1. GOPALAKRISHNAN M
Contact No.: +91 – 9552537375, +91 – 20 - 66140201
E-Mail: manickam.gopalakrishnan@gmail.com
Seeking senior managerial assignments in Operations / Process Management with an
organization of high repute
______________________________PROFILE SUMMARY____________________________
• A goal-driven professional with over 20 years of IT experience including 13+ years in Leadership roles
across Customer Service, Technical Support and Service Delivery with extensive experience in building and
managing technical support operations for enterprise/consumer-oriented, high availability, 24x7
production environments in both small and large companies
• Strategic thinker with strong data mining/analytical skills and operational skills, demonstrated ability to
achieve stretch goals, Proven ability to solve problems in innovative ways, Strong project leadership skills
and planning, Background in the development and management of remote support groups
• Associated with Symantec Software Pvt. Ltd. as Manager – Technical Support and managing teams of Enterprise
Technical Support Engineers supporting Symantec product end users in APAC / EMEA / US regions during April
2006 till June 2, 2015
• Expertise in mentoring & monitoring the performance of team members to ensure efficiency in process
operations and meeting of individual & process targets
• Have a data driven approach, which has yielded results in multiple projects that was accountable viz
Backlog, Customer Satisfaction, TTR, JUMAR, Knowledge Management, Productivity, Quality etc.
• Skilled in ensuring teams’ progress by enhancing their skill sets, which would help to motivate the team and
keep them engaged & their ability to cater to wide areas of the products
• Proficient in building talent pool to ensure business continuity when critical positions become vacant.
Create and own the team’s capability and talent management plan, along with my peers to ensure proactive
capability building, talent pool creation and leadership pipeline development - function-wise.
• An excellent people manager with the ability to think out of the box and provide solutions for enhancing
operational efficiency, thereby contributing to revenue & business growth
_____________________________CORE COMPETENCIES___________________________
Process Optimization Resource Planning & Deployment Quality Assurance
KPI Management Escalations Management MIS Reporting
Shrinkage & Attrition Control Training & Development Stakeholder Management
SLA
_______________________PROFESSIONAL ENHANCEMENTS____________________
• Successfully completed MCSE & CNE Certifications
• Completed trainings on ONTRAC, SIX Sigma Green belt and COPC at Sutherland
___________________________SIGNIFICANT HIGHLIGHTS________________________
At Symantec Software Pvt. Ltd.:
• Instrumental in designing the KPI for the processes during the initial stage of this process
• Independently managed a large enterprise group of 70 Engineers without compromising on the productivity
and the customer satisfaction
• Successfully created awareness amongst the engineering counterpart, had a data driven approach to
effectively drive low TTR by augmenting Knowledge Base and enhancing the product. This helped us reduce
the overall TTR from a high 19 to 15 days.
• Increased customer focus amongst the team, with various initiatives like customer overall experience with
Symantec, third party issues (beyond the scope of support boundaries), issues resolved with low TTR, case

2. sampling/top issues amongst priority options which are complex, understanding customer behaviour
(customer region/severity of the case) etc.
• Engaged resources within the team, to bring down the overall backlog, which resulted in 20% in the overall
backlog. Some of the key areas that surfaced during the data analysis was complex options, TSE behaviour,
lack of customer response, customer engagement, time zone issues, poor case management (delta days),
leave of absence (hand off mechanism), overload, capacity planning, training needs, etc.
• Created new pathways in handling critical escalations delighting both customers/stake holders.
• Have had the best retention in comparison with other teams, by effectively engaging the team members in
all aspects (e.g. CDP, Value-add, Performance, Technical discussions, Technology awareness, used case
reviews (both open and closed)).
• Demonstrated excellence in connecting CFT (Customer Focus Team)/Engineering teams with Support,
creating new processes to proactively arrest priority escalations, reduce backlogs, sharing critical product
feedbacks affecting customers,
• Honour of winning the Director’s Trophy – Net Sat for my team for the FY’09 Q2
• Received Standing Ovation and other applause awards, for driving results in Customer Satisfaction, Backlog
and People management over the years.
At Sutherland Global Services Pvt. Ltd.:
• Led a Sales Program on the Tech front (SPOS) and moved Sutherland Tech as #1 on the enterprise
despite challenges
• Successfully exceeded client expectations in Legacy (PL) for 6 weeks in a row
• Achieved and exceeded client targets in Desktop Hardware Metrics
• Actively involved in the process of managing TCO - Escalation Process (Tier-II) which comes under the
direct purview of HP , maintaining all the metrics as per the client’s expectation
• Acknowledged for consistently achieving and exceeding clients’ targets in Desktop Hardware Metrics
______________________________WORK EXPERIENCE____________________________
Since Apr’06: Symantec Software Pvt. Ltd. as Manager – Technical Support
Key Deliverables:
• Leading 12 multi-skilled TSEs and Plus Appliance Teams and previously handled 4 Team Managers (65
FL/Sr. Engineers), 7 Team Leads and 2 Tech Coaches
• Managing responsibilities of internal consultant for the business and escalating upstream to address issues
which impact internal and external customers
• Assessing the skill levels of support organization personnel to ensure they are developing
• Ensuring effective engagement with direct reports, enabling employees to set appropriate career goals and
work towards achieving them
• Effectively engaged CFT/Engineering to bring about changes in the Admin guide (used by support as well as
the customer)
• Working as a part of SymQA team and engaging the Quality Team to bring about the desired results
• Preparing daily reports and monthly RCA (Root Cause Analysis) reports and communicating regular update
of Top Box Scores (CSAT)
Highlights:
• Besides managing my team, was also accountable in growing the Appliance Organization, by ensuring SLAs,
Satisfaction levels, reduced escalations, processes etc are met, up skilling the TSEs on latest release/patches,
which helped the appliance business to grow in Netbackup
• Played a key role in identifying and initiating new process, wherein frontline teams educate the customers about
the survey mechanism which kept us in healthy state
• Successfully published Q-block wise operational reports including Cases Closed, Productivity, Top Box,
DSAT, Backlog (Core + Option) which helped us to understand the volume vis a vis skill set challenges within
certain Q-blocks

3. • Imparted training to Managers/Shift Leads on tools usage viz. Symmetrics (Reporting Tool), Satmetrix
(CSAT Tool), Microsoft Excel, etc.
• Partnering with customers and ecosystem partners to develop process improvements and achieve business
goals.
• Recognised as People’s Person for having an “Accommodating Style” focused more on human relationships
which eased out many conflicting situations
• Coordinated with FL (Front Line) Engineers under SMEs to ensure increased participation on the
Knowledge Management front and achieved 91% participation in the month of December 2011 and have
remained 90% and above since then
• Conceptualized & implemented new process to counter Backlogs
• Played a key role in implementing a new process to address the Backlog: Case Scrub and Review, wherein all
cases > 10 days are scrubbed/reviewed by SMEs/Backline, to understand the progress of these cases and
work towards a faster resolution
Dec’01 – Dec’05: Sutherland Global Services Pvt. Ltd. as Operations Manager
Key Deliverables:
• Instrumental in driving COPC Metrics and was the only tech program to get certified Certification in COPC
and familiar with Table-F metrics
• Successfully & independently handled the Hardware Metrics for the entire Product line and displayed significant
change by implementing new internal processes upon analysis which brought cheers with the client
• Implemented Rev Gen Process (SPOS) on the tech front and achieved targets and brought in incremental
revenue for the company month on month
Support Projects handled
SPOS (RevGen)
Hardware Metrics (CSAT)
Backlog/Delta Days (Jumar)
Customer Satisfaction
KM - Creation, Linkage
Quality (SymQA)
TTR @
____________________________PREVIOUS EXPERIENCE_________________________
Jun’01 – Nov’01: Indcom IT Services, Chennai as Techno-Marketing Officer
1993 – 1996: Emitac, UAE as Sales/Administrative/IT Support
1992 – 1993: Zubair Electric LLC, Oman as Administrative & Secretarial Executive
1986 – 1991: Typist, Stenographer, Executive
___________________________________ACADEMICS_________________________________
B.Com. in 1988
_______________________________PERSONAL DETAILS____________________________
Date of Birth : 11th
December, 1965
Address : Park Street, D-101, Sapphire Park, Wakad, Pune 411 057
Languages Known : English, Tamil, Malayalam and Hindi