Praveen Varma

About Praveen Varma

Experienced leader in Enterprise Technical & Application Support and Service…

Experience

1. Engineering Support Manager

   Confluent

   Apr 2023 — Present · IN

   Foster Customer Centric approach with our end users while being a trusted advisor and business partner- Deliver an efficient IT support service in line with ITIL best practice guidelines & continuous process improvement- Work collaboratively with key stakeholders and cross functional IT teams as part of larger IT organization- Manage the Technical support team responsible for triaging, prioritizing and managing the resolution of all Confluent Kafka services across the global enterprise for end users- Motivate, lead and develop a team of diverse individuals with a variety of experience levels and skill sets- Ensure Customer Satisfaction and manage critical incidentsKey Skills- Management of highly technical teams with global distribution- KPI and quality management- Identify process and tooling inefficiencies- Successfully develop and maintain strong customer relationships- Identify and develop top talentQuick view on the achievements till date- Implement a strategy for teams to deliver world class services to high performing/ high paying customers keeping them unique- Help create and build strategies around the teams going into a full Skill Based routing model- Identifying opportunities to improve the modelling around weekend support with a data driven approach- Led Process improvement while redesigning Knowledge Base

Education

• Prin. L.N. Wellingkar Institute Of Mgt. Develop

  Master of Business Administration (M.B.A.), Business, Management, Marketing, and Related Support Services

  2014

• Visvesvaraya Technological University

  Bachelor of Engineering - BE, Mechanical Engineering

• Singhania University

  Bachelor of Science - BS, Computer Science

• Indian Institute of Management Bangalore

  EMBA, EMBA

  2011 — 2012

Skills

• Itil Process
• Customer Experience
• Vendor Management
• Servers
• Itil
• Hdi
• Itil Intermediate (Service Operations)
• Requirements Analysis
• Cloud Computing
• Server Monitoring
• Microsoft Sql Server
• Service Management
• Enterprise Software
• Enterprise Architecture
• Business Continuity Planning
• Crystal Reports
• Asp.net
• Pre-Sales
• Prince Practitioner
• Application Support Management
• Escalations Management
• Project Management
• Saas
• Abcp
• Quality Assurance
• Service Delivery
• Technical Support
• Sdlc
• Iis
• Manual Testing
• People Management