Sonia Farrah

• Lead a globally distributed support organization (15 managers/engineers, 41+ engineers overall) across Canada, Ireland, and Brazil, driving performance, engagement, and operational maturity.
• Own complex customer escalations (P1/P2), leading structured root cause analysis, executive communication, and end-to-end resolution to protect revenue and customer trust.
• Drive KPI governance and service excellence, delivering 95% SLA compliance and 85% Customer Effort Score (2025 YTD) while continuously improving quality and efficiency.
• Foster a high-performance and growth culture through coaching and leadership development, achieving 90% Leadership NPS and 100% Leadership Trust (2025 YTD).
• Enable data-driven decision-making through SAP Analytics and ServiceNow dashboards, improving transparency, forecasting, and operational insights.
• Contribute to TCO optimization and operational scalability across the Commerce Support organization.

Innovation & AI Enablement

• Lead automation initiatives (RPA, SAP BTP) to streamline ticket analysis and reduce resolution effort and cost-to-serve.
• Developed cloud validation “Sweep Script” automation used for go-live and peak sales readiness.
• Leverage GPT-based AI solutions to centralize commerce knowledge, accelerating issue resolution and empowering engineers with faster access to expertise.

• Provide technical support to enterprise customers, troubleshooting and resolving complex issues across application, integration, and cloud environments.
• Develop and test custom feature enhancements and tailored solutions using Java and Spring Framework within a multi-threaded, Agile development environment.
• Analyze and resolve production defects for cloud-based customers, leveraging monitoring and observability tools such as Dynatrace and Kibana to identify root causes and implement sustainable fixes.
• Perform performance analysis, log investigation, and system diagnostics to ensure platform stability and optimal customer experience.
• Collaborate with cross-functional teams (Engineering, DevOps, Cloud Operations) to deliver high-quality resolutions and continuous product improvements.
• Developed strong relationships with key clients, acting as their primary point of contact for all technical concerns.