Dave Patel

Manager, Product Support & Escalations @WeWork

New York, NY, US

Skills: • Hiring/Building effective teams • People development • Conflict management • Incident magement and resolution • Comfort in ambiguity • Relationship building • Agile software development process • Support: Intercom, Zendesk, Salesforce Service Cloud, JIRA • Engineering: Excel, SQL, Java Experience: • Manage a global team of Tier 3 Product Analysts that serve as subject matter experts bridging the Global Service Desk (Tier 1 & 2) to internal product/engineering teams along with key business stakeholders • Oversee Product Analyst partnerships in sprint planning, backlog grooming, daily standups, weekly PM/EM syncs, and bug bashes • Manage and grow team of subject matter experts along with breadth of knowledge on complex system functionality and cross-system integrations • Facilitation of incident management process by recognizing outages and impact, partnering with engineering for resolution/de-escalation, and communicating incident status to respective stakeholders through the process • Provide technical assistance for front line support specialists and serve as an escalation point for complex and ambiguous issues • Continual reprioritization of product area coverage based on shifts in business needs, across 43 products and the respective technology teams that build them • Make impact cases to successfully prioritize issues for upcoming sprints so fixes can be pushed to production and feedback loops can be closed back downstream • Creation of knowledge base documentation on product releases along with existing product functionality needing updates and undocumented system processes impacting end-users • Scaled global team from 15 to 45 specialists/analysts within one year • Maintain a regional SLA of 8 minutes for first response time despite team downsizing by 20% • Average 220 tickets/month escalated from the global Tier 2 support team requiring high-touch and imbedded partnerships with product/engineering teams

Devry University

Bachelor's, Computer Information Systems & Web Development

Rutgers University

Bachelor's, Psychology, Biology, English