Rajat Chauhan
Technical Support Manager
Hyderabad,Telangana
Summary
Results-driven Program Manager with over 18 years of experience in IT Infrastructure Services and Business Operations. Certified Scrum Master with proven expertise in managing cross-functional teams and driving strategic business initiatives. Demonstrated success in building and maintaining strong stakeholder relationships while implementing operational excellence frameworks. Skilled in data-driven decision making and delivering exceptional customer outcomes through efficient program management. Strong track record of enhancing business performance through process optimization and vendor management.
Overview
20
20
years of professional experience
15
15
Certifications
Work History
Technical Support Manager
Salesforce
Hyderabad
12.2023 - Current
- Lead cross-functional initiatives across Support, Sales, and Product teams, ensuring alignment with Salesforce's strategic and customer support operations objectives
- Developed comprehensive program management framework for tracking critical metrics, business outcomes, and resource utilization
- Implemented continuous improvement processes that reduced response times and increased customer satisfaction scores
- Designed and executed strategic presentations for senior leadership, emphasizing business impact and ROI of support operations
- Collaborated with vendors and partner resources to optimize service delivery capabilities and ensure alignment with contractual SLAs
- Utilized advanced Excel analytical techniques to track team performance, identify trends, and create actionable insights
Unified Command Lead
Salesforce
Hyderabad
01.2021 - 12.2023
- Managed high-priority cross-functional programs with critical business impact, serving as primary stakeholder liaison
- Established and maintained comprehensive program plans, including scope definition, resource allocation, timeline management, and risk mitigation
- Collaborated with global stakeholders to implement standardized operational processes across multiple regions
- Created detailed operational dashboards and KPI tracking systems using advanced Excel formulas and data manipulation techniques
- Conducted regular governance meetings to ensure program deliverables met business requirements and stakeholder expectations
- Led vendor management initiatives, ensuring partner resources were effectively utilized and aligned with program objectives
AVP - Problem Management
Deutsche Bank
Pune
07.2016 - 12.2020
- Orchestrated business operations for Infrastructure Management, driving continuous process improvements
- Implemented data-driven problem management program that reduced critical incidents by 40%
- Established cross-functional governance framework involving multiple stakeholders and vendors
- Created comprehensive performance dashboards using advanced Excel skills (pivot tables, VLOOKUP, macros)
- Managed relationships with 10+ technology vendors, ensuring contractual compliance and service quality
- Developed and presented monthly business performance reviews to senior leadership, highlighting key metrics and improvement opportunities
Customer Project Manager
Ericsson
Noida
10.2015 - 07.2016
- Managed strategic customer projects from initiation to completion, ensuring alignment with business objectives
- Established comprehensive project plans, defined scope, secured resources, and monitored key deliverables
- Conducted stakeholder analysis to identify key decision-makers and develop targeted engagement strategies
- Coordinated with subcontractors and vendors to ensure timely delivery of project components
- Applied Agile-certified Scrum processes to enhance project delivery efficiency and stakeholder satisfaction
- Developed project status dashboards and reports for executives using advanced data visualization techniques
Service Delivery Manager
Ericsson
Noida
05.2013 - 09.2015
- Monitored operational and financial performance of service delivery units against defined targets
- Led continuous improvement initiatives resulting in 15% cost reduction and 20% efficiency gains
- Established governance frameworks for tracking vendor performance and SLA compliance
- Implemented data analysis techniques using Excel to identify performance trends and optimization opportunities
- Developed and maintained stakeholder communication plans, ensuring transparent reporting of program status
- Managed vendor relationships, establishing clear performance metrics and accountability frameworks
Incident Manager
Ericsson
Noida
08.2010 - 05.2013
- Coordinated cross-functional incident response teams, ensuring minimal service disruption
- Established standardized operating procedures for incident management and escalation
- Implemented stakeholder communication protocols for timely information dissemination
- Collaborated with technical and business teams to resolve complex operational issues
- Created comprehensive incident reports with root cause analysis and prevention recommendations
- Conducted post-incident reviews to identify process improvements and knowledge transfer opportunities
Incident Administrator
Colt Technology Services
Bangalore
06.2009 - 08.2010
Customer Relations Manager
PAXIO
Santa Clara, CA
06.2008 - 11.2008
Program Executive
TATA Communications Ltd. (fka VSNL)
11.2006 - 05.2007
Service Delivery Executive
Reliance Communications
06.2005 - 11.2006
Education
MBA - Management Systems
Institute of Management Technology
Ghaziabad, Uttar Pradesh 01.2010 - 2013.12
MBA - Electronics
Maharshi Dayanand University
Gurgaon, Haryana 05.2001 - 2005.06
Skills
Stakeholder Management
Business Operations
Vendor Management
Performance Tracking
Business Metrics
- Conflict resolution
- Customer communications
- Operations management
- Vendor Management
- Incident Management
- Escalation management
- ITIL framework
- Project Management
Core Competencies
- Business Operations Management: Implemented strategic business operations initiatives, resulting in 20% increase in customer satisfaction and 68% improvement in Time to Resolve (TTR)
- Stakeholder Management: Fostered key relationships with C-suite executives, cross-functional teams, and external partners to successfully deliver complex programs
- Vendor/Partner Management: Coordinated with multiple vendors to ensure service delivery aligned with contract terms and business objectives
- Program Governance: Established robust governance frameworks for tracking deliverables, timelines, and resource allocation
- Data Analytics: Leveraged advanced Excel skills for data manipulation, cleansing, and insight generation to drive strategic decision-making
- Strategic Communication: Developed high-impact presentations to effectively communicate program status, risks, and opportunities to senior leadership
Certification
Coaching to be Service Ready (CSP-M)
Timeline
Coaching to be Service Ready (CSP-M)
12-2024
Salesforce Certified AI Specialist
09-2024
Salesforce Certified Marketing Cloud Administrator
07-2024
ISO/IEC 27001:2022 - Certified Lead Auditor
05-2024
Salesforce Certified Marketing Cloud Email Specialist
04-2024
Salesforce Certified Marketing Associate
01-2024
Technical Support Manager
Salesforce
12.2023 - Current
Blackrock 3 - Incident Management Training for IT Operations Level1
12-2023
Chief Information Security Manager (CISM)
11-2023
ITIL v4 Foundation Certificate in IT Service Management
11-2023
Salesforce Certified Admin
10-2023
EXIN Agile Scrum Master
09-2023
Salesforce Certified AI Associate
09-2023
Unified Command Lead
Salesforce
01.2021 - 12.2023
ITIL Intermediate Certificate in IT Service Operations
06-2017
AVP - Problem Management
Deutsche Bank
07.2016 - 12.2020
Customer Project Manager
Ericsson
10.2015 - 07.2016
Service Delivery Manager
Ericsson
05.2013 - 09.2015
Ericsson Incident Manager - Global Certification (Experienced Level)
12-2011
ITIL v3 Foundation
11-2010
Incident Manager
Ericsson
08.2010 - 05.2013
MBA - Management Systems
Institute of Management Technology
01.2010 - 2013.12
Incident Administrator
Colt Technology Services
06.2009 - 08.2010
Customer Relations Manager
PAXIO
06.2008 - 11.2008
Program Executive
TATA Communications Ltd. (fka VSNL)
11.2006 - 05.2007
Service Delivery Executive
Reliance Communications
06.2005 - 11.2006
MBA - Electronics
Maharshi Dayanand University
05.2001 - 2005.06
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