept at aligning strategic partners to generate value within intricate global enterprises. Dedicated to assembling and guiding high-performing teams, ensuring top-tier customer experiences and sustainable growth through cutting-edge technology solutions. Functional Senior Director driving proven results within [Industry]. Manages complex occupational issues while meeting business objectives. Strong operational skills and solid experience regulating policies and managing budget expenditures. Collaborates with management teams and stakeholders to uphold company vision. Strategic-thinking individual experienced in turning low-performing organizations into top revenue producers. Offering engaging and pleasant personality with expertise improving customer relationships.

Overview

23
23
years of professional experience

Work History

Sr. Director Customer Success (North America)

Microland Limited
07.2021 - Current
  • Developed and executed annual business plans, sales strategies, "Go to Market" strategy, revenue plans, and sales promotion plans for targeted verticals
  • Achieved revenue objectives through effective leadership of account service managers and an inside sales support team based in India
  • Negotiating large, complex deals and opportunities, including reviewing and approving contracts, SOWs, business terms, and price negotiations
  • Collaborated with the company’s legal counsels when necessary
  • Created annual marketing and business development plans to promote Microland’s Remote IT infrastructure management services directly and indirectly
  • Cultivated relationships with identified channel and business partners, negotiated partnerships, teamed contracts for joint bids, and defined joint go-to-market plans
  • Led the opportunity qualification process in collaboration with practice, inside sales, and solution teams
  • Developed annual account plans, collaborating with account service teams to drive revenue growth, service improvements, and governance plans
  • Oversaw resource ramp-up post-contract signing, ensuring seamless transition and ongoing relationship governance, reporting, and timely resolution of service delivery issues
  • Reviewed monthly/quarterly service delivery reports, attended customer steering committee meetings, and resolved service delivery issues to maintain high Service Level Agreements (SLAs) and Customer Satisfaction (CSATs)
  • Conducted regular meetings with key executives in customer organizations to evaluate customer satisfaction and explore new business development opportunities
  • Supervised billing and receivables every month, ensuring efficient financial operations
  • Provided accurate business forecasts and revenue accrual reports on a monthly/quarterly basis to top management for strategic decision-making
  • Organized and planned customer visits to global delivery centers, enhancing client relationships and understanding of service capabilities
  • Advised practice teams to build capabilities and develop solutions in line with specific market needs in the United States
  • Advised delivery teams, aligning them with established business goals and market needs.

Director of Sales (North America)

Microland Limited
07.2018 - 06.2021
  • Developed and executed annual business plans, sales strategies, "Go to Market" strategy, revenue plans, and sales promotion plans for targeted verticals
  • Achieved revenue objectives through effective leadership of account service managers and an inside sales support team based in India
  • Negotiating large, complex deals and opportunities, including reviewing and approving contracts, SOWs, business terms, and price negotiations
  • Collaborated with the company’s legal counsels when necessary
  • Created annual marketing and business development plans to promote Microland’s Remote IT infrastructure management services directly and indirectly
  • Cultivated relationships with identified channel and business partners, negotiated partnerships, teamed contracts for joint bids, and defined joint go-to-market plans
  • Led the opportunity qualification process in collaboration with practice, inside sales, and solution teams
  • Developed annual account plans, collaborating with account service teams to drive revenue growth, service improvements, and governance plans
  • Oversaw resource ramp-up post-contract signing, ensuring seamless transition and ongoing relationship governance, reporting, and timely resolution of service delivery issues
  • Reviewed monthly/quarterly service delivery reports, attended customer steering committee meetings, and resolved service delivery issues to maintain high Service Level Agreements (SLAs) and Customer Satisfaction (CSATs)
  • Conducted regular meetings with key executives in customer organizations to evaluate customer satisfaction and explore new business development opportunities
  • Supervised billing and receivables every month, ensuring efficient financial operations
  • Provided accurate business forecasts and revenue accrual reports on a monthly/quarterly basis to top management for strategic decision-making
  • Organized and planned customer visits to global delivery centers, enhancing client relationships and understanding of service capabilities
  • Advised practice teams to build capabilities and develop solutions in line with specific market needs in the United States
  • Advised delivery teams, aligning them with established business goals and market needs.

Associate Director – Client Engagement

Microland Limited
07.2016 - 06.2018
  • Championed Service Delivery Administration, Master Services Agreement, and Contract bid process
  • Led and coordinated complex, multi-faceted contracts and programs
  • Responsible for service delivery & revenue assurance, expansion of existing account
  • Manage & supervise contractors and employees, reviewing the time sheets and approving monthly invoices in EMEA
  • Cultivated, negotiated, and established strategic partnerships with technology solutions companies and retailers to enable new service portfolio
  • Increased sales and architected technology solutions by Closely Working with subject matter experts, legal team, Risk and compliance, operations, bid management, and consulting departments
  • Negotiated contracts with clients and was successful in securing multi-year service agreements
  • Established partnerships with technology, consulting, and management companies to drive referral sales
  • Identify key investment areas for go-to-market strategy and sales promotion activities
  • Organized all IT functions around partnerships to support business unit goals better
  • Developed IT standards and policies designed to streamline overall operations
  • Managed vendor relationships and negotiated contracts reflective of our business initiatives and Goals
  • Drove new sales opportunities from inception to closure and Managed Account Life cycle of the account
  • Developed a new engagement roadmap and managed customer relationships by modifying internal behaviors, developing metrics, and resolving pain areas
  • Successfully managed a cross-functional team to deliver and exceed agreed service levels and improve operational excellence
  • Developed reliable and strong relationships with customer executives and served as the primary point of escalation for account and service delivery issues.

Senior Service Delivery Manager

Microland Limited
07.2014 - 06.2016
  • Primary responsibility is to manage service delivery commitments and operational excellence across all verticals in Europe, the Middle East, and Africa region
  • Develop a business plan to deliver committed contractual obligations as per the agreed MSA/SOW
  • Manage customer deliverables and ensure that all performance metrics are met as per the agreed Service Level Agreement
  • Transitioning and supporting infrastructure to "Business As Usual" Mode and ensuring high levels of client & stakeholder satisfaction
  • Work with Customers and team members on root causes and develop control & preventive measures to avoid issues in future
  • Identify customer pain areas and create a project charter and run Green belt project for service improvements
  • Managed the workforce in Europe and responsible for recruiting, Induction program, training and conduct performance review for all resources in Europe as per their KRA and provide recommendations and forward planning
  • Identify new business opportunities for the program and expand existing contract value
  • Working with Cross functional teams to achieve & meet On Time Project Schedules
  • Working with ITSM team to ensure that Monitoring & ITSM tools are integrated
  • Driving profitability and ensuring Cost & Revenue management
  • Involved in sizing & pricing for new engagements as inputs from Delivery / customer facing experience
  • Providing inputs to automation for repetitive tasks after breaking it to logical components
  • Working on Service Improvement Plans and other productivity enhancement initiatives
  • Formulating and Driving Service Improvement Plans with quantified benefits
  • Strategizing on account retention techniques and driving revenue expansion efforts for existing engagements
  • Review and Maintaining SOW contract management as per real-time changes and involve for amendments and renewals
  • Working on revenue expansion initiatives and margin improvement aspects
  • Contract review, Risk register review, risk assessment, risk communication to customers
  • Enabled partnership in the UK to hire Key talents.

Service Delivery Manager

Microland Limited
07.2012 - 06.2014
  • Manage critical customer interactions, Conference Calls, Bridges, ensure escalation are triggered on time and to the appropriate persons
  • Exploring and materializing new business opportunities with existing clients
  • Creation of Cost Sheet / Updating based on new project deliverables or change in SOW
  • Updating and sign off cost sheet for the program
  • Strive to control costs – within budget and try and find means to reduce the costs and hence increase profitability
  • Ensure ways of driving costs down by reducing operational costs
  • Consolidation of initiatives, reduction of cycle time
  • Report on initiatives and cost benefits achieved
  • Identify improvement opportunities and create & run Service improvement plan to overcome factors influencing performance
  • Ensure 100% technical SOP required for program deliverables are maintained in Support Central Repository
  • Proactively Initiate Service Improvement Plan keeping in mind the expected deliverables, delivery standards, and quality
  • Responsible to run the transitions and see through the new services run smoothly
  • Understand the operational definitions for all processes and define how to measure our deliverables and provide metrics dashboard on the program performance
  • Plan and achieve positive C-SAT responses
  • Responsible for making billing information report on a monthly basis
  • Responsible for Revenue maximization and improve productivity
  • Ensure all training needs for the team are taken care of and team members possess the required skill set
  • Ensure proper People Pyramid to be maintained to deliver the program within expected margin
  • Creation of cost sheet and forecasting the cost inflow and revenue
  • Strive to control cost within the budget and try to reduce cost and increase profit
  • Report preparation on initiatives and cost benefit plans.

Associate Service Delivery Manager

Microland Limited
07.2010 - 06.2012
  • Responsible for end to end service delivery of the Program as per the signed SOW
  • Responsible for the people & program Growth
  • Responsible for revenue maximization
  • Responsible for customer satisfaction and deliver services in the interest of the customer
  • Ensure the SLA parameters agreed with the customer as per SOW are achieved
  • Identify and Improve the Process and service Improvements
  • Responsible for preparing cost & revenue forecast
  • Responsible for People Growth & skill set improvement
  • Responsible for quality improvements & initiatives like Six Sigma & lean methodologies
  • Responsible for Resource Optimization
  • Responsible for the creation of SOW for respective programs
  • Define performance matrix for the team
  • Drive the team to achieve Program goals with a customer-centric approach
  • Responsible for reporting the Program status & defining the Program Goals & Objectives
  • Identify the growth opportunities for people and create a career path for them
  • Responsible for Business contingency planning and Disaster recovery planning
  • Perform Gap analysis and proactively implement quality & process-related framework
  • Build an effective Knowledge management model
  • Responsible for the reduction of the attrition rate and Improve Employee satisfaction.

Consultant – Transition

Microland Limited
03.2008 - 06.2010
  • Project management
  • Handle Wing to Wing Project Management activities of deployment and Mailbox movement & Migration for GE GIS-Collaboration business
  • Project manage Deployment activities and build the servers as per standard build
  • Manage vendor transactions on new hardware procurement and contract renewal process
  • Manage & Plan Migration and movement of mailbox request
  • Manage & Plan Capacity management
  • Ensure 100% compliance to defined Operations Management support process
  • Identify Defect Areas and proactively carry out corrective actions
  • Root cause analysis
  • Ensuring 100 % maintenance of process/technical SOPs
  • Proactively initiate Process Improvements based on inputs from Audit process, ITIL guidelines, and Reduction of cycle time
  • Carry out improvement measures to improve satisfaction Index
  • Target CSI to be at Exceeding Expectations
  • Manage critical customer interactions
  • Ensure call trend analysis is performed and required investigation & RCA is documented
  • Ensure escalations are triggered on time and to the appropriate persons
  • Work with Program Manager / Floor Managers to provide assistance in transition planning to cover the below areas
  • Process & Framework
  • Resources
  • Metrics & Dashboards
  • Reviews, Audits, and Performance management
  • Induction Framework
  • Training and Skill development
  • Help in Development and implement defect-free processes to transition new servers and services to the company
  • Takeover new services and servers
  • Proactively improve the Operation, keeping in mind the factors below
  • SLA Standards
  • Inputs from weekly calls/dashboards
  • Criticality and stability of services
  • Inputs from customer feedback and escalations
  • Improve any irregularities reported as a result of the Metrics Dashboards attributed to personal errors
  • Ensure defect-free service delivery.

Technical Leader

NewWaveComputing Pvt Ltd
01.2004 - 01.2005
  • Premiere IBM business partner handing issues related to IBM Servers for over 200 customers across INDIA, AIX Deployment and Techno commercial based Projects
  • Handling a technical team of 16 members and managing Daily operations on Customers issues
  • Analyzing Customer requirements on technology, understanding their pain areas, and providing appropriate Technical solutions
  • Strategic Planning of building a process to serve customers to meet their SLA, Educating Team members on effective methods of analyzing technical issues and resolve them to meet SLA
  • Handling customer Escalations, Co-ordination with IBM on analyzing Business process for achieving positive C-SAT’s
  • Assisting Team members on technical solutions, conducting regular Trainings on updated Technology and ways to achieve positive customer satisfaction
  • Implementation of Windows2000 cluster, DNS, DHCP, FSMO, MS Exchange server, Deploying Domain Controllers, creation of trusts relationships and Implementation of ADS
  • Providing Technical solutions on Windows 2000 OS issues, LAN / WAN issues, User Administration, and group policy
  • Deployment of AIX 5.2, creation of Volume Group, Logical volume, Addition of Physical volume, Configuration of Software mirroring, RAID implementation on Expansion box
  • Handled Techno commercial role & implemented SSL VPN based secured remote access technology.

System and Network Administrator

Origin Infosys Pvt. Ltd
04.2001 - 05.2002
  • LAN / WAN Support for "E-Serve International Ltd" formerly called as "Citicorp Securities & Investors LTD"
  • Planning, Designing, and Installation of Computers and telecom equipment in LAN
  • Maintenance and troubleshooting on issues related to LAN / WAN
  • Troubleshooting Network connectivity issues, Hardware issues, and printer issues
  • Installation and configuration of Network printers like Hp4000 series
  • Co-ordination with all Citibank Technical Engineers for configuring their Citibank customized software for their new project
  • Technical support on Daily user-reported issues on the outlook client, software applications
  • Administration of User accounts, log in credential issues, and Roaming profile configuration
  • Troubleshooting Hardware issues on Desktops and servers.

Education

Executive Post-Graduate Diploma in Management - Business Strategy

Indian Institute of Management - Kozhikode (IIMK)
India
03.2014

Bachelor of Engineering - Electronics And Communications Engineering

University of Madras
India
04.2001

Diploma in Electronics And Communication - Electronics And Communication Engineering

Directorate of Technical Education
India
04.1998

Skills

  • Account Growth Strategy
  • Client Relationship Management
  • Sales Pipeline Management
  • Financial Planning
  • Vendor Management
  • Negotiating and Deal Closing
  • Customer retention and Loyalty
  • Product knowledge and demonstration
  • Adaptability and Resilience
  • Market Analysis and Trends
  • Customer needs assessment
  • Communication and relationship building
  • People Development
  • Budget Planning
  • Culture Transformation
  • Practice Operations Management
  • Collaborative Leadership
  • Key Performance Indicators
  • Core Values Management
  • Team Building and Motivation

Awards And Accreditations

  • Microland “The Alan Turing Award” for Sales Excellence and Best Account Management – FY 2023
  • Microland “The Deal of the Year Award” – FY 2020
  • Certificate of sales excellence “Large Account Management Program”
  • Six Sigma Green Belt Certification

Professional Experience Summary

Microland Limited, General Electrics (GE), GE Healthcare, GE Aerospace, GE Vernova, Wabtec, Baker Hughes, Microland is a leader in IT Infrastructure Management and Technical Support Managed Services Outsourcing, providing end-to-end IT infrastructure management services to enterprise clients managing their worldwide IT infrastructures and supporting their users globally.

Educational Credential

  • Executive Post-Graduate Diploma in Management, Indian Institute of Management Kozhikode (IIMK), Strategy, Marketing & Operations, 10/2011, 03/2014
  • Bachelor of Engineering (Electronics & Communication), University of Madras, Electronics & Communication, 05/1998, 04/2001
  • Diploma in Electronics and Communication Engineering, Directorate of Technical Education, Electronics & Communication, 04/1995, 04/1998

Projects

Sr. Director Customer Success, 07/2021 - Present, Atlanta, Georgia, Developed and executed annual business plans, sales strategies, "Go to Market" strategy, revenue plans, and sales promotion plans for targeted verticals. Achieved revenue objectives through effective leadership of account service managers and an inside sales support team based in India. Negotiating large, complex deals and opportunities, including reviewing and approving contracts, SOWs, business terms, and price negotiations. Collaborated with the company’s legal counsels when necessary. Created annual marketing and business development plans to promote Microland’s Remote IT infrastructure management services directly and indirectly. Cultivated relationships with identified channel and business partners, negotiated partnerships, teamed contracts for joint bids, and defined joint go-to-market plans. Led the opportunity qualification process in collaboration with practice, inside sales, and solution teams. Developed annual account plans, collaborating with account service teams to drive revenue growth, service improvements, and governance plans. Oversaw resource ramp-up post-contract signing, ensuring seamless transition and ongoing relationship governance, reporting, and timely resolution of service delivery issues. Reviewed monthly/quarterly service delivery reports, attended customer steering committee meetings, and resolved service delivery issues to maintain high Service Level Agreements (SLAs) and Customer Satisfaction (CSATs). Conducted regular meetings with key executives in customer organizations to evaluate customer satisfaction and explore new business development opportunities. Supervised billing and receivables every month, ensuring efficient financial operations. Provided accurate business forecasts and revenue accrual reports on a monthly/quarterly basis to top management for strategic decision-making. Organized and planned customer visits to global delivery centers, enhancing client relationships and understanding of service capabilities. Advised practice teams to build capabilities and develop solutions in line with specific market needs in the United States. Advised delivery teams, aligning them with established business goals and market needs. Director of Sales, 07/2018 - 06/2021, Atlanta, Georgia, Developed and executed annual business plans, sales strategies, "Go to Market" strategy, revenue plans, and sales promotion plans for targeted verticals. Achieved revenue objectives through effective leadership of account service managers and an inside sales support team based in India. Negotiating large, complex deals and opportunities, including reviewing and approving contracts, SOWs, business terms, and price negotiations. Collaborated with the company’s legal counsels when necessary. Created annual marketing and business development plans to promote Microland’s Remote IT infrastructure management services directly and indirectly. Cultivated relationships with identified channel and business partners, negotiated partnerships, teamed contracts for joint bids, and defined joint go-to-market plans. Led the opportunity qualification process in collaboration with practice, inside sales, and solution teams. Developed annual account plans, collaborating with account service teams to drive revenue growth, service improvements, and governance plans. Oversaw resource ramp-up post-contract signing, ensuring seamless transition and ongoing relationship governance, reporting, and timely resolution of service delivery issues. Reviewed monthly/quarterly service delivery reports, attended customer steering committee meetings, and resolved service delivery issues to maintain high Service Level Agreements (SLAs) and Customer Satisfaction (CSATs). Conducted regular meetings with key executives in customer organizations to evaluate customer satisfaction and explore new business development opportunities. Supervised billing and receivables every month, ensuring efficient financial operations. Provided accurate business forecasts and revenue accrual reports on a monthly/quarterly basis to top management for strategic decision-making. Organized and planned customer visits to global delivery centers, enhancing client relationships and understanding of service capabilities. Advised practice teams to build capabilities and develop solutions in line with specific market needs in the United States. Advised delivery teams, aligning them with established business goals and market needs. Associate Director – Client Engagement, 07/2016 - 06/2018, Houston, Texas, Championed Service Delivery Administration, Master Services Agreement, and Contract bid process. Led and coordinated complex, multi-faceted contracts and programs. Responsible for service delivery & revenue assurance, expansion of existing account. Manage & supervise contractors and employees, reviewing the time sheets and approving monthly invoices in EMEA. Cultivated, negotiated, and established strategic partnerships with technology solutions companies and retailers to enable new service portfolio. Increased sales and architected technology solutions by Closely Working with subject matter experts, legal team, Risk and compliance, operations, bid management, and consulting departments. Negotiated contracts with clients and was successful in securing multi-year service agreements. Established partnerships with technology, consulting, and management companies to drive referral sales. Identify key investment areas for go-to-market strategy and sales promotion activities. Organized all IT functions around partnerships to support business unit goals better. Developed IT standards and policies designed to streamline overall operations. Managed vendor relationships and negotiated contracts reflective of our business initiatives and Goals. Drove new sales opportunities from inception to closure and Managed Account Life cycle of the account. Developed a new engagement roadmap and managed customer relationships by modifying internal behaviors, developing metrics, and resolving pain areas. Successfully managed a cross-functional team to deliver and exceed agreed service levels and improve operational excellence. Developed reliable and strong relationships with customer executives and served as the primary point of escalation for account and service delivery issues. Senior Service Delivery Manager, 07/2014 - 06/2016, London, United Kingdom, Primary responsibility is to manage service delivery commitments and operational excellence across all verticals in Europe, the Middle East, and Africa region. Develop a business plan to deliver committed contractual obligations as per the agreed MSA/SOW. Manage customer deliverables and ensure that all performance metrics are met as per the agreed Service Level Agreement. Transitioning and supporting infrastructure to “Business As Usual” Mode and ensuring high levels of client & stakeholder satisfaction. Work with Customers and team members on root causes and develop control & preventive measures to avoid issues in future. Identify customer pain areas and create a project charter and run Green belt project for service improvements. Managed the workforce in Europe and responsible for recruiting, Induction program, training and conduct performance review for all resources in Europe as per their KRA and provide recommendations and forward planning. Identify new business opportunities for the program and expand existing contract value. Working with Cross functional teams to achieve & meet On Time Project Schedules. Working with ITSM team to ensure that Monitoring & ITSM tools are integrated. Driving profitability and ensuring Cost & Revenue management. Involved in sizing & pricing for new engagements as inputs from Delivery / customer facing experience. Providing inputs to automation for repetitive tasks after breaking it to logical components. Working on Service Improvement Plans and other productivity enhancement initiatives. Formulating and Driving Service Improvement Plans with quantified benefits. Strategizing on account retention techniques and driving revenue expansion efforts for existing engagements. Review and Maintaining SOW contract management as per real-time changes and involve for amendments and renewals. Working on revenue expansion initiatives and margin improvement aspects. Contract review, Risk register review, risk assessment, risk communication to customers. Enabled partnership in the UK to hire Key talents. Service Delivery Manager, 07/2012 - 06/2014, Bangalore, India, Manage critical customer interactions, Conference Calls, Bridges, ensure escalation are triggered on time and to the appropriate persons. Exploring and materializing new business opportunities with existing clients. Creation of Cost Sheet / Updating based on new project deliverables or change in SOW. Updating and sign off cost sheet for the program. Strive to control costs – within budget and try and find means to reduce the costs and hence increase profitability. Ensure ways of driving costs down by reducing operational costs. Consolidation of initiatives, reduction of cycle time. Report on initiatives and cost benefits achieved. Identify improvement opportunities and create & run Service improvement plan to overcome factors influencing performance. Ensure 100% technical SOP required for program deliverables are maintained in Support Central Repository. Proactively Initiate Service Improvement Plan keeping in mind the expected deliverables, delivery standards, and quality. Responsible to run the transitions and see through the new services run smoothly. Understand the operational definitions for all processes and define how to measure our deliverables and provide metrics dashboard on the program performance. Plan and achieve positive C-SAT responses. Responsible for making billing information report on a monthly basis. Responsible for Revenue maximization and improve productivity. Ensure all training needs for the team are taken care of and team members possess the required skill set. Ensure proper People Pyramid to be maintained to deliver the program within expected margin. Creation of cost sheet and forecasting the cost inflow and revenue. Strive to control cost within the budget and try to reduce cost and increase profit. Report preparation on initiatives and cost benefit plans. Associate Service Delivery Manager, 07/2010 - 06/2012, Bangalore, India, Responsible for end-to-end service delivery of the Program as per the signed SOW. Responsible for the people & program Growth. Responsible for revenue maximization. Responsible for customer satisfaction and deliver services in the interest of the customer. Ensure the SLA parameters agreed with the customer as per SOW are achieved. Identify and Improve the Process and service Improvements. Responsible for preparing cost & revenue forecast. Responsible for People Growth & skill set improvement. Responsible for quality improvements & initiatives like Six Sigma & lean methodologies. Responsible for Resource Optimization. Responsible for the creation of SOW for respective programs. Define performance matrix for the team. Drive the team to achieve Program goals with a customer-centric approach. Responsible for reporting the Program status & defining the Program Goals & Objectives. Identify the growth opportunities for people and create a career path for them. Responsible for Business contingency planning and Disaster recovery planning. Perform Gap analysis and proactively implement quality & process-related framework. Build an effective Knowledge management model. Responsible for the reduction of the attrition rate and Improve Employee satisfaction. Consultant – Transition, 03/2008 - 06/2010, Bangalore, India, Project management. Handle Wing to Wing Project Management activities of deployment and Mailbox movement & Migration for GE GIS-Collaboration business. Project manage Deployment activities and build the servers as per standard build. Manage vendor transactions on new hardware procurement and contract renewal process. Manage & Plan Migration and movement of mailbox request. Manage & Plan Capacity management. Ensure 100% compliance to defined Operations Management support process. Identify Defect Areas and proactively carry out corrective actions. Root cause analysis. Ensuring 100 % maintenance of process/technical SOPs. Proactively initiate Process Improvements based on inputs from Audit process, ITIL guidelines, and Reduction of cycle time. Carry out improvement measures to improve satisfaction Index. Target CSI to be at Exceeding Expectations. Manage critical customer interactions. Ensure call trend analysis is performed and required investigation & RCA is documented. Ensure escalations are triggered on time and to the appropriate persons. Work with Program Manager / Floor Managers to provide assistance in transition planning to cover the below areas. Process & Framework. Resources. Metrics & Dashboards. Reviews, Audits, and Performance management. Induction Framework. Training and Skill development. Help in Development and implement defect-free processes to transition new servers and services to the company. Takeover new services and servers. Proactively improve the Operation, keeping in mind the factors below. SLA Standards. Inputs from weekly calls/dashboards. Criticality and stability of services. Inputs from customer feedback and escalations. Improve any irregularities reported as a result of the Metrics Dashboards attributed to personal errors. Ensure defect-free service delivery. Technical Leader, 06/2006 - 02/2008, Bangalore, India, About the project: GEHC Client Security team manages security of more than Fifty-five Thousand Clients worldwide (Americas/Europe/Asia Pacific) using the servers with security technologies like Symantec Antivirus, WSUS, Black Ice firewall, Active Directory, and Backup remotely from this center in Bangalore round the clock. The customer expectations from GEHC team include: Ensure 100% security on all the clients in their environment. Client security service operations management. Client security Service Conceptualization. Supporting the AD and Backup Infrastructure. Process & SLA development. Automation Responsibilities. Leading a team of 25 Engineers who are responsible for managing Client security based on Microsoft Windows 2000 & 2003 Active Directory servers, Symantec Antivirus servers, WSUS servers, Black Ice firewall servers, and Endforce servers. Handle Escalation from Customer as well as Internal Technical Escalations. Lead & implement ITIL best practices. Gap Analysis on AS-IS Architecture & providing Solution based Design proposal. Transition of New projects and making process & technology implementation plan. Technical Specialist, 01/2005 - 05/2006, Bangalore, India, About the project: GE-OMC manages more than two hundred & fifty servers of GE worldwide (Americas/Europe/Asia Pacific) which included Microsoft Exchange 2000 & Exchange 2003 server remotely from this center in Bangalore round the clock. The customer expectations from GE-OMC team include: Effectively Project manage Deployment Strategy and Building of windows 3 node Cluster and deploying Exchange 2000/2003 and also Building Global Catalog, Front-end servers, Blackberry server, Expansion servers, WSUS servers as per GE standard build Process. Coordinating with hardware & software vendors for obtaining temporary fixes for incidents & permanent fixes for problems. Testing of Critical MS Security patches, Adding New connectors & Internet Message Formats, Free busy, ADS Replication testing, Public Folder Replication setting, Hardware drivers, Firmware on staging servers and implement on the production Environment. Planning & executing the Deployment of Domain Controller and creating a site for Replication from the Master Replication hub and Setting duration for the Replication. Responsible for Automation of Regular Change audit process. Deployment and testing of Opsware Product. Responsible for vendor co-ordination with HP, Blackberry, Microsoft. Team Leader, 01/2004 - 01/2005, Chennai, India, Technical Environment: Premiere IBM business partner handing issues related to IBM Servers for over 200 customers across INDIA, AIX Deployment and Techno commercial based Projects. Handling a technical team of 16 members and managing Daily operations on Customers issues. Analyzing Customer requirements on technology, understanding their pain areas and providing appropriate Technical solutions. Strategic Planning of building process to serve customers to meet their SLA, Educating Team members on effective methods of analyzing technical issues and resolve them to meet SLA. Handling customer Escalations, Co-ordination with IBM on analyzing Business process for achieving positive C-SAT’s. Assisting Team members on technical solutions, conducting regular Trainings on updated Technology and ways to achieve positive customer satisfaction. Implementation of Windows2000 cluster, DNS, DHCP, FSMO, MS Exchange server, Deploying Domain Controllers, creation of trusts relationships and Implementation of ADS. Providing Technical solution on Windows 2000 OS issues, LAN / WAN issues, User Administration, and group policy. Deployment of AIX 5.2, creation of Volume Group, Logical volume, Addition of Physical volume, Configuration of Software mirroring, RAID implementation on Expansion box. Handled Techno commercial role & implemented SSL VPN based secured remote access technology. System and Network Administrator, 04/2001 - 05/2002, Chennai, India, Project: LAN / WAN Support for “E-Serve International Ltd” formerly called as “Citicorp Securities & Investors LTD”. Technical Environment: 500 workstations, 25 Intel based servers. Planning, Designing, and Installation of Computers and telecom equipment in LAN. Maintenance and troubleshooting on issues related to LAN / WAN. Troubleshooting of Network connectivity issues, Hardware issues, and printer issues. Installation and configuration of Network printers like Hp4000 series. Co-ordination with all Citibank Technical Engineers for configuring their Citibank customized software for their new project. Technical support on Daily user reported issues on outlook client, software applications. Administration of User accounts, log in credential issues, and Roaming profile configuration. Troubleshooting Hardware issues on Desktops and servers.

Timeline

Sr. Director Customer Success (North America)

Microland Limited
07.2021 - Current

Director of Sales (North America)

Microland Limited
07.2018 - 06.2021

Associate Director – Client Engagement

Microland Limited
07.2016 - 06.2018

Senior Service Delivery Manager

Microland Limited
07.2014 - 06.2016

Service Delivery Manager

Microland Limited
07.2012 - 06.2014

Associate Service Delivery Manager

Microland Limited
07.2010 - 06.2012

Consultant – Transition

Microland Limited
03.2008 - 06.2010

Technical Leader

NewWaveComputing Pvt Ltd
01.2004 - 01.2005

System and Network Administrator

Origin Infosys Pvt. Ltd
04.2001 - 05.2002

Executive Post-Graduate Diploma in Management - Business Strategy

Indian Institute of Management - Kozhikode (IIMK)

Bachelor of Engineering - Electronics And Communications Engineering

University of Madras

Diploma in Electronics And Communication - Electronics And Communication Engineering

Directorate of Technical Education

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