Preshit Doshi

Background

About Preshit Doshi

The Technical Support Architects (TSA) team is an elite team of technical experts driving holistic improvements for Customer Support business. I have experience across the ServiceNow platform and I am driven by a passion for scalability, automation and simply improving how work gets done in CSS. My key focus areas are to drive deflection via customer enablement or landing pages/KBs, improving the TSE experience through tools, processes, training, and assisting with highly visible/critical P1s. If there are critical cases where a TSE is stuck and has exhausted the usual escalation paths, such as engaging their Tech Lead, their manager can create a task for the TSA and reach out to them directly for assistance. Additionally, I hold periodic brown bag sessions with tech leads to get their feedback on how things are working and what they would like to see improved. I work closely with the Delivery Leaders and Tech Leads to prioritize and focus on areas that have an impact on the teams. I partner closely with the Support Operations teams, especially with the Knowledge-Centered Service, Supportability & Release Readiness, Advanced Support Tools, Process & Quality and the Support Program status teams to implement our initiatives. In addition to CSS, I also work closely with Instance Automation, Service Engineering and the Development teams