Chandrashekhar B M

Customer Technical Support Manager at Alvaria APAC
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Contact Information
us****@****om
(386) 825-5501
Location
Bengaluru, Karnataka, India, IN

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Credentials

  • ISTQB
    ISEEB

Experience

  • Alvaria APAC
    • Singapore
    • Software Development
    • 1 - 100 Employee
    • Customer Technical Support Manager
      • Sep 2021 - Present

      Aspect Software (Alvaria)-- Manager Technical Services ( January 2021 – Till date)Technical Manager/Customer Success Manager/People Manager Working as Technical Support Manager, Handling Premise and Cloud Product Unified IP (Premise)Verify, Zipwire, Prophecy/CXP, VIA (Cloud – AWS, Azure and private cloud). Owning few customer/Partner accounts for handling escalations and make sure Customertemperature is handled and driven with suitable solution. Partner Accounts (Lambda, Call Design,CSinfocomm) Customers (SBI, CITI Bank, Recoveries, SCB). Own Verify product support of payment gateway for Customers like Lloyds Bank, Virgin Money,Barclays and Citibank. Will be Part of Severity 1 outage calls and make sure issue is handled gracefully Making sure that their application Softwares are up to date and ensure that environment is checkis done periodically to avoid any outage issues. Weekly meetings with R&D team to validate Defect progress and to check any new code changeshappening in product for future release. Weekly meetings with Implementation team to understand upgrade plan for customers acrossregion Creating Dashboard for Team using Salesforce and creating ppt for Technical presentation withtop Management Handling Team of 12 Members reviewing their tickets, helping them both technically andoperationally in case if they face issue during their regular case cadence. 1 -1 meetings with engineer to have frequent reviews and understand their challenges facedduring the work. Appraisal and Budget planning taken care for employees during their appraisal cycle. Regular Meeting with Sales team to understand customer path on future upgrades. Preparing career path for Engineers and set KPI for them to achieve accordingly Preparing Rostering for Engineers using WFM (Work Force Management) Show less

    • Senior Technical Lead Customer Success
      • Jun 2018 - Aug 2021

      Escalations on call with Customer for live troubleshooting and solving on Trouble tickets Working on customer requirements co ordinating with R&D for Defect fix with scheduled meetingsand working with implementation team on new deployment after production release. Working with Sales team for renewals and share date to them for smooth renewals. Own few Critical customer accounts and makes sure issues addressed on priority without anyescalations. Weekly meeting with customers to understand situations and gain their confidence inhandling product issues. Working with Cloud team for weekend patch deployment on cloud servers and plan for Smoothupdates. Make sure all issues are addressed and System is given to Customer without any issue Lab configurations and deploying the Hot fix for the issue noticed and performing the manualtesting Handle trouble tickets raised on customer servers. CXP and prophecy Cloud servers which is Voxeoproduct Along with Premise Unified IP solution Debug issue and provide solution. We also install patches and perform Quality Assurance, QA andhealth check for same. Mentor new members to handle production issues Technical Interview Panel for project Bangalore and interviewed more than 30 candidates withtechnical perspective. Technical Lead, leading team of 30 + members and helping in solving criticalissues Show less

    • Senior Customer Support Engineer
      • Dec 2016 - Jun 2018

      Senior Engineer Customer Support .. Project involved L2/L3 support and Quality Assurance and troubleshooting of Aspect Dialer contactcenter product. Inbound and outbound call scenarios, IVR, Agent login. UnifiedIP was one of the premises set up was predominantly used by customer and we used totroubleshoot issues reported by customers. AWS cloud, Private Cloud and Azure used for cloud deployment system. We basically handle trouble tickets raised on customer servers. CXP and prophecy Cloud serverswhich is Voxeo product Along with Premise Unified IP solution Debug issue and provide solution. We also install patches and perform Quality Assurance, QA, andhealth check for same. SIP Call analysis for the issue reported calls and taking assistance of next level for furthertroubleshooting. Show less

  • Ericsson
    • Sweden
    • Telecommunications
    • 700 & Above Employee
    • Senior Engineer
      • May 2013 - Aug 2016

      senior engineer Worked as senior engineer in customer support ( Tier 2 Engineer ) 1. Handled Cases on Performance management Application ( OSS-RC) ( FCAPS).End to end support right from Raw node data which is invoked, parsed uploaded in DB and generate report 2. Worked on ENIQ Database issues which was aligned with ETL model 3. Part of QA team to test patches of the defect raised. 4. Handled Customers across Globe and resolving issues with in SLA. senior engineer Worked as senior engineer in customer support ( Tier 2 Engineer ) 1. Handled Cases on Performance management Application ( OSS-RC) ( FCAPS).End to end support right from Raw node data which is invoked, parsed uploaded in DB and generate report 2. Worked on ENIQ Database issues which was aligned with ETL model 3. Part of QA team to test patches of the defect raised. 4. Handled Customers across Globe and resolving issues with in SLA.

  • Wipro
    • India
    • IT Services and IT Consulting
    • 700 & Above Employee
    • Senior Project Engineer
      • Oct 2012 - May 2013

      WIPRO ITIL: Senior Project engineerWTES - Wipro Test Environment Services is an emerging practice which will help us to manage the TestEnvironment at an enterprise level. This will help to manage end to end Test Environments which will leadus to provide solving the challenges between the stakeholders, Increase in Product Quality etc. Manual Testing of ITIL tool Validating the feasibility of requirement Setting up Lab for testing Developing Test Titles, Test Cases and Test plan along with execution. Show less

    • Student computer application /Senior Project Engineer
      • Oct 2010 - Oct 2012

      WIPRO-Ericsson OSS-RC – Tier 2 Support -- Senior Project engineer Project involves OSS-RC Performance L2/L3 support Tier 2 Engineer, troubleshooting Production live tickets reported by Customer across globe Linux Operating System and Windows OS were used for application deployment/troubleshooting. Sybase Database was used in this application System Management Service tool was used to track ticket and CQ was raised through JIRA/MHweb Configuring and installing Lab systems for Testing and Hotfix deployment. Performance Management products (FCAPS) applications like SGW, SMIA, PMS, Eniq and BOapplications were part of troubleshooting. Basically, issues related to 2G,3G and 4G network related issues corresponding to OSS product. Fault Management issues were handled related to Co-relation of Alarms, Traps, and requests. Show less

    • Student Computer Application
      • Aug 2009 - Oct 2010

      Student Computer Application While Pursuing MS Distant education in Bits Pilani on weekends, was full time employee for Wipro Technologies Manual/Automation Testing --- Intel Graphics Validation (Aug 2009 – Oct 2010) Wipro -Intel- Graphics Validation engineer Intel Graphics driver validation and Quality Assurance on different CPU chipset, Intel graphicsdriver Quality Assurance on various Operating systems and various CPU chip-setting boards.Operating System(s) Windows 2003 Server, Windows Vista, Windows-XP Skills Worked on CUI component which mainly focuses on graphics pixel Resolution, refresh rate, anglerotation of the display. Bios flashing prior to display connect. Tested on soft bios feature mainly hot plug, unplug of output devices. Tested component Vbioswhich mainly focuses on graphics Implementations in CMOS settings of bios, Standby hibernate of system. Tested miniport component which focuses on angle rotation S3 (Standby), S4 (Hibernate)And S5 (restart). Tested audio and video functionality in graphics driver. Worked on DP compliancewith respect to soft bios Quality Assurance Manual Testing Verification and validation of product Logging defect and deploying the Fix oncedelivered by R&D team Sanity testing of Daily build planned under ETM (Early test Module) Systems like Eagle lake, Cantiga, Iron Lake was used in testing the application. Show less

    • Student Computer Application
      • Sep 2007 - Aug 2009

      Wipro – Nortel Project ( QA test engineer)Project description: Sanity Quality Assurance for Nortel IP PBX All call scenarios across IP, TDM sets were tested withvarious key scenarios Operating System(s) Linux, VxWorks. Built Sanity set up from scratch which includes Dell Linux server, IBM Linux server and HP LinuxServer. Configuration of Media Cards Element Manager: Enhancement Feature Quality Assurance some of the Feature such as corporateDirectory and Data buffering Access were incorporated as key features Operating System(s) DBA istool which helps to generate reports for traffic data across various PBX networks with connectedapplication via windows and customer data on Linux OS OAM: Feature Quality Assurance of OAM -Operation Administration Management of Nortel IPPBXOAM Provides various log types for different Nortel IP PBX features Like Call logs, Login details,Server Upgrade details, Operating System(s) Linux Telephony Manager: Application use to configure various IP/Analog/Digital IP sets with variousTrunk Data, route data along with various key features like Call conference, Call parking andtransfer. This also help us Transfer multiple sets to Database for customer usage Skills: UNIX, LINUX and VxWorks, Citrix, Putty, E-Set, QC, AGILE, Water Fall Model, Windows(XP/2000/2003 Server) Manual Testing of Telephony manager application Developed Test Titles, Test Cases and Test plan along with execution. QC ( Quality Center)was usedto track test cases and respective results Sanity testing of Daily build Preparing test bed for ISDN, ACD and VoIP Team on daily basis for Sanity testing Show less

Education

  • BITS Pilani
    Master of Science (MS), Computer Software Engineering
    2008 - 2011
  • Saint Annes high school
    1991 - 2002

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