Aveen Joseph

Responsible for leading the overall support strategy, operations, and team management across both ERP Applications and Platform Support teams. This includes ensuring timely issue resolution, delivering high-quality service, and aligning support operations with broader business objectives.

• Lead the QAD ERP support team for enterprise customers for EMEA region based in India, Poland, and Spain.
• Recruited and expanded Enterprise Support team in India to enhance support coverage.
• Operational Excellence: Oversee global ticket management processes, ensuring SLA compliance and driving continuous improvement across support operations. Designed and implemented structured workflows for account-level escalation management, streamlined R&D collaboration, and established technical development plans to upskill support teams.
• Customer Escalation Management: Serve as the escalation point for high-impact customer issues, ensuring prompt resolution and effective communication across internal and external stakeholders.
• Cross-Functional Collaboration: Partner with Engineering, Product Management, and Customer Success to drive alignment, improve support readiness, and influence product quality.
• Budget & Resource Planning: Manage departmental budgets, forecast hiring needs, and allocate resources effectively to meet business demands.
• Strategic Planning: Define and evolve the long-term support strategy, including global coverage models, tooling enhancements, and scalability initiatives.

• Managed and led 22-member SRE team spanning across India and Europe, including managers, to support ThoughtSpot customers worldwide.
• Successfully hired and established support team in India, providing comprehensive coverage and on-call support for EMEA and US East regions, ensuring uninterrupted service delivery.
• Led strategic initiatives aimed at enhancing customer satisfaction, resulting in significant improvement in Net Promoter Score from 20 to 65, reflecting improved customer experience.
• Led proactive escalation management efforts, utilizing Yellow Account process and customer health score to identify and address potential issues before they escalate, ensuring seamless customer experiences.
• Fostered collaborative relationships with engineering teams, facilitating improved response rates for issue resolution, enhancing communication channels between support and engineering departments.
• Implemented process enhancements, such as revisions to on-call schedules and holiday coverage, to enhance support efficiency and guarantee uninterrupted customer support services.

• Responsible for managing team of 30 Enterprise Technical Support Engineers, 4 Team Leads and 1 Support Mentor. Support enterprise customers in EMEA & US.
• Led strategic initiatives to transition support structure as part of pivoting to SaaS organization. Executed on developing Pods/teams focusing on specific areas based on feature & severity of incident. Resulted in successfully decreasing escalations and improvement in SLO by more than 10%
• Hired and setup 5-member Work Force Management team to drive operational efficiencies in Support organization. Successfully delivered on decreasing call abandoned rate, control over backlog of cases by driving closures, improvement in auto closure processes, better visibility into overall support operation statistics and highlighting areas of opportunity.

• Responsible for managing team of 18 Enterprise Technical Support Engineers, 2 Team Leads, 2 Support Quality Analyst.
• Coach, monitor and review performance of direct reports and Team Leads
• Delivering performance review and appraisals for all direct and indirect reports
• Led initiatives to improve Softskills & case management hygiene for Support Engineers through Quality team. Achieved, and maintained above 90% CSAT score and NPS score above 80.
• Helped define career ladder for Technical Support Organization.
• Defined new KPIs & goals for Enterprise Support team & Team Leads which are aligned to organizational goals.
• Helped leaders from other orgs with hiring & setting up new teams in Trivandrum Centre. Responsible for operational activities and ensuring cultural fit into the organization. Transitioned management to respective orgs after successfully establishing the teams. Helped Professional Services, Customer Success & Renewals team setup new teams in Trivandrum.
• As a project took over management of Customer Support Team consisting of 20 Customer Support Representatives & 2 Team Leads.
• Created tiered structure for CSR team which provided better growth opportunity and helped route complex issues to seasoned individuals improving SLO & customer experience.
• Defined & implemented processes focused on improving handling of cases, addressing RCA of complex issues through cross functional collaboration. Resulted in continuous improvement in quality of support and decreased escalations for CSR tickets.

• Responsible to manage team of 8 Enterprise Technical Support Engineers
• Ensuring effective people and process management to care for KPIs and assigned goals
• Continuous improvement through effective performance management of assigned team members
• Ensuring escalations are handled in timely manner and make customer reaches outs for escalations
• Follow-up on negative survey from customers and address actionable items
• Staffing & scheduling responsibilities for Technical Support team in India

• Providing technical assistance to enterprise customers using Infoblox products. Customer are large organization like Walmart, Barclays and Tier-1 service providers like Verizon, AT&T, Vodafone
• Engage on service impacting & outage incidents
• Take over complex and escalated cases
• Help new engineers through consultation sessions
• Ensure KPI targets like Case closure, SLO, CSAT, QA score are met on monthly basis

• Providing technical assistance to enterprise customers using Infoblox products.
• Troubleshoot, diagnose, document, and resolve all technical issues
• Refer unresolved customer grievances or special requests to designated teams/departments for next steps
• Ensure KPI targets are met monthly

• Providing additional support and consultation to frontline Technicians.
• Handling escalations
• Generating weekly and monthly performance reports, providing additional coaching based on performance reports, Analyzing, and setting up strategies to achieve client targets,
• Team management in absence of Team Lead.

• Providing assistance on technical issues for ISP (AT&T ConnecTech) customers by phone
• Diagnose, troubleshoot and resolve network connectivity issues including configuring routers, IP cameras, gaming consoles etc.
• Identify software issues along with Operating system’s support and installation.
• Virus and Malware removal
• Report and log all customers’ issues in a time-bound manner.
• Meet defined KRA's

• Handling escalation calls
• Providing real time technical assistance to frontline agents.
• Providing training to frontline agents.

• Providing support to ISP customers in U.S – Verizon Tech Support
• Offered troubleshooting of connectivity issues across home networks for Wi-Fi, router, modem etc.
• Submitting service tickets for equipment maintenance requests.