Rohit Kumar Email & Phone Number

Pune, Maharashtra, India

Pune, Maharashtra, India

• Provide outstanding customer experience contributing to renewals, up-sell, retention of accounts resulting in better adoption of Qualys products amongst customers.
• Handling 12 to 14 accounts for APAC & EMEA region with annual subscription value (ASV) exceeding 8.3 M.
• Improve customer experience throughout customer lifecycle and achieving 90% on customer retention with 95% of annual recurring revenue (ARR).
• Partner with Sales team to ensure that renewal and expansion opportunities are identified.
• Contribute to effectiveness of Customer Success programs through collecting and updating metrics, dashboards, and operational reviews.
• Ensure that account issues are resolved quickly by escalating to appropriate stakeholders, internal teams, and functions

Pune Area, India

• Track customer sentiment and identify any revenue risk, document, and project customer voice.
• Facilitate necessary communication between support, engineering, development, platform team and customers
• Root Cause Analysis (RCA's) and postmortem reports for critical situations
• Create and provide presentations to leadership on state of accounts
• Track and report account health and status of escalations, monitor metrics and develop actionable insights to improve efficiency and performance
• Continuous process improvement and problem-solving efforts to create standard procedures, customer engagement document and escalation policy for customer support team

Pune, Maharashtra, India

Pune Area, India

• Managing team of 10-12 technical support engineers to provide best in class technical support to Enterprise customers with Cyber Security solutions
• Providing support to end customers with security solutions like Tenable, Rapid 7 and Qualys sharing Vulnerability and Policy Compliance reports showcasing the overall security posture of the customer's environment
• Continuous monitoring to identify existing vulnerabilities through scanning, classifying the vulnerabilities and assess the risk and remediation
• Access and monitor security configuration utilizing Policy Compliance to reduce risk and comply with internal policies and external regulations
• Worked on SIEM tools like Splunk Enterprise and ServiceNow to monitor security incidents and reporting
• Queue management for Managed, Premium and Dedicated customers with service requests, incident & change management as well as escalation management.

Bengaluru Area, India

• Managing team of Technical Support Engineers providing support on Cyber Security solutions for GE Security Operations (SOC)
• Providing support to Business Stakeholders using information security solutions with Tenable (Nessus)/ Rapid 7 sharing Vulnerability reports showcasing the overall security posture for their infrastructure
• Continuous monitoring to identify existing vulnerabilities through scanning, classifying the vulnerabilities and assess the risk and patching / remediation of the vulnerable components
• Worked on SIEM tools like Splunk / ServiceNow Enterprise Security to monitor security incidents and reporting
• Driving bridge calls for Severity-1/ Highly Critical issues and sharing regular updates per SLA with clients and stakeholders
• Participate in daily Incident Review sessions with clients and provide them with the latest updates and progress.

Gurgaon, India

• Develop, co-ordinate and promote incident management activities.
• Ensure that any service breach is suitably recorded and described before it is closed.
• Monitoring the quality score on a daily basis and sharing the score with Team Lead & Manager.
• Provide feedback to all the engineers via mail or over conference calls ensuring quality and SLA is maintained for the incident and service request tickets.
• Worked on ITSM tools like BMC Remedy / ArcSight which helped in providing improved efficiency and effectiveness, increased control with better service and customer experience
• Weekly huddle with the teams to discuss any updates or changes in the process.

Noida Area, India

• Complete management, configuration and troubleshooting of Microsoft Exchange Servers
• Maintenance and Security Patching every week following Change Management processes
• Alert Management for the customer's on-premise infrastructure
• Worked on ITSM tools like Service Now which helped in providing improved efficiency and effectiveness, increased control with better service and customer experience
• Client's issues related to the exchange servers and providing resolution on the call/chat with remote sessions
• Raising vendor fault tickets, managing the replacement and return of failed devices with hardware suppliers in accordance with SLA, utilizing escalations matrices where required

Gurgaon, India

• Providing desktop support and assistance with technical issues for IBM end customers
• Tracked the team member's performance and prepared the “Individual Development Plan” every quarter.
• Training sessions for newly hired support executives to get them through the learning curve
• Coaching and feedback to team members for quality and customer satisfaction

Master Of Business Administration (M.B.A.), Post Graduate Diploma In Human Resource Management, First Grade

PGDBA HRM

Bachelor'S Degree, Economics Honours, Second Grade

Economics Honors

High School, 10 & +2, First Grade

Student