James Knott
Director, Customer Support at Rubrik | Rubrik Ransomware Response Team co-founder & leader
- Role
- Director Customer Support at Rubrik
- Location
- Raleigh-Durham-Chapel Hill, NC, US
- LinkedIn followers
- 500 followers
About James Knott
Highly driven detail and results oriented customer support leader focused on support delivery. Identifying and fulfilling customer support needs. Problem solver - able to identify needs and issues and get them resolved. Team builder, innovator, process, and program developer. Passionate advocate for efficiency & continuous improvement. Building and nurturing strong and lasting customer relations and partnerships by ensuring delivery of exceptional customer care.
Experience
Director Customer Support
Mar 2022 — Present · Raleigh, NC, US
Ransomware Response Team: Co-founder & global leader of Rubrik’s Ransomware Response Team (RRT). This team provides the highest levels of urgency, focus, continuity, and incident management regarding customer ransomware related data recoveries.Escalation Management Team: Co-founder & global leader of Rubrik\'s Escalation Management Team (EMT). This team provides oversight and facilitation for Rubrik based customer escalations. This includes incident management to issue(s) resolution, root cause analysis, and post incident lessons learned to prevent further occurrences whenever possible. US Federal Support: Technical support leader and liaison for US Federal account and operations teams. Responsible for support delivery and creation & maintenance of processes and procedures to ensure all US Federal customers (Intel/DoD/Civilian) receive the required levels of support. Philosophy - Hands-on,\"lead from the front\" approach. Focused on results, objective and outcome oriented. Strong attention to detail, while not losing sight of the big picture objective. Total commitment and ownership to accomplish the required tasks at hand. Driver of continuous product and process improvements through application of lessons learned.
Skills
- High Availability
- Service Delivery
- Technical Support
- Netapp
- Escalation Resolution
- Storage Area Network (San)
- Disaster Recovery
- Itil V3 Foundations Certified
- Field Operations
- Partner Development
- Customer Service
- Service Delivery Management
- Support Account Management
- Virtualization
- Account Management
- San
- Cloud Computing
- Nas
- Storage Area Networks
- Storage Management
- Customer Engagement
- Customer Satisfaction
- Customer Escalation Management
- Vendor Management
- Storage Virtualization
- Technical Leadership
- Project Management
- Partner Management
- Global Operations
- Itil Process Implementation
- Customer Support
- Data Center
- Storage
- Enterprise Storage
- Customer Insight
- Itil
- Escalations Management
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