Mohan Thapa
Associate Manager, Customer Support @Epicor
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WORK HISTORY
Associate Manager, Customer Support @Epicor
Bengaluru, IN
EDUCATION
Christian Higher Secondary School
SSLC, Junior High/Intermediate/Middle School Education and Teaching
Gandhi Institute of Advanced Computer and Research (GIACR), Rayagada (Formerly IACR, Rayagada)
Bachelor of Technology - BTech, Mechanical Engineering
Pranab Vidayapith Higher Secondary School
Pre-University, Mathematics, Physics, Chemistry
SKILLS
ABOUT MOHAN THAPA
With 15+ years of experience in IBMi/AS400 server management, I bring deep expertise in system administration, operations, and end-to-end management across on-premises and cloud environments (Skytap). My career has been defined by delivering high-availability solutions, migrating data centers, and building & managing resilient systems from the ground up.As an Associate Manager, I lead and mentor a team of ERP support professionals running on IBMi/AS400, focusing on improving Customer Experience by following SLA-defined metrics along with strategic initiatives like hiring, coaching, and training plans. I thrive on creating processes that empower teams and elevate customer experience.Core Skills & Strengths:Advocating Customer SuccessImproving Customer Experience by following SLA defined metricsLeadership & People ManagementStakeholder Engagement & ManagementProcess Optimisation & Team DevelopmentIBMi/AS400 Hosting Service Ownership, Administration, Operations & SupportCloud System Provisioning (Skytap/Kyndryl Cloud Uplift)Technical Project ManagementOutsourced Vendor ManagementSLA GovernanceRCA & Problem ManagementOperational StabilityService RoadmapsSecurity Compliance IBM Power SystemsIncident Response
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