Profile

Alisha Mehta

Senior Manager, Technical Support at Poppulo || IIM Bangalore

9.7

Years of Experience

Education

iim, vishveshwaraiah 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

Email (Verified)

alXXXXXXXXXXXXXXXXXXom

Email

Mobile Number

+9XXXXXXXXX40

Experience

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    2024 - Present

    poppulo

    Senior Technical Support Manager

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    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.

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    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.

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    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.

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    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

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    2022 - 2023

    iim

    Executive MBA

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    2009 - 2013

    vishveshwaraiah technological university

    Bachelor of engineering

    Electronics and Communications Engineering

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    1997 - 2007

    s.b.i.o.a public school bangalore

Colleagues at poppulo

Barry Stevenson

Software Team Lead

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Sameer Karode

Mid Level Software Engineer

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Others named Alisha

Alisha Panda

Technical Specialist

 at poppulo

Alisha T.

Senior Software Engineer

 at poppulo

Alisha Khunger

SDE II

 at poppulo

Alisha Qureshi

Software Engineer

 at poppulo

Alisha Kumari

Software Application Developer

 at poppulo

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Colleagues at salesforce

Aman Sharma

Associate Technical Support Engineer

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Aman Singh

Senior Solutions Engineer

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Aman Soni

Senior Member Of Technical Staff

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Aman Yadav

Intern Software Engineer

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Colleagues at commvault