Bhushan G

Enhanced customer satisfaction by helping resolve the escalated situations promptly, maintaining robust and timely communication, and ensuring high-quality communication delivery.

• Faster and planned Incident Response strategy through instant triaging and continuous engagement on the issues impacting the Customer Experience.
• Managing and communicating the Google Cloud outages for Google Cloud Platform and Workspace services within SLOs.
• Managing and driving the Google Cloud escalations and planning the executive communication with robust updates.
• Own and drive Post outage communications for achieving trust of the impacted customers with the transparent and clear Incident Reports or Incident summaries.
• Driving the postmortems to identify improvement opportunities by engaging with various stakeholder teams.
• Identify process or tool improvements in day-to-day operations and help them getting resolved through the Streamline Project Framework.
• Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
• Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
• Reduced operational costs through comprehensive process improvement initiatives for the tools.
• Enhanced team productivity by implementing agile methodologies, leading to more efficient project completion.
• Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.
• Developed comprehensive risk management plan, minimizing potential disruptions to business operations for the customer as needed.
• Working with cross-functional teams to achieve project goals, fostering collaboration and innovation.
• Streamlined project delivery processes, significantly reducing time to deliver the process launches with enhanced effectiveness.
• Actively participated in building an high-performing team through effective recruitment, onboarding, and mentoring program for new members.

Key Accomplishments

• Appreciation from the Google Cloud customer for successfully building and presenting Risk Analysis and Management Plan to restore the customer confidence in Google Cloud environment.
• Rewards for managing complex escalations and outages at Google Cloud.
• Appreciation for multiple process improvement initiatives.
• Multiple rewards for community contributions and teamwork collaborations

• Company Overview: Customer Account Management Program: Helps key priority customers with proactive and reactive support for improved CSAT score for various Products and Services
• Escalation Management Program: Helps to manage customer Escalations for VMware vSphere and Horizon products
• VMConAWS Incident Management: Newly adapted SaaS offering's incident management related to VMware Cloud on AWS
• Pre-release Binaries Early Access Program for Dogfooding and critical pre-production testing for selective customers/partners
• Post Release Retrospection: Product release review and trend reports resulting in Process and Product Improvement
• Product Lifecycle Report for vSphere Lifecycle Executives
• Hot Patch Management and critical issue triage for release sprint planning
• Lead and drive working team for critical issues and proactive tracking
• Engage with customer along with Engineering, Product Manager, Support and PSO for VMware product upgrade/deployment plan
• Own customer engagement report and present to different stakeholders as well as Internal executives
• Manage customer expectations' reviews especially for Carrier Grade and Cloud Migration customers
• Drive periodic progress review meetings with Customer, Third Party vendors and all Internal Stakeholders
• Regular SR and Project progress reviews for feedback and improvements
• Partner with Business Unit Tools team for internal tools improvement
• Collaborate with engineering, support and customer side teams for managing escalation and timely communication of technical action plan
• Defining operational metrics, measuring & analysis with the goal of improving efficiency
• Own an escalation throughout life cycle, from initiation to resolution, for customer relief along with RCA
• Drive for post-escalation review meetings and further if required, Process Improvements
• Present periodic Escalation Reports along with MTTR and CSAT/CES Review to internal leaders of engineering and support
• Mentored new hires within the team and the engineering teams on escalation management
• Engage with Site Reliability Engineering and other stakeholders to drive incident throughout its lifecycle
• Manage SDDC Releases queue for Cloud specific Service Desk tickets
• Customer Account Management Program: Helps key priority customers with proactive and reactive support for improved CSAT score for various Products and Services
• Customer Portfolio: Telco Cloud Accounts: TeliaSonera, Telstra, Ooredoo; Premier Accounts: SBI, Bank of America, Johnson and Johnson; Cloud Hosting and Migration: EPIC Hosting, JPMC; VMConAWS: FreddieMac, Pfizer

Key Accomplishments:

• Completely own success in managing Customer Account Program for big bet accounts along with customer appreciation as well as Sales team appreciation
• 25% reduction in MTTR with Proactive and Reactive engagements for End User Computing products with help of Product Developers and Product Management (Resolve time down from ~6 Days to ~4.5 Days; Restoration time down from 6 hours to 4 hours)
• Recognition and Rewards within organization for performance on various critical escalations (SBI, Johnson and Johnson, TeliaSonera)
• Drive internal tools projects for effective reporting and ease of work (Customer Heat map)

• Quality Engineering Execution and Release leadership for various ESXi and VC releases across 2.x till 6.x version along with vSphere components
• Ownership of Plan, Execute and Deliver quality engineering deliverable majorly for VMware vSphere Installation, Upgrade and Patching along with some key Product Features
• Lead mid-size (12 to 22 members) team for vSphere Update and Patch releases for end-to-end release planning, execution and retrospection
• Conduct regular scrum and periodic team meeting to review individual execution progress and team performance
• Define goals for component team members to enhance proficiency and skills as per BU vision
• Cross-BU engagement meeting and Global team Metrics/KPI reviews
• Own and Review Go-NoGo for update releases
• Ownership of Interoperability and Compatibility of VMware SDDC Stack
• Arranging knowledge transfer and TOI sessions for team and from the team to support engineers
• Engage on customer issues Repro effort and customer calls for critical showstopper issues
• Release dogfooding for internal customers and Post-release review for components owned
• Design and review Test Plans and Test strategies for critical feature readiness
• Accountability for Day0 Release Readiness for Product NoDOA approvals from engineering
• 30% optimization of resources with effective execution and automation plans
• Introduced Concurrent Project Cycle execution model for various ongoing releases after optimization
• Savings on CapEx for project with effective migration on Cloud without affecting quality
• (~65% workload migration to internal cloud for sustaining projects, direct reduction in hardware procurement)
• Robust Interop Matrix for the vSphere releases

• Quality Assurance for NetApp products of Storage Management
• Adherence to Product & QA processes
• QA planning, Automation Scripting and Execution as per client requirement
• Execution Reporting, Adhoc testing, Status presentation to customer
• Spot reward for timely execution despite critical challenges in deployment