khadija khan

Managing EMEA/ AMER/ NAM technical support team, achieving business objectives including customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines

• Set team goals in alignment with Global Support objectives and assisted direct reports in defining and attaining individual goals
• Ensured direct reports had necessary resources, information, and processes to deliver effective technical solutions to customers
• Deliver high-quality technical and soft-skills training for direct reports, ensuring continuous professional development
• Conduct performance reviews for all direct reports, providing regular feedback on performance and employee development goals
• Represent Support department on cross-organizational teams to deliver on organizational objectives
• Manage workflows and schedules for direct reports, ensuring adequate workload coverage and effective time management
• Deliver regular reports providing qualitative and quantitative descriptions of business performance
• Manage key processes including FAQ analysis, case reviews, and customer feedback analysis to improve support procedures and policies
• Advocate for customers and define ways to continually add value to customer experience
• Serve as manager, mentor, knowledge resource, and escalation point for support agents, building credibility and trust within support group
• Fostered and facilitated professional growth and development of team members, empowering them to grow and succeed
• Worked in shifts and served as Duty Manager on rotation, handling customer escalations and priority issues
• Delivered additional responsibilities as assigned by reporting manager/support management.

Working at a senior management level for network security support for firewalls

• Manage delivery engagement with multiple clients & stakeholders like Platinum, Threat, Focus, TAM, Strata, SASE Prisma SD-WAN, Prisma Access, and Prisma Access (Network security)
• Strong people management skills
• Handling team size of 57 headcounts of networking engineers along with technical team managers
• Ensure all KPIs are met and exceeded
• NPS, CSAT, Productivity (Closures), Backlog, TTR, KB articles, technical and operational SLA management
• End-to-end case management like case reviews/ scrubs maintaining case hygiene, escalating, handoffs, and providing timely feedback to engineers
• Ensure customer service excellence
• Rotationally work as Duty manager, owning and driving escalations including those associated with incident management on executive level
• Manage workflow and schedules for direct reports and workload coverage
• WBR, MBR, and QBR with Clients
• Stakeholder management
• Executive escalation or incident management
• Weekly team meetings with engineer to discuss performance and areas of improvement
• Primarily work of salesforce and Tableau tools
• Level up on career progression for team members
• Identify process gaps/ training needs/ process improvement and identify ways to bridge them
• Onboarding new team, on-the-job training, providing mentors and SMEs
• Good communicators, organizers, and escalators
• Represent customer service offerings at delivery and project management level
• Work with Business Owners, Service Owners, Managed Service Partners, Operations teams, and 3rd parties to ensure that projects are delivered in compliance
• Having a clear and in-depth understanding ensures service excellence in delivery of all customer's contractual requirements.

• Working at a mid-management professional level
• Leading end-to-end projects for clients on a regional level for the network security domain
• Provide a full range of services, including project planning, executing, monitoring, controlling, and closing
• Handle all aspects of program/project management including staffing, client interfacing, delivery schedule, and life cycle management, cost & resource management as well as technical guidance to the team for client-based projects in the Networking & Wireless Technologies domains
• Take end-to-end responsibility for hiring, nurturing & deploying resources as per client's demand
• Take end-to-end responsibility for client interfacing including regularly reporting status, handling calls/meetings with client delivery teams, and effectively enabling smooth and consistent delivery from the team
• Enable senior management with cost optimization, quality improvement, higher retention, and other value additional inputs as well as assist in sales & business development activities
• Extensive experience managing technical teams of 20+ people as well as handling remote teams
• Engaging with customers during the sales cycle to gather requirements and develop proposals, design, delivery, and stakeholder engagement for business continuity on the enterprise level
• Managing and retaining revenue for an install base of accounts
• Resourcing and handling teams of L1, L2 & L3, Professional services networking engineers of various shifts as APAC, EMEA, EST & PST
• Discuss & Manage KPI for the team
• Delegate tasks and set deadlines & oversee day-to-day team operations
• Monitor team performance and report on metrics & discover training needs and provide coaching Listen to team members' feedback and resolve any issues or conflicts/disputes & team development
• Responsible for the management of a portfolio of client accounts to foster long-term business relationships
• Manage end-to-end internal communication, plans, tactics, and outcomes
• Discover and execute strategies to keep stakeholders engaged with the business across different areas of the company
• Actively engaged with clients, the hiring team, the readiness team, and operations
• The First point of contact for the client is to handle the client's SLA
• Increase customer satisfaction by understanding business needs, and managing use case enablement plans
• Collaborating with a cross-functional team to deliver results
• Takes ownership of the monthly/ quarterly and yearly review meetings
• Escalation management, risk management, Performance management, Career Progress Management, Change Management & Case management
• Work with cross-functional teams, and problem-solving support for day-to-day issues
• Identify gaps, plan, and execute
• Manage and maintain a high level of CSAT
• Follow-up on DSATs
• Ensure the root cause is analyzed and close the technical and process gaps loop, processing 360-degree DSAT.

• Interface with clients and other members of the team to coordinate and plan project guidelines
• Work with the development team to design, implement, and test new features for the platform
• Providing engagement definition and startup, planning, estimating, and scheduling
• Manage release and upgrade of platform upgrade
• Develop and document project plan
• Ensure teams are taking corrective action as necessary to deliver the complete scope, desired quality, and timeliness of projects
• Help identify appropriate resources needed
• Engage stakeholders for buy-in, relieve bottlenecks and complexity
• Experience with managing project budget
• Responsibility to be the point of contact with the customer and to build relationships
• Activity planning and sequencing
• Bridging management and employee relations by addressing demands, grievances, or other issues
• Oversees assigned application and systems development projects of moderate to high complexity
• Working flow planning and employment
• End-to-end project delivery
• Human resources managers plan, direct, and coordinate the organization's administrative functions
• Managing program of work for migration of applications
• Risk analysis authorizing approvals
• Make decisions take ownership of a project and be proactive
• Strategic Influencing
• Providing monthly Client Status meetings which will review current accomplishments, action items, issues, risks, resources actions, and client satisfaction
• Organizing, attending and participating in stakeholder meetings
• Undertaking project tasks as required
• Ensuring projects adhere to frameworks and all documentation is maintained appropriately for each project
• Ensure stakeholder views are managed toward the best solution.

Necessary presentation materials for meetings

• Kept projects on schedule by managing deadlines and adjusting workflows.
• Developed comprehensive project plans, outlining scopes, timelines, deliverables, and milestones.
• Prepared meeting agendas and minutes for distribution and record keeping.
• Created job files for each project and maintained current data in each file.
• Improved client satisfaction with timely updates and transparent communication throughout project lifecycle.
• Facilitated frequent progress reports and presentations to keep management informed about ongoing activities within their respective domains.

• Ensure stakeholder views are managed toward the best solution

• Chair and facilitate meetings where appropriate and distribute minutes to all project

team members

• Performed gap analysis to identify areas of improvement.
• Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
• Collaborated with stakeholders to define project objectives and criteria.
• Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.

• Review and Evaluation of properties in Global Markets (U.S) Valuation on REO, foreclosures, HUD, and VA properties
• HAMP loans & Reporting and MIS
• Mortgage document preparation that includes desktop underwriting, Origination Appraiser, collateral analytics, Broker price opinion, CMA, and 1004 forms by FannieMae and Freddie Mae
• Adhere to Escalation Matrix protocol and update as required.
• Managed a diverse pipeline of mortgage applications, prioritizing tasks effectively to meet deadlines consistently.
• Conducted insightful market analyses to identify emerging opportunities, driving business development initiatives.

PMP and AWS certified