Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic
Madhav Kottayil

Madhav Kottayil

Lakeville

Summary

Results-driven Strategic Support Analyst at Anaplan with expertise in Anaplan Model Building and SAP. Proven track record in enhancing customer satisfaction and resolving complex issues. Skilled in Splunk and Grafana, I excel in training teams and fostering collaboration, ensuring efficient support processes and successful project outcomes.

Overview

17
17
years of professional experience

Work History

Strategic Support Analyst

Anaplan
Minneapolis
12.2023 - Current
  • Delivered dedicated support to assigned customers, enhancing service satisfaction.
  • Managed 25 customer accounts as primary technical support contact and enterprise service manager.
  • Conducted comprehensive product and feature training for support teams.
  • Transitioned logging tool from Splunk to Grafana, creating documentation and conducting team training.

Level 3 Product Support Analyst

ANAPLAN
Minneapolis
03.2022 - 08.2023
  • Conducted in-depth analysis of complex modeling issues in Anaplan and effectively resolved customer problems.
  • Employed logging tools such as Splunk and Signal Fx to analyze customer issues and provide timely resolutions.
  • Collaborated with diverse engineering and development teams to address various product feature-related challenges.
  • Assumed the role of a point of contact (POC) for two features, working closely with Engineering and Development teams.
  • Established strong connections with customers, engaging in discussions, troubleshooting, and resolving escalated issues in their Anaplan model builds.
  • Demonstrated expertise in Anaplan Application Life Cycle Management (ALM), leading support processes and providing subject matter guidance.
  • Specialized in recreating, comprehending, and testing bugs in the proprietary data visualization software, NUX.

Level 2 Senior Product Support Analyst

ANAPLAN
Minneapolis
05.2017 - 03.2022
  • Possess extensive expertise in Anaplan and its features, demonstrating a deep understanding of the product.
  • Utilized the Splunk tool to analyze system performance and identify areas for improvement.
  • Investigated and resolved various issues within the product, actively advocating for enhancements by coordinating with the development team.
  • Proficient in incident management tools like Salesforce and JIRA, ensuring efficient and timely handling of escalations and serving as a liaison between customers and Anaplan Level 3 personnel.
  • Prepared daily handover documentation and conducted regular stand-up meetings.
  • Contributed to the 24/7 customer technical support branch of Anaplan, providing assistance on product features, configuration, implementation, and error troubleshooting.
  • Collaborated with Engineering, Product, Operations, and Customer Success departments within Anaplan to find resolutions to support-related issues.
  • Mentored and trained over 15 new team members, facilitating their smooth onboarding and providing hands-on practical training for the Product Support role.
  • Worked with management and cross-functional teams to establish protocols and standard operating procedures (SOPs).
  • Collaborated with the Anaplan model performance analysis team, successfully transitioning model open analysis work to the Senior support team.
  • Developed and implemented the process across the entire team.
  • Proficient in troubleshooting data integration issues faced by Anaplan customers.

SAP Basis Administrator

THE TIMKEN COMPANY
Bangalore
02.2012 - 06.2016
  • Conducted SAP system installations, including ASCS, PAS, additional application servers, and DB instances.
  • Facilitated hardware upgrades, transitioning from 2-node to 3-node cluster servers.
  • Performed SAP system upgrades and updates, including SPS and Kernel upgrades across all landscapes.
  • Established and maintained TMS (Transport Management System) setup and maintenance across all landscapes.
  • Executed system refresh, system copies, and client copies.
  • Scheduled and executed maintenance activities over weekends following security patching for servers.
  • Collaborated with other functional areas to correct and implement SAP software and fixes.
  • Applied and reviewed OSS Notes, as well as performed SAP Marketplace activities.
  • Managed spool administration, including printer configuration and end-to-end troubleshooting.
  • Conducted troubleshooting and root cause analysis for system issues.
  • Adhered to SLA response and resolution times, ensuring regular updates on cases.
  • Complied with customer change management policies and processes.
  • Provided evidence for monthly/quarterly audits pertaining to changes in DB objects, TMS, and client settings.
  • Delivered weekly updates and assisted Project Managers in addressing problems and escalations.

Technical Support Engineer

INFRA AFRIC (PTY) LTD
Gaborone
10.2008 - 01.2012
  • Utilized GRC (Governance, Risk, and Compliance) to submit SAP Access Requests and configured SAP clients for end users.
  • Provided assistance to internal users regarding SAP GUI settings/configurations and facilitated SAP account password resets.
  • Monitored alerts for SAP systems.
  • Troubleshot SAP connectivity issues, ensuring smooth system access.
  • Processed domain access requests, enabling appropriate access permissions for users.
  • Conducted troubleshooting of network issues impacting SAP system connectivity.

Education

B.E - Electronics and Communication

05.2008

Skills

  • Anaplan
  • SAP
  • Anaplan Model Building L1 and L2
  • SAP ECC(Netweaver)
  • SAP SCM
  • MS SQL DB Server
  • Windows Platforms
  • MacOS
  • Batch Scripting
  • Splunk
  • Grafana
  • JIRA
  • Salesforce
  • Confluence

Accomplishments

  • Successful ERP Upgrade from EHP5 – EHP7 for Timken Russia.
  • Successful ERP Upgrade from EHP5 – EHP7 with PLM Core Components for Timken Global.
  • Successful BW System Upgrade to 7.4.
  • Outstanding contribution to Nota Fiscal Electronica XML3.1 project.
  • Highest customer satisfaction survey.

Timeline

Strategic Support Analyst

Anaplan
12.2023 - Current

Level 3 Product Support Analyst

ANAPLAN
03.2022 - 08.2023

Level 2 Senior Product Support Analyst

ANAPLAN
05.2017 - 03.2022

SAP Basis Administrator

THE TIMKEN COMPANY
02.2012 - 06.2016

Technical Support Engineer

INFRA AFRIC (PTY) LTD
10.2008 - 01.2012

B.E - Electronics and Communication

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Madhav Kottayil