Open to opportunities

Ashokkumar Rudrakshala

@ashokkumarrudrakshala

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Technical Support Manager driving SLA excellence, automation, and customer satisfaction.

India

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What I'm looking for

I seek a leadership role in support or cloud operations where I can drive SLA/MTTR improvements, implement automation, mentor teams, and deliver measurable CSAT and uptime improvements.

I am a Technical Support Manager with 16+ years of experience in SaaS, Cloud, and ITIL-based service delivery, focused on building reliable, scalable, customer-centric operations. I lead global support teams, implement automation, and drive cross-functional collaboration to improve uptime and response metrics.

Throughout my career I have reduced MTTR by over 30%, achieved SLA compliance up to 98–99.95%, and raised CSAT scores to 90%+. I have managed teams of 10–34 engineers, delivered zero-rollback release cycles, and implemented monitoring and automation using tools such as Prometheus, Grafana, Dynatrace, ELK, and Azure App Insights.

I hold ITIL v4 Foundation and Microsoft Azure Administrator Associate (AZ-104) certifications, and I seek to continue driving operational excellence, cost optimizations, and measurable customer outcomes through strong leadership and pragmatic engineering practices.

Experience

Work history, roles, and key accomplishments

Current

L2 Production Lead

Current

Kanini Software Solutions

May 2024 - Present (1 year 5 months)

Managed global L2 support for Deloitte Omnia, raising SLA compliance from 94% to 98% and reducing P1/P2 MTTR by 32% through Azure App Insights automation and structured workflows.

Incident Management MTTR Reduction SLA Automation Root Cause Analysis

Technical Operations Manager

TechMojo Solutions

Aug 2022 - Dec 2023 (1 year 4 months)

Directed SaaS support operations for a Sportsbook platform, managing 500+ incidents/month with 97% SLA adherence and achieving 99.95% availability while reducing costs by 12%.

AWS EC2 RDS S3 IAM Prometheus Grafana Dynatrace ELK Incident Management Release Management Cost Optimization

Technical Support Manager

Tanla Digital Solutions

Nov 2020 - Jul 2022 (1 year 8 months)

Built and led a 15-member support team, increasing CSAT from 82% to 90% and improving SMS delivery efficiency by 35% for a banking client through automation and KPI-driven dashboards.

Logic Apps CSAT KPIs SLA Management Problem Management

Technical Support Manager

Tanla Digital Solutions Pvt. Ltd.

Nov 2020 - Jul 2022 (1 year 8 months)

Established and led a 24/7 support team, implemented proactive monitoring and custom dashboards, and improved delivery metrics and client satisfaction through RCA and system optimizations.

azure monitor Application Insights Monitoring Incident Management Dashboards SLA Management Team Leadership

Technical Support Manager

Netxcell Limited

Apr 2012 - Nov 2020 (8 years 7 months)

Led a 34-member global support team managing 500+ tickets/month with 99.8% uptime, reducing incident backlog by 40% and automating DB backups to save ~25 staff hours weekly.

ITIL Knowledge Management Shell Scripting Incident Backlog Reduction SLA Management

Data Center Operations Support

Ericsson India

Jul 2010 - Mar 2012 (1 year 8 months)

Supported prepaid telecom systems for 10M+ subscribers achieving 99.99% uptime, reduced outages by 22% via RCAs and preventive maintenance, and contributed to award-winning SLA delivery.

Data Center Operations High Availability Incident Reduction

Data Center Operations Lead

Prithvi Information Solutions Ltd.

Jul 2010 - Mar 2012 (1 year 8 months)

Managed data center operations and maintenance for telecom prepaid network nodes and Ericsson VAS/Core nodes, ensuring high uptime and performing RCA for critical telecom systems.

Data Center Management SOPs Incident Response