Usheer Fotedar

Customer Success Manager

Berlin, Berlin, Germany11 yrs 9 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Over 11 years of experience in SaaS and Healthcare IT.
Expert in building global support teams for customer success.
Proficient in managing high-uptime service environments.

Stackforce AI infers this person is a SaaS and Healthcare IT expert with strong operational and technical capabilities.

Contact

Skills

Core Skills

Support ManagementCustomer SuccessProcess ImprovementHadoop Systems EngineeringCloud Infrastructure ManagementTechnical Operations

Other Skills

AWSAnsibleApache KafkaAutomationChefClouderaCloudera ManagerCross-functional Team CollaborationCustomer Escalation ManagementCustomer SatisfactionDatabase ManagementF5 BigIPGitHubGithubHadoop

About

With over 11 years of experience in SaaS, Healthcare IT, and Telecommunications, I specialize in driving customer success through support management, cross-functional team collaboration, and customer escalation management. As the Customer Success Lead at Harness, I focus on enhancing customer service quality by building and managing global support teams and ensuring high service standards in high-uptime environments. In my current role, I create and implement scalable processes to maintain exceptional service delivery while monitoring both internal and external service metrics through KPIs. I am dedicated to fostering a customer-first mindset and enabling meaningful support for clients by establishing robust frameworks and round-the-clock support structures across time zones.

Experience

Harness

2 roles

Customer Success Lead

Promoted

May 2023 – Present · 2 yrs 10 mos · Berlin, Germany

Efficient customer advocate highly skilled at product improvement through technical support for the past 11+ years in SaaS, Healthcare IT and Telecommunication domains.
I can help you Improve and uphold customer service quality by building a driven team, always focusing on customer first mindset.
Build 24/7 follow the sun support model across different timezones with Global Team.
Create and implement processes from the ground up to enable high service quality.
Set the right frameworks to deliver consistent and meaningful support to the customers in high-uptime environments.
Monitor and drive internal to external service via KPIs and likewise also define KPIs around external to internal feedback.
Manage team performance, escalation matrices, major outage/incidents, create visibility, and increase service quality with continuous process improvement in technically demanding settings.

Support ManagementCross-functional Team CollaborationCustomer Escalation ManagementProcess ImprovementCustomer SatisfactionCustomer Success

Senior Software Engineer, Customer Success

Nov 2019 – May 2023 · 3 yrs 6 mos · Berlin, Germany

Cerner corporation

2 roles

Senior Hadoop Systems Engineer(ProdOps)

Oct 2018 – Oct 2019 · 1 yr · Bengaluru, Karnataka, India

Hadoop Systems Engineer

Sep 2016 – Nov 2019 · 3 yrs 2 mos · Bengaluru, Karnataka, India

Currently working as Hadoop systems engineer handling Critical Healthcare Services
o Keep the Big Data Platform up-running and getting right data at right time for analytics
o Working closely with all analytics team to make sure we are getting the right data and
build big data platform accordingly
o Building scalable distributed Hadoop Clusters in Dev,Staging and Production env
o Deployments, Maintenance and Up-gradation of clusters and nodes
o Managing Hadoop Clusters(ecosystem) CDH 4.x and CDH 5.x
o Managing Hadoop Clusters in AWS with automation via Terraform
o Monitoring and Troubleshooting of Hadoop clusters using Cloudera Manager
o Oncall Support for Production clusters
o BSA Provisioning of Physical servers and VM ‘s
o Handling Hadoop Infrastructure using Chef
o Hands on experience on GITHUB
o Working with network and load balancing tool F5 Big IP to create virtual server for
wildcards and non-wildcards for the traffic routed to the applications
o Adding and extending disks on the RHEL virtual machines using vSphere
o Exposure to collaboration tools like JIRA.
o Created Automation for Monitoring and Alerting of CDH5 Clusters Resource
Management
o Monitored the servers using New Relic and zabbix by creating alert policies and
conditions as per the application requirement.
o Source code management with GitHub Command line and UI to add, commit and push
codes from/to repository.
o Have also worked on Chef for configuration Management in Linux systems .

HadoopAWSTerraformCloudera ManagerGitHubChef+2

Onmobile

Operations Engineer

Feb 2016 – Sep 2016 · 7 mos · Bengaluru, Karnataka, India

Handling CVAS service for Telefonica Spain(Creating and managing Services) and Base migrations.
Handling RBT service for European Telecom Operators(TIM Italy, Vodafone Spain)

Spice digital

2 roles

Technical Operations Engineer

Jul 2015 – Feb 2016 · 7 mos

Handling Vodafone South/West Hub USSD/SCL, VAS Services:
Providing L1/L2 support for Vodafone VAS Services(IVR, USSD) for South HUB
(KAR,KER,AP,TN,CHN) circles to ensure the smooth running of all services.
Providing remote support for Vodafone VAS services(IVR,USSD) for West HUB.
Managing VAS services like SCL(Secure Caller List), VCHAT, Live Aarti, Learn
English, World Space Radio, RED FM .
Providing 99.9% uptime for all services.
Managing centralized billing database for PAN India Vodafone VAS services billing.
Working as a single point of contact (SPOC) for the client and different teams.
Regular Health check reports of servers(like CPU, memory utilization, disk space
,load average, E1 utilization antivirus updates etc)
Testing of Live services on daily basis and troubleshooting if there is any issue and
analyzing logs or escalating the issue to central ops/media/development team as per
requirement.
Responsible for troubleshooting various Hardware, software, network issues
Installation and Configuration of Dialogic Media cards like DMV,NMS Cards.
Monitoring ,Troubleshooting and Configuration of E1’s and ss7 links
Windows(2000 & 2003 server) and Linux(RHEL & CENTOS) server support
Installing Operating System(window & Linux) with required packages and software’s.
Installation and Configuration of RAID,LVM,SSH,TELNET,FTP,YUM,NFS. Enabling
and disabling services in windows and Linux.
User account management creation, deletion and assigning permission
Performing Planned Activities.
Monitoring logs Analyze traces as per requirement.
Coordination with Client for solving issues and implementation of new services.
Database management by running queries.
Providing data backup and scheduling tasks.
Daily QRC regarding activation, deactivation, billing, and closing in SLA
Daily, Weekly, Monthly Reports Generation.