Sasikanth Ambati

Brave Energy Systems provides software solutions for the Australian energy market. We are dedicated to streamlining business processes, improving data management and approaching regulatory change with agility and innovation.

Roles & Responsibilities:

This role involves managing the resolution of support tickets raised by our customers and requires a strong focus on testing and analysis. You will manage multiple customers through direct communication and support tickets, ensuring issues are thoroughly tested and analyzed to deliver effective solutions.

• Provide problem management and customer communication
• Respond to customer requests as per agreed SLA’s
• Initiate investigation on issues and work with Product, Test and Release teams on solution delivery
• Create status reports and review latest status with customers
• Create and update Knowledgebase content to facilitate solving similar problems in the future
• Review database and application health check reports and address reported issues and warnings
• Work with Product, Test and, Release teams to help solution delivery and prioritize items that will need to be fixed in future releases
• Closely work with internal teams to achieve highest customer satisfaction
• Provide end user training as needed
• Continuously learn about new application features and energy market changes to improve team performance
• Engage in developing and enhancing support monitoring and health check tools
• Work closely with ITI team to optimize database performance
• Develop a thorough understanding of the application’s testing framework.
• Participate in test planning sessions to ensure all customer-reported issues are addressed in test cases.
• Ensure that regression testing is conducted after every release to prevent the reoccurrence of resolved issues.
• Work with the Test team to establish automated tests for critical functionalities to improve efficiency.
• Keep abreast of the latest testing methodologies and tools to enhance the testing process.
• Encourage and participate in knowledge-sharing sessions related to testing best practices within the team.
• Provide input on test strategies based on customer feedback and issue trends.

• Spearheaded the successful implementation of Lazsa Production Support, showcasing proficiency in translating customer requirements into actionable implementation plans.
• Exhibited expertise in comprehensive database management encompassing design, optimization, and maintenance, ensuring the seamless integration of Lazsa Production Support.
• Collaborated closely with customers throughout the product implementation phase, understanding their unique requirements and providing tailored support for optimal system integration.
• Established effective communication channels with customers, conveying their feedback, requirements, and suggestions to the development team, leading to continuous product enhancements.
• Managed customer expectations effectively, ensuring a high level of satisfaction throughout the product implementation process.
• Collaborated seamlessly with cross-functional teams, including developers, QA engineers, and project managers, to ensure the timely and successful delivery of implementation projects.
• Maintained detailed project documentation, including plans, progress reports, and issue logs, ensuring transparency and facilitating effective tracking of project status.
• Provided ongoing support for databases, managing tasks such as backups, updates, and performance monitoring to guarantee the reliability of Lazsa Production Support.
• Demonstrated a proactive approach to incident response, swiftly addressing database-related issues, conducting root cause analysis, and implementing preventive measures.
• Played a pivotal role in identifying areas for improvement in product implementation processes, driving the development of strategies to enhance efficiency and customer satisfaction.
• Collaborated with external vendors and partners as needed for successful implementation, ensuring seamless integration with third-party systems and services.

• Acting as the first point of contact for analyst queries | Logging incidents, service requests & access requests Take ownership of high priority incidents and requests | Providing phone & email support to internal clients.
• Good Knowledge in wide range of monitoring & incident management tools: Ensure the impeccable delivery of the Executive Eye - Management Information System, prioritizing top-notch quality.
• Implement product deployments within the SaaS environment, tailoring configurations to meet the unique requirements of each client: Establish effective communication channels with stakeholders and partners.
• Foster coordination and collaboration among multiple cross-functional teams, business users, project managers, and other engineers to develop a system that ensures a seamless customer experience.
• Proficiently develop SQL Scripts and Server queries to extract valuable information from databases, facilitating management reporting: Regularly engage with customers to gather feedback and insights, leveraging this information to enhance the product's functionality and user experience.
• Conduct extensive testing and rigorous quality checks to guarantee the delivery of a highly efficient and defect-free product: Actively participate and contribute to the design of applications, making valuable contributions to product feature enhancements and streamlining processes.
• Manage sprint ceremonies as a skilled Scrum Master, ensuring smooth and successful project iterations.
• Employ robust strategies to monitor and track the progress of product delivery, ensuring adherence.
• Continually assess and optimize product performance through data analysis / iterative improvements.

• Service - handling customer concerns in line with the corporate policies and procedures | Technical support and operations coordination - Adherence to practices & protocols: Sustenance of close business relationships
• Data update, reconciliation, identification, and rectification of inconsistencies within the client accounting system.
• Conduct comprehensive assessments of clients' current HR systems, processes, and workflows to identify areas for improvement and optimization within the enterprise or total choice HR systems.
• Analyse and evaluate various enterprise or total choice HR systems available in the market, considering factors such as functionality, scalability, integration capabilities, cost-effectiveness emerging industry trends, regulatory requirements, and cutting-edge practices.
• Orchestrated end-to-end implementation of sophisticated software solutions, meticulously aligning them with existing infrastructure and organizational processes.
• Spearheaded meticulous system testing and quality assurance procedures to validate the functionality, reliability, and deployed software solutions: Offered ongoing technical support and prompt resolution of software-related challenges, ensuring uninterrupted operations and client satisfaction.
• Developed and executed customized training programs, empowering end-users to leverage the full potential of the software and streamline their operations: Spearheaded the seamless migration of critical data from legacy systems to the new software ecosystem, ensuring data integrity and continuity.