Sandeep Yadav

WORK HISTORY

EDUCATION

SKILLS

ABOUT SANDEEP YADAV

Providing Level-3 for products such as PCRF and HSS Acts as Level 3 customer support prime to multiple customers, providing ongoing services to a global customer base in an effort to identify and resolve complex technical problems for customers as defined within the contractual Service Level Agreements. Able to moderate customer calls through to the managerial level and minimize escalations. Able to solve complex technical issues independently, using internal resources as needed. Able to coordinate multiple, on-going issues and provide effective communication to customer and internal stakeholders. Acts as a subject matter expert (SME) for a broad range of solutions; is a primary resource to others relating to these areas. Communicate clearly and precisely with customers (written and verbal), and maintain accurate and timely records in the Service Request (SR) tracking system. Maintain ownership of SRs through until resolution and collaborate with various functional departments (Product Management, R&D and others) to ensure timely and accurate solutions are provided to customers. Contribute to the development and growth of the overall business by pursuing the implementation of process exception examples and/or improvement ideas. Participate in a pager rotation schedule supporting emergency after-hour activities 24/7. Provides technical leadership for the support team towards providing best-in-class support; fully supports the team through professional work habits, skill application sharing knowledge through teaching, guidance and mentorship of less experienced team members. Works with the manager to deliver quality products regardless of business, schedule or content changes.