Dushyant Madan

About Dushyant Madan

Have over 23+ years of experience in successfully building and managing customer centric Enterprise Global Technical support centers with strong process improvement, communication and people management skills. Specialties: People Management,Operations Delivery,Client Management,Program Management,Service Level Delivery Management, Vendor Management, Hire and Attract Talent, Team Building, Cross Functional Collaboration, Change Management.Professional Certifications : CSP-M,CSM & ITIL v3 Foundation Technical Certifications : SCA - ADM201, MCP & EMCISARazorpay - Curently managing the Product Support Engineering group covering India, Malaysia & Singapore regions- Product groups covered Payments, Banking, Payroll, Engage - Current span of control is 50+ Product support Engineers which includes Leads, Sr Engineering Managers and Engineering Managers SALESFORCE - Currently managing the EMEA and India Developer High Complexity Service Cloud Developer support business at Salesforce- Current Span of Control is 80+ with 5 Managers and 5 Swarm LeadsSYMANTEC - Previously managed the Email Security & Endpoint Security Portfolio of Enterprise Products @Symantec.MICROSOFT - Previously managed the Windows Networking, Windows Reliability (Performance) & RDS POD Teams @ Microsoft.EMC- Prior to Microsoft worked with EMC & RSA (The Security Division of EMC)- Managed the BRS: Source One Email Archival & Backup team for over 2 years- Managed the RSA SecurID & EnVison support teams initially for 1.5 Years.HP: DESIGNATION: Sr.Team Manager @ HP JOB PROFILE Basic responsibilities – - People Management - Career planning / Skill up gradation - Rewards & Recognition - Mentoring,Training & Development Operations Delivery - Meeting all targets as per SLA – Csat, FTR, TPR, Aht & productivity - Training needs identification and intervention from Quality, V&A and Soft skills - Timely feedback and coaching to required Team leaders & other members - Developing & implementing ramp up plans for NPI (New Product Introduction)- Client Management - Analyzing and discussing performance with client on weekly calls - Mange and implementation of Pilot projects on tools and process improvements Responsible for Service Delivery which consisted of - Staffing & Scheduling - Real time service delivery - Managing leaves & Shrinkage - Capacity Planning People Engagement - Control Attrition- Employee Engagement- Training\'s

Experience

1. Associate Director, Product Support Engineering

   Razorpay

   Jan 2025 — Present · Bengaluru, IN

   Razorpay - Curently managing the Product Support Engineering group covering India, Malaysia & Singapore regions- Product groups covered Payments, Banking, Payroll, Engage - Current span of control is 50+ Product support Engineers which includes Leads, Sr Engineering Managers and Engineering Managers as well

Education

• Delhi University

  B.A, History Honours

  1996 — 1999

• National Institute of Sales

  P.G Diploma, Global Sales & Marketing

  1999 — 2001

• Delhi Public School Mathura Road

  10+2, Physics, Maths, Chemistry

  1983 — 1996

Skills

• Customer Support
• Performance Management
• Crm
• Itil
• Business Process
• Customer Retention
• Customer Service
• Networking
• Coaching
• Operations Management
• Team Mentoring
• Management
• Team Building
• Employee Engagement
• Incident Management
• Customer Engagement
• Enterprise Software
• Teamwork
• Customer Relations
• Outsourcing
• Team Management
• Cloud Computing
• Call Center
• Process Improvement
• Call Centers
• Service Delivery
• Mentoring
• Project Management
• Cross-Functional Team Leadership
• Business Process Improvement
• Mana
• Pre-Sales
• Transition Management
• Sla
• Troubleshooting
• Telecommunications
• Analysis
• Vendor Management
• IT Service Management
• Account Management