Chandrashekar S

This is a role in Client Success all about helping our clients achieve their goals through the adoption of our services.

The Client Success (CS) function within NTT Ltd is built and maintained to drive the Support Service revenues of the organisation. The architecture of the systems, tools & processes are invariably focused on these business goals harvesting data from varied sources within NTT Ltd; presenting such data in a coherent manner to allow the individual to carry out their respective tasks.

To support the individual, there are two main business applications (Totango & PowerBI) complemented by a third, Manage Centre. Manage Centre is the only application within the practices that is leverage by both the CS practitioner as well the external clients.

• Analyze the data pull out from different source like SAP, Salesforce, Manage Centre and Service now before it is loaded into SaaS platform.
• Work with CSMs, RCSMs and other stakeholders use Client Success Functions i.e; ServiceNow (SN) portal to raise tickets, Client Success Service Catalog to raise a ticket to CSM CoE team
• Documented detailed business rules and use cases based on requirements analysis in Confluence
• Documented business workflows for internal stakeholder review.
• Designed and developed schema data models.
• Supported business needs dependent on location, working with staff at all levels to produce targeted solutions.
• Working on Automating daily tasks using Microsoft Win-Automation & Python

· To monitor and manage the client network events and also other IT infrastructure events such as servers, security and applications for Dimension Data clients and also assist the client with their queries and ensure we meet our agreed SLA's as well as agreed internal OLAs.

· Proactive monitoring and understanding of client’s network

· Facilitate technical resolution of the issue through bridge calls and continuous Follow-up with resolver

· First level and moderate second level diagnosis, and log tickets with third party and should be able to escalate to and work with next level

· Escalation management with internal and external parties

Use Escalation matrix appropriately to get appropriate level of focus from technical teams and management.

· Communicate and coordinate with internal contacts, client contacts and third-party providers (such as telco, internet service provider

· Manage SLA through mailbox/ SLM trigger monitoring and other tools.

· Monitor supervisory dashboard

· Updating and maintaining all documentations related to event monitoring

· Ensures that support is provided around-the-clock information transfer, answer processing is timely, efficient and meets the required service levels

· Work across practice to share lessons learned and best practices

· Possess thorough understanding of our service offerings, technical preferences and technical direction

· Manages day-to-day and escalated client interaction and expectations, clearly articulates ideas and thoughts verbally, over telephone, video conference and through mail

• Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
• Responded to user operational issues with desktop computers, laptops and electronic devices to enable problem resolution.
• Identified system hardware, network infrastructure and connectivity issues that prevented execution of user-initiated tasks.
• To monitor the mails and take an action as quickly as possible to achieve the commitment of SLA
• Closely interact with internal team members and periodically update the status of the case to client.
• Make sure the status changed in ITSM and SLA commitment is not breached
• Assist client for IOS up gradation, Configuration by logging service request cases
• Interact with Cisco TAC (Technical Assistant Centre) engineer for updates on any TAC cases raised and update the same to end clients periodically
• Handle events and take a necessary steps to restore the same

• Provided Tier 1 IT support to non-technical external users through desk side support services.
• Interact with end users of Belkin products and provide resolution on any issues related to networking
• Submitted service tickets for fault requests
• Analyze the root cause for the issues, if the problem is with device initiate the troubleshooting
• Worked on issues related to Configuring routers, hardware access control and Frequent Internet disconnection
• Enabling password in the Router for secured communication, internet & issues with the browser & compatibility etc..
• Escalate the case to escalation manger to schedule a call back to customer if the issue is not resolved within the allotted time
• Assisting Belkin customer to install their router right from the scratch
• Close cases upon the confirmation by customer after the issue is fixed

• Identified and resolved process issues to encourage smoother procedures, more efficient workflow and overall business growth
• Prepare process document and handle the changes in the process and update the document on quarterly basis
• Provide weekly and monthly report to internal team
• Responsible to build and schedule report from CRM tool and monitor the same
• Identify the data entry error across various tools like CRM, Reports and highlight the quality team and internal team for correction
• Responsible to amend the MoM document and preparing the training PPT’s using the key points
• Gather feedback from quality team and prepare a score card on monthly basis