Summary
Overview
Work History
Education
Skills
Timeline
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Ajay Rautary

Bengaluru

Summary

Strategic Service Delivery Manager with 15+ years of experience leading enterprise support and customer success across cloud and infrastructure sectors. Proven record of reducing critical escalations by 40% and boosting CSAT by 25% through data-driven improvements. Expert in stakeholder engagement, team leadership, and aligning service operations with business goals.

Overview

19
19
years of professional experience

Work History

Senior Support Delivery Manager

Akamai Technologies
Bengaluru
05.2017 - Current
  • Orchestrated IT service delivery across 20+ enterprise accounts, elevating CSAT to over 90% through strategic engagement and operational excellence.
  • Managed client communications to ensure smooth service transitions and expectations.
  • Implemented process improvements to enhance delivery efficiency and team collaboration.
  • Delivered 50+ client training sessions annually, reducing support case volume by 20%, and increasing usage maturity.
  • Directed the resolution of high-severity technical incidents, achieving a 50% faster turnaround time through efficient triaging and stakeholder coordination.
  • Partnered with problem management to eliminate systemic issues, decreasing ticket recurrence by 30%, and stabilizing customer environments.
  • Rolled out ITIL-aligned process enhancements that drove a 20% improvement in SLA compliance.
  • Coordinated cross-functional teams to ensure timely project delivery.
  • Organized periodic reviews of delivery performance against established goals and objectives.
  • Facilitated execution roadmaps to promote continuous improvement, knowledge sharing, teamwork, collaboration and positive employee experiences.

Support Account Manager

NetApp
Bengaluru
08.2016 - 04.2017
  • Oversaw strategic support planning and account operations for high-value enterprise clients in storage infrastructure.
  • Conducted operational service reviews that cut customer escalations by 25% through proactive risk identification.
  • Ensured seamless upgrade planning and lifecycle management by maintaining accurate asset inventories.
  • Collaborated with technical leads to resolve critical performance bottlenecks, enhancing system reliability and uptime.

Technical Solutions Consultant

Hewlett Packard Enterprise
Bengaluru
03.2011 - 07.2016
  • Directed Tier-2 global technical support operations, scaling team capacity from 6 to 45 engineers, and improving performance metrics by 30%.
  • Resolved mission-critical escalations for enterprise clients using HP 3PAR storage, enhancing retention and satisfaction rates by 15%.
  • Instituted KPI dashboards (CSAT, AHT, FCR) to drive visibility and accountability across the support organization.
  • Reduced backlog by 35% through streamlined triaging, ticket prioritization, and coaching interventions.

Enterprise Technical Support Specialist

Dell International Services
Bengaluru
12.2009 - 03.2011
  • Delivered Tier-2 remote support for Dell PowerEdge infrastructure across EMEA, managing over 200 high-priority cases monthly.
  • Reduced incident resolution time by diagnosing issues early, and coordinating engineering escalations effectively.
  • Facilitated smooth deployments and minimized downtime through structured collaboration with vendor partners.

Technical Solutions Representative

Hewlett Packard
Bengaluru
02.2006 - 12.2009
  • Supported enterprise hardware implementation, including RAID, UPS systems, and blade server environments, across global accounts.
  • Delivered preventive maintenance and rapid issue resolution, improving system availability by 25%.
  • Consulted clients on upgrade paths aligned to capacity planning, and future-proofing infrastructure.

Education

Bachelor of Science - Computers Science

Osmania University
Hyderabad

Skills

  • IT service management
  • Process improvement
  • Operational excellence
  • Customer relationship management
  • Team leadership
  • Incident management
  • Cross-functional collaboration
  • Data-driven decision-making
  • Problem Management
  • cross-functional collaboration

Timeline

Senior Support Delivery Manager

Akamai Technologies
05.2017 - Current

Support Account Manager

NetApp
08.2016 - 04.2017

Technical Solutions Consultant

Hewlett Packard Enterprise
03.2011 - 07.2016

Enterprise Technical Support Specialist

Dell International Services
12.2009 - 03.2011

Technical Solutions Representative

Hewlett Packard
02.2006 - 12.2009

Bachelor of Science - Computers Science

Osmania University

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Ajay Rautary