Built Long-Term Customer Partnerships :

I put the customer first and love interacting with them to help them succeed. I view them as partners, and this approach has fostered long-term professional relationships. Every company has a unique internal process for IT service management. Some require only an email for major migrations, while others need CAB approval for a simple password change. Here, my foundational ITIL knowledge comes in handy, allowing me to adapt to each customer's environment.

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Proactive Problem Solving and Collaboration :

During major incidents, I join customer calls and contribute to getting their business back up and running quickly. This has been my style since my field engineer days in NCR. Following the incident, I present the Root Cause Analysis (RCA) and, if necessary, suggest service improvement plans. At times, I may need to present the situation to GMs and C-Level executives to help them make informed decisions.

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Streamlining Processes and Boosting Efficiency :

Throughout my career, I've worked with various ticketing systems like Radiance in Satyam, IBS in Sun/Oracle, Jira & SNOW in BIAS, and Jira in OFSS. As a team leader, I focused on tracking tickets and finding ways to resolve them quickly. Once, I reduced a backlog of 200+ tickets to 40+ within 45 days, even with a steady inflow of 30+ daily tickets.My key observation is that over 30% of tickets were resolved but awaited a closing comment. By reducing ticket queues,I've seen morale improve and team members contribute more efficiently.

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Going the Extra Mile Builds Trust :

During my time as a field engineer (both in NCR & Sun) and as a TAM, I provided 24/7 rotational support. Regardless of whether the issue was directly our responsibility, I stood by the customer until resolution. I believe this commitment has earned their trust, leading them to consult me on commercial decisions like renewals and additional product purchases. As a TAM, I even recovered a lost customer renewal due to this trust.

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Service Account Management  :

While working as a field engineer in Sun, I held the additional responsibility of service delivery manager and partner manager for assigned accounts. I collaborated with delivery partners to improve on-field diagnostics and minimize part replacements. Additionally, by reviewing frequently requested parts based on installation base and failure rates, I worked with logistics to stock nearby warehouses, reducing turnaround time and improving system availability.

For customers experiencing frequent outages and hardware failures, I gave special attention. I assessed their environment (cooling, airflow, electrical connections, cable dressing), and based on observations, I would recommend corrective actions to improve availability and provide hands-on assistance with implementation. I was also the first point of escalation for any delays in resolving service cases and parts. I coordinated with Technical Support Engineers, product technical support engineers, and logistics for speedy resolution. Furthermore, I ensured timely communication with higher management when issues exceeded my decision-making scope or required further direction.

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Continuous Improvement and Risk Mitigation :

As an Advanced Support Engineer, I conducted quarterly assessments of assigned customer accounts and provided recommendations for improved reliability. I also executed planned DR drills to ensure business continuity during outages.

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Key Practices :

These are the core practices I've followed:

• Ownership: I take complete ownership of situations and stand with the customer until resolution/relief.

• Focus: I prioritize finding ways to bring production back up quickly.

• Escalation: I recognize my limits and engage management as needed.