Shobhit Agarwal
Senior Manager-II at Capgemini Engineering / Ex - Senior Manager, Global Technical Support at Ciena Communications
- Role
- Senior Manager -ii at Capgemini Engineering
- Location
- Delhi, DL, IN
- LinkedIn followers
- 500 followers
About Shobhit Agarwal
Result‑oriented Senior leader with 22 years of industry experience in establishing and…
Experience
Senior Manager -ii
Jan 2022 — Present · Gurugram, IN
Project 1 - Dell Technical support Working as a Project Director. Responsible for leading 24x7 Technical Support of 140+ engineers skilled on storage network platforms for Dell technologies customers.Responsible & Accountable for delivery of world class Technical Support to Global Dell customer base as per agreed SLA / KPI.24x7x 365 Support include various Dell products not limited to VNX, VNXe, EqualLogic, Compellent, Recover point, VxBlock etc. Managing customer escalations and driving towards corrective actions.Review and Maintain CSAT and drive proactive / corrective actions for improvement.Leading Weekly / Monthly / Quarterly business reviewTaking care of monthly financials - Billing, cost, margin etcProject 2 - Avaya Managed Services Program,Responsible for the smooth operations and overall health of $6M annual run-rate Managed services Program which is run 24x7 by the team size of around 120+ skilled Engineers and 6 Managers supporting various 3rd party products and cloud-based solutions.Leading Multi-dimensional Partnership supporting Day1 and Day2 services for Global customer coverage. Service include Implementation and Deployment support, Service transition and migrations. 24x7 Tier2 & Tier3 tech support, Change, Release, Preventive & Configuration Management. Taking care of financials - Manage P&L of the account, Budget and revenue forecasting etc. Operations Management - Hiring the right talent, Monthly / Quarterly operations review, Managing high visible escalations, developing solutions and process improvements, customer satisfaction and internal profitability, Regular town hall meeting and Program update
Education
Symbiosis Centre for Distance learning
PGDBA
2005 — 2007
IEC College of Engineering & Technology
Bachelor of Engineering - BE
1999 — 2003
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