Akhilesh Thottakath Chakkan

• Part of customer success team and provide premier technical support to identify, manage, troubleshoot, and resolve customer-facing problems while providing white glove services to assist premium/platinum customers to achieve their IT security objectives using Exabeam Security Operations Platform and SIEM products.
• Interfaced directly with customers and engineering teams to ensure smooth and swift resolution
• Solved challenging and complex problems, collaborated and share knowledge across the organization and innovate solutions enabling our customers to make most of Exabeam's software (New-Scale SEIM, Exabeam Fusion, SEIM, Security log management, Security Investigation, Security Analytics)
• Always been a top technical resource for the company's most valued and strategic customers
• Study customer data, environment and configuration to identify and narrow down root cause
• Performed in-depth analysis of issues to support engineering fixes and highlight common issues and trends
• Assist customers and front-line support engineers to diagnose, troubleshoot, and resolve customer issues
• Acted as technical leader and assist in growth of other engineers through one-on-one mentoring, one-to-many education scenarios and problem-solving collaboration
• Built business relationships with key customer contacts and Technical Account Managers
• Demonstrated ability to quickly identify customer issues to specific processes, services, or components; and was able to conduct in-depth analysis with engineering group effectively
• Developed tools and scripts to automate troubleshooting activities and explore diagnostic opportunities based on monitoring/alert

Positions Held:

Sr Cloud Security Engineer,October 2021 to April 2022

Sr Systems Engineer(Platform Engineering),May 2020 to October 2021

Sr Escalation Engineer,April 2019 - April 2020

Escalation Engineer,August 2016 - April 2019

• Subject matter expert on multiple Cloud,Cyber security solutions and services
• Analyze Engineering and software problems to implement and improve Applications,Network and System security
• Work as primary contact for end customers and internal escalations teams for high priority escalated issues
• Point for Infrastructure escalations for Application/Systems Network related issue and troubleshoot, analyze customer traffic pattern using packet analyzers and networking tools
• Identify factors which could potentially affect the end user experience during the installation process of Netskope Security platform
• Develop tools for internal monitoring of various micro-services and data pipelines that run on Netskope security-network cloud platforms
• Receive functional,performances and security issues from customers and promptly work with development engineering and DevOps engineering teams till resolution
• Provide information security recommendation and configurations to best detect data/DLP violations
• Work on Internal Platform Engineering projects to best scale network infrastructure to meet customer requirements
• Work on new product Infrastructure design and work with Support team and Engineering Sustaining team to build better processes and drive productivity and strengthen security
• Identify factors which could potentially affect end user experience during installation process of Netskope Security platform
• Provide day-to-day support to DevOps,Customer support, professional services, Sales Engineers on troubleshooting guidance
• Performed root cause analysis to provide resolutions for product and production related issues
• Created SOP's and troubleshooting guides to educate co-workers on new features and troubleshooting protocols
• Work closely with internal support teams, end customers, other stakeholders to identify and diagnose product issues and related network issues
• Developed testing procedures and documentation for reproducing issues
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
• Directed and assist customers to detect flaws and application related vulnerabilities
• Performed risk analyses to identify appropriate security countermeasures
• Used metrics to monitor application and infrastructure performance
• Identified, analyzed and resolved infrastructure vulnerabilities and application deployment issues
• Created policies and procedures for emerging security technologies and proposals

Position held: Sr Escalation Engineer

• Provide DNS, DHCP, IPAM service and security with multi-cloud visibility and control
• Performed advanced troubleshooting assistance to large enterprises and Tier-1 ISPs for Infoblox products
• Troubleshoot integration issues with other systems like Microsoft AD, LINUX/UNIX OS, external RADIUS servers, BIND servers and ISC DHCP servers
• Manage crisis situations that involve technically challenging problems and diverse audiences
• Respond to critical network outages
• Drive escalation conference calls with large enterprise/ISP customers and account teams and manage Support relationship with those customers
• Own problem resolutions requiring extensive analysis, troubleshooting, including escalation to product development and Engineering
• Provide critical escalation assistance to customer after hours by participating in on-call duties
• Review technically escalated cases
• Interface with Engineering for complex issues and bugs
• Work closely with third-party software vendors and their professional services groups to troubleshoot complex integration scenarios
• Provide high level troubleshooting for Infoblox product deployments in ISP environments, especially DNS caching, DNSSEC and DHCP fail-over
• Translate customer business issues/opportunities into technical solution/business requirements
• Escalation support to L1 / L2 Technical Support Engineers and Technical Account Managers Mentor new Technical Support Engineer hires
• Contribute to knowledge sharing through knowledge-base articles.

Positions held:

Technical Support Engineer(02/2011 to 05/2012)

Sr Escalation Engineer( 05/2012 to 01/2013)

• Handled first and second level technical support issues for Infoblox enterprise/ISP customers
• Worked primarily in US-North America time zone shifts during this period
• Served as primary point of contact for support relating to owned solutions and products
• Helped streamline repair processes and update procedures for support action consistency.