Kunal Shinde

Experience

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  IT SOURCE INDIA TECH. PVT. LTD.

  Aug 2004 - Mar 2005

  Customer Support Engineer (EPABX)

  Daily Operations:Working on Field for Customer Support for TATA TELECOM LTD. Providing first level support to clients at sites with Avaya Definity EPABX and Messaging Solutions.Implementing and Troubleshooting EPABX related problems.Providing Online Technical Support.

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  Reliance Petroleum

  Apr 2005 - May 2005

  Network Operations Center Engineer .

  Daily Operations:Solving Trouble tickets for a High end Automation Software used for automating “Reliance Petrol Pumps” . Troubleshooting issues related to Networking, Application and Database.

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  Avaya

  Jun 2005 - Aug 2014

  Business Planning Manager

  1) Instrumental in handling strategic projects related to operational productivity improvement, diagnostic methodologies and outsourcing.2) Work with cross-functional business stakeholders to understand future business needs are aligned with systems roadmap3) Identify systems opportunities for increasing revenue, decreasing costs, driving productivity, and improving operational effectiveness within an enterprise perpetual and/or consumer and subscription business model4) Identify solutions, evaluate costs and benefits, develop recommendations for systems enhancements, and develop a detailed project plans to track deliverables 5) Translate business processes and policies into clear business flows and systems requirements6) Engage technical resources to scope, assess and develop systems solutions that reduce complexity, ensure system integrity and data quality7) Accomplishing change management and operational readiness within the support delivery teams as their primary mentor.8) Evaluating business unit performance and recommending innovative approach to improve KPI performance.9) Collaborating and driving consensus within the global support delivery community.10) Maintained process consistency across the delivery units.11) Took initiatives and leveraged process benchmarks to quantify improvement initiatives.12) Documented project activities to ensure project deliverables met target timeline and budget objectives.13) Facilitated client-side business unit stewardship over regional hardware and software assets. Show less

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  Symantec

  Aug 2014 - Sept 2015

  Business Critical Account Manager

  1) Supports Services Sales with Business Development related to accounts that are assigned to the Engagement Portfolio2) Leading Service Delivery relationship for designated Local & Global Veritas Accounts3) Responsible for maintaining high Services renewal rate 4) Working closely with Sales to expand Veritas Product/Services Foot print in managed Accounts5) Responsible for the day-to-day Health & Welfare Benefits plan administration services provided by Veritas and is the primary client contact for multiple relationships6) Responsibilities as Implementation Project Manager include new client implementations, as well as the annual enrollment process for all clients assigned7) Other responsibilities include managing escalations, troubleshooting, issues identification and resolution, facilitation of meetings, inquiry tracking, customer reporting, and trend identification8) Managed multiple Annual Enrollment projects to completion by negotiating resources with a successful end result of being on time and on budget9) Led successful client implementation onto new Enterprise platform while managing tight timeline and limited resources.10) Conduct Quarterly Business Reviews for designated Local & Global Veritas Accounts11) Develop strong relationships with internal personnel in all functional areas of Veritas12) Proactively resolve technical support and product issues through technical support, engineering, and product management. Understand and communicate updates on open issues. Engage and manage resources when fly to site is necessary13) Proactively introduce cross services to customers to ensure optimal Veritas services penetration and anticipate preventative opportunities14) Ensure the official deliverable's of BCS are delivered to customers. Drive and maintain customer satisfaction levels to the highest levels and achieve official customer references from accounts15) Provide accurate and timely reporting to meet both internal and customer requirements Show less

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  Veritas Technologies LLC(Formerly Known as Information Management Business at Symantec)

  Oct 2015 - May 2020

  Business Critical Account Manager

  1) Supports Services Sales with Business Development related to accounts that are assigned to the Engagement Portfolio2) Leading Service Delivery relationship for designated Local & Global Veritas Accounts3) Responsible for maintaining high Services renewal rate 4) Working closely with Sales to expand Veritas Product/Services Foot print in managed Accounts5) Responsible for the day-to-day Health & Welfare Benefits plan administration services provided by Veritas and is the primary client contact for multiple relationships6) Responsibilities as Implementation Project Manager include new client implementations, as well as the annual enrollment process for all clients assigned7) Other responsibilities include managing escalations, troubleshooting, issues identification and resolution, facilitation of meetings, inquiry tracking, customer reporting, and trend identification8) Managed multiple Annual Enrollment projects to completion by negotiating resources with a successful end result of being on time and on budget9) Led successful client implementation onto new Enterprise platform while managing tight timeline and limited resources.10) Conduct Quarterly Business Reviews for designated Local & Global Veritas Accounts11) Develop strong relationships with internal personnel in all functional areas of Veritas12) Proactively resolve technical support and product issues through technical support, engineering, and product management. Understand and communicate updates on open issues. Engage and manage resources when fly to site is necessary13) Proactively introduce cross services to customers to ensure optimal Veritas services penetration and anticipate preventative opportunities14) Ensure the official deliverable's of BCS are delivered to customers. Drive and maintain customer satisfaction levels to the highest levels and achieve official customer references from accounts15) Provide accurate and timely reporting to meet both internal and customer requirements Show less

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  NICE Actimize

  May 2020 - Jun 2022

  Cloud Technical Account Manager

  Serve as the primary contact for the onboarding of new customers, the training of platform end users, as well as post go-live support.Partner with customer and Account Team to prioritize and plan customer engagements and programs across cloud workloads. Define outcomes to improve the health, performance, and business capabilities of the prioritized workloads to drive customer value realization. Orchestration, customer sponsor management, and stakeholder communication of prioritized engagements and programs.Track, escalate, and plan for the remediation of technical blockers and provide engineering feedback to further our product and solutions as appropriate.Work with the customers to ensure they are leveraging the solution and achieving success and engaging fee-based resources as necessary.Establishing a trusted adviser relationship that works to ensure customer’s overall satisfaction with our products.Assess program risks, anticipate challenges, and provide escalation management when necessary.Sustain business growth and profitability by maximizing value.Minimize customer churn.Delivering and communicating ROI for the customers, throughout the customer lifecycleUnderstand customer outcomes by communicating with customers, analyze customer health metrics, run NPS and gather other feedbacks.Represent the voice of the customer to provide input into every core product, marketing and sales process.Optimize existing processes within the company and actively enhance all Customer Success initiatives.Responsible for generating, analyzing and reporting customer data from various enterprise sources.Through a combination of expertise, analytics, tools and a deep understanding of customers' operating environment, TAM consults and provides deliverables aimed at mitigating risks and ensuring stability of the deployed Solution. Show less

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  Oracle

  Jun 2022 - now

  Principal Cloud Solution Engineer

  Built and maintained strategic CxO relationships, establishing a trusted advisor role with key stakeholders.Collaborated with clients to explore and define technical requirements, designing scalable solution architectures based on technical POVs.Maintained comprehensive customer reference architectures and provided strategic recommendations.Analyzed Oracle contracts and conducted in-depth customer research to provide tailored solutions.Scheduled and delivered technical POVs to customers, addressing questions and iterating on proposals as necessary.Documented high-level current architectures and mapped enterprise applications to industry capability maps in collaboration with Field CTOs.Developed optimization and modernization roadmaps aligned with customer strategic initiatives and Oracle technologies.Designed, executed, and presented POCs, supporting JEP processes and ensuring technical alignment.Provided high-level target state designs, finalized BOMs, and supported budgetary pricing.Delivered migration, tenancy creation, and go-live readiness services, facilitating smooth transitions and workload deployments.Created and executed change management strategies to ensure sustainable business transformation.Supported customers in aligning their business capability requirements with Oracle technologies.Collaborated with CPRs to identify sufficient POCs and finalized JEP processes, obtaining required signoffs.Conducted detailed technical documentation and supported internal hand-offs to delivery teams.Developed workload consumption plans, migration strategies, and go-live readiness plans for diverse customer needs.Built and maintained customer influence maps, identifying key stakeholders and influencing their decision-making processes. Show less