Headline

JAPAC Leader-Customer Success Engineering- Palo Alto Networks/Ex-Cisco/Ex-Fortinet/Ex-Salesforce/CCIE/CISM/CEH

About

I am a highly experienced and accomplished leader with over 17 years of expertise in setting up, managing, and scaling technical support centers across multiple regions. I specialize in building high-performance teams from scratch, driving customer satisfaction, and implementing strategic initiatives to optimize support operations. I have demonstrated exceptional leadership, technical acumen, and a strong track record of reducing churn, growing revenue, and improving customer satisfaction (CSAT). I hold multiple advanced certifications in networking and security, underscoring a deep technical knowledge and commitment to professional excellence.

Location

Bengaluru

AI stack

anthropic apis

antigravity

claude code

deepseek

gemini

Work experience

JAPAC Leader, Customer Success Engineering at Palo Alto Networks, Jun 2023 - Present · 3 yrs 3 mos, India

Senior Manager, Technical Services- APAC at Fortinet, Jun 2018 - May 2022 · 4 yrs, India, Technical Support Leadership: Built and managed a Level 2/3 TAC center of cyber security engineers across JAPAC, including locations in Bangalore, Singapore, and Malaysia. Distributor Management: Led technical support for 23 Fortinet distributors across APAC, managing over 200 cyber security engineers and 20 managers. CSAT Improvement: Developed and implemented policies that improved APAC CSAT by 7%. Operational Efficiency: Reformed staffing strategies, reducing average call answer wait times by 8 minutes during peak hours and maximum wait times by 12 minutes.

Senior Technical Support Manager – Enterprise Operations (Palo Alto) at iOPEX Technologies, Aug 2015 - Jun 2018 · 2 yrs 11 mos, India, Team Building: Established and managed 2 TAC centers (BLR and GGN) with a team of 4 managers and 200+ Level 2 cyber security engineers to deliver top-tier customer satisfaction for Palo Alto customers. Customer Satisfaction: Maintained CSAT scores above 90% by ensuring a best-in-class support experience. Operational Management: Reduced Average Speed of Answer (ASA) during peak volume periods. Team Development: Oversaw the support teams' growth, including hiring, professional development, and proactive project management.

Network Consultant/Technical Services Engineer at Cisco, Oct 2011 - Aug 2015 · 3 yrs 11 mos, India, Consulting for UK Bank: Served as a dedicated network consulting engineer, collaborating with software developers, testing engineers, escalation engineers, and bug scrub engineers to recommend proper code and ensure timely delivery. Solution Testing and Implementation: Engaged in end-to-end solution testing, from data gathering to final implementation and knowledge transfer. Technical Lead for Leading Security product (CSM): Acted as the technical lead for Cisco Security Management Suite, liaising between TAC and software development to handle escalations and prioritize feature or business needs. Beta Testing and Documentation: Contributed to beta software testing and maintained online documentation.

NOC Analyst at Salesforce, Jun 2010 - Oct 2011 · 1 yr 5 mos, India, Incident Response: Part of the on-call Network Security Incident Response Team, coordinating the complete incident management process. Server Maintenance: Maintained and updated production servers and Blackberry Manager with monthly patches. Network Monitoring: Monitored the entire network using tools like WhatsUp Gold and Dell Open Manage Systems.

Education

LEAD Programme, Stanford University Graduate School of Business