Pooja Saroj

About Pooja Saroj

Experienced Infrastructure Service Management Professional with proven expertise in managing Incident, Change, Problem, and Service Management processes. I ensure operational excellence through:Conducting internal audits and analyses for incidents and changes to uphold high standards of quality assurance.Managing distributed console operations while ensuring strict adherence to SLAs and proactively resolving issues.Proficient in utilizing and managing multiple work tools simultaneously to enhance productivity and streamline operations. Managing team operations, serving as a key escalation point, and acting as a backup team lead.Training & Development: Delivering comprehensive training programs and resources for new team members to maximize resource utilization across time zones.Strong skills in engaging with technical and non-technical teams and stakeholders to resolve challenges effectively.Organizing weekly stand-ups and monthly retrospectives to foster collaboration, address issues, and drive continuous improvement initiatives.Key Skills:Stakeholder ManagementCross-functional Resource AllocationAgile MethodologiesQuality Assurance & Process ImprovementPeople Management

Experience

1. Service Support Manager

   Adobe

   Mar 2025 — Present · Noida, IN

   In my role as a SSM, I play a key role in enhancing the customer experience by driving timely resolution and ensuring proactive support management. My work revolves around improving service quality, reducing customer friction, and enabling smooth cross functional collaboration.• Regularly monitoring and reviewing customer cases to ensure timely and effective resolution across DX products.• Partnering with the internal teams during customer on boarding and kick off calls to align on expectations and engagement strategies.• Provide actionable service insights and metrics during Quarterly Business reviews to support strategic decision making.• Deliver detailed RCA document documentation for major incidents, focusing on long term preventive strategies and service improvement. • Leading the coordination of P1 incidents and escalations, driving resolution by collaborating across support, engineering, and operations teams.

Education

• University of Lucknow

  B.com honours , management

  2017 — 2020

• SCHOOL OF MANAGEMENT SCIENCES, SULTANPUR ROAD

  Bcom honours , currently working on entrepreneurship

  2016 — 2020

• University of Lucknow

  Bachelor's of commerce ( Bcom.Honours), International Business/Trade/Commerce