Ashish Rai
Enterprise Software Support Executive - ITOM | AIOPS
Bangalore
Summary
Motivated and tenacious Global Support Delivery Executive with more than 18 years of experience spearheading geographically dispersed support teams. Demonstrated success in streamlining support processes, elevating customer satisfaction, and team building.
Core competencies encompass Enterprise Software Support, Technical Recruitment, Transition Management, Training Programs, Process Engineering, Business Continuity Planning, and Stakeholder Management.
Enthusiastic about undertaking the responsibilities inherent in a challenging Global Support Delivery Manager role, with a focus on leveraging extensive expertise to orchestrate and deliver top-tier support solutions on a global scale.
Overview
20
20
years of professional experience
2
2
years of post-secondary education
Work History
Lead Customer Product Engineer (NOM/IOTM/AIOPS)
OpenText | Microfocus
01.2022 - Current
- Collaborated closely with cross-functional teams, including Professional Services and Implementation Partners such as Service Berry and Smartha Info solutions, to facilitate the seamless implementation of OpenText NOM/ITOM software product solutions.
- Delivered technical support to Software License Sales, Renewal Sales, and Technical Pre-sales teams, equipping them with enhanced product knowledge to effectively communicate benefits and features to customers.
- Elevated customer satisfaction by promptly addressing and resolving reported software product issues.
- Additionally, played key roles in contributing to the development of comprehensive software product technical documentation, outlining deployment procedures and specifications in detail.
Global Support Lead (NOM/ITOM/AIOPS)
Microfocus
09.2017 - 01.2022
- Led the geographically distributed support team for NOM/ITOM/AIOPS, managing operations across multiple time zones.
- In the capacity of Global Support Lead, functioned as the primary escalation point for critical client issues, engaging closely with stakeholders to expedite issue resolution.
- Formulated and implemented training materials aimed at enhancing the skills and knowledge of the support team, resulting in increased overall productivity.
- Engineered onboarding procedures to facilitate the swift integration of new team members into the support department.
- Provided mentorship to junior team members, offering guidance on best practices and facilitating professional development opportunities.
- Collaborated with product management teams to align user experience with customer feedback.
- Worked seamlessly with cross-functional teams to identify areas necessitating additional support resources or process enhancements.
- Developed comprehensive knowledge base articles, empowering customers to effectively self-serve when appropriate.
- Identifying cross-selling and upselling opportunities for our software license sales and support renewal teams with a focus on maximizing revenue streams.
Technical Solutions Consultant (Software Support)
Microfocus | HPE | HP
10.2006 - 09.2017
- Led the Asia-Pacific & Japan Level-3 software support team, providing technical support for HP OpenView Suite products, including Network Node Manager (NNMi), Network Automation (NA), and related iSPIs.
- Specialized in software product implementation, deployment, and integration support, alongside consulting services.
- Conducted root cause analysis and technical debugging through direct customer engagement.
- Managed customer escalations, leading negotiations and handling escalations directly.
- Acted as a trusted technical advisor for prominent accounts such as Telstra, Accenture, Tieto (Finland), Bank of Baroda, ICICI Bank, and HDFC.
- Coached contributors in Knowledge Centered Search (KCS) methodology for knowledge base enhancement and achieved increased case deflection.
Systems Engineer
Electronic Data Systems
07.2004 - 10.2006
- Offering technical support to Sun Microsystems employees on Solaris platforms, including Sunray, Sun Blades, and Ultra-based systems.
- Assigning network, email, and calendar server resources as part of the responsibilities.
- Providing support for Sun internal applications and StorageTek Enterprise Backup Software.
- Monitoring patch requests for Sunray servers and Home directory servers through Trusted Host RBAC.
Education
MBA - Information Technology And Systems Management
Narsee Monjee Institute of MS (NMIMS)
Mumbai 01.2022 - 02.2024
Skills
Enterprise Software Support
References
- Dave Branchen - Director, OpenText Customer Support
dbranchen@opentext.com - Karthik N - Director, OpenText Enterprise Sales
knageswaran@opentext.com - Rajat Kumar - Sr. Manager, Renewals Customer Support
rjaiswal2@opentext.com - Anand Ahluwalia - Sr. Manager, Software Engineering OpenText R&D
aahluwalia@opentext.com
Timeline
Lead Customer Product Engineer (NOM/IOTM/AIOPS)
OpenText | Microfocus
01.2022 - Current
MBA - Information Technology And Systems Management
Narsee Monjee Institute of MS (NMIMS)
01.2022 - 02.2024
Global Support Lead (NOM/ITOM/AIOPS)
Microfocus
09.2017 - 01.2022
Technical Solutions Consultant (Software Support)
Microfocus | HPE | HP
10.2006 - 09.2017
Systems Engineer
Electronic Data Systems
07.2004 - 10.2006
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