Sunitha A Email & Phone Number

Bengaluru, Karnataka, India

• Managed incident lifecycle from identification to resolution, coordinating with support, operations, and engineering teams.• Communicated with stakeholders about incident status, provided updates, and ensured awareness of changes.• Identified root causes of incidents, implemented remediation actions, and maintained accurate incident records.• Escalated critical incidents to senior management and worked on improving incident management processes.

Bengaluru, Karnataka, India

I was responsible for identifying the issue with the customers and routing them to the available engineers within SLA.• Created and Managed tickets for the issues that the customer contacts.• Acted as the first point of contact before the customer had reached the Technical Team.• Had also involved in the creation of licenses and support accounts to the clients worldwide.• Had ensured customer satisfaction / experience stayed a priority.• Managed high visibility exceptions and worked with cross - functional teams to provide best solutions to the customers.

Hyderabad, Telangana, India

• Managed customer tickets and routed issues to engineers within SLA.• Acted as first point of contact for technical support inquiries.• Created licenses and support accounts for global clients.• Ensured customer satisfaction remained a top priority.