Oct 2023 – Sep 2024 · 11 mos

• 📊 Driving Business Transformation for Cloud Native Data Protection
• Implemented strategies leading to a remarkable 40% reduction in TCO for Cloud Native Protection.
• Boosted Q3 and Q4 sales by 110% and 170% respectively, through sales strategy alignment.
• Secured a major partnership, resulting in a lucrative $million contract.
• Launched the industry's first least permission model for cloud-native data protection.
• 🚀 Rapid Success: Launching Anomaly Detection for Cloud-Native Security
• Leveraged machine learning for enhanced anomaly detection.
• Attracted over 200 customers post-launch, contributing to a 45% revenue increase.
• 🌐 Driving Product Awareness: 4-Day Roadshow Across India
• Proactively led a 4-day product roadshow across multiple Indian cities.
• 📈 Product Strategy and Cross-Functional Alignment
• Developed a 12-month cloud cluster strategy informed by research and advisory insights.
• Aligned leaders and engineers, focusing efforts on cloud cost optimization.
• Launched a product resulting in a significant 3x reduction in cloud costs.
• 🏆 Hackathon Winner for Best of Product Impact
• Won the Rubrik-hosted annual hackathon, securing victory in the best of the product impact category.
• 🌱 Initiative: Increasing Product Activation and Adoption
• Led efforts to align the customer success team, providing thorough product training and meticulous planning for executing the activation strategy.
• Initiated 223 targeted customer outreach efforts, resulting in 110 successful product activations. This highlights the persistent execution and positive impact of the project on customer engagement.
• 🤓 Putting Users First: Revolutionizing Cloud Native Protection with Empathetic Error Messages
• Reviewed 74 user-facing error messages and Knowledge Base articles, aiming for clearer guidance and enhanced user understanding.

Oct 2022 – Oct 2023 · 1 yr

May 2021 – Oct 2022 · 1 yr 5 mos

May 2020 – May 2021 · 1 yr

• Write complete and detail-oriented product requirements documents (PRD), ensuring clear communication of those requirements to the Product, Engineering.
• Identify new areas for product improvement by analyzing customer-reported problems and propose solutions through feature requests to product teams.
• Identify the usability & diagnosability gaps in the product and work with engineering & product to have them added to the product roadmap.
• Involved in the PRD review sessions during the Design stage to provide technical insights from a customer usability standpoint
• Lead the SaaS product customer success team located across the globe.
• Convert high-level customer product ideas into well-defined user stories to product teams using tools like wireframes & prototypes.
• Actively search for any issues or problems and fix them by working with product managers and the development team.

Jul 2019 – May 2020 · 10 mos

• Review the customer reported issues via the closed cases, feedback (ideas), Supportability Improvements and via other channels and identify the areas of improvement within the product (such as usability, ease of use, intuitiveness from customer standpoint) as well as from product backend functionality and debugging standpoint (such as better diagnostic tool, better logging/error messages etc.)
• Define and Document requirements by analysing the details and work with Global Support Management, Engineering and Product teams to channelize the feedback from conception phase to integration into the product
• Perform test case reviews for new features and functionalities. Identify issues early one with the product and provide timely feedback to engineering and product teams
• Active communication with internal and external key stakeholders
• Reporting of enhancements for better troubleshooting tools/steps within the product or outside of the product.
• Be knowledgeable and up to date with the latest changes in the product including new releases, features and functionality etc.
• Handle critical and escalated customer issues and provide necessary help and support to the team Support team members on customer issues.
• Create troubleshooting guides for the global support team consumption as well as for customers
• Provide technical training sessions to the team members
• Lead functional SME groups for a SaaS product within support

Oct 2018 – Feb 2019 · 4 mos

• As a Senior Technical Support Engineer, Handled one of the APAC Critical Customer accounts of Rubrik apart from Regular responsibilities.
• Managed Business critical technical Issues with high business impact and ensure faster remediation with the defined SLA.
• As the single point of contact is a trusted business advisor to Premier Support to customer providing valuable guidance around operations and optimization of their IT infrastructure.
• High level of coordination amongst various customer team of same organization, Rubrik Account Executive team and Customer Experience Manager (CEM).
• Goal is to provide value for money customer has invested in Rubrik service ensuring highest customer sanctification and Business expansion.
• Solve something unexpected working with Customer Teams and work closely with Engineering on the product enhancements.
• Develop technical depth by ensuring product improvement with Rubrik Engineering and Product team to meet customer business needs.
• Maintained a great relationship with customer as a Sr.Technical Support Engineer (SPOC), gains an understanding of the customer’s IT organization’s impact on overall business, their IT goals and pain points.
• Excellent follow up skills/discipline and proactively figuring out customer issues and addressing seamlessly.
• Directly worked on all customer critical issues to resolve quickly without any major outage.
• Determined technical improvements at direct interactions with customer and closely worked with Engineering and Product Management team to ensure the product enhancements are on road-map.
• Constantly worked with Customer Account Teams to understand the product Training requirements and as a Sr.Technical Support Engineer delivered multiple training to customer teams.

Dec 2017 – Oct 2018 · 10 mos

• Contribute to the effective and efficient handling of all levels of technical support cases from basic user questions to issues requiring more in-depth technical and problem-solving skills
• Listen to customer concerns and issues, uses appropriate troubleshooting and problem analysis techniques to isolate the root cause of the problems, and recommend / implement appropriate solutions to resolve the problem.
• Independently diagnose and resolve problems within our sphere of the customer environment
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal team
• Provide prompt and accurate feedback to customers
• Requires the individual to exercise excellent judgment, at a faster-than average pace, while paying extremely close attention to detail and courtesy
• Ensure proper recording and closure of all issues
• Interact with various internal teams such as escalations, engineering and facilitate communication between customers and other teams
• Contribute technical content to Rubrik’s leading Deployment Guides, Knowledge Base, FAQ’s etc..
• Developed multiple Knowledge Base Articles for Global Support Team and for Customers.

Sep 2016 – Dec 2017 · 1 yr 3 mos · Bengaluru Area, India

• Worked as Netbackup Administrator in CGI .
• Managing customer accounts for Backup and recovery process.
• Validating backup domain for better optimization.

Feb 2015 – Aug 2016 · 1 yr 6 mos · Pune,Maharastra

• Worked for Managed Backup services (MBS) at Veritas Technologies LLC.
• As a member of Managed Services member, managed multivendor data protection environments.
• Help Enterprise customers to minimize business downtime, simplify Data Protection, Data Management operational costs, improve compliance posture, and maximize the ROI of customer storage and data protection investments.
• Providing continuous data protection and recovery support for customer accounts.
• Consulting backup performance optimization to customer accounts.
• Proactive in preventing, predicting, evaluating and responding to potential problems.
• Problem Management – Root cause analysis.
• Managing Backup SLA of above 98% (as an enterprise standard).
• Planning, Configuring Data Protection for Windows, Unix, VMware, Microsoft-SQL, Hyper-V, Oracle and Microsoft -Exchange.
• Having a Strong Knowledge in Microsoft Exchange, Helped fellow members of the team with KT sessions on MS-Exchange and NetBackup for MS-Exchange.
• Worked on NetBackup appliance 5220,5230 & 5330.
• Provide assistance to the customer to diagnose environmental problems associated with the backup systems.
• Troubleshooting backup issues which include NDMP, Oracle, Exchange, Windows, UNIX & VMware.
• NetBackup configuration management and administration.
• NetBackup OpsCenter Support – Providing customer specific reports.
• Tape offsite management.

Jun 2011 – Feb 2015 · 3 yrs 8 mos · Chennai Area, India

• I worked as a Netbackup Administrator with Cognizant.
• Configured Ms-SQL ,VADP , Ms-Exchange backups.
• Performed Ms-SQL online DB restores.
• Having Knowledge on Ms-SQL 2005 ,Ms-SQL-2008 & Ms-SQL 2012.
• Configured NDMP backups for EMC celera and Netapp.
• Configured Ms-Exchange backups for 2010 .
• Performed Exchange DB restorations in DAG.
• Configured VMware servers into backups, supported Vsphere 5 for VADP.
• Performed recovery of VMs and supported granular recovery as well.
• Supported backup tape out as well as replications through AIR to DR.
• Managed tape vaulting process and offsite to inter and intra DR sites.
• Performed Monthly test restores of clients at DR sites.
• Supported NAS file share migrations .
• Supported DAS to NAS migrations.
• Supported for SOX backup audit and other customer internal audits.