Karthik G
- Role
- Escalation Manager at Trellix
- Location
- Madurai, IN
- LinkedIn followers
- 500 followers
About Karthik G
Optimum Utilization of Available Resources.
Experience
Escalation Manager
Apr 2022 — Present
Escalation & Project management, People Management- Technical and Process Training. Analytics / Reporting- ITIL / ITSM. 24/7 Production support. Incident, Change, Knowledge and Project Management- Service delivery, Service Management and Enterprise Operations- End User Computing, Enterprise Infrastructure and Cybersecurity- Process optimisation and automation for work inflow, based on availability and load-based assignment, Call-backs, reassignments, follow up, monitoring, etc- Work closely with internal and external stakeholders, from technical contributors to management & global support teams- Actively identifying bugs and areas of improvement in the Product, process, and support portal- Train engineers on the process, product, and tools. Mentor and guide team on complex SRs- Preferred contact for escalations from customers & Sales / Support for critical incidents- Drive customer retention and adoption rates- Co-ordinate with resources throughout McAfee Enterprise- Handled Enterprise Security Manager, Database Activity Monitoring (DAM) and Policy Auditor (PAU) technical support in cradle-to-grave process, high severity analysis, reporting & resolution.
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