Describe your current role and responsibility/responsibilities at Veritas.
I am a Technical Escalation Program Manager for the Veritas Backup Exec Product. My responsibilities include managing escalations, coordinating communication across the team, and providing solutions to customers as early as possible after diagnosing the issue. Besides being the voice of the customer, when it comes to identifying issues, I am responsible for driving the crucial conversation between engineering, support, and product management to make the customer experience better. My role also entails a variety of other duties such as presenting different trends/reports of escalations to leadership and different teams, managing the response time of the customer escalation, quality control of the product, and learning from the escalation. The role provides a unique opportunity to collaborate and work across different functions.
What inspired you to pursue a career in technology?
I have always been passionate about technology, and since it’s constantly changing, I enjoy taking every opportunity to learn more. I got exposure to working in various roles in the IT industry, and that kept me motivated, changed my perspective, and made me think from a customer’s and business’ point of view.
What keeps you at Veritas? What is your favorite aspect of the company?
As an escalation program manager, I have the opportunity to collaborate with many functions like Tech Support, Sales, etc., and able to further influence and drive my efforts to benefit the product and its customers. This brings high energy and a commitment in me as nothing is more pleasing than making a customer happy.
Your role transforms the future of solutions and products at Veritas. Can you tell us about a project that you’ve worked on that you found most rewarding?
I was a software developer prior to joining Veritas. When I became a part of the team, I went from QA to Escalation Program Manager. So far it has been an interesting and fulfilling journey at Veritas, and I have capitalized on every role that I played within the company. Looking back as a QA developer and now as an Escalation Program Manager, I can confidently say that I saw and learned a new or different customer perspective. It gives me immense satisfaction when I hear from customers how Backup Exec helps them protect their most important information assets, such as data from a ransomware attack and on their transformation journey to the cloud.
What advice would you give to women who want to break into tech/leadership roles?
Believe in yourself and your potential. I believe that being confident in my abilities and what I have to offer is the single most important reason I have been successful in my career. Keep the vision of why you want to lead and what you want to lead towards.