Sumit Bhatnagar

Experience

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  HCL Technologies (Infrastructure Services Division)

  Jul 2016 - Apr 2017

  Analyst

  • To understand the requirements of the client from the process and the application.• Contributing to special assignments to increase the maturity of CoE.• Providing resolution to the problems faced by the client side by referencing the Knowledge Bases.• Following the basic ITIL procedures to ensure Quality and Satisfaction to the Client.• Ensuring the resolutions within the SLA's• Maintaining the Global Accesses of the Clients through Active Directory and providing resolution if facing any issue with that.• Following proper Escalation Matrix for assigning a particular issue which gets out of scope.• Generating Remote sessions to fix application issues for SAP, Microsoft Office, Windows etc Show less

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  NTT DATA Services

  Apr 2017 - Jul 2018

  Technical Associate

  • Resolving Network related customer issues based on SLA’s, application, infrastructureor security related problems• Managing Knowledge bases on IT service management tools.• Escalating the Out of Scope issues with required documentations to the concerned teams.• Troubleshooting network, compute, application issues related to network services• Testing fixes and documenting resolution for ticketsMonitoring application environments over multiple regions or availability zones• Providing daily, weekly and monthly metrics driven status reports to leadership• Handling provisioning requests for storage, compute or networks based on client orinternal team requests• Managing Identify Access Management groups and users based on definedparameters• Setting up and monitoring metrics for application performance and infrastructureutilization• Performing virtual machine, application and OS security patch updates Show less

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  Capgemini

  Aug 2018 - Aug 2020

  Senior Analyst

  • Worked as a part of Identity and Access Management team.• Administered Company's Database through Active Directory and AS400.• Created and Deleted Users accounts after getting necessary approvals• Created Distribution lists for the users.• Monitored AS400 accesses of the Corporate Users.• Provided accesses to the users for the required resources through group management in AD.• Escalated issues related to Payroll and reports to respective teams.• Provided daily, weekly and monthly metrics driven status reports to leadership.• Trained new hires with the processes and acting as a support person when needed. Show less

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  Navisite

  Sept 2020 - Oct 2022

  Customer Success Manager

  • Served as a strategic consultant to database-side customers, providing guidance on the direction and utilization of their business tools and applications such as MSSQL, Oracle, MySQL, and MongoDB, among others.• Took part in Major Incident management and driving the bridge setup when necessary.• Responsible for managing the ongoing support to customers to confirm that they continue to make effective use of products.• Maintained expertise in Navisite Service Portfolio in order to meet and address client business needs.• Monitored product performance and associated support needs, technical account managers identify opportunities to upgrade or modify products so that they meet customers’ needs more effectively.• Participation in pre and post-sales support activities (through development, implementation & service delivery)• Maintained customer satisfaction focus in all activities and overall responsibility for relationship retention.• Performed periodic (quarterly or as required) account reviews and health checks , with Navisite’s account management team/ support teams and leadership.• Trained new hires with the processes and acting as a support person when needed. Show less

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  BrowserStack

  Oct 2022 - now

  Senior Customer Success Manager

  • Manage & own large pool of Enterprise accounts for ‘Land & Expand’ strategy.• Prioritise multiple accounts (1:100+) and ensure success in terms of product onboarding, adoption, customer retention/growth.• Delivering Quarterly Business Reviews to showcase the current standings and pitching way forward for growth.• Partner with Account Executives (Sales) to maximise account growth opportunities by playing a collaborative role on the account team and helping to drive incremental mid-year or renewal opportunities.• Uncover and address any risk ‘pre-emptively’ that threatens your customer's growth, satisfaction, or renewal; conceive and execute mitigation plans for all risks.• Deliver demos, and webinars whenever required. Show less