Kunal Tiwari

LTIMindtree

Hyderabad

10.2021 - Current

Providing end-to-end consultation and technical solutions to customers in areas of Azure SQL Databases and Managed Instances by maintaining First Contact Resolution (FCR) of 75% and customer satisfaction score of 4.95 (out of 5).
Acknowledging customer queries via email, calls, messaging systems and support ticket platforms and providing remote assistance to end-users when needed.
Helping customers to configure databases, maintenance tasks, troubleshoot connectivity and performance issues, automate tasks like scaling, backup, restore, etc. by using Azure PowerShell or Automation Runbook.
Responsible for assisting customers regarding their queries with Azure SQL services & helping them to configure and set up the resources offered by Azure by doing cross-collaborations with other team to meet customer requirements.
Active participation in technical triage meetings organized by subject matter expert to gain & share knowledge and key learnings with other engineers for effective customer support experience.
Reproducing & testing complex customer facing issue in own environment and sharing resolution or a workaround with customers.
Hands on experience of database migration over Azure cloud infrastructure & deployment of other services offered by Azure.
Further as a mentor, responsible for managing and driving internal team meeting, escalation support, working closely with Azure SQL Engineering team to identify the root cause and resolve the issue.

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