• Develop and lead high performing global leaders and teams committed to driving the technical details and skills to provide first in class customer support.• Spearhead and execute cross-functional projects on complex global programs to evolve support• Create, optimize, automate and implement processes to accelerate Operational efficiencies • Support the success of Technical Account Managers, Production Readiness, Critical Accounts and Professional Services.• Lead teams across multiple regions on Operations Technical Support, Incident Management, Problem Management, Change Management, projects, workload distribution, resource handling, product issue trends and training• People Management, including managing global regional leaders, hiring, improving productivity, promoting employee morale, allocating and utilizing resources efficiently, motivating teams, and managing attrition and training• Define Operational KPIs, OKRs and Business metrics and create an ecosystem to meet and exceed the defined benchmarks for the key metrics while creating a great employee experience• Capacity planning for the Operations Technical Support Organization to effectively provide 24x7 global support • Drive and deliver Quarterly/Monthly Operations and Business Reviews

• Continuous building of a world class Global Customer Support Team to provide the highest levels of customer satisfaction by offering elevated quality support to customers• Develop and implement processes, procedures and tools to continuously improve operational efficiency, customer satisfaction and goal attainment• Act as the support escalation manager. Drive problems to resolution by working through cross functional/technical conflicts to make decisions and take accountability for support related outcomes. Manage communications and expectations• Customer management, owning the customer interactions related to Product and Performance Support• Adopt, implement and establish OKRs (Objectives and Key Results) to define objectives and track outcomes with measurable results• Drive change through metrics and analysis (KPIs) to streamline the decision making process for the overall success of the organization

• Manage the Workday Operations Support team -- hiring and retaining the best software support people now and planning for future business needs.• Ensure that all customer requests are addressed and responded to in a timely manner in accordance with service level agreements.• Act as the escalation manager, driving problems to resolution and managing the communications and expectations within Workday and with our customers.• Develop employee training requirements and plans to ensure staff is highly proficient with Workday services.• Prepare team and systems for every Workday software releases• Manage, participate and schedule the 24X7 global coverage.

GSQS (Global Support & Quality Services). The idea is to combine both ITDS and QACC organizations to add better value and customer satisfaction.ITDS (IT Delivery Services). ITDS is a centralized production support from various organization. ITDS Supports Globalization IT by building new capabilities and subject matter expertise in all time zones. QACC (Quality Assurance and Competency Center). It cultivates excellence in the quality assurance arena contributing to Cisco's quality transformation. Our goal is to deliver supreme Quality Assurance services and solutions.• Manage Client SLA and Partner OLAs which improve client experience• Document known service issues, errors, SOWs and run-books• Supply forecasting metrics that evaluate service data, funding, opportunities and benchmarks• Drive Continuous Service Improvement and Optimization through processes, services, and methodologies to improve adoption• Drive Service recovery, communicate to executives and stakeholders, approve incident action and remediation plans (Manage Incident Management Lifecycle)• Coordinate request for change, release changes, and negotiates approvals/schedule of knowledge transfer• Present info/case studies, solutions, forecast to customers, clients, IT and Business Partners through Service Owner Reviews

• Manage end to end Life Cycle of critical IT incidents in a 24x7 Contact Center environment• Administer the Incident and Problem Management process, procedures, and teams to maximize business benefits.• Offer Service Support to IT application community.• Govern high priority application monitoring.• Lead successful implementation of IT Services projects.• Influence and drive successful completion of Short Term Fix, Root Cause Analysis, and Long Term Fix.

• Reduce the Mean Time to Resolution (MTTR) by effectively driving Incidents to resolution• Working in conjunction with Incident Analysts and Service Owners to identify and implement a Short Term Fix (STF) in accordance with the Incident Management Lifecycle• Provide Tier 2 Level support by ensuring quality is maintained consistently in all Incidents• Seek and recommend process or procedural improvements• Work proactively to identify possible areas of instability that may lead to business impact

• Voice Services escalation point for all of the Global Technical Response Center (Raleigh, NC, APAC, EURO)• Supplied the GTRC with current training material, policy information, and tools• Managed and maintained the Voice Services Internal Support Library• Educated related team members with circulating tools by facilitating leaning sessions and tutorials• Engaged in constructing the new Voice Services internal website. HTTP level I to level II awareness• Prepared and distributed weekly, monthly, and quarterly reports for the Voice Services team• Voicemail Level II interfaces with Avaya providing MACs for clients, policy information, and troubleshoot voicemail systems• Channeled daily auto generated terminations to appropriate teams for resolution

• Acted as the customer service backup manager, generated/disseminated ACD call reports, facilitated briefings and meetings• Coached and trained new hires, acted as a mentor to customer service representatives and, supported them with system issues• Conducted side by side CSR monitoring and provided feedback for increased customer satisfaction and service quality