Alisha Mehta
Technical Support Manager at Salesforce
9.8
Years of Experience
Education
iim bangalore indian institute of management bangalore, visvesvaraya technological university, s.b.i.o.a public school bangalore
Companies
poppulo, salesforce, commvault, epicor software, hewlett packard
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Alisha's contact details
Email (Verified)
aliXXXXXXXXXXXXXXXXXom
Mobile Number
+91XXXXXXXX40
Experience
2024 - Present
poppulo
Senior Technical Support Manager
2021 - 2024
salesforce
Manager, techical support engineering
• Managing the Marketing Cloud team at Salesforce serving AMER region customers with a team size of 15 Engineers. • Collaborated with cross-functional teams to draft project schedules and plans. • Manage day to day operations like case management, backlog reductions, process improvements. • Leading AMER GEO chat team for Marketing cloud. • Engage with Global counterparts to drive support model, on-call, and high priority incidents. • Driving hiring of candidates to meet the business requirements and forecast. • Responsible for performance management including compensation, promos and exits. • Performance management which includes monthly connects, Quarterly check-ins and feedback. • Acting as a SPOC for customer escalations and driving escalations to closure. • Oversee support operations, customer engagement, and Service Level agreements • Worked closely with QA to develop use cases, review test cases and track feature bugs. • Driving the global Low CSAT project and cross cloud collaboration with different clouds. • Responsible for ensuring weekly, monthly, and quarterly deliverables are achieved and reviews all customer roadmaps to ensure both tactical and strategic impact can be achieved • Present the weekly and monthly report to the management. • Drew an individualized training and development plan that addresses needs and expectations.
2020 - 2021
commvault
Associate Manager
• Responsible for managing the Global Support frontline team at Commvault serving customers on a 24/7 model with a team size of 26 Engineers (FL, TL, ML). • Commvault started the new SAAS-based product Metallic. Handled the frontline support and coached the team on Azure and Office 365. • Being a part of bridge calls for major incidents to help internal teams and the customers communicate better and bridge gaps. • Responsible for developing KPI to meet changing business needs. • Responsible for hiring, mentoring, and coaching new team members and ensuring they align well with the organizational goals and targets. • Present the monthly report to the management.
2015 - 2020
epicor software
Supervisor - Network Solutions
• Responsible for managing Backup and Security services team at Epicor serving U.S. customers with a team size of 15. (L1, L2). • Analyzing customer NPS surveys arrange for customer follow up discussions and implement required process change fit for purpose. • Responsible for hiring, mentoring, and coaching new team members and ensuring they align well with the organizational goals and targets. • Created knowledge base on all backup failure errors, to simplify the troubleshooting process. • Evaluated future and current training needs through job analysis, career paths and annual performance • Worked on SonicWALL firewall and anti-virus-related issues. • Worked on Commvault servers and installing and configuring the clients and backup jobs. Managed and maintained the backup operation in North America Region. • Monitored 5000 firewalls and took care of the licensing of the firewalls.
2013 - 2015
hewlett packard
Technical Support Engineer
• Troubleshooting OS, LAN/WAN, software related issues as well diagnosing and resolving technical issues or conflicts. • Identify customer needs and expectations there by providing appropriate product/part/software involved in ensuring cost-effective service creation with Customer Satisfaction as the top priority. • Maintaining SLA and Support-NPS laid down by the management and Establish technical standards for the technical framework • Experienced in working on high priority tickets with minimal ETA. Effectively managed with available knowledge material and work on par with team. • Setting up on site services or dispatching parts depending upon the contract. • Ensure high quality work with products and processes & meet service level measures. • Meet productivity and quality performance expectations as per the scorecard. • Capable and proved to accomplish set targets & exceeding the expectations of customer by following SLA as established by management.
Experience
15 Skills
Azure
Coaching
Hiring
HR Management
Microsoft Azure
Networking
office 365
operations
Operations Management
Problem solving
Product Management
product manager
program development
SaaS
Technical Support
Education
2022 - 2023
iim bangalore indian institute of management bangalore
Executive MBA
2009 - 2013
visvesvaraya technological university
Bachelor of engineering
Electronics and Communications Engineering
1997 - 2007
s.b.i.o.a public school bangalore
