Chandan Save Email & Phone Number

Greater Boston Area

• Establishing team goals, mentor team members, and providing overall technical direction. Build productive business relationships with Customer Success, Product Management, Account Management and Sales. Work closely.
• Hired, mentored and managed a team of highly qualified Principal & Senior engineers
• Managed and participated in multiple initiatives - Highlight "bigger picture" and influence systemic product development - Improve ability to troubleshoot and identify problems in the product - Coordinate analysis and.
• Moved to Agile to allow better management of team resources and shifting priorities
• Instituted processes to ensure reliable and timely 24x7 Engineering engagement
• Promoted culture of continuous learning and knowledge sharing through documentation, training and discussions

• Responsible for customer support and sustaining business objectives including customer satisfaction, employee satisfaction and resolution time. Represent customer in product and process decisions. Primary management.
• Support & sustaining leadership for DataGravity H/W (storage arrays) and S/W (data discovery) products
• Liaise with call-center vendors to review, select and improve processes for first response to customers
• Institute workflows to allow seamless handoff of new customers from sales to support
• Mentor team members to grow into additional responsibilities like code ownership, QA
• Designed S3 & Salesforce integration to analyze product usages and customer engagement

• Leading member of Sustaining Engineering team. Resolve customer escalations with minimal downtime. Manage hot-fix and maintenance release development. Contribute to cross-functional feature development teams. QA, tool.
• Build and Manage the Maintenance release and hot-fix development process
• Engineering liaison, complex customer problem repro, scripts and tools
• Lead and own escalations of all flavors with 24x7 availability
• Triage-Czar to quickly analyze and triage problems reported by support
• Team lead for feature development in major releases

• Escalations engineer, Technical expert to customer support team. Own resolutions to customer Escalations, Outages and RCAs. Build tools, scripts, tech-notes, KBase articles Provide inputs to Release Engineering for.
• Consistently ranked among Top-3 performers in the team
• Established standardized workflow for kernel level (LV) data integrity check
• Developed a script to health check and re-brand the system database. This allows recreating configuration of an otherwise corrupt storage dB thereby saving customer data on affected array.
• Received multiple awards, including 2 Silver Awards, for NAS product expertise and above mentioned dB effort

• Technical support to cable companies globally. Conduct RCAs for Sev1/2 issues, identify and address failure reasons. Develop Proactive healthcheck strategy to detect and prevent major issues, including system downtime..
• Consistently ranked at First or Second position among peers in achieving team objectives
• Handled over 40 outages, with an average downtime of less than 15 minutes
• Instituted openNMS based 24x7 system management for Premium customers
• Represented Customer Support team in TL9000 external Audit

Bengaluru Area, India

• Managed a support team to achieve business objectives including attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time and project deadlines. Effectively represented.
• Established and implemented processes and policies in-line with SEI CMM guidelines; achieved 35% lower Turnaround Times, 45% reduction in backlog and 70% schedule adherence for delivery of software solutions.
• Lowered frequency of hot-fixes from over 45 per month to less than 7 reducing impact on ongoing development by 84%
• Led an evaluation program to ensure optimal performance of installed systems. Recorded uninterrupted system operation for over 6 months and 99.999% (Five Nines) uptime over 3 quarters running.
• Instituted new employee training program to reduce assimilation time to 2 weeks from joining.
• Achieved and improved on established targets for customer satisfaction as evidenced by 90% customer retention, generating $ 3.8 million in renewed maintenance contracts.

Bengaluru Area, India

• Led support team providing technical assistance to customers across APAC and Middle East. Applied superior fault analysis and troubleshooting skills to identify problems and formulate action plans to resolve critical.
• Led and project managed transition of sustaining engineering from Germany to India. Achieved goals ahead of schedule.
• Established onboarding, escalation mechanisms and workflows. Achieved 100% SLA adherence for 14 straight months
• Received Lucent Spot Award for demonstrating exemplary customer focus.
• Served on the organization wide Quality Team; participated as an internal auditor for 4 org- level SEI-CMM audits.

Sustaining engineer. Bug fixing Nortel DMS-100 platform code written in Pascal.

Mumbai Area, India

• Wrote software for the EPABX based on 8086 and 68000 processors. Handled PBXes with over 4000 ports. Designed an 8051 based 32 port EPABX. Had a great time burning myself with the soldering iron.
• Designed and implemented software algorithms to replace hardware Tone generator for the EPABX cutting product cost.
• Implemented an EPABX billing GUI in spare time, which got productized and become a profit generating product.

Pmp, Project Management

Activities and Societies: PMP since Jun 2009

Certification, Project Management & Communication

B.E, Computer Engineering