Jaishu Agarwal
|| Cloudera, Hadoop/Big Data Admin, AWS, Azure, Git/GitHub, Terraform, Ansible || 2x AWS | 1x Azure | 1x HashiCorp ||
- Role
- Senior Customer Operations Engineer at Cloudera
- Location
- Pune Division, MH, IN
- LinkedIn followers
- 500 followers
About Jaishu Agarwal
Results-driven Production Support Leader with 13+ years in Big Data Operations (Cloudera…
Experience
Senior Customer Operations Engineer
Apr 2024 — Present · Bengaluru, IN
Providing remote technical support, operational guidance, and drive break-fix issue resolution for internal and external customers, collaborating with cross-functional teams to ensure high customer satisfaction.• Resolved 20+ high-severity cases monthly with <4-hour MTTR, improving SLA compliance by 15-20% through optimized escalation paths and proactive monitoring.• Achieved 4.8/5 CSAT scores by proactively managing customer expectations through active listening and tailored solutions, reducing escalations by 30% and fostering collaborative relationships.• Led post-mortems for major incidents, documenting actionable insights that reduced repeat outages by 40% and improved Cloudera’s Knowledge Base for global teams.• Collaborate with cross-functional teams, including engineering, product management, and quality assurance, to escalate and resolve complex technical issues.• Spearhead knowledge sharing as SME, mentoring 15+ engineers and authoring 10+ technical blogs that decreased repeat issues by 25%.
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