Ashish Jain
Sr. Manager - Systems & Support
Bengaluru,Karnataka
Summary
- Spearheaded end-to-end project and support delivery management for over 15 years, significantly improving efficiency and minimizing operational bottlenecks.
- Led the integration of advanced technologies to enhance customer service quality and streamline operations.
- Managed and delivered international projects across the APAC region, serving as a solution architect and consultant.
- Collaborated with cross-functional teams and stakeholders across diverse domains, including FinTech and order delivery systems.
- Executed SaaS and CCaaS implementations using Genesys platforms (Cloud CX, PureConnect, Contact Centre Solutions), tailoring strategies to regional challenges and compliance requirements.
- Forward-thinking Senior Manager adept at managing teams of 20 employees to accomplish challenging objectives. Imparts clear vision to guide cohesive, high-performing teams.
Overview
18
18
years of professional experience
3
3
years of post-secondary education
Work History
Sr. Manager - Systems & Support
Customer Experience Lab
01.2021 - Current
- Led cross-functional support and engineering teams, ensuring seamless system operations and delivering high availability and performance across enterprise-grade customer experience platforms.
- Developed and implemented ITIL-aligned support frameworks, streamlining incident, problem, and change management processes to enhance service reliability and stakeholder satisfaction.
- Drove automation and process optimization initiatives, reducing ticket resolution time and increasing operational efficiency across support and infrastructure functions.
- Championed integration of scalable system architectures, aligning infrastructure and support strategies with evolving business needs and cloudfirst transformation goals.
- Collaborated closely with leadership, product, and client teams, translating technical requirements into actionable solutions that improve end-user experience and business outcomes.
Project Manager
Ameyo
01.2018 - 08.2019
- Managed end-to-end project lifecycle for enterprise contact center deployments, ensuring timely delivery, scope adherence, and stakeholder alignment across multiple verticals.
- Led cross-functional teams in implementing Ameyo's customer engagement platform, coordinating between clients, engineering, and support for seamless execution.
- Drove client onboarding and solution customization, aligning Ameyo's capabilities with specific business workflows and compliance requirements.
- Utilized Agile and Waterfall methodologies to manage project timelines, resource allocation, and risk mitigation across diverse geographies and client sizes.
- Acted as the primary point of contact for enterprise clients, ensuring high satisfaction through proactive communication, milestone tracking, and post-deployment support.
Account Manager - New Markets
Ameyo
12.2014 - 01.2018
- Spearheaded business expansion into new and emerging markets, identifying growth opportunities and building strong client relationships across regions.
- Managed end-to-end sales and account lifecycle, from lead generation and solution pitching to post-sales support and upselling opportunities.
- Collaborated with cross-functional teams (pre-sales, product, marketing) to tailor Ameyo's CX solutions for diverse industries and regional market needs.
- Achieved revenue targets and customer retention goals, consistently exceeding KPIs through strategic account planning and value-driven engagement.
- Acted as a trusted advisor to clients, understanding their evolving business challenges and aligning Ameyo's solutions to deliver measurable outcomes.
IT Manager
Selfinity Solutions Pvt. Ltd
08.2012 - 12.2014
- Managed vendor relationships for hardware, software, and services procurement, ensuring quality products at competitive prices.
- Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
- Coordinated IT operations activities to deliver smooth flow of daily business needs.
- Oversaw IT department operations and training.
- Developed and implemented measures and procedures to protect IT systems from cyber threats and data breaches.
System Engineer
Selfinity Solutions Private Limited
03.2011 - 08.2012
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Resolved complex technical issues through effective problem-solving techniques and root cause analysis.
- Provided expert support for end-users, ensuring optimal system performance and user satisfaction.
- Trained junior engineers on best practices related to system administration, providing guidance and mentorship for their professional growth.
System Engineer
Nirvana Business Solutions Pvt Ltd.
03.2009 - 03.2011
- Created comprehensive documentation for system configurations, procedures, and best practices to facilitate knowledge sharing among team members.
- Managed multiple projects simultaneously, meeting tight deadlines while maintaining high-quality deliverables.
- Reduced downtime for critical systems through proactive monitoring and maintenance tasks.
- Conducted end-user reviews for modified and new systems.
- Provided expert support for end-users, ensuring optimal system performance and user satisfaction.
Technical Assistant
ARENA MULTIMEDIA
07.2007 - 01.2009
- Creating Users, Groups and OU's as per the requirement and implementing Group Policy on them as per the organization requirement.
- Taking mailbox backup using x-merge.
- Troubleshooting day to day problems related to their software hardware and network.
- Installing and configuring their desktop, laptop and server.
- Installing and configuring printers.
- Managing their antivirus server (Symantec corporate edition 8.0).
Education
Bachelor's degree - Computer Science
Sikkim Manipal University - Distance Education
01.2001 - 01.2004
Skills
Management
Troubleshooting
Service Delivery
Strategic planning
Talent development
Operations management
Resource allocation
Operations planning
Cross-functional collaboration
Data analytics
Cross-functional communication
Documentation and reporting
Courses
- ITIL
- AWS Solutions Architect
- Azure Administration
- Prince2
- Postgresql
Timeline
Sr. Manager - Systems & Support
Customer Experience Lab
01.2021 - Current
Project Manager
Ameyo
01.2018 - 08.2019
Account Manager - New Markets
Ameyo
12.2014 - 01.2018
IT Manager
Selfinity Solutions Pvt. Ltd
08.2012 - 12.2014
System Engineer
Selfinity Solutions Private Limited
03.2011 - 08.2012
System Engineer
Nirvana Business Solutions Pvt Ltd.
03.2009 - 03.2011
Technical Assistant
ARENA MULTIMEDIA
07.2007 - 01.2009
Bachelor's degree - Computer Science
Sikkim Manipal University - Distance Education
01.2001 - 01.2004