SHALJA PETER

In this role, we enhance network availability and functionality for customers by expediting service requests and RMAs. Collaborating closely with other Infoblox teams, we focus on resolving customer challenges related to processes, language, culture, and technical issues. The Global Field Escalation Program (GFEP) prioritizes effective communication and teamwork among Resolution Leaders to ensure successful issue resolution.

Key Responsibilities:

• Serve as the primary contact for customers with complex, escalated issues.
• Manage inquiries and complaints, providing timely and professional solutions.
• Stay updated on company products, services, and policies.
• Escalate customer concerns to the relevant departments, following established protocols.
• Document customer interactions, including correspondence and actions taken.
• Monitor customer satisfaction and identify improvement opportunities.
• Generate reports on escalations, highlighting trends and root causes.

Career Progression:

• Promoted from Technical Support Engineer to Major Incident Manager.

Incident Management:

• Collaborated with technical teams (Network, Windows, Exchange, Backup, DB, Storage) to restore services during disruptions.
• Facilitated bridge calls and remote sessions to address Major Incidents.
• Managed the lifecycle of P1/P2 incidents, including creation, team engagement, executive updates, and resolution.
• Oversaw incident and service request management, including customer escalations.
• Acted as the liaison between customers and DXC support teams, coordinating necessary support.
• Ensured service levels were met with minimal breaches and delivered timely outage notifications.
• Compiled and shared performance reports with stakeholders.

Change Management:

• Submitted Change Request Forms (CRF) to the Change Advisory Board (CAB).
• Monitored the implementation of planned changes to ensure adherence to timelines.
• Managed emergency changes, including approvals and execution during scheduled downtimes.

Problem Management:

• Generated problem tickets for Major Incidents to initiate long-term resolutions.

Promoted to a permanent Technical Support Engineer for the XPO Logistics Process in May 2019.

· Served as the first point of contact for customers seeking technical assistance via phone, chat, or email.

· Performed remote troubleshooting using diagnostic techniques and relevant questions.

· Followed up with customers and provided updates on status and resolution.

· Ensured timely responses and support, adhering to Service Level Agreements (SLA).

Joined as a Technical Support Engineer.

· Handled calls and chats from global users, addressing and resolving VPN connection issues.

· Managed tickets using the Service Now tool, ensuring timely responses and resolutions within SLA.

· Received and assigned IT queries from end users through the ticketing tool.

· Handled Level 1 support tickets by troubleshooting and resolving issues through remote connections. Later transitioned to the follow-up team, focusing on ongoing cases to ensure their successful resolution.

· Joined as a Customer Support Executive for the Axis Bank process.

· Professionally answered customer calls to provide information about products and services.

· Maintained detailed records of all customer inquiries and related information in the computer system.

· Referred unresolved customer grievances or special requests to designated departments for further investigation.