Sr. Associate Account Management

Company

Sutherland

Location

bengaluru, karnataka

Type

Full-time

            Job Description

Provide technical support to enterprise customers on complex storage and infrastructure issues across a global 24x7 model. 
Own cases end to end, from initial triage through troubleshooting, communication, documentation, and resolution. 
Diagnose problems spanning storage protocols, host connectivity, controller behaviour, performance symptoms, platform interoperability, and more. 
Troubleshoot any HW and SW issues that comes up during ongoing platform use. 
Manage customer communication with professionalism and urgency, especially during business-impacting situations. 
Work closely with cross-functional teams including escalation teams, engineering, and customer stakeholders to drive timely outcomes. 
Maintain high-quality case notes, action plans, and technical documentation throughout the support lifecycle. 
Adhere to SLA targets, escalation protocols, and quality standards consistently. 
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Sr. Associate Account Management

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