Saloni Kataria

Experience

• 

  Dell Technologies

  Dec 2013 - now

  In my current role as a team lead for Isilon Regional Technical Support team, responsible for leading a team of technical engineers, managing day to day Operations across channels within Unstructured Data Storage. Responsible for creating a collaborative environment across teams to ensure TCE through continuous process improvements & implementation of best practices. Responsible to drive & build a value-based environment harboring key behaviors around Customer Focus, Sense of Urgency, and Integrity. Identify & drive global initiatives creating process efficacies resulting in business efficiencies.My role envisages:• Lead and manage a team of technical experts to provide quality support to external customers, maximizing operational results in terms of performance standards and metrics to provide best experience for clients. • Direct and oversee customer escalations and engage external escalation teams and partners as necessary• Conducting regular 1-2-1s, performance discussions and team meetings Responsible for scheduling, staffing management, and development of employees in assigned area.• Ensuring issues and recommendations regarding programs, tools, projects, products, process, metrics, standards, and customers are escalated in accordance with technical support policies and procedures• Accountable for operational results in terms of expenses, budget, customer satisfaction and employees • Able to lead technical discussions and effectively contribute towards resolution in complex escalations• Collaborating HR functions viz. recruitment, induction, performance appraisal, etc.• Foster an environment of continued development and professional growth• Leadership Skills – Aligned with Dell core values including a greater sense of urgency Show less Monitoring the overall functioning of the Team. Identifying improvement areas and implementing adequate measures to maximize customer satisfaction level. Assessing customer feedback, evaluating areas of improvements & providing critical feedback to engineers on improvements and achieving higher customer satisfaction metrics. Leading and monitoring performance of the team members for maintaining excellence in service operations.My role envisaged:• Managing and mentoring a 10-member team within the Bangalore office.• Team Performance Monitoring and providing feedback on regular basis.• Ensuring consistent performance on all KPI’s.• Identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.• Preparing efficiency reports in order to monitor workflow.• Ensuring all the team members are self-motivated by providing feedback on regular basis and keeping the discussions transparent with respect to their own performance improvement and career development.• Assuming MOD responsibilities in absence of dedicated managers. Show less • Designated skills area of SMB (CIFS/AD etc.) with a secondary of Networking. • Administer customer/technical escalations effectively and act as a SPOC for critical accounts.• Mentoring candidates across skill sets as part of the on boarding process.• Became an accredited coach for EMEA time zone.• Took over an additional role of managing a team of 15 L2 and chat engineers. The role envisaged:➢ Managing overall technical performance of the team, managing backlog of existing cases, leading customer escalations and internal escalations, resource alignment across multiple shifts to effectively handle incoming volume.➢ Identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.➢ Deftness in setting out quality standards for various operational areas; implementing quality systems & procedures to facilitate a high-quality customer experience, while adhering to the SLA.➢ Assessing customer feedback, evaluating areas of improvements & providing critical feedback to engineers on improvements and achieving higher customer satisfaction metrics.➢ Ensuring consistent performance on all KPI’s.• Elected as the GSAP lead for the latest batch (May’19-July’19). Responsible for: ➢ Governing overall functioning of the team, ensuring a smooth transition of new talent into their respective work, focused to provide an appropriate amount of structure, direction, and feedback to ensure a high level of group performance.➢ Maximum focus on inspiring and keeping the team members motivated throughout the boot-camp.➢ Ensuring all the associates are self-motivated by providing feedback on regular basis and keeping the discussions transparent with respect to their own performance improvement and career development.➢ Transition of all the associates to their respective teams is seamless by following formal handover process. Show less • Assisting enterprise customers on issues varying from initial implementation through to data unavailable/data loss situations.• Designated skills area of SMB (CIFS/AD etc) with a secondary of Networking. Typical problems would include AD Domain integration issues, authentication performance, general SMB/Network related performance, process crashes and ID mapping/permissions issues• Cluster networking, setting up DNS records and Smart Connect configurations. • Well versed in Isilon OneFS file system.• Microsoft Active directory management.• Specialist in permission issues concerning multiprotocol shares involving both POSIX and ACLs. • Microsoft Active directory management. Have a deep understanding of the lsilon OneFS file system.• Understand differences between and work with Gen4 Gen5 and Gen 6 hardware. • Active contributor in training and mentoring new hire candidates. Recently became an accredited coach for EMEA time.• Proficient in handling operations in compliance with rules and regulations laid by the company. Show less

  • Manager

    Aug 2022 - now

  • Principal Engineer- Team Lead

    Mar 2021 - Oct 2022

  • Senior Engineer

    Aug 2019 - Mar 2021

  • Technical Support Engineer 2

    Oct 2016 - Jul 2019

  • Senior Analyst

    Dec 2013 - Oct 2016