Single Point of Contact for critical Escalations for various VMware Products and Key Customer Accounts.With active engagements on Premier Customer accounts, the product escalation management for various VMware Products covered complete grip on escalated issues during entire Escalation Lifecycle.VMware Cloud on AWS Incident Management as latest offering by VMware.Helping customers to resolve complex issues with help of collaboration with Support, Engineering, Product Management, Professional Services and Pre-sales/Sales team.Driving the escalation and incidents with active communication covering progressive updates for internal as well as external stakeholders.Present the high visibility escalation status and CSAT, MTTR to internal executives.Manage to get lowering trends of escalations as well as improvised MTTR with collaboration and communication.Drive Post-escalation reviews, Premier Account blocker issues and improve efficiency.

Customer Account Management is Customer Success program of VMware for Critical Situation Management for key reference customers from different regions.Driving these key account engagements end-to-end for customer satisfaction is goal of this Program. Critical escalations and non-escalated priority engagements such as new product deployment assistance or runbook reviews helped these customers to get best user experience of VMware Products.As part of the CAM and Escalation Process customer satisfaction is ensured for multiple issues and step-by-step approach with progressive updates on action plan.Typically very large scale deployments and SDDC management is achieved during this program for various reference customers as success stories.

Ownership of Plan, Execute and Deliver quality engineering deliverable majorly for Vmware vSphere Installation, Upgrade and Patching along with some key Product Features in vSphere 5.x and 6.x.Led a mid-size team for vSphere Update and Patch releases for end-to-end release planning, execution and retrospection.Conduct regular scrum and periodic team meeting to review individual execution progress and monitor release performance for further reporting.Cross-BU engagement meeting and Global team Metrics/KPI reviews.Own and Review Go-NoGo for update releases with Release Management and Product Management.Plan and execute to own robust Interoperability and Compatibility of Vmware SDDC Stack.Engage on customer issues Repro effort and customer calls for critical showstopper issues. Driving End-to-end customer scenarios repro and ix validations.Release dogfooding for internal customers and Release retrospection.Involve in critical feature readiness activitiesAccountability for Day0 Release Readiness for Product NoDOA of upcoming major releases

VMware Workstation and Fusion:Working experience on VMware Workstation 5 & 6 releases as Software EngineerDeploy and test VMware Fusion product functionalityMentor new members of the teamWrite test plan and track execution report on weekly basisVMware ESX and ESXi:Work with ESX 2.5 release Server QualificationESX and ESXi testing for Packaging, Deployment and Patching, Test experience of HP Flex10 Network Switch qualification for ESX and ESXi release.Test plan development, review and feedback, execution activitiesKnowledge Transfer sessions with multiple test and development teamsReporting and monitor component execution status every day

Learning Quality Assurance concepts and Network Attached Storage Deployment.Adherence to Product & QA processesQA planning, Automation Scripting and Execution as per client requirementExecution Reporting, Adhoc testing, Status presentation to customerWorked on NetApp's NAS Management software project.