Rohan Desai

As part of the Global Support leadership team, I set the direction for, and lead, a business unit of up to 90 remote and on-site Support and System Engineers based in the US, UK, India, and Mexico. This team delivers customer service excellence and managed hosting support to government, enterprise, and SMB customers across private, public, and hybrid cloud platforms.

Provide regular operational reviews on KPIs such as NPS, CSAT, latency, resolution times, closure rates, and overall team performance to senior leadership.

Platform, Support Engineering (Customer Experience & Engagement): Manage the front-line Technical Production Support team covering Red Hat Enterprise Linux (RHEL). Oversee the day-to-day activities of technical teams, consisting of junior to senior technical support engineers. Manage customer escalations with highly technical support requests from enterprise customers via the phone and the web; maintain a high level of customer satisfaction. Promote and guide continuous professional and personal development of team members. Improve knowledge management, customer-centric support, and issue problem-solving. Coordinate improvement programs for global support processes and procedures. Cooperate daily with other front-line global centers and other teams within Red Hat to prioritize customer requests. Provide leadership in problem-solving, including proposing and discussing fixes, advising, and educating customers. Receive assignments in the form of objectives and define how to use resources to meet schedules and goals. Provide guidance to associates within the established company policies; recommend changes to policies and procedures. Maintain knowledge of current technologies and business trends to provide appropriate evaluation of each customer issue. Follow processes and operational policies in selecting methods and techniques for obtaining solutions. Serve as an adviser to associates to meet schedules and resolve technical problems.

Managed a group of fifteen engineers with experience in middleware, database administration, and operating systems.

Basic ticket and phone support to customers for Active Directory and AS/400.

Trained on BTS