ASHMA SHAIK
Hyderabad
Summary
Customer Support and Service Operations leader with 12+ years of experience leading high-performing technical support organizations, global operations, and customer-focused transformations across enterprise SaaS, integration platforms, BFSI, and government sectors. Proven record of scaling follow-the-sun support teams across EMEA, AMER, and APAC, resolving critical escalations, and optimizing workforce utilization. Expert in driving operational rigor through SLA governance, AI-enabled support, incident response frameworks, and swarming support models.
Overview
1
1
Language
5
5
Certifications
12
12
years of professional experience
Work History
Technical Support Manager
Salesforce
Hyderabad
01.2022 - 07.2026
- Team Establishment & Expansion: Built and directed Salesforce’s technical product support team in India, aligning localized operations with global enterprise objectives across EMEA, AMER, and APAC.
- Service Excellence: Maintained exceptional customer satisfaction scores (CSAT > 4.75/5.0) and sustained an average time to resolution (TTR) of seven days.
- Strategic Growth: Spearheaded the expansion of regional MuleSoft support operations under the Signature Success Plan framework.
- Operational Innovation: Architected and deployed a cost-effective support swarming model, accelerating complex resolution, improving resource utilization, and decreasing overall case age by 35%.
- People Leadership: Supervised, coached, and mentored Tier 1, Tier 2, and Tier 3 technical support engineers; instituted structured skill-enhancement and regular performance review programs.
- Cross-Functional Governance: Acted as primary executive escalation point and represented the Support organization across cross-functional product, release, and engineering initiatives.
Global Product Support Manager
Boomi
Hyderabad
10.2021 - 10.2022
- Operational Modernization: Led global support teams with direct accountability for service quality, SLA adherence, and operational efficiency, realizing a 54% uplift in team productivity.
- Cost Optimization & Resource Planning: Devised and executed resource allocation strategies that reduced operating overhead while exceeding client SLA expectations.
- Process Standardization: Established robust performance metrics, quality benchmarks, and corrective action workflows to remediate recurring operational bottlenecks.
- Talent Management: Spearheaded end-to-end recruitment, team onboarding, staff development paths, and leadership reporting to executive stakeholders.
Operations Support Manager
Tata Consultancy Services (TCS)
Hyderabad
04.2014 - 07.2021
- Mission-Critical Support: Directed IT service operations and support delivery for enterprise programs across highly regulated BFSI and government sectors.
- Governance & Audit Readiness: Instituted enterprise governance frameworks, risk controls, periodic process audits, and formal service reviews to guarantee compliance and full audit readiness.
- Incident & Vendor Management: Coordinated cross-team incident command, orchestrating technical escalations across multiple vendors, platform owners, and engineering divisions.
- Workforce Administration: Administered scheduling, capacity modeling, and resource planning for distributed, multi-regional operational units.
- Knowledge Management: Authored and maintained comprehensive operational playbooks, process runbooks, and regulatory audit documentation.
Education
Bachelor of Technology (B.Tech) - Computer Science
Jawaharlal Nehru Technological University (JNTU)
01-2010
Skills
Operational Leadership: Global Support Operations, 24/7 Follow-the-Sun Models, Workforce & Resource Planning, Vendor Management, SLA & KPI Governance, Risk Controls & Audit Readiness
Service & Support Management: Enterprise SaaS Support, MuleSoft Platform Support, Swarming Strategy, Critical Escalation Management, Incident Response, Case Backlog Reduction
Accomplishments
- Customer Satisfaction: Achieved and sustained CSAT above 4.75 / 5.0 while maintaining an average resolution time of 7 days at Salesforce.
- Operational Efficiency: Boosted team productivity by 54% at Boomi through systematic workflow modernization and problem resolution.
- Case Age Reduction: Reduced case age by 35% by designing and executing an effective swarming support strategy.
- AI Adoption: Drove automated/AI-assisted chat support initiatives, elevating chat resolution to 76%.
- Backlog Elimination: Successfully cleared 45% of the global case backlog within a single operating year.
- Global Scale: Directed 24/7 technical and product support operations across EMEA, AMER, and APAC regions.
Certification
Associate AI Certification
Honors & Awards
Leader of the Year — Recognized for exceptional leadership, team retention, and service delivery excellence., Change Impact Leader — Awarded for leading operational transformation and driving impactful organizational change.
Timeline
Technical Support Manager
Salesforce
01.2022 - 07.2026
Global Product Support Manager
Boomi
10.2021 - 10.2022
Operations Support Manager
Tata Consultancy Services (TCS)
04.2014 - 07.2021
Bachelor of Technology (B.Tech) - Computer Science
Jawaharlal Nehru Technological University (JNTU)