Aditya Mohan

Owner for Assigned Azure Clients hence responsible for Customer Onboarding and Training. Conducts monthly service reviews, preparing MSR/QBR materials. Handles customer escalations, serving as the main point of escalation during downtime events; and attending RCA sessions for individual customer incidents to compile incident reports. Responsible for following up with assigned customers on loyalty NPS survey responses.

Responsible for processing component upgrades/downgrades by generating support tickets, and documenting customer churn in internal ticketing systems. Conducts monthly service reviews, preparing MSR/QBR materials. Handles customer escalations, serving as the main point of escalation during downtime events; and attending RCA sessions for individual customer incidents to compile incident reports. Supports Client Engineers/Architects, by providing insight into the needs of assigned customers, as it relates to strategic account planning from a technology perspective.

Dealing with all the aspects of incident management, starting from onboarding of a new client to entire life cycle of the project. Providing software support and delivering training were the main KRAs, including management of client requests, incidents closure, increasing the product usage to maximum, maintaining the quality. Drafting the RCA for all the priority incidents along with successful implementation of the corrective actions.

Lead the team of 20 Service desk and desktop engineers of different domains to get the issue resolved by them. Responsible to get IT incidents resolved as soon as possible ensuring the services are up and running back to normal with least impact on business and quality of service. Also performing audits and analysis on the incidents to find the RCA in order to decrease the number of incidents.