Accamma Kuttappa

Working closely with Service Account Managers and providing Proactive and Reactive support including end-to-end case and escalation management

• Act as liaison between support team and account managers, ensuring smooth communication and collaboration between two groups
• Serve as point of escalation for complex support issues, working closely with support team to resolve issues promptly and effectively
• Continuously evaluate support processes and identify areas for improvement
• Work with both support and account management teams to implement changes that enhance efficiency and customer satisfaction
• Top Success Criteria Risk Mitigation, Achieving IT Goals (Upgrades) and Improved Availability
• Monitor out-of-office support activities, including response times, issue resolutions and customer satisfaction
• Serve as emergency contact for support account managers during non-business hours
• Actively participate in review status calls and providing ongoing internal status reports that summarize key activities, outstanding issues and health and performance of Pure products deployed in customer networks
• Provide training and development opportunities for team members to enhance their skills and knowledge
• Ensure that team members are equipped to deliver exceptional support and account management services
• Solicit feedback from Service Account Managers on out-of-office support process
• Use this feedback to identify opportunities for improvement and implement changes to enhance effectiveness of support system.

• Responsible for analyse, generating and reporting customer data from various enterprise sources
• Provide informed storage support best practices and upgrade advice
• Maintain Install base information, Service contract details, and Critical point of contact
• As SAM we influence customers to adopt best-practices by regular tracking of preventative remediation actions derived from recommendations
• Manage, track and own technical support tickets under SLA's and escalate issue to right team for fast resolution
• Reduces disruptions-By Assessing Environmental Risks, track bugs and providing Risk Mitigation plans
• Preparing customer facing review meeting reports, cross referencing best practice, recommendations including interoperability matrix (IMT), and performing bug scrubs
• Collaborating with various teams in NetApp for RCA s and Case Management
• Formulate action plans and manage communications with customers, NetApp executive staff and other stakeholders at various multiple levels.

• An effective leader with capabilities in motivating teams and maintaining deliverables as per defined guidelines along with elevation of service standards for operational excellence
• Worked on Projects to Create/Allocate/Decommission of Lun and Volumes on a large scale
• Collaborating with all departments to conduct analysis, investigation & diagnosis of root cause of problems, updating metrics for service performance and ensuring internal customer satisfaction
• Responsible for designing Storage/SAN Layout after taking detailed information from customers.

• Providing support for Enterprise Virtual Array, Modular Smart Array, Modular Storage Library
• Providing In-Depth support for HP Storage - Enterprise Virtual Array, MSA, Enterprise Backup Library, Brocade Switches
• Troubleshooting all kinds of hardware related issues related to Enterprise Storage, Modular Storage Array, and backup library
• Performing upgrades on enterprise storage and backup Library
• Creating Snapshot, Snap clone and Mirror clone in Enterprise Storage
• Troubleshooting connectivity issues, port issues, zoning related issues on Brocade Switches
• Responsible for installing and maintaining storage systems remotely in multiple data centres
• Monitor client servers to see any warnings or alerts generated and work on them personally or dispatching it to next level as situation demands.

• Logged Service Request and troubleshooting domain related issue and assigning tickets depending upon severity of case.

• Used to Check status and work on the claims on client's behalf and used to have discussions with the client regarding claims.