Director Of Global Support And Applications
CurrentBuilt and, currently, lead a high-performing technical support organization, DevOps, and Network Operations Center (NOC) responsible for ensuring the health of hundreds of globally installed servers hosting critical HPR applications utilized by top global banks for financial market access, risk checking, and regulatory compliance. In this role, I implemented various measures to enhance the customer support experience, including the implementation of systems, processes, training programs, and customer engagement model improvements. To ensure superior performance, I introduced a global phone system, implemented a ticketing system, and closely monitor key metrics to ensure SLA compliance, achieve optimal KPI performance, and enhance client satisfaction through efficient resource allocation, process enhancements, automation, and adherence to SLA and KPI metrics. Additionally, as part of our commitment to people development, our geographically dispersed team is effectively managed and coached, fostering goal setting and providing comprehensive support for individual professional growth. To enhance operational efficiency, I successfully implemented robust processes and tools for the streamlined management and deployment of system updates. Throughout my tenure, I have served as a strong advocate for clients, effectively addressing their needs and concerns to both our CEO and VP of Engineering.
