Manager
CurrentResponsible for managing 24X7 support operations for 100+ global customers using PTC hosted solutions with the support of a dozen team members. Key responsibilities included – o Customer satisfaction – Meeting customer SLAs to position them for success in their business for further expansion of deals. o Team Management – managing a 24X7 team, rotating shifts to avoid burn outs, building effective teams. o Process improvement – Finding opportunities to improve processes to bring efficiency and overcome hurdles o Escalation management – handle customer escalations, address their grievances, take action to restore their confidence
Feb 2022 - Present
