When Vidhya reflects on her time at AMS, she’s surprised it’s only been four years. It feels longer. “Maybe it’s because I talk about AMS so much,” she laughs. From starting as an Implementation Consultant to stepping into her current role as Support Lead and Trusted Advisor, she’s had a varied journey. But one thing has been constant: a deep commitment to customers, her team, and doing things better.

From Spotting Gaps to Building Better Systems

Vidhya has a habit of speaking up when she sees something that can be improved. Not to complain, but to make it better. “I’m customer-centric,” she says. “If something’s not working, I’ll raise it.”

Rather than wait, Vidhya takes the initiative. When she learns something new, she shares it with her team. “Knowledge is wealth. I don’t keep it to myself.”

She describes herself as solution oriented. If a roadblock appears, she doesn’t stop - she finds a new path. That approach has earned her trust across the business.

Redefining What Support Means

Since taking over support responsibilities in early 2024, Vidhya has been on a mission to change how support works, and how it’s perceived. When she started, there were more than 100 open tickets. Today, they rarely go beyond 30.

She’s implemented clear processes, regular analysis, and a stronger culture of ownership. “Support is not just about responding to issues. It’s about creating a better experience for the customer.”

And her proudest achievement? Building trust. “When people started coming to me directly, that’s when I knew I’d made an impact.”

Beyond the Job Title

It’s not just about tickets or dashboards. Vidhya has also helped deliver major projects like a rectification project for a private hospital and supporting UAT testing on a large government customer upgrade. She doesn’t wait for perfect timing. “If there’s something half-done, I’ll jump in. I learn by doing.”

She also looks for ways to turn support into a growth opportunity - suggesting training to customers where there’s a knowledge gap, or offering workshops to reduce rework and improve product usage.

Shaping Culture from Within

Vidhya encourages collaboration, knowledge-sharing, and conscious communication. One of her personal rituals is a weekly reflection every Friday. “It’s not about proving anything. It’s for me... to see how I can grow.”

Her team reflects the culture she’s built. Small but strong, clear on priorities, and always focused on the customer.

Living Her Values at Work

Vidhya brings a strong sense of responsibility to her role. “I believe in getting the job done and not wasting time.” But more than that, she values trust. And that trust runs both ways.

AMS supported Vidhya to work remotely from India for over three months due to personal reasons -  despite the challenges with connectivity and location. "No one questioned it. They just said, ‘Go. Family first.’”

That time with family was priceless. “If AMS hadn’t supported me, I would’ve lost that opportunity. I am so grateful to Nikki - she is a great manager."

What Keeps Her Going

It’s the challenge. The constant learning. The ability to make a difference. “This product is complex, and every day I learn something new. That excites me.”

But it’s also about contribution. “I don’t want support to just be business-as-usual. I want it to grow, to add value, to bring in revenue. I have thousands of ideas.”

She wants to automate processes, reduce manual work, and influence how new joiners are onboarded. “There’s still too much reporting by hand. We can do better.” 

Looking Ahead

Vidhya’s excited about what’s next—more challenging projects, more strategy, more culture-building. “I don’t like being put in a box. I want to contribute wherever I can.”

She’s already made a mark. And she’s just getting started.

Her Life Mantras

Two beliefs guide her.

First, “This too shall pass.” It’s a lesson she learned when she was ten, from a stranger at a temple who gave her two train tickets and said, “This is your life message.” Whether in joy or pain, she holds it close.

Second, “Live consciously.” She explains, “If I’m stressed, I pause. Is this really my problem, or am I carrying someone else’s weight? That kind of awareness changes everything.”

Final Thoughts

Vidhya isn’t just solving tickets - she’s building trust, shaping systems, and creating culture. Her story is one of quiet leadership, consistent growth, and unwavering purpose.