Channa Keshav B

About Channa Keshav B

With 20+ years of experience in enterprise support, service delivery, and operations, I am currently driving AI-led automation and intelligent support initiatives to transform how modern customer support organizations operate. I strongly believe the future of support lies in AI-powered workflows, intelligent agents, and data-driven operations, and I actively build and experiment with practical solutions that enhance productivity and customer outcomes.Currently serving as Senior Manager – Customer Support at Rubrik, I lead global support initiatives across APAC while also developing AI-powered automation and intelligent agents using Google Apps Script and modern AI platforms. These initiatives help reduce manual effort, accelerate troubleshooting, improve knowledge accessibility, and enable teams to deliver faster and more consistent customer experiences.Over the course of my career, I have successfully built and scaled enterprise customer support teams multiple times—growing organizations by 3–4x to support expanding global customer bases and complex enterprise environments. I specialize in building high-performing teams, strengthening operational frameworks, and driving support organizations toward greater efficiency, reliability, and customer satisfaction.During my tenure at IBM and Aryaka, I led several strategic initiatives across global support organizations, including large-scale service transitions from Australia to India, ensuring seamless operational continuity through structured project governance, stakeholder management, and strong people leadership.My expertise includes:• AI-driven Support Automation & Intelligent Agents• Global Enterprise Support Operations & Customer Experience• Scaling and Building High-Performance Support Teams• Incident, Problem, and Escalation Management• SLA / KPI Optimization and Operational Analytics• Data Center and Enterprise Infrastructure Support• Service Delivery TransformationMy leadership philosophy centers on empowering teams, fostering innovation, and leveraging technology to improve both employee productivity and customer experience. I collaborate closely with executives, service delivery leaders, and cross-functional teams to align support strategy with business goals while maintaining a relentless focus on operational excellence and customer success.I am particularly passionate about AI-driven support transformation, intelligent automation, and building next-generation customer support organizations that combine strong leadership, scalable operations, and modern technology.

Experience

1. Senior Manager Customer Support

   Rubrik

   Aug 2020 — Present · Bengaluru, IN

Education

• R T Nagar Public School

  Bachelor of Engineering (B.E.), Electrical, Electronics and Communications Engineering

  2003 — 2007

• Visvesvaraya Technological University

  Bachelor of Engineering (B.E.), Electronics and Communications Engineering

  2003 — 2007

Skills

• Communication
• Project Coordination
• People Management
• Service Delivery Management
• Problem Solving
• Operations Management
• Major Incident Management
• Incident Management
• IT Operations
• Microsoft Word
• Stakeholder Management
• Team Leadership
• Trend Analysis
• IT Operations Management
• Public Speaking
• Team Management
• Event Monitoring
• Management
• Team Building
• Microsoft Excel
• Service Delivery
• Team Motivation
• Process Improvement
• Itil
• Problem Management
• Leadership
• Lean Six Sigma
• Service Desk Management
• Vendor Management
• Sla
• Nagios
• Project Management
• Account Management
• Waste Management