Site Reliability EngineeringDevOpsCustomer Success Operations

*Oversee day to day operations, ticketing, escalations and communications with customers, partners, and internal departments*Create, update and maintain processes and procedures that maximize efficiency and productivity*Hire, develop and manage Network Operations Engineers and technicians, assuring they understand their roles and responsibilities, prioritizing and assigning daily workloads and conducting performance evaluations for direct reports*Work closely with other departments to assure that the voice of Cloud Operations is properly represented in both product and implementation strategies.*Utilize my 10 years of technical expertise in the industry to direct incident management between multiple teams and 24x7 departments*Build a culture of customer satisfaction based on operational excellence, big picture understanding, continuous improvement, and proactive thinking.

Business-minded, technical resource, to ensure our potential and current customers always get what they need, to help them grow their business!

Primary technical contact for many of Voxeo's largest customers. I also owned the technical vision for the accounts, to help them fully utilize our services, and was actively involved in any new projects they were planning.

Top tier escalation point in the support organization. I collaborate with Network Operations, Platform Operations, Engineering, etc, to resolve the most difficult technical issues. Some topics:-Customer application issues-IVR platform bugs-Configuration issues-Systems architecture and design for new features-CTI-SIP debugging and InterOp (Gateways)

Management top customers from a technical aspect, as well as business relationship