Jan 2018 – Jul 2020 · 2 yrs 6 mos

• Managing and motivating a team of Support engineers.
• Monitoring team metrics on regular basis.
• Identify the competency or technical gaps in the team and improving them by having regular 1:1 with the team members
• Driving escalations for critical customers and/or cases towards faster resolution.
• Driving new initiatives to fix current gaps in the process.

Sep 2016 – Jan 2018 · 1 yr 4 mos

• Working and solving the issues faced by the customers using the internal ticketing system.
• Working primarily on the issues reported with HDFS, Oozie, Flume, Apache Kafka, Apache NiFi, Spark.
• Reproducing critical issues faced by customers to understand the customer’s environment and issue.
• Working with Engineering team for perspective bugs, to enhance the product and for permanent fixes for the customer environments.
• Working with BreakFix team, where a code walk is required to do a deep dive into the issue.

Feb 2016 – Sep 2016 · 7 mos

• Working with customer and the TAM counterpart.
• Escalate priority bugs to engineering after understanding the customer’s criticality.
• Understand customer’s end to end environment, which would in turn help in having a better idea of customer’s use-case and customer’s issues.

Jul 2014 – Feb 2016 · 1 yr 7 mos

• Working and solving the issues faced by the customers using the internal ticketing system.
• Working primarily on the issues reported with Hbase, Oozie, MapR-DB and MapR Core components like Warden, MFS, CLDB.
• Reproducing critical issues faced by customers to understand the customer’s environment and issue.
• Working with Engineering team for perspective bugs, to enhance the product and for permanent fixes for the customer environments.
• Working with Sustenance Engineering team, where a code walk is required to do a deep dive into the issue.
• Creating awareness among the team members regarding new issues and resolution by initiating ticketwalks.
• Testing the product beta and Pre-GA releases and identifying bugs for the product readiness.

Oct 2012 – Jul 2014 · 1 yr 9 mos · Pune Area, India

• Working and solving the issues faced by the clients using the internal ticketing system.
• Working primarily on File System and storage issues and secondarily on Red hat Cluster Suite.
• Reproducing critical issues faced by customers to understand the customer’s environment and issue.
• Analysing and troubleshooting issues related to remote file systems with help of tcpdump/wireshark.
• Creating awareness among the team members regarding new issues and resolution by initiating internal knowledge sharing session.

Jun 2010 – Sep 2012 · 2 yrs 3 mos

• Setting up of RHEV 2.2 and 3.0 to test features of Red Hat Enterprise Virtualization
• Configuring servers as per requirement such as apache, squid, DHCP etc.
• Implementing Red Hat Cluster Suite for configuring High Availability.
• Implementation of VMware environment and its administration (VMware ESXi4.1 and VMware View 5.1).