Abhishek Rao
Associate Manager - Cloud Engineering
Bangalore
Summary
Professional with strong background in leadership and team management. Proven track record in driving results and ensuring team collaboration. Skilled in strategic planning, problem-solving, and adapting to dynamic environments. Known for reliability, effective communication, and delivering high-quality outcomes.
Overview
15
15
years of professional experience
Work History
Associate Manager – Lead (Account Management)
DXC Technology
09.2020 - Current
- Led, mentored, and developed a team of six Account Managers in the AMS, driving adoption, retention, and satisfaction by defining team objectives and KPIs.
- Managed the smooth operation of the Data Centre and its related services for customers, aiming to maximize value throughout their lifecycle.
- Acted as the key escalation point for critical customer issues, and collaborated with cross-functional teams to monitor customer health metrics, identify risks, and proactively resolve issues to minimize churn, contributing to a notable increase in customer satisfaction scores.
- Successfully oversaw a portfolio of pivotal and high-revenue-generating accounts, spanning the US and EMEA regions, generating annual revenues exceeding $1 million.
- Led internal projects focused on enhancing the storage infrastructure (including optimizing the storage arrays and replacing the out-of-support SAN switches) of DXC Data Centres spanning AMS, EMEA, and APJ regions, resulting in significant cost savings surpassing $2 million.
Service Delivery Manager
Deluxe Entertainment Services Group
06.2019 - 02.2020
- Led 24/7 operations with 60 team members, overseeing Incident and Problem Management, PMO/Reporting, L1 and L2 service desk, NOC, Infra, and Application support teams.
- Collaborated with business leaders to address IT challenges, transitioning from a fragmented to a centralised, ITIL-compliant support model.
- Implemented a unified dashboard, evaluated budgets, and coordinated with stakeholders for project consensus.
- Analyzed service status against SLAs, identifying gaps and implementing corrective actions.
Service Designer
British Telecommunications Plc
01.2018 - 07.2019
- Led the design and implementation of comprehensive operational support solutions for customized, non-standard, and complex offerings. Managed complex bids globally, representing BT’s Service functions in customer-facing communications, discussions, presentations, and negotiations.
- Collaborated with Global Operations teams to define operational models, mitigating risks for each opportunity.
- Coordinated with the bid team to design cost-effective service models and processes, contributing to customer-facing proposals and contractual documents.
Account Process Lead
DXC Technology
12.2015 - 12.2017
- Led a team of 4 Availability and Capacity Managers, ensuring KPIs are aligned with project plans and SLAs.
- Tracked and analyzed process changes for continuous improvement, presenting monthly and quarterly plans to stakeholders.
- Collaborated with teams to enhance service delivery and conducted routine account assessments, maintaining documentation for audits.
Problem Manager
Accenture Services Pvt Ltd
02.2014 - 11.2015
- Oversaw Problem Management processes in IT and key vendor services, ensuring comprehensive resolution.
- Conducted cross-functional meetings to gather essential information, identify root causes, and drive preventive tasks, resulting in a 20% reduction in incidents.
Team Lead – Service Desk
Accenture Services Pvt Ltd
02.2011 - 02.2014
- Managed a 30-member IT Support desk, overseeing Incident Management, Problem Management, PMO/Reporting.
- Spearheaded the transition from HP Service Manager to ServiceNow.
- Standardized reporting systems, designed Quality Auditing processes, and automated 90% of daily reporting.
Education
Bachelor of Science - Computer Science
Ram Manohar Lohia Degree Collage
01-2007
Skills
Certifications: Google Cloud Certified - Generative AI Leader, ITIL V3 Foundation, Certified Agile Service Manager, ITIL V3 Intermediate (PPO – Service Design)
Timeline
Associate Manager – Lead (Account Management)
DXC Technology
09.2020 - Current
Service Delivery Manager
Deluxe Entertainment Services Group
06.2019 - 02.2020
Service Designer
British Telecommunications Plc
01.2018 - 07.2019
Account Process Lead
DXC Technology
12.2015 - 12.2017
Problem Manager
Accenture Services Pvt Ltd
02.2014 - 11.2015
Team Lead – Service Desk
Accenture Services Pvt Ltd
02.2011 - 02.2014
Bachelor of Science - Computer Science
Ram Manohar Lohia Degree Collage
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