Nihal Ahmed Email and Phone Number

At Coupa, we're laser focused on our three core values:Ensure Customer Success - Obsessive and unwavering commitment to making customers successful.Focus On Results - Relentless focus on delivering results through innovation and a bias for action.Strive For Excellence - Commitment to a collaborative environment infused with professionalism, integrity, passion, and accountability. - Senior Support for SaaS cloud-based e-spend management platform - Expense, Sourcing… Show more At Coupa, we're laser focused on our three core values:Ensure Customer Success - Obsessive and unwavering commitment to making customers successful.Focus On Results - Relentless focus on delivering results through innovation and a bias for action.Strive For Excellence - Commitment to a collaborative environment infused with professionalism, integrity, passion, and accountability. - Senior Support for SaaS cloud-based e-spend management platform - Expense, Sourcing, Mobile, COUPA Sourcing Optimization (CSO), Suppliers, Risk procurement and invoicing - Work with other business units, including Development, Integration team, Operations, Customer Success/Care, etc. as required ensuring strong customer satisfaction success- Reproduce and report defects across production, test, and clone instances to help drive fixes for customers with Development.- Manage customer expectations and experience in a way that results in high customers satisfaction- Drive upgrades for customers to keep up-to-date with fixes and new release- Tools used in troubleshooting include SQL (phpMyadmin), SSH and Kibana (logs browsing), New Relic (performance monitor)- Other tools used for this role - Atlassian Confluence & Jira, Mindtouch, Salesforce ServiceCloud, Zendesk, Webex, Zoom- Involve in performing diagnostic actions to determine workarounds/ solutions. Initiate Service Management processes including Problem Management and Change Management to resolve the incident.- Handling major escalation issues especially for P1 customer- Point of contact between Product Management and Customer to implement new features in the application- Proactively communicate issue status in a timely way. Take ownership of issues until they are successfully resolved. Ensuring timely resolution to meet our `Service Level Objectives' (SLOs).- Understand and follow the escalation procedure which includes escalation to both management and business resolution groups Show less

Provide functional assistance to our stake holders, clients on SLM, Sourcing and Contracts domain.Supplier Lifecycle Management was introduced as a new product by IBM in 2013. Created Knowledge Base articles for IBM team and for customers use.Understanding customer requirements for designing structure used for Supplier onboarding and data management.Conducting training for Consultants, Buyers and Internal team members on application usage and… Show more Provide functional assistance to our stake holders, clients on SLM, Sourcing and Contracts domain.Supplier Lifecycle Management was introduced as a new product by IBM in 2013. Created Knowledge Base articles for IBM team and for customers use.Understanding customer requirements for designing structure used for Supplier onboarding and data management.Conducting training for Consultants, Buyers and Internal team members on application usage and functionalities.Creation of Knowledge base articles and project plans for product improvement.Handling major escalation issues.Point of contact between Product Management and Customer to implement new features in the application.Provide end to end support for implementation of products for new customers and new releases and fixes for the existing customers.Performing high quality Pre and Post upgrade quality checks before and after the installation of the new version of the application.Facilitate Service Delivery and Service Delivery Process Compliance.Implementation of new releases of the product (Emptoris Sourcing and Supplier Lifecycle Management) with the help of Dev Ops team.Implementing ITIL and operational processes as part of the Incident Resolution team Understand Incidents and using appropriate resources to affect resolution Follow-up with global support teams for Incident resolution. Show less

Provide end to end support for implementation and support of ICERTIS Contract Management product i.e. ICLMActively manage the monitoring and resolution of stalled or breached jobs with 2nd and 3rd line support groupsHelp validate Client and User requirementEffective and rapid response to Major Incidents, also chair all Major incident meetings Ensure that any service breach is suitably recorded and described before it is closedReal Time & continuous follow-up… Show more Provide end to end support for implementation and support of ICERTIS Contract Management product i.e. ICLMActively manage the monitoring and resolution of stalled or breached jobs with 2nd and 3rd line support groupsHelp validate Client and User requirementEffective and rapid response to Major Incidents, also chair all Major incident meetings Ensure that any service breach is suitably recorded and described before it is closedReal Time & continuous follow-up with global support teams for Critical incident resolutionProvide resolution via emails and calls to resolve user issues related to the account and application they useManage and coordinate activities during overall ticket life cycle Show less

Identifying the issue and take ownership of the issue.Follow-up with global support teams for Incident resolution Send incident notifications to the customer Attend Bridge calls and provide effective coordination, Incident resolution and Service restoration Take ownership for an incident and act as the primary level of escalation Handling and responding to Client and Internal Escalations Complete visibility over Incident Life cycle & Problem ticket life cycle