---
title: "Vignesh Gopalakrishnan - Senior Manager Professional Services in Bengaluru | Tal"
description: "Meet Vignesh Gopalakrishnan, Global Technology Leader | Scaled Support Organizations 30x (5 to 150+) | Customer Experience | Technical Support | Professional Services | Workforce Strategy | Vendor Management | Program Leadership | AI-Transformation based in Bengaluru. AI stack includes claude code,..."
image: "https://tal.club/meet/vignesh-arcot-gopalakrishnan/share-image"
---

# Vignesh Gopalakrishnan on Tal

## Headline

Global Technology Leader \| Scaled Support Organizations 30x \(5 to 150\+\) \| Customer Experience \| Technical Support \| Professional Services \| Workforce Strategy \| Vendor Management \| Program Leadership \| AI\-Transformation

## About

Accomplished Technology Leader with over 20 years of diverse experience leading professional and technical services teams at Microsoft and Cisco\. Reputed for building diverse teams and a culture of high performance, taking risks, simplifying complex operations and processes, adapting to changing business needs and driving strategic and transformational initiatives\. Verifiable track record of delivering results in highly matrixed environments resulting in exceptional organizational impact at Cisco and Microsoft\. Key Strengths • Workforce Strategy and Planning for large organizations \(15,000\+\) \| C\- Level impact & influence • Building and Leading global technology teams in Technical Support and Professional Services • Developing Leaders and Senior Technical talent\. • Business Operations, P&L management, Outsouring and Vendor management • Resource Planning, Business Continuity, Risk and Performance Management • Services Automation, Innovations and Strategic AI • Business critical services, Risk Management and Customer Escalation Management • ISO and JDPA audits\. Best Practices & Continuous improvement • Service Delivery Lifecycle Management, Customer Success and project delivery\. • Wireless and Network management\. • ASP\.NET, IIS, Cisco Wireless, Networking, SQL Server, Distributed Services, and Web development\. • Certifications: ITIL V4 Foundation, MCSD \- Microsoft Certified Solution Developer

## Location

Bengaluru

## AI stack

claude code

codex

gemini

meta

perplexity

Canva Magic Studio

## Work experience

Senior Manager Professional Services at Cisco, Mar 2019 \- Nov 2024 · 5 yrs 9 mos, Bangalore, Cisco Business Critical Services \(BCS\) 3\.0 offers expert guidance and proprietary intelligence to advance businesses across the technology lifecycle\. With analytics, insights, and automation, BCS 3\.0 enhances engagement and drives sustained IT value, fostering agility, growth, and innovation for a resilient and transformative IT framework\. Led a high\-performing global Network Engineering organization of 150\+ engineers and leaders, delivering business\-critical services for Cisco’s largest and most strategic enterprise customers\. Owned customer adoption, NPS/CSAT, influenced subscription renewals, service delivery, project margins, and resource utilization, directly impacting revenue retention and customer satisfaction\. Built and scaled new specialized technology practices in Cisco Wireless and Security, securing funding and accelerating capability maturity to meet evolving customer needs\. Championed talent development, performance management, and rewards, achieving exceptional employee engagement scores and maintaining near\-zero attrition over a four\-year period\. Actively enabled career growth through skill diversification, internal mobility, and cross\-functional collaboration across the Cisco ecosystem\. Expanded managed services through strategic outsourcing and vendor partnerships, increasing FTE capacity and improving delivery margins\. Managed a $3M vendor headcount budget and restructured SOWs to include clear KPIs, penalty clauses, and performance\-based incentives, resulting in improved vendor performance and service quality\. Led organizational redesign and automation initiatives, freeing up investment capacity and reducing customer delivery timelines by 3–7 days across multiple technologies\. Best of We – Extraordinary Together Award: Recognized for turning around negative customer sentiment, driving subscription renewal growth, and enabling significant incremental bookings\.

Technical Services Manager \- Enterprise Wireless APJC at Cisco, Mar 2011 \- Jan 2019 · 7 yrs 11 mos, On\-site, Cisco TAC provides technical support services, asset management, solution support and high touch services around the clock for global customers, partners, resellers and distributors\. \->Spearheaded post\-sales TAC support and escalation for Cisco's global Wireless Partners and customers in the APAC and EMEA time zone\. \->Grew the team from 5 to 44 engineers who resolve over \~2500 TAC Service Requests \(SRs\) every quarter with best\-in\-class KPI metrics\. \->Achieved the lowest attrition rate across global TAC over an 8\-year period, while developing: the first 2 women Technical Leaders in APJC\. Also built a strong talent pipeline, resulting in best\-in\-class retention rates, loyalty, and engineer tenure\. \-> Led tracks of the Wireless Customer Experience Review \- CER with Wireless Networking Business Unit \(WNBU\), resulting in improved product serviceability and reduction in SRs coming into the TAC \-> Deployed an in\-house Wireless Alpha network to enhance serviceability of Wireless products and releases which resulted in identifying and filing numerous internally found defects and worked with Wireless Business Units to fix the defects before customers could hit the software defects\. \-> Conceptualized, pitched, and secured $\[budget\] funding to design and deliver a customized manager development program for TAC managers\. Successfully executed the program, with 4 cohorts of tenured managers participating and receiving excellent reviews\. \-> Successfully handled CEO\-level escalations and numerous executive level escalations ensuring commitment to customer satisfaction and issue resolution\. \-> Served as jury member for selecting top global pinnacle award nominations in recognition of outstanding achievements across the organization\.

Support Engineering Manager\-SQL Server at Microsoft, May 2008 \- Nov 2010 · 2 yrs 7 mos, \->Built and led a team of 16 SQL Developer Support Engineers and Technical Leads who provide advisory services, commercial developer support for Premier, Partner and Professional customers of Microsoft\. \-> Built business and technology cases that advocate for substantial change in products based on support and technical readiness trends, which resulted in improved Microsoft SQL product quality\. \->Collaborated with SQL Product teams and other groups to drive issue resolution, bug fixes, product quality, Beta program participation and readiness efforts\. Conducted supportability review of supported technologies and defined scope of upcoming review topics to prepare the team to support current and future versions of the product\. \-> Conducted employee performance reviews, besides conducting regular career development and planning sessions with employees\. Foresaw risks and managed issues for various engagements in a timely manner and developed a culture of continuous improvement by documentation and implementation of procedures and best practices

Developer Support Engineer at Microsoft, Sep 2004 \- May 2008 · 3 yrs 9 mos, Developer Support Engineer with the ASP\.NET team which is responsible for providing Critical Problem Resolution, assistance with issues like product migration, code review, or new program development \(Advisory Services\) to Premier, Partners and Proffesional customers of Microsoft who use the \.NET platform for developing Applications\. \-> Resolved over 500 high\-impact, business\-critical issues for Microsoft's Premium Enterprise and Professional customers/partners, resulting in improved customer loyalty and satisfaction\. Innovation: \-> Submitted the idea for the FileUpload 2\.0 control, used by millions of developers worldwide\. Tool Development: \->Contributed scripts to the DebugDiag V1\.1 tool publicly available on microsoft\.com which helped in troubleshooting issues such as hangs, slow performance, memory leaks or fragmentation, and crashes in any user\-mode process\. \->Training and Mentorship: Delivered technical training, presentations, and workshops for diverse audiences, both inside and outside Microsoft, on ASP\.NET & IIS\. Mentored Engineers for leadership roles and assisted managers in assessing team capabilities\. \->Knowledge Sharing: Authored numerous Internal Solution Objects, White Papers, Knowledge Base articles, and technical blogs\. Advocated solutions in external blogging communities and internal discussions\. \->Recognized by Bill Gates and the executive leadership team for outstanding work, following exceptional customer feedback\.

## Education

Business Leadership Executive Program, Indian School of Business

Bachelor Of Engineering, Computer Science, Manipal institute of technology

[View the original profile](https://tal.club/meet/vignesh-arcot-gopalakrishnan)

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