Ankur Mahajan — Operations Associate

Global Senior Manager with extensive experience leading Support and Professional Services delivery across multi-region operations. Known for transforming customer support frameworks, implementing strategic service programs, and mentoring high-performing teams. Have experience in building skilled teams within captive and even large enterprises, push for excellence and improvements and continue to engage with them for the big picture and providing strategic and tactical leadership, groom and mentor and promote the teams for technical and people skills. Also have experience in managing the big customer accounts, customer retention and adoption along with service innovation to fuel long-term growth and profitability. Job Summary at OVHcloud: Working as Senior Manager with Global professional services that covers cloudification, consulting, cloud Strategy development, Migration, customization and Integration, Training, Optimization, Security, cloud Innovation. Leading and working with global professional services team in OVHcloud. Overall to build and grow PS revenue and provide value addition for our customers. To go extra mile/trust and providing value addition for their businesses. Have a background for managing enterprise customers with Aspect software (Now Alvaria) till 2010 and then 8 years with VMware (Now Broadcom).

Stackforce AI infers this person is a Cloud Computing expert with strong leadership in Professional Services.

Location: Bengaluru, Karnataka, India

Experience: 22 yrs 10 mos

Skills

Professional Services
Cloud Strategy Development
Customer Retention
Support And Migration Architecture
Customer Satisfaction
Technical Services
Customer Success
Cloud Business Operations
Customer Onboarding
Technical Support Operations
Customer Relationship Management
Team Leadership
Customer Communication
Technical Support

Career Highlights

Built Professional Services function from scratch.
Led global teams across multiple regions.
Expert in cloud strategy and customer retention.

Work Experience

OVHcloud

Senior Manager, Professional Services (6 yrs 9 mos)

Senior Manager, Cloud Support and Migration (2 yrs 3 mos)

VMware

Senior Manager, Technical Services, vCloud Air (2 yrs 4 mos)

Manager, Technical Services, vCloud Air (7 mos)

Manager, Technical Support, Global Support Services (3 yrs 8 mos)

Aspect Software Inc.

Manager GCS (6 yrs 4 mos)

Hewlett-Packard

Technical Support Engineer (11 mos)

Xpsosoft Technologies Gurgaon

IT Engineer (1 yr 10 mos)

Education

B. Tech at Punjab Technical University

at Indian Institute of Management Bangalore

Ankur Mahajan

Operations Associate

Bengaluru, Karnataka, India22 yrs 10 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Built Professional Services function from scratch.
Led global teams across multiple regions.
Expert in cloud strategy and customer retention.

Stackforce AI infers this person is a Cloud Computing expert with strong leadership in Professional Services.

Contact

Skills

Core Skills

Professional ServicesCloud Strategy DevelopmentCustomer RetentionSupport And Migration ArchitectureCustomer SatisfactionTechnical ServicesCustomer SuccessCloud Business OperationsCustomer OnboardingTechnical Support OperationsCustomer Relationship ManagementTeam LeadershipCustomer CommunicationTechnical Support

Other Skills

CRMCisco TechnologiesCloud ApplicationsCloud ComputingCloud MigrationCross-functional collaborationCustomer engagementCustomer satisfaction metricsDNSData CenterData Center ArchitectureDisaster RecoveryEnterprise ArchitectureEnterprise SoftwareFirewalls

About

Experience

22 yrs 10 mos

Total Experience

5 yrs 8 mos

Average Tenure

9 yrs

Current Experience

Ovhcloud

2 roles

Senior Manager, Professional Services

Promoted

Sep 2019 – Present · 6 yrs 9 mos

Built Professional services function/org from scratch from non revenue to key revenue driven machinery in CCO team and now leading the PS revenue of 800k+euro annually. Build the process, content, promotion, internal trolling, revenue pipeline with Sales team, cross collaborating with the teams for value addition.
Key aspects of the role -
o PS revenue pipeline with avg of 800k Euro annually with a team of 10 architects and 2 service delivery managers working globally in France, Germany, Canada and India
o Predominantly work and collaborate with Large/ SMB enterprise business in terms of Revenue adoption/customer support/account management. leading teams of senior support engg/escalation engg/architects to keep the products/systems up and running by going deep dive in use cases/technical issues
o Operations, Team management, strategic and tactical leadership, driving Initiatives and collaborating with various cross functional teams. Recruiting, training and onboarding of new talent
o Driving and leading customer adoption in all the regions/clusters, experience and revenue for PS
o Provide inputs to Product teams and involved in Product roadmap from alpha to beta phase in terms of testing and go live
o Work with sales team for getting to funnel the pipeline for new customer wins as well many Projects for PS. Additionally also doing escalation management and part of CSM function to work on leads with Sales team for customer wins/onboarding and proposing PS in APAC regions
o Driving and leading PS initiatives externally and internally, Customer events, webinars, Packages, customer retention, website PS content promotion, Success stories, Process Improvement and tool launches to improve the operational effectiveness. Along with those also work with the HR and teams on Employee Communication, Retention, Career ladder discussion.
Link: https://www.ovhcloud.com/en-in/professional-services

Professional ServicesCloud Strategy developmentService Delivery ManagementCustomer retentionTeam Management

Senior Manager, Cloud Support and Migration

May 2017 – Aug 2019 · 2 yrs 3 mos

Started my journey in OVHcloud via acquisition of vCloud Air business unit of VMware(Broadcom) by OVHcloud along with the teams, Datacenters in US and its 5000+ customers were part of the transition to OVHcloud.
Short summary of the role:
o Senior Manager leading global Support and Migration Architecture teams, driving operational excellence and high-impact customer outcomes across enterprise accounts. Known for fostering a culture of accountability, continuous improvement, and client empathy. Successfully manage complex platform migrations, technical escalations, and post-sales support strategies while enhancing SLA adherence and customer satisfaction metrics.
o Lead and worked with APAC team (20 memebers) including managers, architects, supervisors, senior cloud engineers within India and collaborate globally with our teams in US, Canada and France as well reland to ensure that we provide smooth transition to the customer around the clock
VMware vCloud Air business was acquired by OVHcloud in 2017
https://us.ovhcloud.com/press/press-releases/2017/ovh-completes-acquisition-vmwares-vcloud-air- business/

Support and Migration ArchitectureOperational excellenceCustomer satisfaction metricsCustomer satisfaction

Vmware

3 roles

Senior Manager, Technical Services, vCloud Air

Promoted

Jan 2015 – May 2017 · 2 yrs 4 mos · Bengaluru Area, India · On-site

o Got an opportunity to lead the entire APAC team for vCloud Air and providing tactical and strategic support and leadership within the region to drive the customer success and foster the relationships across the teams and our customers
o Built, hire, onboarded the Team of 25 locally in India including manager, CSM function, cloud engineers, senior engineers and architects driving the Revenue, adoption of the services, customer experience and assisting the customer on their journey to vCloud Air in terms of onboarding and white glove support.
o Work and collaborate globally with our teams in Ireland and US to run 24*7*365 operations
o VMware vCloud Air business was acquired by OVHcloud in 2017

Technical ServicesCustomer successTeam leadership

Manager, Technical Services, vCloud Air

May 2014 – Dec 2014 · 7 mos · Bengaluru Area, India · On-site

o Transitioned and made a career move within VMware to lead the cloud business of VMware at that point of time widely known as as vCloud Air in 2014
o Started with a single senior engineer in APAC and worked with him and the global team for the journey to support our customers for vCloud Air while building the processes and technical content from scratch
o Collaborated and assisted in launching support operations and our team in Japan to onboard, training and making them ready to kick start the operations
o Part of building the team in APAC for vCloud air in terms of hiring for support and CSM
o Maintain the level of white glove support and ensure that we continue to work on the new revenue from key customers across the region and datacenters

Cloud business operationsSupport operationsCustomer onboarding

Manager, Technical Support, Global Support Services

Sep 2010 – May 2014 · 3 yrs 8 mos · Bengaluru Area, India · On-site

Summary of the role, Technical support manager at VMware
o Worked across all the regions in North America/South America (NASA) , EMEA, Australia, APJ, APAC and ASEAN countries including Middle east regions
o Managing and driving the customer relationship and resolutions of Enterprise/Business and SMB customers with the teams
o Lead the VMware support teams with size of 40 or 50 plus team members on the floor as duty manager driving key escalations to maintain the relationship and drive customer satisfaction
o Team Leadership & People Management
o Customer Support Operations -Manage day-to-day cloud support operations, ensuring SLA adherence, timely incident resolution, and exceptional customer experience
o Technical Escalation Management, Process Optimization & Automation -Develop and implement support processes, playbooks, and knowledge base articles to standardize troubleshooting and improve operational efficiency
o Reporting & Metrics -Analyse support metrics (CSAT, FRT, MTTR, NPS) to identify trends, forecast workloads, and improve team performance and customer satisfaction
o Collaboration & Cross-Functional Alignment
o Security & Compliance Awareness
o Support team hiring, onboarding, and professional development through structured training and performance management programs

Technical support operationsCustomer relationship managementProcess optimization

Aspect software inc.

Manager GCS

May 2004 – Sep 2010 · 6 yrs 4 mos · Bengaluru, Karnataka, India · On-site

https://www.alvaria.com/company/news/aspect-software-announces-merger-with-noble-systems
Aspect Software was acquired by Alvaria in 2021, merging with Noble Systems Corporation to form the new company, Alvaria; essentially, Aspect Software became part of Alvaria through this merger.
Key elements:
o Team Leadership & Management
o Product Expertise - Enterprise Support for the Unified IP/ EnsemblePro Product Software and
dialerwhichinvolvesWindows2000/NT/2003,Sybase,CTI,DCP/IVR/ACD/AOD/Servers/Telephony/VOIP - (Hardware), Networking
o Cross-Functional Collaboration, Process Improvement
o Customer Communication & Retention, Account management and escalation management
o Team guidance and performance review and improvement
o Highlight Issues with the Product and providing the Timeline Process and commitments to the Crucial - Customers and improve the product quality
o Cross connect with Dev team for product quality and bug management/Feature requests
o Collaborate with Professional services/Pre Sales team for initial engagement for the customers FOR key accounts and assist them to onboard on Aspect platforms/products
Part of evolution to kick start support operations in Bangalore, India as well as in Dalian, China
o Was part of the initial team set up for support operations in India in Bangalore in 2004. Went to Aspect office in Westford, Great Boston area and Miami, Florida in US for getting trained and then training the new hires in Bangalore, India
o Assisted in setting operations in terms of hiring and onboarding the support team in Dalian, China for smooth transition and provide the support to them on site. Worked along with the Team in China for 1 month for the team to get settled and ensure that operations are kicked off. (Sept - Oct 2008)

Team leadershipProduct expertiseCustomer communication

Hewlett-packard

Technical Support Engineer

Jun 2003 – May 2004 · 11 mos · Bengaluru, Karnataka, India · On-site

Responsibities:
Technical Support for HP & Compaq Laptops - Hardware, OS (Windows 2000, Windows XP), Wireless Networking
Handled Escalation Calls
Assisting Team lead in Analysis of Reports for Team Members.
Regular Knowledge sharing by giving presentations on various topics.

Technical supportNetworkingHardware troubleshooting