TEJAS KP
Support Account Manager
Bengaluru
Summary
Highly motivated professional willing to take on challenging roles drawing upon my proven 10+ years of achievement-driven experience.
Overview
10
10
years of professional experience
8
8
Certifications
1
1
Language
Work History
Support Account Manager/ Lead Technical Analyst
Oracle India
02.2019 - Current
- Serve as a Single Point of Contact for dedicated customer accounts.
- Onboard and mentor new hires and collaborate with various product and support engineers to develop comprehensive support process documentation for issue resolution.
- Oversee the cloud adoption, assisting designated customer accounts with challenges during and after adoption.
- Enhance the testing of RAG for Large Language Models (LLMs) by conducting a thorough, multi-faceted evaluation of the LLM's responses to customer queries.
- Act as a cloud advisor to the customer and help them with the best practices.
- Collaborate closely with Sales, Customer Success, and Architecture teams to address migration, provisioning, and other technical issues, ensuring optimal customer solutions.
- Increased customer lifetime value by proactively identifying cross-sell and upsell opportunities, leading to subscription upgrades.
- Developed, led, and delivered compelling product webinars to customers across 3 time zones, showcasing user experience, and product functionality.
- Perform user acceptance testing of the application and gathered valuable feedback that fueled product iterations and improved user experience.
- Managed a portfolio of support projects, driving the successful implementation of cloud solutions for enterprise and internal clients.
- Worked with support engineers to reduce repeat support tickets by doing SME reviews and RCA analysis, driving automation solutions.
- Communicate with stakeholders to set expectations for delivery.
- Construct and deliver bi-weekly reports on projects for IT Management and Program Sponsors.
Application Support Engineer/Production Support Engineer
Thomson Reuters
08.2017 - 02.2019
- Support the process of fulfilling customer orders and service assurance after orders are fulfilled.
- Raise JIRAs for the issues reported by the customer, analyze, and give the appropriate fix.
- Analyze and recommend improvements and better working methods with customers and the dev teams.
- Actively take part in the Standup calls along with the development and QA teams every day to discuss the issues reported in the production environment and identify and recommend improvements in the processes.
- Participate with team members in the automation of tasks to cut down the time consumed in running manual tasks.
Enterprise Systems Specialist – Analyst 4
Unisys India Pvt. Ltd
07.2015 - 08.2017
- Address customer requests and assist them with Setting up instances, VPC’s and security groups.
- Configured storage on S3 buckets and installed applications on EC2 AMI
- Handling the escalation process, fault logs process for incidents, and planned work process.
- Accountable for troubleshooting Windows and active directory-related issues, network connectivity issues, Hardware issues, and Linux system issues.
- Write technical reports for upper management and technical documentation for future reference.
Education
Bachelor of Engineering - Computer Science and Engineering
Raja Rajeswari College of Engineering
BangaloreMaster of Business Applications - Business Analytics
Suresh Gyan Vihar University
Skills
Customer Relationship Management
Program management
Product management
Account management
Identity and access management (IAM)
Leadership
Confluence
Stakeholder management
Process Improvement and Optimization
Strategic Planning and Execution
Project Management tools – Oracle Primavera, JIRA, Microsoft Project, Trello
Conversant with Cloud technologies – SaaS, IaaS, and PaaS
Ticketing systems like JIRA, Oracle MOS, Service Now
Job control (JC), MS Office suite, Linux command line
Strong understanding of networking fundamentals and principles
Certification
Project management from IIT Kanpur - Elite grade
Accomplishments
- I received pacesetter and service excellence team awards at Oracle.
- Successfully led a team of engineers in a Cloud (SAAS) feature onboarding Project.
- Delivered engaging and informative webinars to explain product functionality to customers.
- High customer satisfaction scores throughout.
- Played a vital part in a successful project transition from NTT Data to UNISYS in the year 2017, delivering a dynamic breakthrough.
- Presented with Spot Awards consecutively for excellent deliverables.
The breadth of Expertise
Customer Success, Service Delivery, Program Management, Team management, Critical Incident Management, Account Management, Customer service, ITSM framework, Cloud technology
Timeline
Support Account Manager/ Lead Technical Analyst
Oracle India
02.2019 - Current
Application Support Engineer/Production Support Engineer
Thomson Reuters
08.2017 - 02.2019
Enterprise Systems Specialist – Analyst 4
Unisys India Pvt. Ltd
07.2015 - 08.2017
Bachelor of Engineering - Computer Science and Engineering
Raja Rajeswari College of Engineering
Master of Business Applications - Business Analytics
Suresh Gyan Vihar University