Ravi Kant Mahendru

About Ravi Kant Mahendru

I am a results-driven IT leader with two decades of experience transforming how…

Experience

1. Director, Technical Support Apac Region

   SOTI

   Feb 2021 — Present · Gurugram, IN

   Strategic Leadership & ExecutionDelivering end-to-end strategic oversight for a distributed support organization. Aligning operational goals with business vision to drive scalable, customer-focused support solutions.Performance Metrics OptimizationArchitecting initiatives to elevate KPIs by identifying key metric drivers, fostering cross-functional collaboration, and tracking outcomes with precision.Leadership DevelopmentCoaching and mentoring emerging managers to build leadership pipelines and foster a culture of ownership, accountability, and performance excellence.Collaboration with PMOWorking closely with the Project Management Office to align support capabilities with product and application roadmaps.Data-Driven Decision MakingLeveraging analytics to optimize capacity planning, resource allocation, and team efficiency—empowering proactive and informed decision-making.Operational InnovationRedesigning delivery frameworks to scale rapidly while enhancing operational efficiency through automation and process innovation.Executive & Cross-Functional AlignmentBuilding strong relationships with senior leadership and cross-functional teams to ensure alignment on strategic objectives and priorities.Customer Success & Service ExcellenceMaintaining SLA/OLA performance while proactively improving C-SAT and NPS through continuous improvement and root cause elimination.Customer AdvocacyPersonally leading high-impact customer engagements and escalations—earning trust and restoring confidence during critical moments.Escalation & Crisis ManagementLeading structured and empathetic resolution of escalations, ensuring swift, sustainable outcomes that protect both customer experience and brand integrity.

Education

• Sikkim Manipal Institute of Technology - SMU

  Master of Business Administration (M.B.A.), Information Technology

  2006 — 2008

• Chaudhary Charan Singh University

  Bachelor of Laws - LLB, Law

  2015 — 2019

• Delhi University

  Bachelor of Arts

  1994 — 1997

Skills

• Product Management
• Customer Support
• Xml
• User Experience
• Team Management
• Product Marketing
• 24/7 Operations
• Visual Basic
• Integration
• Manual Testing
• Help Desk Support
• Html
• Customer Service
• Xhtml
• Technical Support
• Business Analysis
• Product Support
• Photoshop
• Troubleshooting
• Saas
• Windows 95/98/2000/Xp/Nt/Server
• Management
• Powerpoint
• .net Compact Framework
• User-Centered Design
• Crm
• Itil
• Javascript
• Project Management
• User Acceptance Testing
• Software as a Service (Saas)
• Leadership
• Sharepoint
• English
• Itil Certified
• Test Cases
• IT Service Management
• Itil Process Implementation
• Incident Management
• Jquery UI