Feb 2022 – Apr 2023 · 1 yr 2 mos · Pune District · Remote

• Lead a team of 10 Senior & Principal Engineers, Subject Manager Experts and support customers primarily on Development Tools product suits - BitBucket, Bamboo, FishEye & Crucible
• Close collaboration with multiple teams including Engineering, QE, Customer Advocates, Enterprise Advocates to resolve customer raised issues
• First point of contact for Escalations for EMEA DevTools product suite
• Close collaboration with Solution Architects and Technical Account Managers for product migrations & deployments
• Help guarantee customer satisfaction, product quality, and ongoing customer success with Atlassian products. Working with team to ensure service levels, support quality, and customer satisfaction targets while being an important driver for product improvement, application performance and corporate change.
• Participate in customer-facing calls communicating progress updates, action plans, and resolution details. Assisting team to navigate customer priorities and setting expectations.
• Coordinate root-cause analysis and fixes for complex issues and customers while providing a quality experience, bringing new and improved support methodologies to Atlassian. Creating a wide and loyal customer base to the Atlassian products and brand.
• Focus on team coaching, skill uplifting, SOP improvements, delivery quality, transparency, analytics and developing teams.
• Partner with global peers in aligning the strategies and work within the broader ecosystem of Team Leads and Managers to improve the department and corporate operational efficiencies.
• Work on global and scalable frameworks and methodologies that are comprehensive from concept through adoption, scale, and maintenance.
• Collaborate with EMEA Talent Acquisition teams on building talent pipeline and hiring right candidates

Oct 2018 – Feb 2022 · 3 yrs 4 mos · On-site

• Manage Customer Escalations on Openshift (PaaS) communicating & collaborating with multiple internal teams and maintaining customer relationship.
• Lead 2 Independent teams - Managed Services & Software defined storage (SDS - Ceph). Managed the manager of the SDS team in AEST & IST
• Advised Senior Leadership of any developments and action plans
• Set customer expectations and provided updates regarding troubleshooting and resolution action plan in external communications.
• Analyzed escalation trends and produce strategic recommendations to proactively addressed systemic issues.
• Maintained discipline and regular communication with accounts, from C-level executives to front line administrators, while building credibility through timely action and responsiveness during the account escalation
• Work closely with multiple engineering teams around the world to build a team with deep technical knowledge of the core parts of Red Hat's Kubernetes distribution
• Manage distributed team developing tools and operators to provision clusters, perform upgrades, develop automated recovery scenarios, and manage incidents.
• Engage with Solution Architects, Partners, TAMs, Consultants to understand the complex customer used cases and work on strategic planning
• Worked with the SRE (Site Reliability Engineering)teams to finalize deployments on AWS and Microsoft Azure. Worked with engineers to understand issues that comes up on the Openshift Hosted environments and contribute on issue resolution to execute the Openshift deployment

Apr 2016 – Sep 2018 · 2 yrs 5 mos · On-site

• Coordinate cross-functional teams through meetings and progress measurement activities which bring distinct, specific escalations to completion in a timely manner
• Single Point of Contact for the large Enterprise Support team and for all Exec level communication
• Perform regular updates to Unified Escalations Lists entries for the assigned situations in a manner which is consistent for the intended audience Support Delivery, Sales and C level Execs.
• Perform mentoring and coaching that allows a stakeholders to continue to manage the escalation situation, while enhancing their soft skillset
• Be the local focal point to receive and address process improvement recommendations
• Be the local focal point for questions on processes and procedures
• Assure that the quality of case contents and management meet internal standards
• Prepare and present RCA document to the exec management & to the customer

Feb 2011 – Mar 2016 · 5 yrs 1 mo · Pune Area, India

• Working as Application Support and Consulting Support manager providing support on BCM & DR Tools like Assurance CM, Assurance NM, LDRPS, BIA.
• Lead & Manage a large team working on IT Services, Customer Support & Application Support groups and also providing technical support & BC (Business Continuity) & DR consulting services to customers (24X7)
• Improved Productivity & eliminated redundancies by instituting new support & training procedures that were implemented across the organization. Monthly reporting to BU
• Primary interface for Global Management with regards to customer escalations and prioritize and stimulate escalations with Continuing Product Development (CPD) to ensure visibility, traction and ultimate closure.
• Knowledge Base creation and maintenance
• Interact with the US Product Management, Account Management teams, Global Support team & Service Management teams and ensure apt resources have been allocated and PR’s are being actively handled
• Manage the Quality Assessments on Incident Resolution and provide feedback to the support engineers
• Proficient in tools like LDRPS, BIA, NotiFind, Assurance - CM, Assurance – NM, Incident Manager, Service Now, SalesForce & WebTimesheet.
• Conduct performance appraisal for the team members
• Possess strong technical skills on Windows environment and intermediate skills on RDBMS
• Provide Hosting Services for Production, UAT & Test environments
• I. Monitor the Production and UAT servers
• II. Monitor the services associated to the applications & activities of firewall

Nov 2009 – Apr 2010 · 5 mos · Bengaluru Area, India

• Worked as an Operations leader planning and executing Customer Support operations for iYogi Business Solution
• Lead a team of 20 customer service engineers and supported customers with iYogi service contracts
• Oversaw and managed the implementation of Email & chat support after phone support
• Coaching & training for the staff on policies, procedures
• Initiated and maintained the Knowledge Base tree
• Worked directly with senior management to create department’s objectives.
• Created customer-oriented Web Portal for technical guidance and FAQ, which dramatically reduced call center’s wait time
• Remarkably improved efficiency in all facets of Tech Support, including decreasing time of inbound calls, time spent per client, and internal documentation

Nov 2007 – Aug 2009 · 1 yr 9 mos · Bengaluru Area, India

• Worked as a System Analyst, implement web based product called BR Net and worked in pre-sales department
• Implementation, Training & Support of BR Net (Banker’s Realm) – web based software application for core banking
• Pre-sales and Demo of the software application and complete Gap Analysis
• Work with the Product Management & DEV team to finalize the functionality requirements as found on Gap Analysis
• Initiated Time- Workflow mechanism for improving the staff utilization (JIRA)
• Conduct soft skill training for different teams
• Project Summary:- “BANKERS REALM” (BRNet) is a Core Banking product helps the Banks to maintain all transactions of Head Office and all its Branch Offices. This product maintain the following details such as Client details, Account details of Particular Client, Loans, Group Loans, Fixed Deposit, Bill Discounting, Money Market etc. I developed the Microfinance concepts

May 2004 – Dec 2007 · 3 yrs 7 mos · Bengaluru Area, India

• Worked as a Technical Support Engineer and later on as Advanced Resolution Expert providing Software & Hardware customer support
• Hardware & Software support to customer owning Dell products like desktops, laptops, printers, modems etc
• Consumer hardware and corporate early life support
• Customer care support for customer issues involving rebates and hardware exchanges
• Handled XPS premium support and also worked as mentor for new hires
• Handled all forms of customer support like Phone support, Chat and Email support