Usha Iyer Email & Phone Number

As Head of support, I lead a 110+ member support organization comprising of engineers, leads, managers and directors. I have the responsibility of providing 24/7 product support and application support on both cloud (AWS, Azure) and on-prem for the Kony products: Quantum & Infinity and Avoka product: Journey platform.Journey Manager from Avoka – Built to manage customer on-boarding and customer journeys. This company was acquired by Temenos and I am in-charge of Product support which is executed from UK, US and Australia.Post acquisition, I have been working with other Temenos Product support teams to share and implement the best practices from Kony support operations and tooling.

Hyderabad Area, India

I was responsible for Product Support for the following products:Quantum – Includes Fabric - a Highly scalable SaaS backend and Visualizer RAD tool to design & develop multi-channel rich digital experiences. Infinity – Comprises of Infinity app suite, which is a set of omnichannel banking apps such as, retail banking, consumer loans, business banking, new account opening and Infintiy spotlight, which is used for back-office support.Some of the metrics I helped improve: Over the years, the support team productivity improved by 31% MTTR went down from 50 to <=10 Customer satisfaction score at a ticket level went up to >95% Ticket Escalations were brought down to <= 7%Product Documentation for Kony Platform (Quantum) – I was responsible for releasing the product documentation including videos, with every release of the product. Program Management Office (PMO) – I established PMO with the responsibility of planning and monitoring end to end product release. I held special focus on customer and professional services enablement. Furthermore, to increase our customer retention, I planned and executed a product upgrade drive.With my passion for driving social causes, I also shouldered added responsibilities for heading Kony's CSR Division (Mobilizing Causes) which earned the organization multiple awards and accolades. Kony adopted 2 schools and improved infrastructure by constructing additional classrooms A total of 400 students benefited from the library Classrooms with proper furniture benefited more than 150 students.

Hyderabad, Telangana, India

Program Management - I was responsible for end to end planning and monitoring of the Product release. I also built the Product Support, Documentation, Release Management and Quality Assurance teams, from scratch to support the product.

I played the role of Account Manager for a few large customer accounts. I also successfully managed and delivered 7 medium to large projects.

I was the lead C++ developer of the core development team for the GE Capital Bank project.

Hyderabad, Telangana, India

I tutored project teams at various computer services organizations.

Hyderabad, Telangana, India

I managed end-to-end course planning and execution for Aptech, Mehdipatnam, Hyderabad

Hyderabad, Telangana, India

I instructed engineering graduates in C++.

Hyderabad, Telangana, India

I developed the MIS system.

Hyderabad, Telangana, India

I was put in-charge of computerizing and enabling sales and services.

Masters, Business Administration, Ist

Honours Diploma In Systems Management, Computer Science

Bachelor'S Degree, Science

Education record