Summary
Overview
Work History
Education
Skills
Accomplishments
Additional Information
Timeline
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AJITH KUMAR

AJITH KUMAR

Technical Support Manager
Bangalore

Summary

Initiate, innovate and inspire to go up the value chain backed by sixteen years of hands-on software industry experience that include providing Technical Support for Enterprise Product suite and Leading product support Team. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Overview

15
15
years of professional experience
4
4
years of post-secondary education

Work History

Technical Support Manager

OpenText
Bangalore
01.2020 - Current
  • Roles and Responsibilities :-
  • Current role is to lead the Team of 12 members who are providing Technical Support for Documentum Product suite in EMEA Region
  • Successfully execute specialized Projects in Support Environment
  • Own the resolution of technically complex / mission critical escalated issues
  • Collaborate with Sales, Professional Service, Customer Advocacy and R&D Team to enhance Total Customer Experience
  • Manage real time monitoring of service levels; Manage KPIs; CSAT, Productivity, Effective Backlog, staffing plans and work scheduling
  • Developing training and competency plans, establishing career paths, and mentoring the team
  • Successfully established a strong partnership with the stakeholders by growing and nurturing the existing relationships to ensure operational cohesion and effective foundation for future growth through weekly and monthly calls

Lead Technical Support Specialist

OpenText
Bangalore
06.2012 - 01.2020
  • My role was to deliver the technical product support for OpenText APJ and US region customers on OpenText WCM, DAM and BPM Suite, which includes support for enterprise software products TeamSite, OpenDeploy, LiveSite, MediaBin, LiquidOffice and TeleForm
  • Roles and Responsibilities :- Troubleshooting and providing solution for the issues logged by customer
  • Maintaining lab for the product we support, which includes installation, migration and upgrade of product version in Virtual Machine [OT Lab, AWS, VMWare and Virtual Box]
  • Working together with product engineering team on product defects and critical issues
  • Working together with Professional Service team and vendor to troubleshoot custom solutions
  • Assisting customer with product installation, upgrade and migration in their environment
  • Gathering new requirements from customer and sharing same with Product Engineering for enhancement in product
  • Handling escalation and making sure customers are satisfied with the solution
  • Responsible to maintain good CSat rate and to create Knowledge Base articles
  • Responsible to troubleshoot applications server, web server, product performance and network related issues faced by customer
  • Reproducing the issues in the lab environment and working with engineering for fix.

Senior Technical Support Engineer

Tech Mahindra Ltd
Pune
11.2007 - 02.2012
  • Client facing role as an Onsite Coordinator - Floor support for British Telecom advisors
  • Incident management and Problem management - Effective understanding of problems associated with incident and working closely with maintenance team towards fix
  • Service Improvement activities - Working towards root cause of incident, application performance measurement, automation of regular reports to reduce manual efforts
  • Deployment Activities - Pre deployment checks, DB script execution, Application setup and Post Deployment checks
  • Release management, Change management - Very good knowledge of Release and Change Management process defined by British Telecom

Education

B.E - E&C

KVG Engineering College, VTU
Mangalore
07.2003 - 07.2007

Skills

    Team Building

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Accomplishments

Received Star Performer award twice during my tenure in Tech Mahindra

Received GSD Employee Quarterly Award in HP-Autonomy

Received Employee Spotlight Award in OpenText

Additional Information

Technical Competencies
▪ Digital Asset Management : MediaBin and Media Management

▪ Web Content Management : TeamSite, OpenDeploy, LSCS and LSDS
▪ Lab Environments : OpenText Lab, AWS, VMWare ESXi and VirtualBox
▪ Databases : SQL Server, Oracle and MySQL
▪ OS Platform : Windows (2008, 2012, 2016 & 2019), Linux (RHEL & CentOS)
▪ App/Web Server : Jboss, IIS and Apache

Timeline

Technical Support Manager

OpenText
01.2020 - Current

Lead Technical Support Specialist

OpenText
06.2012 - 01.2020

Senior Technical Support Engineer

Tech Mahindra Ltd
11.2007 - 02.2012

B.E - E&C

KVG Engineering College, VTU
07.2003 - 07.2007

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AJITH KUMARTechnical Support Manager