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 with cross functional teams to continually improve Customer experience. Lead by example and demonstrate a strong work ethic as a role model.• 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 insights into major customer facing issues• 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 interface for escalations between support and engineering. Manage sustaining processes for bug review, escalation management, hotfix and maintenance release management. Escalation point for 24x7 onCall. Serve as mentor and knowledge resource to engineers across the organization.• 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• Authored >200 KB articles thereby promoting self-reliance within the team• Project management for MRs. GAed 20+ patches with minimal disruption to new feature development

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 development, tools evaluation, process development. Collaborative skill set to build strong integrated Escalations and Customer satisfaction team.• 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• Data analysis tools providing insights into product usage for Tech Marketing & Sales reportingStart-up attitude. "Wearer of many hats". Respect process.

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 maintenance releases and new releases.Mentor team member sand instill a “zero data loss” attitude• 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. Author KBase articles, generate upgrade documents, contribute to process development and improvement. Mentor junior engineers with focus on best practices• 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 customer on cross-organizational teams to deliver inputs on design, reliability, new product development and continually add value to customer experience. Functioned as primary management interface for escalations between customer and engineering. Managed key processes including case reviews, root cause analysis, customer feedback analysis, FAQ analysis, and developed new procedures and policies as necessary. Served as a mentor and knowledge resource for Support team.• 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.• Identified opportunities to deliver specialized services to customers, transforming a cost-centric support organization into revenue generating operation. Realized an additional 5% in revenue for professional services provided.

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 problems. Built cross-functional relationships to provide end-to-end solution, improve quality of service, generate performance metrics and consistently ensure high customer satisfaction. Promoted documentation of case notes, white papers, and FAQs to enhance the centralized knowledge base. Ensured all stakeholders were notified of updates as necessary. Effectively mentored and motivated team and participated in the 24x7x365 on-call rotation schedule.• 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