Nirmal Sanjeev P.

Rubrik’s Global Customer Support and Success Organization is a team of professionals
committed to provide world class post purchase experience. The team is responsible for
delivering post deployment technical support to customers and partners with a wide
range of technologies and cloud deployments. The team is also responsible for
delivering initial time to value by ensuring timely activation and adoption of Rubrik’s
SaaS products and technologies. The member of the Global Support and Success Organisation will serve as a key point of contact, a trusted advisor to Rubrik’s customers and partners, and will work closely with cross-functional teams in order to deliver value to customers. The Customer Support Team at Rubrik is composed of seasoned experts
in the field of data management and security who possess an in-depth knowledge of
Rubrik's solutions, data protection, and recovery strategies, and they are skilled at
swiftly diagnosing and solving complex issues while keeping the overall customer
experience at forefront.
Key Responsibilities
People Management
1. Plan and supports the integration of onboarding and development of
engineers
2. Establish strong partnership to enable the engineers to achieve the goals
defined
3. Responsible to provide constructive feedback to enable engineers to
transform effectively
4. Encourage engineers though positivity, confidence and recognition
5. Performance review for direct reports and provide regular feedback on
performance in terms of agreed upon performance
Operations Management
1. Analyze the customer support data to identify trends, insights and area for
improvement in the customer life cycle process
2. Strategically plan and manage capacity with long term view to meet the
business needs
3. Evaluate the quality of the support engagement and take action to prevent
trends
4. Effectively drive backlog health and trend to be in charge of the outcomes
Escalation Management

1. Swiftly own, drive and engage with all stakeholders involved in the
escalated or critical situations
2. Provide continuous summary of technical actions performed, next actions
and timelines in proactive and timely manner
3. Close loop on escalation and develop root cause analysis documentation
with business correspondence
Skill & Knowledge Management
1. Evaluate and understand the skillset of the engineers and set milestones to
track performance
2. Drive Rubrik Product training and Certification completion in the team
3. Group similar skillset engineers to drive initiatives to improve technical
efficiency resulting in remarkable customer experience
4. Drive knowledge sharing environment to enable all the team member to be
familiar with the new technical skillset and improvise the learning curve
Process Management
1. Ensuring that all the process and workflow are aligned to achieve the
remarkable customer experience with continuous focus on improvisation
2. Tactical focus should remail to decreasing customer effort and increasing
efficiency through process
Skills
Hands knowledge on Salesforce Service Cloud, leveraging advanced reporting
and custom dashboards to drive team productivity, ensure SLA compliance, and
manage the end-to-end technical support lifecycle.
Jira tool for defect tracking and lifecycle management, collaborating with
Engineering to prioritize bug fixes (CFDs) and track product improvements.
Knowledge of Backup and restore.
Basic understanding of API and cloud concepts

• Assist clients in understanding their needs and specifications.
• Support managers in planning and implementing strategies to achieve targets set by stakeholders.
• Monitor operating costs, budgets, and resources effectively.
• Distribute tasks evenly among team members to ensure fairness and quality of work.
• Communicate with team members to identify and resolve issues, leveraging their strengths to foster development.
• Conduct regular reviews and governance of individual teams on a weekly, fortnightly, and monthly basis.
• Monitored staff performance and developed improvement plans.
• Oversaw quality control processes, maintaining high standards for all products and services.

• Setting up the process and Team building with performance management of TAC process and meeting desired targets.
• Lead and drive the communication on business metrics to stakeholders by motivating and setting SMART targets for L2 and L1.
• Performance review on daily, weekly, fortnightly and monthly basis and extending support to the supervisory team.
• Identifying and executing the training needs of the staff to ensure that the process performance meets the set expectations.
• Interaction with the Internal and External stake holders at Apple on weekly, fortnightly and Monthly basis on performance.
• Conducting Employee engagement activities to keep attrition and absenteeism in check.
• Weekly meetings with critical support functions like quality/training and hold regular agent shop talks and brainstorming sessions.
• Partnered closely with Product Management to ensure that Customer Feature Requests are logged and appropriately prioritized and ensure that future product direction aligns with customer road map.
• To follow the actionable from the C-Sat analysis and Performance Improvement findings to develop career progression plan for team members.
• Have the understanding and ability to document as per the COPC standards.

• Stock Management
• Tally ERP system for updating, ordering and purchasing.
• Weekly meeting with vendors, price listing and procuring stock.
• Weekly meeting with production and warehouse manager.
• Attending monthly review on P&L meetings.

• Troubleshooting SOHO routers (Belkin, Netgear).
• Providing end to end support on network, range extenders.
• Upselling of Plan’s for system maintenance (Annual, PIP) for Windows, MAC OS.
• Providing Technical resolutions for L1.

• Working US medical insurance company and Hospital in processing the claims.
• Educating customer with different medical codes and claim process.