Global Engineering Triage Manager plays a key role in improving overall business performance, and achieving long-term customer satisfaction and retention. The primary focus is to internally coordinate, plan, prioritize and communicate with engineering on customer issues related to product defects, coordinate incident handling improvements with support, escalation management, liaison with product management in providing feedback for product road maps. The role encompasses proactive communications and standardization of best practices. Rolling out new processes, new tools as well as facilitating training.

Subject matter expert in compensation and variable pay modules.Mentor cloud support engineers.Manage support and partner incidents.Hosted expert calls with customers.Hosted office hours to assist other employees with product knowledge.Publish knowledge base notes to external customers.Perform change requests xml to compensation and variable pay templates.Work closely with development for bug fixes after submitting JIRA defects.

Subject matter expert in compensation and variable pay modulesHost schedule an expert calls to assist customers on specific topics or administrative guidance.Manage watchlist clients issues and relationship.Help build the new global support center personnel by providing training and mentorship.Host office hours to help with Compensation and Variable Pay product queries.Knowledge Base Coach and provide content in compensation and variable pay products.

Help build our offshore support centers from the ground up.Subject matter expert in the compensation and variable pay modules.Manage escalations: help in coordinating with stakeholders and customer facing updates.Act as a liaison with engineering and product management to ensure our clients are successful.Mentor and train our Tier 2 team.Lead "office hours" to answer product queries to Tier 2 support, account managers, customer value managers.Provide product content for knowledge base articles.Answer customer queries in customer community portal.Completed Variable Pay Mastery at SuccessFactors University 2012

Provide business and technical enterprise account management.Facilitate meetings effectively, setting clear goals and expectations, and appropriately documenting discussions and next steps.Engage cross-functional resources both internally and with customer organizations to solve problems. Understand and explain features and benefits of the full product line as it relates to customer needs.Identify, troubleshoot and resolve issues encountered by your assigned accounts. Assist in knowledge transfer of administrative tasks between customer administrators and internal teams. Act as an escalation point and advocate for critical customer issues, collaborating with other departments facilitating and monitoring company activities to address those issues.Collaborate with internal technical teams by providing important customer feedback, process-improvement suggestions, troubleshooting tips and other actions that kaizen our product. Facilitate quarterly feature reviews and annual Health Check presentations.Deliver release notes review meeting before each software release.Completed Goals and Performance management mastery via Successfactors University 2010Completed compensation mastery via Successfactors University. 2011Completed recruiting mastery via Successfactors University. 2011Completed the first employee central mastery via Successfactors University 2011

Manage and execute key processes for major and minor releases and builds of several enterprise applications across all functional teams for one of the world's largest software vendors (Siebel, Oracle CRM, Hyperion, Fusion Middleware, Oracle DB etc).Schedule and coordinate with release leads on merging/building timelines and ensure acceptance code merge tests are satisfactory in order to deliver quality builds to QA and stakeholders.Track and enforce status during release lifecycle among cross-functional teams in order to deliver clean products to Oracle Operations.Conduct status meetings (on-site and virtually) and report on team updates, knowledge sharing, outstanding issues and any other information to ensure successful build projects.Identify and implement any areas of improvement to streamline processes, decrease defects and enable team for future progress.Spearhead cross-training programs to utilize other Oracle product teams for key processes and standardization on release cycles, as well as institute cross-product knowledge transfer across departments.Execute upgrading decisions for latest IBM BuildForge, CruiseControl and other tools currently used by Oracle based on benchmarks/migration analysis and results.

Developed and lead support team for the Nordic/Western Europe/EMEA group for Data Archiving in a leading applications product line of one of the world's largest pure-play ECM vendor (Livelink ECM, WCM, SAP & Email Archive). Identified enabled and resolved customer issues in a timely manner (in accordance with published response times) via telephone, written correspondence or remote login to European customers in English, Spanish and Portuguese.Built and tested diverse systems to simulate Open Text product issues within various environments for validating and finding solutions to customer issues.Empowered customers by troubleshooting technical issues relating to software and hardware in optical media such us EMC Centera and WORM (write once, read many) environments.Conducted and trained customers on upgrades/installations/architecture for data archiving systems from leading applications like SAP via phone, remote login, onsite.Achieved seamless integration with R/3 by professional consulting for R/3 data archiving, R/3 document archiving and R/3- Workflow.Authored technical documents for inclusion in the Knowledge Center Knowledge Base, collaborating with other departments and teams in troubleshooting issues. Championed and advocated for customer on bug-tracking and open-tickets, as well as escalated issues and suggestions as needed in order to ensure customer satisfaction and retention.

Successfully delivered software builds and maintenance releases in a global environment with offshore development offices for a software company specializing in [product lifecycle management. Performed acceptance testing in order to test integrated code from offshore sites to deliver builds to QA in diverse teams. Worked closely with development and QA to meet milestones and target timelines for required projects.Helped reduced build delivery time by 30% for worldwide QA organization by developing and streamlining automation processes, using a variety of applications (i.e. Clearcase snapshot views).Developed new processes and strategies for installing, documenting deploying and packaging of Solaris platform in multiple product lines.Created software packages on CD-ROM and "gold masters" software, Release-to-Manufacturing and also updated website downloads on major releases and maintenance releases.Trained and mentored other employees on release cycle processes.Setup VMWare images to do sanity testing on maintenance and main releases.