Manager Customer

Vikram Nagarajan

**** ***** ***** - *******, ** *0041

678-***-**** - adb017@r.postjobfree.com - www.linkedin.com/in/vikramtn

Senior Director / Executive

Business, Technology & Product Portfolio Transformation - Product Ideation, Development & Launch - Strategic Planning - Technology & Matrix Team Leadership - Change Management - Agile Methodologies - P&L

Leader with fifteen years of success in utilizing competitive and market-leading strategies to grow top and bottom-line performance; penetrate/expand customer reach and solutions; and shape best practices to foster innovation, efficiency and customer satisfaction. Relied upon by leadership to build nimble teams, processes and systems to exceed company goals and customer expectations year over year. Remove roadblocks, build bridges and foster real-time collaboration, delivering on laser-focused goals and timelines. Creates sustainable revenue pipelines and grows market share, executing successful product strategies from inception through operational maturity. Maximizes and optimizes operating margin and net income by owning and eliminating organizational, portfolio and product backlogs.

Career Synopsis

GE Digital, Atlanta, GA 2017-Present

Business Unit of General Electric Company, primarily offering edge to cloud-based hosting and analytics, service management, cybersecurity, digital twin and industrial machine learning technologies.

Director, Internal Hosting Product, Engineering and Operations

Designing and building Azure landing zones for GE for migrating & modernizing for all GE business workloads into Azure. The consumption is between $50 to $100 Million for 2020

Was reporting to the Senior Vice President of Hosting, leads three product Windows, Virtual & Citrix of internal hosting with revenue of $500 million annual revenue. Accountable for service level objectives for reliability, availability, performance, and resource utilization, using automation and data analytics to achieve cost goals. Currently building new hosting solutions

Expert in Private Cloud, Software Defined Data Centers (SDDC), Containers, OpenStack & Public Cloud – AWS

Defined new platform features and built next generation Private Cloud and built 5000+ workloads in 8 months

Increased customer satisfaction 10 basis points, in two consecutive years.

Achieved 200% increase in service speed and performance.

Reduced time to resolve (TTR) from 4+ hours to less than 15 min; increased uptime from 60% to 98%.

Cisco Systems Inc., Atlanta, GA 2011-2017

American multinational (NASDAQ: CSCO) that develops, manufactures and sells networking hardware, telecommunications equipment and other high-tech services and products. #1 provider of video broadcasting suite & solutions.

Director (2011-2013) Senior Manager (2014-2017)

Built interactive TV products, IPTV solutions and services for global multiple service operations (MSO) which attracted new customers, retained current customers and increased revenue. Managed multiple product development and programs for video gateway and IPTV from market study, UX design, product strategy, development and deployment. Articulated vision, goals and features to teams and stakeholders. Led agile transformations of global groups of up to 1,200 through training and coaching.

Generated $75 million revenue at a profit margin of 45% by delivering new products.

Reduced product introduction cycle from three years to six months.

Generated $5 million in new revenue for Cisco and upwards of $10 million to the customers through the successful turnaround of new product development and the revolutionary launch of IPTV.

Produced $25 million annually in new revenue, with $40 million revenue benefit for customer. Built COE with 150 team members.

Technology used: OpenShift running on Bare Metal & OpenStack; K8S, DevOps, monitoring for STB and phone applications.

Landis+GYR, Delhi, IND 2011

Publicly traded, multinational corporation with 45 subsidiaries in over 30 countries that makes meters and related software for electricity and gas utilities.

General Manager – Europe, the Middle East and Africa

Owned smart energy meters development with 2G, 3G and Zigbee communication modules and backend ecosystem for EMEA. Feature definition and delivery included Zigbee stack, hardware redesign, meter development, solution integration and delivery. Handled hardware development (design to delivery), certification, and new product introduction.

Saved $7 to $9 per meter, $750K annually in Capex, by delivering two-way smart energy meters and system in six months, including the system around a smart grid and full redesign of meters.

Generated $30 million a year through new product development, management and delivery.

Drove $10 million cost reduction by reviewing and optimizing software development cycles and hardware processes.

Led organization for CMM Level 3 certification, enabling market entry to Asia and 15% efficiency increase in engineering/production.

Cox Communications, Atlanta, GA 2005-2011

Privately owned subsidiary of Cox Enterprises, providing digital cable television, telecommunications and home automation services.

Manager Video Products (2009-2011); Systems Engineer (2005-2009)

Responsible to identify video products, develop and deploy interactive solutions for next generation gateways in Cox markets. Handled video product strategy definition and development of next generation products, market analysis, technology choice, vendor selection, and solution delivery. Owned and executed RFP, RFI, SoW, vendor management, hardware procurement, budgeting and CAPEX planning. Migrated to next generation interactive solution over centralized architecture (early Cloud) by performing data modeling, network modeling, network design, solution development and deployment.

New services attracted between 5% to 10% new customers and reduced churn up to 6%. With new customers, ARPU (Average Revenue Per Unit) increased 60% ($12).

Reduced Capex from $3 million to $0.5 million and operations cost by $750K a year in each site; 24 sites were served by Cox. Designed and deployed centralized video platform, video security standardization and streamlined field support.

Increased new customer base by 8%, by developing and utilizing new technologies like DSG and OCAP / Tru2Way, TiVo, and EBIF solutions for OnDemand, multiroom DVR, interactive services and home networking.

AT&T (Bell South), Atlanta, GA 2004-2005

System Analyst

Market and product research in building IPTV solutions (hardware, middleware and client software), prototypes and video plug-ins for IPTV solutions. Researched different parts for IPTV video solutions from open source, startup, new products and emerging technologies to architect and build AT&T’s solution.

LG Electronics, Bangalore, IND 1999-2004

Team Lead & Senior System Analyst

Led product development of smart phone and gateways with Bluetooth Protocol, OBEX profiles for PDA, uPNP & WAP. Products were visualized and developed for HP, SES Astra, ATI, LG STB, LG Phones and LG Consumer Business. Drove CMM and ISO quality control to develop products with great quality and market acceptance. Led project and organization to certify organization for CMM level3, level5 and ISO. Customer expectation was exceeded in features, timelines and services, without compromising cost and team morale.

Saved $30 million in royalty cost by introducing new applications in phones and STB.

Cell phone sales increased 12% with applications and market penetration in emerging Asian market. Certified company for ISO 9000 & CMM Level 5.

Expanded into new markets like cell phones, web pads and compact players, building technology competence and leadership in Bluetooth, WAP and consumer devices.

Successfully developed new products for new markets, winning internal awards for three consecutive years.

Education, Training & Certifications

Georgia State University, J. Mack Robinson College of Business, Atlanta, GA

Executive MBA

Bangalore University, Bangalore, IND

Bachelor of Engineering degree in Computer Science

GE: Leader Development Training

LG Corporation: Future Leader Training

Landis+Gyr: Leader Development

Blackbot: Blackbot Product Management; Cynefin: Framework for Decision Making

Scrum Alliance: Product Owner, SM & CSPO & Scrum Master Certifications; LG: Six Sigma Certification; CMM: CMM Level 3 & Level 5 certified

Society of Cable Telecommunications Engineers: Member & Presenter

LG: Best in Customer Satisfaction award winner 2001 & 2002

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