I’m looking for a leadership role where I can drive operational excellence, lead critical incident management, collaborate across global teams, and create measurable customer impact while continuing to grow in cloud operations and service delivery.
Open to opportunities
Rahul Kajve
@rahulkajve
Customer Success & Technical Support Leader with 20 years of experience managing escalations, service delivery, and enterprise client relationships.
IndiaWhat I'm looking for
I am a customer-focused support and escalation leader with 20 years of experience at IBM, helping global enterprise and SaaS customers navigate their most critical production challenges. Throughout my career, I have owned high-severity incidents end-to-end, leading cross-functional teams across Support, Engineering, Product, Cloud Operations, and Account Management to restore service, protect customer trust, and deliver lasting solutions.
What sets me apart is my ability to bridge technology and business. I can quickly identify whether an issue is a product defect, configuration gap, or operational challenge, then bring the right people together, communicate clearly with customers and executives, and drive resolution through root cause and prevention. I have also built support processes, governance frameworks, and high-performing teams that improved customer satisfaction, reduced escalations, and strengthened operational maturity.
I thrive in environments where customer success, technical problem-solving, and leadership intersect, and I am passionate about turning critical situations into long-term customer confidence.
Looking for opportunities in Customer Success, Technical Support Leadership, Escalation Management, Service Delivery, and Customer Operations within SaaS and enterprise software organizations.
Experience
Work history, roles, and key accomplishments
Current
Owned high-impact customer escalations for global accounts, leading incident response, executive communications, RCA, and cross-functional recovery efforts. Drove support excellence through proactive governance, trend analysis, observability, automation, and on-call leadership, while hiring, mentoring, and developing engineers to strengthen operational maturity and customer outcomes.
Stakeholder ManagementSalesforceEscalations ManagementProblem Managementproblem resolutionIncident ManagementTechnical LeadershipTechnical SupportTechnical TroubleshootingClient engagement managementCustomer SupportCustomer SuccessClient Satisfaction SurveysCustomer SatisfactionTrainingREST APIsCloud PlatformsOrder ManagementSupply Chain ManagementSource To PayDB2IBM Sterling OMSIBM WebsphereIBM CloudAgentic AIDockerKubernetesContainer PlatformsPaymentsPerformance OptimizationSolution DesignResolution TimesLinuxLeadershipInstanaOpenSearchOpenShift
Directed critical situation management for enterprise customers worldwide, leading major incident response and stakeholder coordination across Support, Engineering, QA, Product and DevOps. Oversaw release readiness, production stability, SLA compliance and operational risk mitigation, while serving as API and troubleshooting SME and managing resource planning for a global 24x7 team.
Founded and scaled the L2 support function, leading 24x7 enterprise application operations across production support, deployments and upgrades. Designed support labs for issue reproduction and root-cause analysis, developed and mentored engineers, and drove proactive monitoring using New Relic and SiteScope to improve reliability, reduce incidents and enhance operational efficiency.
ET
Application Support Engineer (L2)
Emptoris Technologies
Aug 2008 - Jul 2011 (2 years 11 months)
• Delivered 24x7 Level 2 support for enterprise procurement and expense management applications; managed escalations with global teams and ran handoffs with US counterparts across time zones, establishing the overlap and communication rhythm that is now second nature.
ET
Application Support Engineer (L1)
Emptoris Technologies
Jan 2006 - Jul 2008 (2 years 6 months)
• Supported global customers by web, email and phone, including real-time support during live online sourcing events; ran scalability and performance tests on sourcing applications.
Education
Degrees, certifications, and relevant coursework
DA
Dr. Babasaheb Ambedkar Marathwada University, Aurangabad
Master of Business Administration, Marketing Management
1999 - 2001
Grade: 64%
GA
Government College of Engineering, Aurangabad
• Bachelor of Engineering, Electrical Engineering
1993 - 1998
Grade: 58%
Tech stack
Software and tools used professionally
Postman
IBM Cognos Analytics
IBM Watson
Microsoft Azure
Google Cloud Platform
Kubernetes
Amazon EC2 Container Service
Azure Kubernetes Service
Salesforce
Salesforce Sales Cloud
PostgreSQL
Oracle
IBM DB2
Node.js
Slack
Microsoft Teams
Jira Service Desk
React
JavaScript
Python
HTML5
Java
Graylog
PagerDuty
Linux
New Relic
Red Hat OpenShift
Microsoft Office 365
GraphQL
Oracle PL/SQL
OpenSearch
Microsoft Excel
TypeScript
Docker
Zoom
Google Meet
Webex
Websphere Liberty
Amazon Elastic Container Service
Amazon Web Services (AWS)
SQL
IBM Cloud
ServiceNow
SoapUI
Anthropic Claude API
OpenAI Agent Builder
Instana
ChatGPT
Microsoft Word
Microsoft PowerPoint
Availability
Open to opportunities
Location
IndiaAuthorized to work in
Salary expectations
30460k+ INR
Social media
Job categories
Customer Support ManagerIT Project ManagerDigital Project ManagerTechnical Support EngineerProduct Support EngineerCustomer Support ManagerTechnical Support SpecialistDirector of Customer ExperienceEngagement ManagerAccount ManagerClient Relationship ManagerApplication Support DeveloperCustomer Success ManagerManagement
Skills
Escalation ManagementStakeholder ManagementStakeholder EngagementProblem SolvingTechnical Problem SolvingTechnical Support ManagementSupport OperationsSupport automationSupportLeadershipTeam ManagementCloud ComputingEnterprise SoftwareEnterprise Software DeploymentIBM CloudIBM DB2REST APIsRESTful Web ServicesOMS PlatformsSterling Order HubIBM WebsphereIBM Sterling OMSSaaSAccount ManagementProject ManagementStakeholder Relationship ManagementStakeholder CommunicationCritical Issue ResolutionApplication SupportIncident ManagementService ManagementSQL
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