Senior Manager, Technical Support at Poppulo || IIM Bangalore
Years of Experience
iim, vishveshwaraiah technological university, s.b.i.o.a public school bangalore
poppulo, salesforce, commvault, epicor software, hewlett packard
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2024 - Present
Senior Technical Support Manager
2021 - 2024
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
• 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
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
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.
2022 - 2023
2009 - 2013
vishveshwaraiah technological university
Bachelor of engineering
Electronics and Communications Engineering
1997 - 2007
s.b.i.o.a public school bangalore