Rajaram Talekar
Bangalore
Summary
Result-driven Senior Engineering Manager with expertise in people management, project management, and strategic planning. Demonstrated success in customer service and support for over 15 years, showcasing a solid track record of achievements. Known for exceptional negotiation skills and the ability to build strong relationships.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Senior Engineering Manager
Microsoft India Pvt Ltd
01.2022 - Current
- Managing a team of 25 team members for their end to end performance management ensuring training, Coaching, Operational readiness , Customer Focus, Team Culture, employee retention, hiring & technical excellence
- Supporting Windows Virtualization Products - Hyper-V, Clusters, VMS and Storage
- Collaborate with Global and Cross functional Engineering teams, Projects and Customer team to facilitate and drive best customer experience for Microsoft Customers - Case Management Operations
- Conduct Perform appraisals, one to one's, talent development, motivate and inspire team
- Drive Continual Process Improvements and Handling Customer Escalations
- Setting achievable Project objectives for large and Complex Customers and working with cross functional team and Manage business and Operations SLA
- Mentoring & Coaching Engineers to upskill and overall talent development
- Result driven leader with extraordinary leadership skills to thrive for better results and solve complex problems by adapting to Lean six sigma and ITIL
- Hiring and attracting talents including University and lateral hiring
- Facilitated knowledge sharing across the organization through regular training sessions and workshops on relevant engineering topics or emerging trends in the industry.
Customer Delivery Manager
Cisco Systmes India Pvt Ltd
01.2017 - 01.2022
- Managed a team of 20 team members for their end to end performance and ensuring Operations Excellence
- Collaborate with Global and cross functional Engineering teams, Projects and Customer team to facilitate and drive best customer experience for Cisco Managed services
- Supported and Managed Network Operations Centre for Banking Customers Like Bank of America & Wells Fargo - Setting up Operations, Process Excellence , Overall Operations Efficiency & Documentation
- Setting achievable Project objectives for large and Complex Customers and working with cross functional team and Manage business Operations SLA &KPI
- Mentoring and Coaching team members to develop skillsets and overall talent development for 15 team members
- SPOC for Banking, Consumer Goods ,IP Network, Platform Operations domain Projects to set up the L1 and L2 Network Operations
- Conduct Perform appraisals, one to one's, talent development, motivate and inspire team
- Strong negotiation and expert assertive communication skills to drive critical discussions to drive customer satisfaction
- Active participation Vendor management and Escalation management to ensure all issues and concerns are addressed
- Tools and Techniques :PMP, Leadership, People manager, Smartsheet ,BMC Remedy, ServiceNow, Splunk ,ITIL Framework and Agile, Fieldglass, SAP Concur
Service Delivery Leader
Gemalto Singapore
01.2016 - 12.2016
- Supported Project for UBS bank for transforming the large network devices
- Customer Engagement during weekly and Monthly reviews
- Vendor Team management and Stakeholder management
- L2 and L3 support for Linux and Windows, aliasing with global support team to escalate and restore issues within agreed SLA's
- Tools and Techniques : ServiceNow, IBM Net-cool ,ITIL , Oracle SQL, Linux, Unix
- Preparing the incident report, client meetings and preparation of weekly and monthly reports for clients
- Handling Weekend releases to enhance and upgrading the applications based patches. Interacting with clients, management and attending meetings regarding SLA's tickets.
- Providing on call support after office hours
Technology Service Specialist
Wells Fargo
07.2012 - 12.2015
- Implemented processes for monitoring/ alerting, systems maintenance and change control, and for automation opportunities
- Managed daily email, Chat and Phone escalations from business units & Customers
- Identify root cause on severe network infrastructure issues in order to plan for future prevention and service improvements
- Collaborate with different teams to ensure the optimized performance of VoIP and other wireless telecommunication devices
- Work with security team to evaluate threats, troubleshoot issues, and comply with appropriate security configuration standards of their organization
- Design and deploy changes to the configurations of customers as per the applicable change management process
- Drive Continual Service Improvement within the team on escalation Management
- Improved customer satisfaction by addressing and resolving service-related issues promptly and professionally, moved CSAT from 4.2 to 4.8.
Senior Support Engineer
Cognizant Technology India Solutions Pvt Ltd
07.2010 - 06.2012
- Delivered Large scale Global network Monitoring for UBS Bank, DBS, KDDI etc
- Managed end to end life cycle complex projects across Community Banking Enterprise
- Work with technical project managers to seamlessly integrate new Business Unit into Hosting Services offerings
- Collaborating Technology, Business and Executives teams
- Translated requirements into polished, high-level designs for Complex migration and new infrastructure installations projects
- Led the team of 4 team members for Applications monitoring team and first response team effective handling of KPI, Dashboard, reporting, SPOC for customer etc
- Identify root cause on severe network infrastructure issues in order to plan for future prevention and service improvements
- Led training sessions for internal staff members, boosting their technical knowledge and skills in key areas of expertise.
Operations Engineer
Rhythm and Hues Studio
04.2009 - 05.2010
- Single point of contact for Customers for P1 and P2 level issues and driven high business impacting issues via bridge-lines engaging relevant stakeholders
- Provided technical assistance during operational changes via both on-site support and remotely.
- Develop Operational manuals and Runbook for network procedures
- Reduced downtime in production environments through proactive monitoring and timely issue resolution.
- Trained junior engineers on standard operating procedures, contributing to a knowledgeable and skilled workforce.
Education
MBA - Leadership And Marketing
NMIMS
Mumbai, India07.2024
Bachelor of Engineering - Electronics and Communications
SDMCET,
Dharwad, Karnataka, India06.2008
Skills
- People Management - Excellent Leadership skills
- Customer Relationship Management (CRM)
- Network Operations Management
- Technical Support/Operations Management
- Continuous Service Improvement (CSI)
- ITIL Expert - KPI and SLA Management
- Project Management Professional(PMP)
- Lean Six Sigma Training
- Linux, Unix, Windows 10, Shell Scripting
- Strategic Planning
- Coaching and Mentoring
- Team building
- Performance Management
- Hiring & Onboarding
- Training & Development
- Power BI Reporting - Dashboard
Certification
- Certified ITIL Expert
- PMP Certified
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Kannada
Bilingual or Proficient (C2)
Konkani
Bilingual or Proficient (C2)
Timeline
Senior Engineering Manager
Microsoft India Pvt Ltd
01.2022 - Current
Customer Delivery Manager
Cisco Systmes India Pvt Ltd
01.2017 - 01.2022
Service Delivery Leader
Gemalto Singapore
01.2016 - 12.2016
Technology Service Specialist
Wells Fargo
07.2012 - 12.2015
Senior Support Engineer
Cognizant Technology India Solutions Pvt Ltd
07.2010 - 06.2012
Operations Engineer
Rhythm and Hues Studio
04.2009 - 05.2010
MBA - Leadership And Marketing
NMIMS
Bachelor of Engineering - Electronics and Communications
SDMCET,
- Certified ITIL Expert
- PMP Certified
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