Neela Srinivasan

Engaged in two segments of the larger executive sponsored Case Elimination initiative - GlobalProtect Migration and Case Reduction of Customer Education category of cases.

Performed case analysis to identify and recalibrate a more effective approach to deflect cases.

Participated as co-host in initial round of customer webinars on PANOS Upgrade.

• Assembled, coordinated and led cross-functional teams/leadership to de-escalate and resolve priority incidents rapidly to meet SLA requirements while reducing overall impact.
• Established strong relationships with stakeholders across various departments to facilitate seamless collaboration during high-pressure situations.
• Timely and frequent executive (internal and external) communication during incident resolution.
• Conducted root-cause analysis, process, product and people improvements to identify trends and underlying causes of incidents and help conform to SRE principles of reducing toil, improve monitoring and automation.
• Collaborated with SREs to develop runbook targetting both Incident Managers and SREs.
• Managed and provided oversight of software upgrades/deployments for the top 4 priority customers.
• Provided dedicated support to VMW's largest VMC on AWS customer.

• Owned and managed critical accounts that are at the highest level of escalation within PANW by assembling virtual cross-functional teams (engineering and non-engineering)
• Frequent and timely status updates to internal and external executives and invested stakeholders.
• Successfully re-established productive partnerships and rebuilt relationships with distressed accounts
• Led meetings with external and internal teams to align on project goals and improving customer engagement through relationship management and timely communications.
• ACCOMPLISHMENTS
• Raised awareness/visibility with Engineering leadership on technical shortcoming that led to acknowledgement of a systemic issue and subsequent multi-department efforts to address the problem.
• Long-term engagement with a priority customer led to successful sell of premier support services.
  
  

• Case Management of both high profile and routine escalations for expedited problem identification, replication & resolution
• Routinely called upon to handle challenging situations where case management duties included communicating detailed, concise summaries and status to all levels of stakeholders.
• Responsibilities included authoring Root Cause and Possible Cause documents in addition to contributing articles to the technical knowledge base
• Engage and collaborate with various engineering and support organizations and resources on complex technical issues for speedy and efficient problem resolution
• Host conference calls and WebEx sessions in a multi-vendor scenario and drive joint analysis and root-cause identification activities
• Analysis of system and application cores, source code review (C, shell scripts)

• Successful member of SUN OEM team - technical liaison for Veritas Sun OEM alliance)
• Primary liaison and first point of contact for all escalations from Corporate Technical Escalation Group including 24×7 support during critical (PRI0 and PRI1) incidents
• Responsibilities included problem research and replication, engage, participate and drive Engineering and cross-functional teams in all related activities to meet aggressive SLAs for resolution while assuming and retaining ownership of escalation life cycle
• Chartered with hosting weekly escalation status update meetings with escalation engineers from Veritas and Sun Microsystems that consequently
  yielded higher customer satisfaction outcomes and improved time-to-resolution statistics
• Hosted bi-monthly product defect & bug-scrub engineering meetings that enabled timely necessary updates regarding re-prioritized defects resulting in near compliance of meeting the target of 100% P1 & P2 bug fix inclusions in quarterly patch release cycles
• Responsible for negotiating defect priority upgrades/downgrades based on criticality and business impact
• Acted as advocate/voice of customer in Engineering Product Release ''Go/No-Go'' meetings
• Participated in Veritas-Oracle-Sun Joint Escalation Center escalations and weekend coverage of escalations
• Started career at VERITAS providing front-line support for Volume Manager, File System and Cluster products.
• Enhanced system performance by identifying and resolving complex technical issues.

• Software support for test & source control management software

• Worked with SMEs to identify course content that met with Management mandated course requirements as identified by Engineering Management
• Manage training roster to ensure 100% training compliance for the System Engineering community
• Responsible for all training logistical activities including scheduling training rooms, trainers and student enrollment
• Assist with developing and printing training material
• Develop survey questions to institute feedback loop to improve content and training experience.

• Responsibilities included installation, maintenance and administration of hardware and software for internal customers in North America Western Region Sales offices
• Projects: AFO (American Field Offices) Standardization
• AFO Solaris 2.x upgrade
• AFO Sales desk upgrade
• System Administration Support for Western Region Area Sales Office in Mountain View and satellite offices in Santa Clara, Pleasanton and Sacramento
• Maintained email alias database for east.sun.com as part of East Coast Network Operations Team.