Praveen Thaduri

• Led team of Escalation Managers, overseeing APAC Critical Incident Centre for high-impact escalations.
• Drove end-to-end resolution of Severity-1 incidents, coordinating with Engineering and Operations teams.
• Acted as executive-level incident commander, delivering timely communications to CxO stakeholders.
• Partnered with Engineering and Product Development to produce Root Cause Analyses and implement preventive measures.
• Spearheaded CIC AI initiatives, automating manual tasks to enhance focus on customer-centric activities.
• Defined and monitored operational KPIs, driving continuous improvements in customer experience.
• Mentored global escalation managers, fostering accountability and collaboration within teams.
• Contributed to knowledge development through creation of playbooks and best practices for incident management.

• Managed high-performing support team to resolve escalated complex cases across Salesforce Clouds, ensuring timely resolutions and high customer satisfaction.
• Owned escalation management for critical customer cases, collaborating with Product Development and Engineering for swift resolutions.
• Conducted weekly reviews of aged cases, LSATs, and escalations to identify skill gaps, implementing targeted training programs with CSG/Enablement teams.
• Streamlined case management processes to reduce turnaround time, avoidable escalations, and unnecessary team transfers.
• Delivered operational reports with insights on case trends, customer feedback, and quality metrics for leadership review and process optimization.
• Mentored support engineers and acted as an escalation point, fostering accountability and a culture of customer advocacy.
• Collaborated with cross-functional leaders to align support strategies with organizational goals, enhancing both customer success and operational efficiency.

Coordinated executive-level visibility on critical cases across Cloud Support and Product Development teams.

• Delivered regular reports to management, emphasizing case trends and areas for improvement.
• Mentored engineers through coaching sessions, technical deep-dives, and sharing best practices.

• Resolved advanced technical issues escalated to Tier 3 for Salesforce Email, Desktop Integrations, and Mobile App products.
• Collaborated with R&D and Tier 2 teams for in-depth defect investigations and platform bug resolutions.
• Conducted bi-weekly reviews with stakeholders to swiftly address customer-impacting bugs.
• Trained Tier 2 engineers in advanced troubleshooting techniques, enhancing team technical capabilities.

• Resolved customer cases for Email & Desktop Integrations (EDI) and Mobile App products, providing timely solutions.
• Authored knowledge articles to improve case deflection rates and support efficiency.
• Managed complex case resolutions while setting appropriate expectations to enhance customer satisfaction.

Executed automation test scripts using Oracle Application Testing Suite to evaluate application performance.

Conducted manual and automation testing for Oracle Fusion and Siebel CRM applications.

Prepared and updated test plans aligned with business requirement specifications.

Performed quality assurance testing in accordance with project requirements.

Analyzed test results and collaborated with developers to resolve identified bugs.

Conducted acceptance and system testing to validate application functionality.

Executed regression testing while confirming defect resolutions.

Utilized Siebel eBiz-7.8 and JIRA for defect tracking during testing phases.