Hemant Verma
- Role
- Director of Technical Services at Majesco
- Location
- Raleigh-Durham-Chapel Hill, NC, US
- LinkedIn followers
- 500 followers
About Hemant Verma
With over two decades of leadership in Technical Services at Cisco, Hill-Rom, and…
Experience
Director of Technical Services
Aug 2021 — Present
Building, developing, and managing virtual team of global support managers and professionals that provide high-quality 24/7 customer support, meeting defined Key Performance Indicators (KPI’s). Created team infrastructure from blank page, recruited managers for Policy, Billing, and Claims; in turn, hired and transitioned 100+ employees internally from US, India, and Canada. Transitioned customer service from LANDESK to ServiceNow and onboarded 80 customers within 3 months, migrating entire client base by 1Q22. Led Support Organization evolution by building Premium Support for 20 customers. Organized Premium Support professionals into teams of Analysts, Developers, Testers, and Technical Leaders. Led transition of customer accounts from Delivery/Implementation to Support while maintaining a Customer Satisfaction score of over 4.7 on a scale of 0 – 5.
Education
Jabalpur University
Bachelor of Engineering - BE, Electrical, Electronics and Communications Engineering
UNSW
Master of Science (MS), Telecommunications Engineering
Duke University - The Fuqua School of Business
Master of Business Administration (MBA), Business Administration and Management, General
Skills
- Ip
- Management
- Customer Service
- Cloud Computing
- Leadership
- Tcp/Ip
- Network Design
- Cisco Ios
- Cisco Systems Products
- Change Management
- Service Delivery
- Saas
- Cross-Functional Team Leadership
- Cisco Technologies
- Security
- Routing
- Strategic Planning
- Troubleshooting
- Networking
- Data Center
- Project Management
- Unified Communications
- Virtualization
- Vendor Management
- Technical Support
- Telecommunications
- Integration
- IT Strategy
- Project Planning
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