Headline

Engineering Leader @ Databricks | Ex AWS , VMware , Cisco | PGPM

About

Seasoned Leader with extensive experience in managing people, operations, hiring, mentoring/training, business escalations, incident management and project management. With diverse technical and leadership experience across some of the best Tech organizations ( Cisco, VMware & AWS ), I bring unique skills and perspectives to the table. People Leadership: Experienced in managing Supervisors, Senior Staff Engineers, Junior Engineers as well as New Hire Grads across various team-sizes. Operations: Experienced in managing and improving various Support deliverables and KPIs : CSAT, NPS, Productivity, MTFR, TTR, FDFR, Escalation Rate etc Track-record of driving KPI improvement through effective Performance management, focused initiatives and programs. Hiring: - Experienced in hiring Managers, Senior Engineers, Junior Engineers and College Graduates - Have Conducted 200+ Interviews - Lead Hiring Efforts in both On-campus and Off-campus hiring drives. Mentoring/Training: - Mentored and groomed Senior Technical Talent leading to their successful promotions. - Guided and groomed Team Leads and helped them transition to Team Manager roles. - Experienced conducting Non-Technical and Technical Sessions to internal teams, Customers and Partners. - Lead Training Development efforts for the Team focused on Soft-skill and Technical Skill depth improvements. Business Escalations: - Lead transactional and long-term business escalations from Enterprise, Government, SMB and Developer customers. Enterprise: PWC, Google, Genpact, Fennie Mae, Reliance, Citco, Bank of America, Telstra, Hotstar, etc Government: US Army, FCC, Indian Army, Govt of India etc - Successfully diffused escalations through effective Communication and Customer Sentiment Management. - Turned-around Customer Sentiments in multiple engagements, leading to Customer Trust. Technically Savvy with in-depth experience in Unified Communications & Enterprise Networking. CCIE Collaboration and ITIL v3 Foundation certified.

Location

Bengaluru

Work experience

Technical Solutions Manager at Databricks, Jul 2024 - Present · 1 yr 10 mos, Bengaluru, Karnataka, India

Operations Manager at Amazon Web Services (AWS), Apr 2022 - Jul 2024 · 2 yrs 4 mos, Bengaluru, Karnataka, India

Technical Support Manager at VMware, Jun 2020 - Apr 2022 · 1 yr 11 mos, Bengaluru, Karnataka, India, Leading Global Support for Horizon Cloud Service - a SaaS VDI offering from VMWare.

Technical Support Manager at Cisco, Aug 2018 - Jun 2020 · 1 yr 11 mos, Bengaluru, Karnataka, India

Sr Engineer, Technical Services at Cisco, Jan 2010 - Jul 2018 · 8 yrs 7 mos, Bangalore, Being a TAC Engineer in the Global Backbone team in Cisco TAC, I focussed on resolving the most complex technical issues experienced by Cisco customers. I regularly engaged in Technical and Business escalations involving Collaboration solutions. My specialization included CUCM, UCCX, Unity, Unity Connection, Voice Gateways besides other UC products. Working on these products also required deep understanding and knowledge on adjacencies such as Linux, Databases (Informix, Postgres, MS SQL), Active Directory, MS Exchange, Windows Server etc. I actively worked on developing tools (primarily using Python, PHP, MySql etc) for the team involving areas such as log analysis tools, Lab management scripts, Rewards & Recognition portal and Team operations and reporting portal. I regularly conducted technical and process training sessions for different teams. Delivered trainings for Cisco Partners. Participated in Customer/Partner events as a Technical expert. Mentored several new hire TAC Engineers over these years.

Education

PG Program in Management, Institute of Management Technology, Ghaziabad

Bachelor of Technology (B.Tech.), Computer Science, APJ Abdul Kalam Technological University