SR. CLOUD TECHNICAL LEAD

PANEL PRESENTATION

CANDIDATE:    Chris Hudson

DATE:                 Feb 27, 2024

 

AGENDA

THE CHALLENGE

 

 

THE IMPACT

 

 

THE RESOLUTION

TODAY, LET'S TAKE A WALK THROUGH A TECHNICAL ISSUE, STARTING WITH...

PANEL PRESENTATION

CHRIS HUDSON

AGENDA

SR. CLOUD TECHNICAL LEAD

FEB 27, 2024

..FOLLOWED BY:

..AND WRAPPING UP WITH:

THE CHALLENGE

PANEL PRESENTATION

CHRIS HUDSON

SR. CLOUD TECHNICAL LEAD

FEB 27, 2024

Identity Management: Active Directory integration via cross-realm trust for RHEL environment failing at strategic customer

 

  • Customer bought-in & committed
  • Multiple transactional support cases
  • Numerous escalations across Account Team
  • Resolution unknown after many weeks
  • No post-sales technical SPOC

CALLOUTS:

  • Relationship officially at-risk, account team pulling fire alarm

ACCOUNT STATE:

THE IMPACT

PANEL PRESENTATION

CHRIS HUDSON

SR. CLOUD TECHNICAL LEAD

FEB 27, 2024

CUSTOMER:

ORGANIZATIONAL:

  • Project dead in the water
  • Questioning product quality
  • Considering alternative routes
  • Wasting money
  • Major CSAT issue
  • High revenue account at risk
  • Relationship in jeopardy

THE RESOLUTION

PANEL PRESENTATION

CHRIS HUDSON

SR. CLOUD TECHNICAL LEAD

FEB 27, 2024

Time for a quick trip to Miami following a simple four step process..

STEP 1: GET UP TO SPEED (ASAP)

STEP 2: INTERNAL PREP

STEP 3: INTRO CALL WITH CUSTOMER

STEP 4: EXECUTE

  • Meet with Account Team
  • Review existing collateral
  • Grasp situation
  • Ensure support on ready alert
  • Inform Dev/Product team
  • Get on same page with Account Team prior to execution
  • Introductions
  • Bring confidence
  • Share game-plan & procure buy-in
  • Meet customer on-site
  • Discuss plan for the day
  • Dig in to the issue(s)
  • Fix issue (hopefully), rebuild trust and mend
    relationship

 SO, WHAT WAS THE RESOLUTION?

  1. Through a series of DNS record lookups, it was apparent that necessary records were not properly in place - namely service discovery records.
  2. Required ports were not open between IdM and AD environment (some, not all).

SHOWSTOPPERS IDENTIFIED:

RESOLUTION:

  • Coordinated with main contacts + their network & security team to rectify showstoppers
  • Successfully executed cross-realm trust
  • Spent rest of day with customer testing clients, discussing best practices, and ultimately: rebuilding confidence.

BONUS: Customer purchased TAM post-engagement!

PANEL PRESENTATION

CHRIS HUDSON

SR. CLOUD TECHNICAL LEAD

FEB 27, 2024

THANK YOU FOR YOUR TIME.