Manager, Customer Success

• Jul 2021 - Present

IT Manager

• Jul 2020 - Jul 2021

Senior Application Specialist

• Jul 2019 - Mar 2020

Spearheading end-to-end application implementation activities inclusive of extending support towards resolving and troubleshooting the live problems/issues pertaining to applications in accordance with defined quality system procedures Implementing best practices for software implementation, realizing improvements in efficiencies, risk and less business interruptionsPlanning, Monitoring & controlling projects with respect to cost, resource deployment, time overruns and quality compliance to ensure satisfactory execution of projectsSpearheading client/ user/ partner interaction for requirement gathering and finalization of application specifications Meeting deadlines and TAT without compromising quality norms and adhering to SLAsCoordinating with cross-functional teams for critical issue resolution on a regular basis, resolving client escalation and high-priority cases; providing solutions of client queries on the application, thereby resulting in achievement of customer satisfaction metricsPreparing technical specifications according to business needs; suggesting improvements to existing system designsInteracting with team members to ensure smooth progress of project work; ensuring adherence to quality norms throughout the implementation processInterfacing with stakeholders, taking part in kick-offs and understanding the project requirements

Senior Software Support

• Sep 2014 - Jun 2019

Conducted the scrums for several products as Scrum MasterRendered Level 2 Support across the globe over the Level1Worked with global teams and partners to deliver quick assistance to end-users by remote connection Successfully managed multiple products as Level 1 and Level 2 within defined deadlines Troubleshot issues reported by customer and effectively managed escalated accounts & customers Collaborated with Product Development, Product Management, QA, Professional Services to provide recommended feedbacks/improvements in products and procedures to prevent future problems Conducted Sanity Test of the fix before delivering to customer and drove Scrums to discuss the issues & latest trends Hold weekly call with regional support teams (AMER/APAC-INDIA, AUS/ EMEA)

Software Engineer

• Jul 2010 - Aug 2014