Ashish Gupta
Pune
Summary
Dynamic leader with a proven track record at Qualys, driving customer success and technical support excellence. Spearheaded initiatives that enhanced service delivery and improved response strategies, AI enabled chatbot. Expertise in cloud computing and agile methodologies, combined with strong decision-making skills, ensures impactful product development and team performance.
Overview
25
25
years of professional experience
Work History
Director of Technical Support
Qualys Security Private Limited
Pune
07.2025 - Current
- Led technical support team to resolve customer issues efficiently.
- Developed training programs for support staff to enhance service delivery.
- Implemented new support tools to streamline ticket management processes.
- Collaborated with engineering teams on product updates and customer feedback.
- Monitored service level agreements to ensure compliance and customer satisfaction.
- Created knowledge base articles to assist customers and staff with troubleshooting.
- Facilitated regular team meetings to discuss challenges and share best practices.
- Analyzed support metrics to identify trends and improve response strategies.
- Analyzed customer feedback data to identify opportunities for improvement.
- Provided technical leadership and direction to a team of 10 Support Engineers.
- Designed metrics-driven dashboards to measure key performance indicators within the Technical Support organization.
- Created reports to track the performance of the Technical Support team against SLAs.
- Established best practices for troubleshooting procedures across different platforms or devices.
- Researched new technologies related to Technical Support, identified potential applications, and recommended implementation strategies.
- Conducted regular reviews of customer complaints to determine root causes, identify areas needing improvement, and recommend corrective actions.
- Collaborated with other departments to ensure seamless integration between their systems and those managed by the Technical Support team.
Director of Engineering
Cloud Software Group
Pune
01.2016 - 01.2025
- Technical Director for handling Tibco BW and Tibco Data Virtualization (TDV) to develop and maintain adapters / plugins for various systems.
- Managed team and product revenue, features, customer escalations and road map.
- Product development for Integration domain.
- Managed product worth 27M+ revenue to get quick releases, process automation and bumped up more than 25% to 33M.
- Responsible for building the nextgen Tibco Data Virtualization and Tibco BusinessWorks suite of products with a fresh & better user experience, easy to deploy and scale & secure, and easy migration for core and connectors.
- Reduced 20% time for migration and deployment.
- Managed Engineering team of 50+ Dev, QA, Dev Ops, Release team to ensure standardization of processes & their usage across multiple product teams.
- Responsible for leading hiring efforts of 100+ engineers across Pune & Hyderabad for new products teams under the BOT model (Build Operate Transfer), Tibco Data Virtualization team and BW.
- Actively engaging with clients to address escalations and provide solutions.
- Identifying the pain points and grooming the product backlog in collaboration with Product Management to prioritize requirements.
- Participating in Annual Operating Plan (AOP) and Quarterly Business Reviews (QBR) for strategic planning. This activity defines the yearly roadmap of product and customer success.
- Developed and managed 50+ adapters and plugins for multiple systems, ERP, legacy applications, cloud-based and enterprise databases.
- Designed and implemented microservices using Spring Boot and Spring Cloud for data transformation.
- Developed data access layers using Hibernate ORM to interact with relational databases, ensuring efficient and reliable data persistence.
- Utilized Spring Data JPA to simplify database interactions and improve developer productivity.
- Led a team in evaluating and prototyping Ollama for integrating RAG capabilities into the data virtualization product to enhance data discovery and retrieval.
- Designed the architecture for integrating Ollama with existing data sources, focusing on efficient vector embedding generation and querying.
- Implemented vector storage and retrieval using RAGFlow, Open-WebUI to enable semantic search over virtualized data.
- Formerly AKA Tibco India Pvt. Ltd.
Release Manager
IBM India Pvt. Ltd.
Pune
07.2006 - 01.2016
- Joined the Integration server development to develop and maintain adapters and plugins for ERPs systems, defect tracking systems, and legacy applications.
- Worked on product development for Integration domain into application integration and data integration.
- Led team of engineers to release multiple versions.
- Moved to manage the releases of product and learned automation, handled customer interactions and priorities to get feature list in release.
- Worked on integration products for multiple applications and defect tracking systems.
Senior Software Engineer
Pervasive India Pvt. Ltd.
Bangalore
07.2005 - 06.2006
- Started with team lead to handle multiple adapters and plugins for integration of multiple systems. Built using Java, Restful APIs, XML, JSON.
- Worked on Integration product as developer in Java and technologies.
- Handled more than 45 adapters and connectors for system and data integration.
Software Engineer
Adeptia India Pvt. Ltd.
Noida
12.2000 - 06.2005
- Worked at this startup and built the integration server from conceptualization to customer deployment. Core technologies are Java, XML, parsing, scheduling transactions, workflows.
- Joined this startup and built the integration domain middleware server from the ground up.
- Built translation module to handle any format data to XML and vice versa. This can be implemented to transform and integrate the discreet systems.
Education
B. Tech -
National Institute of Technology
Warangal08-1998
Skills
- Agile and Scrum
- Change management
- CI/ CD
- Cloud Computing
- Cost Optimization
- Cross-functional and Cross-geographical teams
- Customer Success
- Data and System Integration
- Decision making
- Dev Ops
- Digital Transformation
- Distributed application using Java/ J2EE
- Docker
- Kafka and AWS
- Kubernetes
- Leadership and Mentoring
- Micro Service, container orchestration
- Offshore team building
- Ops Excellence and Automation
- Organizational Leadership
- Process Automation
- Product development and roadmap
- Product Management
- Revenue Growth
- Technical support leadership
- Product development
- Process automation
- Knowledge management
- Managing service level agreements
- Technical troubleshooting
Timeline
Director of Technical Support
Qualys Security Private Limited
07.2025 - Current
Director of Engineering
Cloud Software Group
01.2016 - 01.2025
Release Manager
IBM India Pvt. Ltd.
07.2006 - 01.2016
Senior Software Engineer
Pervasive India Pvt. Ltd.
07.2005 - 06.2006
Software Engineer
Adeptia India Pvt. Ltd.
12.2000 - 06.2005
B. Tech -
National Institute of Technology