Krishan Rana

• Project Management: Currently handling multiple projects in Malaysia, the UK, the Czech Republic, Poland, and Germany for servers and network devices delivery, implementation, and maintenance.
• Global Team Management: Manage a diverse team of 15 engineers operating remotely from China, Malaysia, Germany, Poland, Mexico, and India, encouraging a collaborative and productive work environment.
• 24/7 Technical Support Management: Ensure the team delivers continuous after-sales technical support for high-profile clients, including Alibaba, ByteDance, Tencent, Shopee, Apple, and LinkedIn, as well as various enterprises globally. Oversee and support Level 2 technical support teams across data centers in Asia, Europe, and the USA, ensuring effective collaboration and service delivery.
• Recruitment and Training: Lead the hiring and training processes for new team members, ensuring alignment with project needs and company standards. Responsible for overall project recruitment and onboarding.
• Continuous Learning Initiatives: I started my career with M3 Generation servers in 2015, and now we are supporting M8 in 2025. This entire journey has helped me understand the importance of continuous learning, and it has become my responsibility to ensure my team is well-trained on the newly launched products, with proper training and the latest technical documents. Ensure the team's technical knowledge is consistently updated in line with new product launches each month or quarter.
• Client Reporting: Prepare and present weekly, monthly, and quarterly reports to clients, detailing support metrics, and project progress.
• Knowledge base and SOPs: Technical content creation and management of the knowledge base to release new technical documents.
• Develop and implement strategies to meet Service Level Agreements (SLAs) and address clients’ day-to-day requirements. There are very frequent changes in the daily operations' SOPs, and I ensure the entire team is aware of these changes by sharing updates through various channels.
• Responsible for the team's constant technical knowledge growth, as per the new product launch.

• Manage and ensure the efficiency of the Level 2 Global Technical Support team for INSPUR servers (hardware and software) and multiband servers, including Foxconn, Huawei, Inventec, and Quanta, in various Alibaba data centers.
• Oversee a team of 11 Level 2 server support engineers.
• Prepare daily, weekly, and monthly reports for clients.
• Conduct team counseling to ensure we meet our monthly KPIs and stay updated on new technical developments.
• Facilitate monthly, quarterly, and annual business reviews with clients to drive growth and identify areas for improvement.
• Manage the knowledge base and release new technical SOPs globally from India.
• Handle in-house client management by collaborating closely with the Client Project Manager from the same location.
• Review the performance of third-party onsite vendors across different geographical locations, and share improvement scopes each month.
• Responsible for all aspects of project management and contract renewals.
• Manage the recruitment, selection, and training of new hires.
• Successfully managed the team remotely since March 2020 due to the COVID-19 pandemic.

• Roles and Responsibilities (Same as above because of company rebranding)

Troubleshoot various hardware, software, server, and networking issues via email, phone, and remote assistance.

• Ensure service support with a team of 25 personnel, meeting all Level 1 (L1) related activities within Service Level Agreements (SLAs).
• Work in both L1 and L2 capacities, addressing user technical queries effectively.
• Monitor checklists and troubleshoot applications and servers to ensure optimal performance.
• Resolve L1 and L2 user queries related to Active Directory (AD) and Domino servers.
• Install business software, and perform necessary administrative duties.
• Generate work tickets and service request tickets for tracking and resolution.
• Provide L1 and L1.5 support for Lotus Notes.
• Manage open cases for the service desk, ensuring regular follow-ups to meet deadlines.
• Troubleshoot server and networking issues via email and phone.
• Provide complete support for Bring Your Own Device (BYOD) solutions, including IBM Traveler.
• Assign cases to appropriate teams for resolution, and close cases after confirming resolution with clients.
• Work on Active Directory Domain Controller tasks as needed.

• Review and upload engineering drawings to the EIL portal, ensuring accuracy and compliance with project specifications.
• Distribute construction drawings to the construction site, facilitating clear communication between engineering and on-site teams.
• Monitor and track all engineering documents within project shared groups, ensuring accessibility and version control for all team members.
• Collaborate with engineering and construction teams to address any discrepancies in drawings, and resolve issues promptly.
• Provide regular updates on the status of engineering documents and drawings to project stakeholders to maintain transparency and alignment.