Zaval provides leadership for SevOne’s product support delivery, professional services, customer training, and overall customer satisfaction
Today SevOne announced that it has selected Ed Zaval to lead its global services team as Senior Vice President of Global Services. Zaval manages 125 global services employees who provide support delivery of 24x7 phone, web portal, and on-site support across 13,000+ customer case transactions per year. Additionally, his Professional Services team is responsible for delivering advanced monitoring solutions via extensible data collection, visualization reports development, automated provisioning, and trouble ticketing integration.
Zaval joined SevOne in November 2015 to lead the Global Support team with a proven background in scaling worldwide customer services infrastructure to meet growing customer support requirements, while ensuring increasingly high customer satisfaction scores. Under Zaval’s leadership, the Global Support team has since rolled out higher value maintenance programs for SevOne customers. It has also consistently achieved high Customer Service Level Objectives results, underscored by SevOne’s recent recognition with TSIA’s ‘Innovation in Leveraging Analytics for Service Excellence’ award.
A career-long services professional and customer advocate, Zaval was most recently responsible for Global Services at Coriant and Sycamore Networks, suppliers of Service Provider networking solutions. He has spent almost 20 years leading high-growth and large-scale worldwide services organizations, providing the highest level of 24x7 support, professional services, hardware services, and customer training.
Digital infrastructures and applications have become the backbone of businesses today, enabling companies to deliver unmatched user experiences and remain competitive in an increasingly digital world. SevOne provides a comprehensive technology portfolio that collects, analyzes and visualizes network and infrastructure performance data, resulting in complete infrastructure visibility. This next-generation technology requires next-generation support to maximize productivity and control cost and risk.
“SevOne’s leadership team and employees have a deeply rooted motivation to ensure our customers optimize the performance of our products and achieve their intended business outcomes,” said Ed Zaval. “I’m well supported in my role here and am excited to work with such a dedicated team.”
“Ed’s leadership, dedication, energy and enthusiasm for providing a fantastic customer experience is unmatched,” said Jack Sweeney, CEO, SevOne. “He is a role model for putting the customer first, ensuring that some of the world’s largest enterprises, CSPs, and MSPs can use their data for actionable insights to compete and win in the connected world. He will continue to drive our customers’ missions forward and we are proud to have him lead our global services team.”
SevOne provides the world’s largest CSPs, MSPs and Enterprises with the most comprehensive technology portfolio to collect, analyze and visualize network & infrastructure performance data to deliver actionable insights to compete and win in a connected world. SevOne serves organizations that are looking to monitor complex, dynamic next-generation infrastructure such as software defined networks, orchestrated containers and cloud technologies to support their business goals. SevOne is a privately held company headquartered in Boston, MA.