Santosh Rai

About Santosh Rai

IT Professional with 22 years of experience ranging from Software QA/IT Infrastructure…

Experience

1. Sr Operations Manager at Amazon Web Services

   Amazon Web Services (AWS)

   Aug 2018 — Present · Bangalore, IN

   Comprehensive AWS Support Transformation→Reduced engineer ramp-up time by 60%(8 to 3 months) by building 500 approach docs & 500 simulation labs.→Launched 100 customer-facing labs using AI to address code gaps, securing cross-functional buy-in.→Results: 140% productivity, quality scores from 4.5 to 4.9, 90% drop in escalations, 50% fewer repeat issues, 150+ customer subscriptions.2. Operations Turnaround→Revived AWS India’s lowest-performing support team via SME realignment, live-contact tiger team, training & performance management.→Results:#1 ranked team, 110% resolution goal, 95% SLA adherence, CSAT improved to 4.8, abandonment down from 10% to 5%.3. Technical Talent Pathway→Built internal mobility program with 40% of open roles filled via internal talent, addressing 15% internal and 20% external attrition.→Reduced attrition to <5% internal, 70% external; transitioned 150+ semi-tech/non-tech engineers; scaled globally across 4+ orgs.4. Managers Insights Hub (MIH)→Built global dashboard integrated with Amazon Q (AI) for natural-language queries, benchmarking, KPI tracking & focus areas.→Solved BI capacity via internal resource reallocation; became AWS Support’s #1 dashboard, saving 10+ hrs/week for leadership.5. Elastic Beanstalk (Kaizen)→Launched Kaizen initiative to reduce 78% escalation rate by identifying tooling, training, and documentation gaps.→Built customer-facing reset tool & training labs, fully eliminating escalations, improving CSAT from 3.5 to 4.8, and reducing deflections by 15%.6. Nudging Team Accountability→Detected and fixed engineer case-avoidance behavior via CRM workflow changes and visibility dashboards.→Reduced missed cases by 90%, improved productivity to 100%, cut abandon rate from 15% to 8%, and reduced resolution time by 1 day.