DHAN SHYAM PRASAD GIRIMALLA

• Primary Regional Lead for EMEA Weekend Command operations & mostly have taken up active role as Weekend executive on call during APAC/EMEA Hours acting on behalf of the assigned Weekend Director going offline end of AMER Hours , being responsible for facilitating the smooth flow of Support & Critical Incident Management Operations.
• Managing APAC/EMEA/AMER Managers, Swarm Leads & other highly skilled Technical Support Engineers and triage staff to ensure that all the Critical Support cases,escalations & incidents are being properly acknowledged, actioned, and escalated in a consistent manner.
• Responsible to ensure and facilitate appropriate staffing & provide help & guidance needed for handling multiple incidents in parallel.
• Managed high-level critical incidents, support cases and escalations working with internal technical support groups , technology & product engineering team's and customers from the tech level to the C-Suite.
• First line of defense for any escalations or incidents that come under the purview of the Weekend Director & Executives.Making decisions & taking responsibility and the authority to manage & de-escalate all the critical issues & scenario's on Escalations & incidents.
• Assess the active incidents and personnel allocation to ensure proper levels of service are met & take responsibility to ensure compliance.
• Executing and delegating proper quality control measures around messaging activities such as Incident Slack posts, Escalations & Incidents Alerts Texts, and other methods of communication sent to Salesforce Executives & Internal stakeholders . Responsibility of the content approval on the SMS & Executive Communication Emails.
• Maintaining a presence with the team, periodically checking to be sure to cover for any needed breaks or additional assistance on any of the ongoing customer bridges.
• Ensuring proper response & assistance to Account Teams, Executives,Support, Social Media, Engineering and Site Reliability teams as & when needed.
• Leading the team as a Liaison Officer (LNO) on Sev0 bridges.
• Ensuring that the Handovers of Critical cases, escalations & incidents are smooth with the CAN and any other pertinent information updated.
• Setting team goals, projects assigned & monitored with strategic planning to grow the team, run projects of organizational importance, guide & mentor the next cadre of leadership as per Salesforce values, while being a face of organization to the wider world.
• As the only Senior Manager for the pilot Weekend Critical Incident Center (CIC) team have been able to train,coach & align other team members to be highly customer-focused, at the same time being hands-on in this multi cloud operational role handling all the Support, CIC Escalations & Incident command Sev 1s and urgent Sev 2s by ensuring they are being worked by the appropriate teams and assisted them as needed.
• Continuously raised the bar on customer service delivery excellence & led as an example in the weekend leadership team for Salesforce’s Support Management and the Corporate Incident Response representing Salesforce on customer bridges and escalation calls.
• Led the weekend support function to achieve business objectives, including achieving the target for customer satisfaction, weekend leadership director/peer managers/analysts satisfaction meeting the service levels, resolution time, and project deadlines.
• Using the earlier Duty Manager/CIC Manager experience similar planning , developing & then successfully implementing error proof best practices needed for this role & have been fully responsible in providing best weekend leadership guidance to Salesforce’s Support management function across multiple clouds driving enterprise-wide Critical Incident Response and escalations.
• Lead as example in driving the Corporate Incident Response, with flawless execution as per incident playbooks, ensuring we respond as one company & one team focused on restoring service rapidly with minimal customer impact.
• Have been focused on quality of service, process development with continuous improvement.Driven customer-impacting cases to appropriate resolution and incidents to service restoration.
• Executed the Weekend Leadership role through preparation and planning, balancing authoritative and collaborative operational modes based on the situation being hands-on at the maximum capacity.
• Became a trusted partner by building strong relationships with cross functional teams & stakeholders, including; the CIC,TAM,Support teams across all cloud products, Customer Success team, Engineering team (Site Reliability, Customer Centric Engineering,Scrum & Product Teams, Technology Communications and Readiness), CSIRT, Sales,Industry,partners,sales leadership, Consulting, QA, Program Management, and Product Management to assure company-wide alignment across the business.
• Had a proven track-record of interacting with customers, joining customer bridges, working with internal & external executives, responding to escalations and incidents,engaged & worked hands-on with internal & external stakeholders teams to drive operational excellence.
• As part of this role brought an operational focus on prevention; learning from cases and incidents, and partnering with other teams on initiatives that reduced & eliminated impact to our customers.
• Worked in building a successful weekly work schedule to provide seamless follow-the-sun weekend coverage.
• Leading the weekly/Monthly team & external stake holders meeting , suggesting & driving the all the teams involved in the right directions for a fruitful outcome.

• Proactive Monitoring(ProM) : Is a strategic customer engagement service that supports 24x7 monitoring of critical customer processes and proactively avert problems before they occur. The team consists of Salesforce experts who monitor the critical customer business processes, performance, platform limits and critical automations round the clock in a fast-paced, highly dynamic, client centric environment and work with the customer on issue mitigation.
• Signature Success :To enable customer success through reactive support using Salesforce as a Service technologies. Implementing customizations and configuration changes for Salesforce customers after gathering requirements and understanding their business process. Involving functional troubleshooting, feature explanation, best practice guidance, code level troubleshooting, and sample code development assistance to Salesforce customers. Helping build our knowledge base for the benefit of both teammates and customers.
• Responsible for ensuring the success of our customers by effectively managing a team of Support Engineers & Swarm Leads along with associated support projects and processes. Effectively handling critical customer escalations, career development of individuals, and project management processes.

Detailed Key Roles & Responsibilities:

• Managed Proactive Monitoring & Signature Success teams to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and meeting project deadlines with operational excellence.

• Expertise to attract, hire and retain high-performing support engineers & professionals ·

• Good functional & technical salesforce.com application knowledge. Liaison and establish mutually beneficial relationships with Salesforce Core & Marketing Cloud TMP product owners on selected products and features.

• Experience in building and managing Support teams with strong people management and mentorship skills.

• Experience of people management tasks including goal setting, performance management, coaching, mentoring of team members, job task analysis and metric-based reporting on work streams.

• Set team goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goals.

• Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers.

• Ensure the delivery of high quality technical and soft skills training for direct reports.

• Deliver performance reviews for all direct reports and provide regular feedback on performance in terms of agreed upon performance and employee development goals.

• Effectively represent the Support department on cross organizational teams to deliver on organizational objectives.

• Manage workflows and schedules for direct reports and ensure adequate workload coverage.

• Deliver regular reports that provide qualitative and quantitative descriptions of business performance.

• Manage key processes including FAQ analysis, case reviews, and customer feedback analysis.

• Develop and maintain Support procedures and policies.

• Advocate for customers and define ways to continually add value to the customer experience.

• Serve as a manager, mentor, knowledge resource, and escalation point for support engineers, while building credibility and trust within the support group.

•Work as Duty Manager on rotation or as per business needs handling customer escalations and priority issues.

•Taking the support & incident management to the advanced next level, with cutting edge Reactive & Proactive Support Platforms.

• The Duty Manager – Technical Support/Regional Manager - Critical Incident Center is a customer focused leader and is responsible for flawlessly executing as a single point of contact for multi-customer Incidents , Support Severity 1 Issues and executive level customer escalations. This responsibility includes collaborating and partnering with the entire organization to drive action, and champion’s excellence in others in order to foster growth. Invoking Critical Incident Center Play Book to restore cloud services to our customer at the same time organize internal executive bridges as well as customer bridges and webinars until/post the incidents are fully resolved.

Detailed Key Roles & Responsibilities:

• Representing Salesforce Technical Support as the initial single point of contact for any confirmed or potential Sev1 issues raised by any individual within the organization, and ensuring interested parties and executives are alerted via an internal executive facing chatter group.
• Evaluating the severity of every incoming issue, ensuring that Sev1 issues are assigned by the appropriate manager to a case owner within specific SLOs(Service Level Objective), and that issues are fully handed off to the receiving manager.
• Working directly with customers as a management point of contact in certain circumstances to provide assurance and resources as needed.
• Addressing incoming escalations from executives and/or receptionists, and routes to the appropriate resource/teams.
• Ensuring that global support, support operations, and IT are aware of any issues impacting day to day support processes.
• Handling any multi-customer issues by joining the site reliability bridge & posting to a company wide chatter group, ensuring resources are keeping customers updated, and pulling in appropriate parties as needed towards the resolution & closure of the incident as soon as possible.
• Assigning out, communicating with the customer, and owning from a management perspective any new Sev1 cases when the appropriate support manager is not available.
• Chair meeting consisting of Technology, Legal and Account teams and assisting customers with their claims.
• Inform customers in advance about any scheduled maintenance performed by Salesforce or by Salesforce vendors.
• Provide weekly incident summary to the Executives at Salesforce and be a part of monthly infrastructure availability meetings.
• Engage concerned engineering team to fix Sev1 and Escalated issues.

Experience/Skills Demonstrated:

• Demonstrating leadership experience in a technical support environment, with expertise in managing enterprise level escalations.
• Managed and prioritized multiple escalations occurring all at once.
• Experience collaborating and communicating at an executive level.

Weekend on call Manager for whole SFDC Technical Support Organization :

• To enable customer success even on weekends by overseeing & being on top of all internal & customer’s maintenance activities related to Salesforce (All Clouds + M&A’s). As a Weekend on call manager for the whole support organization, assisting support teams & customers on all critical and high priority issues & handling all showstoppers issues.
• Weekend agenda planning for proactive monitoring & support of Scheduled Maintenance activities which includes all Planned & Unplanned Releases, Instance Refreshes, Site Switches & Database Maintenance making sure any customer issues during or post maintenance are reported to Site Reliability & Release Team/Managers to make sure they are resolved on priority.
• Special Monitoring & tracking of Site Reliability Org Migration , Weekend metadata deployment & Customer weekend activities ,if any issues are observed by support or reported by customers are taken up on priority to resolve as soon as possible.

Detailed Key Roles & Responsibilities:

• Managed whole weekend internal(Premier & MCS) support teams & delivery partner’s(HCL/CTS/ACN/PISoftek) Support & Management teams to achieve business objectives even on weekends including the attainment of targets for customer satisfaction, weekend work optimization, service levels, resolution time, and project deadlines.

• Planning & heads up to the Global weekend support organization on planned activities to ensure weekend teams have the resources, information, and processes necessary to deliver effective technical solutions to our customers.

• Ensure the delivery of high quality technical support & assistance to customers even on weekends.

• Effectively work with weekend project managers from Support organization of cross organizational teams to seamlessly deliver on organizational objectives on weekends.

• Identifying weekend challenges & working with concerned points of contacts to come up with a mutual plan towards resolving all issues to ensure adequate resources are available to handle the weekend workload.

• Manage key weekend processes and feedback to concerned POC’s on effective process improvements.

• Develop and maintain weekend support procedures for seamless weekend operations.

• Serve as a manager, mentor, knowledge resource, and escalation point for the whole weekend support teams.

•Take up and deliver on any other responsibilities as assigned from time to time by support management.

● Team Lead and Knowledge Subject Matter Expert with proven expertise in customer resolutions and projects to work independently on providing solutions to problems within the salesforce core area of expertise.

● Knowledge Champion for Driving knowledge creation for the Tier-2/1 to assign out tasks & projects.

● Contributions to short-term projects and provide input to long-term strategies and team objectives.

● Analysis to find out the Impact of “Out of Scope” cases on CSAT & Escalations with the breakdown of Reasons.

● Working with counterparts in Tier-3 to identify and coordinate training for Tier-2/1.

● Creating & Publishing Knowledge Articles on Process & World Wide Tier-3 interface procedures.

● Active Member of Salesforce Success Community answering the questions posted by users.

● Assigned mentor for new hires, brought them up to speed, guiding them on the job, helping them navigate the Salesforce environment, guidance on case handling and overseeing their product knowledge.

● Social Media Monitoring/Support Primary Contact during APAC/EMEA Hours. Monitoring for Exec/Case Escalations/ Multi Customer Incidents. And resolving issues through @asksalesforce & @Benioff handles.

● Resolving/Routing Issues, Identifying/Highlighting issues which are not part of the defined process.

● Assistance to skill group managers in expectation to provide assistance on more complex issues with direction towards higher determination and setting of priorities depending on the situations.

● Performing as Gatekeeper for escalations to Tier-3 & running a one time or repeating escalation calls with partner and customer technical, support and IT resources.

● Actively following and replying to skill group & management specific chatter groups.

• Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
• Conducted regular reviews of operations and identified areas for improvement.
• Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
• Worked with team to identify areas of improvement and devised solutions based on findings.
• Pre or post mentoring new joiners.
• Assisting Operations Team,so that Department & Company goals are achieved and standards are met through effective partnerships and communication.
• Manage day-to-day duties as assigned.
• Identifying individual training needs- Train and supervise team members in areas of process, client relations and troubleshooting.

Floor Management:–

Monitoring Engineers Productivity which includes login, logout, Breaks, conversation time, Data uploading, allocations, contacts & conversions targets on a daily basis.

Deliverables & SLA’s: –

● Adherence to Timelines & deadlines, Staffing, Daily briefing & adhering to leave policies

● Keeping the team motivated & work under pressure conditions

● Collecting Data, Creating Agent Report Cards & Maintaining the Database (Data Analysis).

● Giving feedback & coaching Team Members for Performance Improvement.

Experience/Skills Demonstrated:

• Experience with support tools and phone systems.

• Excellent written and verbal communication skills. Interact acting well with both technical and non-technical customers to attain relevant technical and business requirement details

• Ability to successfully communicate and coordinate with departments across the organization including Sales, Consulting, CSM, QA, Program Management, and Product Management.

• Solid, functional salesforce.com application knowledge.

• Ability to understand and escalate issues efficiently and appropriately.

• Demonstrated strong work ethic and advanced organizational skills.

• Ability to develop and deliver creative business solutions for complex problems.

• Ability to effectively work with tight schedules and a fast paced environment.

• Ability to attract, hire and retain high performing support professionals

• Functional & technical salesforce.com application knowledge.

• Experience building & managing Support teams.

• Ability to develop and deliver creative business solutions for complex problems.

• Fostered and facilitated the professional growth and development of team members.

• Empowered and installed confidence in team members to enable them to grow.

• Demonstrated strong work ethic and advanced organizational skills.

● Case Monitoring & Quality Auditing of customer tickets :

⮚ Handling Support Management Escalations, CEO/Executive Escalations, SLA & Queue Monitoring.

• Calibration Call participation to be aware of the latest updates & also suggest the inputs from analysis stand point along with other trends observed.

• Supported Microsoft & Salesforce Products.
• Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
• Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
• Met with team personnel to share details of discovered issues and recurrent custom complaints.
• Researched new tactics to better hone responses and shorten remediation times.