May 2024 – Jul 2024 · 2 mos

Jun 2022 – Apr 2024 · 1 yr 10 mos

Aug 2021 – Jun 2022 · 10 mos

Oct 2019 – Jul 2021 · 1 yr 9 mos

Feb 2019 – Oct 2019 · 8 mos

• Holistic coordination between the customer and other Cloudera organizations across the full suite of Cloudera software deployment lifecycle.
• · Trusted point of contact for technical customer feedback to product management, engineering and sales.
• · Regular briefings on upcoming releases and roadmap.
• · Active coordination across third-party relationships (Tableau, SAS, Cassandra...) on behalf of the customer.
• · Coordinate triage and prioritization of customer questions and enterprise support tickets.
• · Quarterly business reviews of support activity and recommendations.
• · Fast-track escalations, identify trends and develop action plans to mitigate/avoid issues.
• · Root cause analysis reports on any Severity 1 incidents including recommendations to improve proactive management of deployments.
• · On-site support during critical phases of deployments, such as initial production rollout, to troubleshoot issues and minimize downtime (up to 10 on-site days per year).
• · Remote planning assistance for critical milestones including upgrade planning and for making the best use of new product capabilities.
• Security roles and responsibilities shall include the following requirements:
• i. implement and act in accordance with the organization's information security policies;
• ii. protect assets from unauthorized access, disclosure, modification, destruction or interference;
• iii. execute particular security processes or activities;
• iv. ensure responsibility is assigned to the individual for actions taken
• v. report security events or potential events or other security risks to the organization.

Aug 2016 – Oct 2019 · 3 yrs 2 mos · Bengaluru, Karnataka, India

• Technical Support Roles and Responsibilities
• Working on cases related to Streaming and Hadoop core components.
• Experienced in installing and upgrading HDP cluster
• Handling customers issues via cases created in salesforce
• Configuring and troubleshooting issues related components such as HDFS, Zookeeper, Yarn, Kafka, Storm, Spark, Ambari, Kerberos, SSL, Ranger
• Reproducing issues on test environments to confirm if issue reported by customer is hitting a Bug.
• Raising bugs to engineering team and working closely with them to provide a patch for it.
• Gathering technical knowledge by creating articles on newly encountered issues in a systematic way which includes below sections :
• 1> Title 2> Issue/Trace back 3> Environment 4> Resolution 5> Diagnostic steps 6> Root Cause
• Provide trainings on kafka and nifi.
• Performing product quarterly review and providing suggestions to engineering team.
• Conducting webex sessions with customers in order to resolve issues related to HDP services.

May 2015 – Jan 2016 · 8 mos · Pune

• Experienced in the installation, patching and upgrading Linux systems.
• Providing solutions to customers on issues related to components in Satellite 6 : Puppet, Docker, Foreman, Content management.
• Reproducing issues on test environments to confirm if issue reported by customers is hitting a Bug.
• Raising bugs to engineering team and working closely with them to provide a patch for it.
• Offering workarounds to customers if possible, to accomplish a specific tasks which would have been paused due to bug in product.
• Content Management / Patch Management.
• Puppet : Configuration of puppet agent and master, Assisting in puppet module deployment.
• Raising feature enhancement request in order to add functionalities in product.
• Worked closely with customers in order to understand their requirements in feature enhancement.
• Participate in testing when a new version of product is going to be launched.
• Gathering technical knowledge by creating articles on newly encountered issues in a systematic way which includes below sections :
• 1> Title 2> Issue/Trace back 3> Environment 4> Resolution 5> Diagnostic steps 6> Root Cause
• Advising best suitable ways in order to manage life cycle environments based on real time customer scenarios.

Sep 2014 – May 2015 · 8 mos · Nasik Area, India

• Analysing, reproducing and troubleshooting the issues related to R1soft backup faced by clients.
• Installation and configuration of R1soft backup according to clients requirements on dedicated servers, vps.
• Installation and configuration of R1soft backup on shared servers.
• Investigation and provided solution to solve issues related to abuse complaints.
• Conducted trainings on troubleshooting abuse complaints, r1soft configuration and related issues.
• Documentation of tasks and creating articles for future references.
• Investigation on spamming, phishing complaints and provide solution on it to avoid the same in future.
• Efficiently handled DMCA complaints by coordinating with client and the complainer.
• Completed multiple tasks before deadlines.
• Creative, attention to detail, well organized and has the ability to meet deadlines.
• Maintained and monitored Servers.
• Took immediate actions to resolve alerts related to server monitoring.
• Good knowledge on emagic [ in house product], deploy server in emagic, added server monitoring.