Ajay Kumar Arya
IT Operations Leader | Backup and Recovery | Cloud & Infrastructure | Incident & Problem Management | Digital Transformation
- Role
- Technical Support Operations Manager at Rackspace Technology
- Location
- New Delhi, DL, IN
- LinkedIn followers
- 500 followers
About Ajay Kumar Arya
With over 16 years of experience in IT operations management, I have led high-performing…
Experience
Technical Support Operations Manager
Feb 2021 — Present · Gurugram, IN
I am a member of the Global Technical Operations leadership team at Rackspace, contributing to strategic direction and operational excellence, I direct and lead a business unit comprising of Storage and Backup Engineers. My team excels in delivering excellent technical support services to Rackspace customers.Responsibilities:Leadership & Development: Directly manage a team of remote Storage and Backup Engineers and Admins, providing coaching and mentorship to drive performance, engagement, and professional career development.Operational Efficiency: Design and maintain a scalable and cost-efficient support structure across global regions.Customer Relations: Serve as a point of contact for escalations, and professional services engagements.Budget Management: Oversee budgets for headcount, training, and overtime, ensuring financial efficiency.Performance Monitoring: Conduct regular reviews on KPIs such as Ticket Closure Rate, Call Quality, CSAT, Ticket latency, and overall performance of the team.Collaboration: Partner with other Technical support teams to enhance customer experienceRecruitment Strategy: Implement cross-departmental recruitment strategies to reduce time-to-hire for technical staff.Team Engagement: Foster an engaging and supportive environment for front-line employees across global locations.Communication: Utilize various communication methods, including monthly reports, newsletters, and presentations, to keep teams informed and aligned.
Education
Delhi University
Bachelor of Commerce - BCom, Business/Commerce, General
2004 — 2007
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