NCR Corporation

Senior Manager, Global Technical Support & Service Delivery | 2012–2018

The Challenge

NCR's entertainment venue platform supported mission-critical operations across 280+ stadiums and arenas globally, where system downtime directly impacted revenue and fan experience during live events. The support organization faced extreme pressure to maintain zero-downtime performance while managing complex L1/L2/L3 escalations across diverse technical environments. Inconsistent service delivery, reactive incident management, and gaps in operational processes threatened customer retention and revenue growth. With millions of transactions processed during peak event windows, any service degradation created immediate financial exposure and reputational risk for both NCR and its venue partners.

The Transformation

Architected and executed a high-reliability support model focused on proactive operations, rapid incident response, and customer-centric service delivery.

Mission-Critical Operations

• Led global L1/L2/L3 support teams delivering 24/7/365 coverage across 280+ live entertainment venues with zero-downtime tolerance where 100% of revenue occurs in a 2-hour event window
• Established proactive monitoring, escalation protocols, and incident management frameworks to ensure flawless execution during high-stakes events

Operational Excellence

• Improved platform stability through root cause analysis, preventive maintenance, and knowledge-driven problem resolution
• Implemented structured communication practices and expectation-setting protocols for high-stakes event support

Customer Success & Retention

• Elevated CSAT through consistent service delivery, rapid response times, and strategic account management
• Built trusted advisor relationships with venue operators, driving platform adoption and contract renewals

Business Impact

• $3M Incremental Annual Revenue — Service excellence and customer retention initiatives directly contributed to revenue growth through contract renewals and expanded deployments
• Zero-Downtime Performance — Maintained operational stability during peak event windows, protecting revenue streams and brand reputation for NCR and venue partners
• Customer Satisfaction — Achieved measurable CSAT improvements through proactive support, rapid incident resolution, and strategic relationship management
• Operational Resilience — Created scalable support model capable of handling high-volume transaction periods across global time zones
• Strategic Value — Positioned technical support as revenue enabler rather than cost center, demonstrating direct correlation between service quality and business outcomes