Narendranath Ale
Hyderabad
Summary
Dynamic and customer-focused Technical Account Manager with 10 years of experience in managing complex technical solutions for enterprise clients. Skilled in providing technical support, managing relationships with key stakeholders, and ensuring successful product adoption and integration. Expertise in cloud technologies, troubleshooting, and delivering exceptional customer service. Proven track record of reducing customer churn and enhancing product satisfaction through proactive solutions.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Sr Technical Account Manager
Lookout Inc
12.2021 - Current
- Serve as the main point of contact for 15+ high-value clients, ensuring successful product implementation, optimization, and overall satisfaction.
- Guiding, assisting, analyzing Customers enterprise architecture to fit with the Lookout single proxy architecture.
- Understanding customer requirements and providing an easier way of enforcing trusted access and protecting sensitive data from any security threat through a unified set of controls.
- Responsible for deploying, configuring, and troubleshooting issues, assisting with technical discussions, and providing technical consulting for the Lookout Security Suite(CASB, SWG, ZTNA, RBI, FWaas, UEBA, DRM, CDR, CSPM, CDD, OCR).
- Designed and implemented Lookout DLP solution for Data-in-Motion (DIM), Data-at-Rest (DAR).
- Implemented Lookout Secure Email Gateway to stop the exfiltration of sensitive data by enforcing policy rules on outbound email content.
- Implemented risk vectors and risk scores to determine the user risk level with remediation actions.
- Implemented Lookout CASB for Messaging application, Storage applications, Sanctioned & unsanctioned Cloud applications by applying DLP policies with digital content rights.
- Implemented CSPM to identify and remediate the risk of misconfigurations with remediation workflows across Cloud Environments/Infrastructure(IaaS).
- Designed and implemented ZTNA as a replacement to VPN to isolate the act of providing application access from customers network.
- Strategizing Lookout end-point clients deployment using MDMs.
- Lead customer onboarding and integration projects, reducing implementation time by 20% through streamlined processes and clear communication.
- Conduct technical reviews and provide product training, ensuring clients fully understand and maximize the use of Lookout software solutions.
- Identify upsell and cross-sell opportunities, increasing revenue in existing accounts.
- Provide detailed Quarterly reports on product usage, performance, and areas for improvement as part of quarterly business reviews(QBRs).
- Implement and Integrate SIEM, SMTP, LDAP, SAML, EDLP, EMM, SSO, Data Classification, SCIM, Quarantine Management, HKMS, Notification channels.
- Assisting customers to maintain compliance with regulations such as PCI-DSS, NIST CSF by applying granular data protection policies.
- Minimized impact during crises through strategic management, preserving customer trust.
- Led cross-functional initiatives to streamline processes and enhance customer experience.
Senior Technical Support Engineer
Lookout Inc
07.2016 - 11.2021
- Analyzing the customers enterprise architecture to implement the New features with Lookout security gateway and CASB.
- Deployed the Lookout security product in the customer premises remotely and supporting gateway related issues.
- Configuring different encryption schemes (AES, DES) in customer environment to meet the compliance.
- Provided E-mail and telephonic support, remote diagnostics, research and duplication of reported problems for both Pre-Go Live and Post Go Live stages.
- Worked extensively on ServiceNow Applications and SAP C4C.
- Worked on various ServiceNow integrations like LDAP, SSO, and JDBC.
- Following Zendesk tickets of customers based on the assigned ownership and track them to closure.
- Handle tickets escalated from Tier1 as per SLA and the severity.
- Analyzing the severity of the issue (Sev1, Sev2, Sev3 & Sev4) and depending on it arrange conference bridge with concerned departments.
- Work closely with the team to replicate customer environments.
- Own the weekly releases and always a customer advocate by working closely with customers and their Technical Team.
- Maintain strong working knowledge of released products, take ownership for product improvement, and participate in Pre- release activities and BETA programs.
Technical Support Executive
HEALTH TECH GLOBAL SOLUTIONS PRIVATE LIMITED
08.2014 - 11.2015
- Supporting Hardware Infrastructure – Desktops, Laptops, Mobiles, and Virtual Machines.
- Creating Firewall rules (LAN, WAN).
- Configured DNS, and DHCP settings in Cyberoam Firewall.
- Designed and implemented Web Filter Policy and Application Filter Policy in Firewall.
- Troubleshooting issues on Firewall.
- Maintaining and Solving issues Matrix EPABX Box (IVR, Voice Logger) for Call Centre.
- Maintaining PRI Lines.
- Maintaining System Security.
- Configuring new Network devices.
- Resolving day to day issues like printer, email, internet, computers and laptops.
Education
B.Tech - Information Technology
Aurora’s Engineering College
Skills
- Incident Response and Mitigation
- Cross-Functional Collaboration
- Zero Trust Architecture
- Security Information and Event Management
- Cloud Risk Assessment
- Identity Access Management
- Multi-factor Authentication
- Log Analysis
- Data Encryption Techniques
- Technical Support & Troubleshooting
- Client Relationship Management
- Product Implementation & Integration
- Data Analysis & Reporting
- Escalation Management
- Collaboration with development teams
Certification
- AWS Certified Solutions Architect - Associate
- Certified Ethical Hacker
- ServiceNow Certified System Administrator
Timeline
Sr Technical Account Manager
Lookout Inc
12.2021 - Current
Senior Technical Support Engineer
Lookout Inc
07.2016 - 11.2021
Technical Support Executive
HEALTH TECH GLOBAL SOLUTIONS PRIVATE LIMITED
08.2014 - 11.2015
B.Tech - Information Technology
Aurora’s Engineering College
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