Ajinkya Nikam
Project Manager 3: Business (Operations Manager)
Pune
Summary
A resourceful operations manager, an accomplished engineer and a troubleshooter with 7+ years of experience. Having strong verbal and written communication skills, at present a project manager, leading the operations of 2 large teams, Kernel and Networking at Red Hat Technical Support, committed to utilizing my skills to ensure excellent customer satisfaction.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Project Manager 3: Business
Red Hat
Pune
10.2022 - Current
- In addition to the existing responsibilities of seamlessly managing the operations, mentored 4 aspiring leaders coming from different backgrounds for operations manager .
- Part of the core team leading a batch of 30 interns fresh out of college. Responsible for their technical growth through regular technical assessments. Along with that, helping them improve their communication and inculcate the customer centricity through sessions and regular one on ones.
- Analyzing the global operations data for multiple KPIs such as CSAT, Escalations, Case comments, Bug and documentation contribution and help the senior leadership take a strategic decision.
Project Manager 2
Red Hat
Remote
07.2021 - 09.2022
- Responsible for kernel and the networking team's day in and day out operations
- Assisting both teams in terms of maintaining the goals of initial and ongoing response times
- Ensuring proper sta ng according and shift rotations of the engineers in accordance with the case volume
- Streamlining onboarding process and onboarding new hires, joining calls with them, reviewing their cases technically and soft skill-wise
- Presenting the data for the RHEL space (kernel and networking team's umbrella) on the weekly leadership calls, calling out the achievements and challenges
- Delivering Customer Handling sessions to new hires on India level.
Technical Support Engineer
Red Hat
Pune
06.2019 - 06.2021
- Mentoring new hires to start their technical journey at Red Hat
- Maintaining operations for the Secure support clients
- Reproducing the issues with in-house senior engineers around kernel and other related components like filesystem, clusterha, booting, kdump etc
- Worked on more complicated cases of performance, memory, NUMA
- Used pcp, /proc, perf, iostat, pidstat, strace in the process
- Assisting new hires as well as colleagues to handle di cult customers
- Introduced a platform to share knowledge among NASA, EMEA and India
- Ce around various topics such as Infiniband, Vmware, ticket walks, bugs etc.
Associate Technical Support Engineer
Red Hat
Pune
04.2017 - 05.2019
- Diagnosing, troubleshooting and finding the root cause of the problems on remote sessions to ensure customer satisfaction
- Working on issues like Unexpected reboot, hang and basic performance issues
- Using kdump, crash utility, SAR, pcp, collectl and awk in the process
- Collaborate with engineers within Red Hat around the globe to work on di erent types of issues
- Helping out new hires to get along with Red Hat's open culture and help them in their case as much as possible.
Trainee Associate Technical Support Engineer
Red Hat
Pune
10.2016 - 03.2017
- Worked on soft skills and customer handling
- Sharing knowledge with interns
- Working on many break-fix issues like booting
- Polishing troubleshooting skills.
Summer Intern
Technical University Of Sofia
Sofia
07.2016 - 07.2023
- Designing of Algorithms and handling the Presentations and Reports.With help of Arduino and RasberyPi developed a LAP counter for race tracks to efficiently track the time of each lap using Java.
Education
Computer Engineering - Bachelors of Engineering
Sandip Institute of Technology & Research Centre
Nashik 04.2012 - 07.2016
Skills
Communication Skills
Linux and Computer Networking
Operations Management
Escalation and Call Handling
Leadership
Conducting Interviews
Certification
EX300 Red Hat Certified Engineer (12/2016 - 12/2019)
Publication
Acceleration of Drug Discovery Process on GPU: Speeding up the execution of Drug Discovery process by implementing the Smith Waterman Alignment algorithm on multiple cores of NVidia GPU simultaneously, published in IEEE
Timeline
Project Manager 3: Business
Red Hat
10.2022 - Current
Project Manager 2
Red Hat
07.2021 - 09.2022
Technical Support Engineer
Red Hat
06.2019 - 06.2021
Associate Technical Support Engineer
Red Hat
04.2017 - 05.2019
Trainee Associate Technical Support Engineer
Red Hat
10.2016 - 03.2017
Summer Intern
Technical University Of Sofia
07.2016 - 07.2023
Computer Engineering - Bachelors of Engineering
Sandip Institute of Technology & Research Centre
04.2012 - 07.2016