Advanced Customer Engg. - Engineering Sr. Mgr.
Sunnyvale, California, United States
• Responsible for resolving Data Center & Enterprise switching and Wireless product customer issues escalated from Tech support team, by isolating, debugging and driving the fixes• Also responsible for providing technical guidance and management of a geographically diverse Sustaining team, to drive the issue isolation/debugging by following the sun model • Developed a process to track the open issues periodically and, report to engineering , release-management team with priority to deliver the fixes• Drive and facilitate training for team to improve the debugging techniques on any new platform, by collaborating with Engineering Architects• Developed road map to build the debugging utilities and documents for engineers to debug or isolate the issues independently • Drive software and overall systems quality improvements by facilitating the feedback loop from the field back into engineering