Abinaya Nagaraju

Experience

• 

  Scope International(M) Sdn Bhd

  Jul 2010 - Jun 2014

  Application Support Analyst

  - Monitored daily statement batch job run as per SLA to ensure customers received their bankstatements on time.- Coordinated with various interface team to ensure the batch execution is smooth. Resolve batchproblems immediately by troubleshooting and fixing it.- Reviewed, troubleshot and resolved application issues raised by users adhering to service levelagreement.- Troubleshot to identify the possible cause of incidents and determine the appropriate course ofaction to resolve the issues with minimal business disruption/outage.- Ensured resolution of the incident tickets of medium and high complexity in accordance withestablished standards, policies, procedures, configurations guidelines and service level agreementfor application.- Analyzed, modified or re-developed existing application code to remove bugs and increaseefficiency of the application.- Responsible to deploy/install and maintain applications in production environment including newreleases, enhancement and upgrades.- Utilized application knowledge to effectively analyze, diagnose and resolve incidentspermanently.- Coordinated with various groups of team including stakeholders, infrastructure team, data centermanagement team during course of action.- Perform daily production support recurring tasks and monitoring of the tickets queue, resolveticket, update root cause and remediation.- Participated in disaster recovery drill in a quarterly basis by preparing the documentation andcoordinated with various teams and business user in ensuring that in the event of a disaster theapplication can be recovered and established. Show less

• 

  E2open

  Jun 2014 - Mar 2024

  I was promoted to the role of Team Lead, followed by the role of Manager and eventuallythe Senior Manager where I drive a team of 9 Customer Success Engineers in providingcomprehensive L3 technical support towards enhancing product supportability, operabilityand usability for customers in line with set SLAs and KPIs.Part of the role involves goal setting, achievements tracking, quality monitoring, resourceplanning, shift scheduling, stakeholder management, performance reporting and knowledgesharing.Besides ensuring swift, effective and efficient resolution as well as prevention of customersissues, I also identify and improve existing tools, procedures and processes.Additionally, I develop reports and dashboards in enhancing operational visibility andtransparency to enable decisive decision making.Lastly, I lead the recruitment and development of new team members, motivate and mentorthe team as well as plan and organize engagement programs to strengthen morale andtalent retention. Show less I spent 5 years moving from the role of Customer Success Engineer to Staff CustomerSuccess Engineer.Here, I collaborated with the product, project, database, data center, network and globalsupport (L2 Support) teams in ensuring swift investigation and resolution of critical customerissues in line with se SLAs.Apart from serving as subject matter expert in resolving all functional and technical ticketsescalated by L2 support team, I also conducted troubleshooting, analysis and root causeinvestigation to permanently resolve all issues while setting up a knowledgebase as areference to the L2 support team.Additionally, I conceived and implemented continuous solution improvement plans formultiple key clients while liaising with customers and performed site visits to get a betterunderstanding of user experience as well as creating and conducting training programs tostrengthen customer solution adoption.Other accountabilities included:- Collaborated with various teams in setting up new hardware server, database, network,junction and infrastructure as well as developing and deploying standard solution packagesfor new customers while coordinating fixes and changes as well as knowledge transfers.- Planned and implemented application maintenance and patch deployment in productionenvironment during maintenance window.- Managed business solution support transition from project team to customer successengineering team in ensuring smooth post production support.Lastly, I organized training session for new hires on product architecture, solution design andtechnical support including training material preparation. Show less

  • Senior Manager Customer Success Engineering

    Apr 2022 - Mar 2024

  • Manager, Customer Success Engineering

    Feb 2020 - Apr 2022

  • Customer Success Engineering Team Lead

    Jun 2019 - Feb 2020

  • Staff Customer Success Engineer

    Jul 2017 - Jun 2019

  • Senior Customer Success Engineer

    Apr 2016 - Jun 2017

  • Customer Success Engineer

    Jun 2014 - Mar 2016
• 

  LeanDNA

  Mar 2024 - now

  Senior Manager, Customer Success