# Rahul Kajve

Rahul Kajve is a remote worker on Himalayas, Client Engagement Manager–IBM OMS at IBM India Pvt Ltd, based in India.

Source: https://himalayas.app/@rahulkajve

```text
Customer Success & Technical Support Leader with 20 years of experience managing escalations, service delivery, and enterprise client relationships.
```

| Detail | Value |
| --- | --- |
| Availability | Open to opportunities |
| Location | India |
| Authorized to work in | India |
| Salary expectations | 30460k+ INR |
| Job categories | Customer Support Manager, IT Project Manager, Digital Project Manager, Technical Support Engineer, Product Support Engineer, Customer Support Manager, Technical Support Specialist, Director of Customer Experience, Engagement Manager, Account Manager, Client Relationship Manager, Application Support Developer, Customer Success Manager, Management |
| Skills | Escalation Management, Stakeholder Management, Stakeholder Engagement, Problem Solving, Technical Problem Solving, Technical Support Management, Support Operations, Support automation, Support, Leadership, Team Management, Cloud Computing, Enterprise Software, Enterprise Software Deployment, IBM Cloud, IBM DB2, REST APIs, RESTful Web Services, OMS Platforms, Sterling Order Hub, IBM Websphere, IBM Sterling OMS, SaaS, Account Management, Project Management, Stakeholder Relationship Management, Stakeholder Communication, Critical Issue Resolution, Application Support, Incident Management, Service Management, SQL |
| LinkedIn | https://www.linkedin.com/in/rahul-kajve-4518965 |

## What I'm looking for

```text
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.
```

## About

```text
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

### Client Engagement Manager–IBM OMS (current)

[IBM India Pvt Ltd](https://himalayas.app/companies/ibm-com). Aug 2021 - Aug 2026

```text
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.
```

Skills: Stakeholder-Management, Salesforce, Escalations-Management, Problem-Management, problem-resolution, Incident-Management, Technical-Leadership, Technical-Support, Technical-Troubleshooting, Client-engagement-management, Customer-Support, Customer-Success, Client-Satisfaction-Surveys, Customer-Satisfaction, Training, REST-APIs, Cloud-Platforms, Order-Management, Supply-Chain-Management, Source-To-Pay, DB2, IBM-Sterling-OMS, IBM-Websphere, IBM-Cloud, Agentic-AI, Docker, Kubernetes, Container-Platforms, Payments, Performance-Optimization, Solution-Design, Resolution-Times, Linux, Leadership, Instana, OpenSearch, OpenShift

### Product Lead – Support, IBM Emptoris CM

[IBM India Pvt Ltd.](https://himalayas.app/companies/ibm-com). Aug 2015 - Jul 2021

```text
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.
```

### Lead, Application Support – IBM TEM

[IBM India Pvt Ltd.](https://himalayas.app/companies/ibm-com). Aug 2011 - Jul 2015

```text
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.
```

Skills: SQL, CRM, Salesforce, Stakeholder-Management, DevOps, Linux, Expense-Management, Telecom-Expense-Management-(TEMs), Jira-Service-Desk, Linux-Unix, Apache-Tomcat, EDI, APIs

### Application Support Engineer (L2)

Emptoris Technologies. Aug 2008 - Jul 2011

```text
• 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.
```

Skills: Application-Support, Case-Management, Ticketing, Issue-Resolution, Web-Applications, Enterprise-Software, Supply-Chain-Management

### Application Support Engineer (L1)

Emptoris Technologies. Jan 2006 - Jul 2008

```text
• 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.
```

Skills: Ticket-Management, CRM, Issue-Resolution, Call-Handling, Expense-Management, Digital-Sourcing-Platforms, Support, Supply-Chain

## Education

### Dr. Babasaheb Ambedkar Marathwada University, Aurangabad

Master of Business Administration, Marketing Management. 1999 - 2001. Grade: 64%

### Government College of Engineering, Aurangabad

• Bachelor of Engineering, Electrical Engineering. 1993 - 1998. Grade: 58%

## Tech stack

- 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

To contact Rahul, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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