Nivlacain
Regional Manager/ Customer support manager
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About
Seasoned Service and Project Manager with over 20 years of experience leading high performing support teams and delivering enterprise IT solutions. Proven track record in service delivery, stakeholder engagement, and driving operational excellence across global accounts. Adept at automation strategy, risk mitigation, and ensuring SLA adherence. Certified in ITIL V3, PRINCE2, and Active Operations Management.
Experience
Regional Manager/ Customer support manager - ITEK RFID - Pune, India
(2025-07 - 2026-05)
- Managing the onsite support teams for the south team(Andhra Pradesh, Karnataka, Kerala, Tamil Nadu, and Telangana)
- Working as the Customer service manager.
- Preparing quotations for the clients.
- Managing the staffing and billing for key clients.
Senior Application Support Manager - FIS Global Services - Pune, India
(2019-06 - 2025-04)
- Led support teams for Intellimatch and Investran products; ensured SLA targets across responsiveness, resolution, and CSAT were consistently exceeded.
- Initiated two Continuous Process Improvements (CPI) and two automation strategies, saving costs equivalent to 2 FTEs.
- Conducted service reviews with top 5 global clients as their designated Service Delivery Manager.
- Monitored service levels and led reporting, stakeholder communications, and risk handling.
Support Manager – IBM ECM & PDA - Persistent Systems Ltd. - Pune, India
(2013-11 - 2019-05)
- Managed teams for 12 IBM ECM products and led PureData Analytics support, primarily on Linux-based platforms.
- Successfully stabilized SLA metrics across all products within 9 months.
- Played key roles in proposal design, billing estimates, CSAT improvements, and risk planning.
- Engaged directly with IBM’s Global Elite Customers (GEP) to resolve escalations and ensure service excellence.
Project / Transition Manager | Unit Manager - Mphasis – An HP Company - Pune, India
(2007-05 - 2013-11)
- Directed multiple projects across networking, desktop support, and change management.
- Launched new client processes (e.g., Chrysler Helpdesk, Bristol Myers Squibb) from ground-up.
- Oversaw complete project lifecycle: scope, scheduling, risk tracking, stakeholder coordination, implementation, and closure.
- Delivered process automation, call volume forecasting, and revenue/billing strategies.
Team Leader - Serwizsol (E3E) - Pune, India
(2006-11 - 2007-05)
- Managed customer support for ADSL Maharashtra and Gold Hub1 (corporate accounts).
- Improved team performance via coaching, SLA adherence, and attrition control.
Team Leader – Sales & Operations - Invengence - Pune, India
(2006-05 - 2006-11)
- Led dialler operations, agent training, daily sales reporting, and performance improvement initiatives.
Technical Support Engineer - Wipro Technologies - Pune, India
(2003-07 - 2005-12)
- Delivered IT support across enterprise environments, resolving technical issues and ensuring customer satisfaction.
Education
Bachelor - Computer Science (2003)
