Jay Chapla

Experience

• 

  Grras Solution Pvt. Ltd

  Aug 2015 - May 2016

  Linux System Administrator

  Provided system support to staff and external parties for various Red Hat systems including the management of account access controls. Prepared and maintained lab computers and other equipments according to the different courseware and classroom scenarios.

• 

  Cisco

  Apr 2017 - now

  In my role as a High Touch Operations Manager, I serve as an escalation point between large mission-critical Web customer and Cisco's High Touch Technical Support. Here, I leverage my technical background, creative disposition and extensive customer facing experience to create an end-to-end feedback loop. Recently, I have helped the organization secure a multi-year, multi-million dollar services renewal through close partnerships with the customer and Cisco account team. My responsibilities for this role include - • Be an established "go to" person and main point of contact for customer and internal operational issues. • Act as an escalation manager to bridge any process gaps and for an expedited resolution of technical issues. • Identify up-sell opportunities and collaborate with account teams to develop compelling business justifications. • Perform and present data trending/analysis to help customer gain visibility over network performance and stability. • Gather and scrub technical support and operational data, and present it to the customer leadership team providing actionable analytics addressing issues and opportunities during monthly and quarterly business reviews. Show less In my role as a Customer Experience Manager for Premium Support at Cisco AppDynamics, I managed overall support experience for large premium enterprise accounts. • On-boarded new enterprise accounts into AppDynamics Premium Support offering and assisted technical and management stakeholders with their premium support needs by being their dedicated single point of contact. • Understanding customer goals, business needs and technical challenges, I acted as a trusted advisor during planning and implementation phases of major SaaS projects. • Hosted training sessions with current and prospective Premium Support customers to drive adoption for AppDynamics features, contributing to indirect revenue generation and up-selling of feature licensing. • Proactively monitored AppDynamics controllers for customers and notified them on any data loss to mitigate any high severity escalations. • Managed incident responses and coordinated the drafting and delivery of RCA documents to customers. Show less In my role as a High Touch Operations Manager, I serve as an escalation point between large mission-critical Service Provider customer and Cisco's High Touch Technical Support. Here, I leverage my technical background, creative disposition and extensive customer facing experience to create an end-to-end feedback loop. Recently, I have helped the organization secure a multi-year, multi-million dollar services renewal through close partnerships with the customer and Cisco account team. My responsibilities for this role include - • Be an established "go to" person and main point of contact for customer and internal operational issues. • Act as an escalation manager to bridge any process gaps and for an expedited resolution of technical issues. • Identify up-sell opportunities and collaborate with account teams to develop compelling business justifications. • Perform and present data trending/analysis to help customer gain visibility over network performance and stability. • Gather and scrub technical support and operational data, and present it to the customer leadership team providing actionable analytics addressing issues and opportunities during monthly and quarterly business reviews. Show less As a Technical Consulting Engineer at Cisco TAC, I was responsible for driving a positive Customer Experience, ensuring a seamless, end-to-end technical support experience for the customers by providing assistance in deploying, migrating and troubleshooting critical Cisco Network Management Tools such as Cisco Prime Infrastructure and Smart Software Manager Satellite. My responsibilities for this role included - • Utilize a thorough knowledge of network systems including Terminal Command Line and GUI interface to facilitate the installation of software. • Provide prompt and accurate technical consultation and follow up with the customers to ensure that their servers are fully functional after troubleshooting. • Prioritize and manage several open issues at one time while maintaining jovial relationship with the customers. • Serve as a liaison between cross-functional teams to drive issue resolution and to act as customer’s advocate. • Rectify and submit software defects and work with Development team to drive them to their resolution to further enhance product quality and thereby customer’s interaction with the product. Show less

  • High Touch Operations Manager

    Dec 2022 - now

  • Customer Experience Manager - Premium Support

    Aug 2022 - Dec 2022

  • High Touch Operations Manager

    Aug 2019 - Aug 2022

  • Technical Consulting Engineer

    Apr 2017 - Aug 2019