Vinutha Thomas Madappa

About Vinutha Thomas Madappa

Product Operation and Escalation Management:• Solve and prevent tough client issues and handling escalated bugs and resolving production issues• Ability to coordinate with stakeholders and ensuring to achieve agreed-upon team SLA metrics.• Troubleshooting complex issues of all Google products such as DCM, DRM, DBM, GAP managing and co-coordinating with services team on daily and weekly alerts.• Identifying, analyzing, and initiating the escalation process based on the escalation criteria specified by the organization.• Linking the escalation task with incident problem records, identifying suitable service provider contacts, and finding the appropriate customer management services qualified for the task.• Working closely with Engineering to address any technical or customer escalation issues and ensuring the consumer satisfaction throughout the escalation process.

Experience

1. Senior Technical Analyst at Google,hyderabad

   Accenture

   Apr 2014 — Present · Hyderabad, IN

   Google Analytics Premium: Part of a pilot batch with respect to Google Analytics premium project Hyderabad, India Coordinate with cross-functional teams including Product Management, Sales, and Engineering to drive client communications, feature prioritization, and technical issue resolution, Interact with product management, engineering, sales, and services across the globe, to integrate services input into the product and prepare the broader organization and marketplace for new innovations. Define technical requirements and specifications for custom solution development for new and existing Google analytics premium clients Work closely with sales, Technical and various other teams and help customers to get implemented and ensuring if GA is collecting data accurately. Help clients in Post sales implementation and checking if GA and DoubleClick Product is tracking Work in resolving discrepancies issue between cross platform such as GA and other doubleclick products, Adwords Troubleshooting GTM related issues and providing suggestion to the client in case of implementation and tracking Integrating various Doubleclick products, and ensuring if the campaign data is tracking properly in GA Manage relationships with and provide solutions-oriented service to end customers. Schedule interview for candidates and shortlist them for next round Documentation of daily process and training the new bees Managing the queue, and acting as sift lead to assign equal cases amongst the team members depending on the caliber of each individual.

Education

• Mahajana First Grade College

  Bachelor of Commerce (B.Com.)

  2008 — 2011

Skills

• Javascript
• Team Management
• Microsoft Excel
• Omniture
• Troubleshooting
• Behavioral Targeting
• Dart for Publishers
• Digital Marketing
• Openx
• Digital Media
• Microsoft Office
• Online Marketing
• Dart for Advertisers
• Online Advertising
• Ad Networks
• Html
• Soft Skills
• Ad Serving
• Doubleclick
• Advertising
• Rich Media
• Msn Adcenter
• Campaign Management