Sumesh S
About Sumesh S
Sumesh S is a Technical Support Manager at Barracuda in India, with a background in network support and a strong educational foundation in Information Technology and Business Administration.
Technical Support Management at Barracuda
Sumesh S currently holds the position of Technical Support Manager at Barracuda in India. In this role, he manages a team of up to 15 engineers, ensuring the smooth operation of daily tasks. His responsibilities include handling management escalations and undergoing internal technical product training to improve customer experience. Sumesh focuses on maintaining high performance levels for customer service metrics such as call answer rate, call quality, and customer service ratings.
Previous Experience at Netwing Technologies
Before joining Barracuda, Sumesh S worked as a Network Support Engineer at Netwing Technologies. From 2015 to 2018, he was based in Kerala, where he gained valuable experience in network support. During his three-year tenure, he honed his skills in managing network-related issues and providing technical support to clients.
Educational Background in Information Technology and Business Administration
Sumesh S has a solid educational foundation in both technology and business. He earned a Bachelor's Degree in Computer Applications from Kannur University, completing his studies from 2008 to 2011. Furthering his education, he attended Annamalai University from 2012 to 2014, where he achieved a Master of Business Administration (MBA) in Information Technology.
Team Development and Coaching
As a Technical Support Manager, Sumesh S is dedicated to the development and coaching of his technical team. He provides individual coaching on technical behavior and constructive feedback. His approach includes improving individual skill sets, building a proactive mindset, enhancing case management and technical skills, and improving overall communication. He also trains Team Leads on various aspects, including communication, setting clear expectations, coaching, delegating tasks, making hard decisions, and taking responsibility.
Operational Process Improvement
Sumesh S is actively involved in managing and improving operational processes, policies, and systems to support the organization’s mission and enhance efficiency and quality. His role includes creating reports and metrics required by the organization, as well as fostering a customer-focused culture among technical staff. Through his efforts, he aims to enhance team performance and ensure the delivery of high-quality technical support services.