Manish Rajdev
Technical Support Manager at Palo Alto Networks
- Role
- Partner Support Manager at Palo Alto Networks
- Location
- Fremont, CA, US
- LinkedIn followers
- 500 followers
Experience
Partner Support Manager
Oct 2013 — Present · Santa Clara, US
Developed and led the Partner Program managing outsourcing partners providing Tier2 Technical Network Security Support for Palo Alto Networks customers with an annual spend of 7M+ USD and staffing of 140+ engineers• Secured company executive sponsorship for Partner Program and conducted quarterly business reviews of key performance indicators for company executives• Won kudos for achieving 100% scores in Industry recognized TSIA audit for support excellence and driving high quality Tier2 support from our partners at lower cost • Collaborated with executive management to enhance and execute partner strategies for outsourcing, including on-boarding and off-boarding partners.• Drove partners to deliver World-Class Customer Service to Palo Alto Networks customers by ensuring staffing for 24x7 support, hiring of partner engineers, facilitating engineer technical training, and building strong working relationships with our partners• Evaluated partner needs and drove partners to successfully beat key performance indicators over multiple quarters• Designed and implemented new support processes and ensured adherence to these processes by partner engineers • Negotiated favorable contract terms for new support organization requirements • Rolled out Support Organization wide processes regarding how to collaborate with VMWare on Support Engagements• Collaborated and led RFP process to choose second partner to mitigate risks• Developed a career path for performing senior partner engineers by advocating for their transition to Palo Alto Networks
Education
Bombay Institute Of Technology, Mumbai Area, India
Diploma
Skills
- Network Security
- Routing
- Virtual Private Network (Vpn)
- Outsourcing Management
- Program Management
- Firewalls
- Network Architecture
- Operations Management
- Customer Support
- Internet Protocol Suite (Tcp/Ip)
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