# Ritesh Ojha

Ritesh Ojha is a remote worker on Himalayas, Support Analyst at Instem, based in India.

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

```text
I resolve complex SaaS product issues, maintain SLAs, and improve support operations across global markets.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | India |
| Authorized to work in | India |
| Salary expectations | 140k+ INR |
| Job categories | Support Analyst, Technical Support Specialist, Customer Success Specialist, Product Support Specialist |
| Skills | SaaS Support, Product Support, Technical Troubleshooting, SQL, SQL Developer, Database Queries, Database Updates, PowerShell, Active Directory, ADInfo, SAS Logs, Ivanti CRM, Salesforce, Amazon CRM, Azure Virtual Machines, Ticketing Systems, Monitoring Tools, Generative AI, Prompt Engineering, SLA Management, Escalation Handling, Incident Management, Root Cause Analysis, Bug Documentation, Technical Documentation, Knowledge Base Management, Training Delivery, Mentorship, Quality Audits, Cross Functional Collaboration, Process Improvement, Customer Advocacy, Stakeholder Management, Excel, Microsoft Teams, Technical Support, SAAS Product Support, Customer Success, Software Troubleshooting, Log Analysis, System Administration, Performance Optimization, CRM Systems |
| LinkedIn | https://linkedin.com/in/riteshroger |

## What I'm looking for

```text
I'm looking to leverage my SaaS troubleshooting, customer-centric support, and cross-functional collaboration experience to resolve complex issues, improve support processes, and help customers succeed.
```

## About

```text
At Instem, I troubleshoot complex SaaS product issues while maintaining SLA compliance across US, UK, and APAC markets. I serve as the subject matter expert for the Statistics reporting module in Provantis research software.

I partner with Engineering, Product, and QA to identify root causes, document reproducible software faults, and support permanent fixes. I also provide tier 3 escalation support, mentor a 15-member team, and train new joiners on product modules and troubleshooting practices.

Previously at Cybage Software, I managed high-volume enterprise software support across email, chat, and phone, collaborated with global development teams on bug resolution, and trained more than 15 new team members. I improved ticket categorization and routing to strengthen productivity and response times.

At Amazon, I handled high-priority customer escalations in the Specialty Team, resolving 30+ issues daily and supporting frontline associates with complex cases. I bring a customer-focused approach to technical troubleshooting, documentation, process improvement, and team enablement.
```

## Experience

### Support Analyst

Instem. Sep 2022 - Aug 2026

```text
Provided tier 3 support for SaaS products, troubleshooting complex issues and maintaining SLA compliance. Served as subject matter expert and trained new joiners on product modules.
```

Skills: SQL-Developer, SQL, ADInfo, PowerShell, SAS-Logs, Ivanti-CRM, Azure-VMs, Troubleshooting, SLA-Management, Technical-Documentation, Training, Technical-Troubleshooting, SAAS-Product-Support, Incident-Management, Root-Cause-Analysis, Documentation, Mentorship

### Technical Support Executive

Cybage Software. Jan 2021 - Jun 2022

```text
Managed high-volume technical support for enterprise software, meeting SLA targets across email, chat, and phone. Trained new team members and implemented process improvements for ticket handling.
```

Skills: Excel, Microsoft-Teams, Salesforce, Technical-Support, SLA-Management, Training, Process-Improvement, Log-Analysis, Troubleshooting, Ticket-Management

### Support Associate (Specialty Team)

[Amazon](https://himalayas.app/companies/amazon). Jul 2016 - Jun 2018

```text
Handled complex, high-priority customer escalations in a fast-paced e-commerce environment. Resolved 30+ customer issues daily and mentored frontline associates on best practices.
```

Skills: Amazon-CRM, Hitchrip, Alaska, Rhodeo, Customer-Escalation, Problem-Solving, Mentorship, Customer-Support, Escalation-Management, Communication-Skills, Process-Improvement

## Education

### Faculty of Management Studies, University of Delhi

Master of Business Administration (MBA), Business Administration, Management and Operations

```text
Pursuing an MBA with a focus on Business Administration, Management, and Operations, expected to complete in July 2027.
```

### Savitribai Phule Pune University

Bachelor of Engineering, Computer Engineering

```text
Bachelor of Engineering in Computer Engineering from Savitribai Phule Pune University, completed in 2016.
```

### LinkedIn Learning

Develop Critical-Thinking, Decision-Making, and Problem-Solving Skills, Critical Thinking

```text
Completed a certification in developing critical-thinking, decision-making, and problem-solving skills.
```

### DeepLearning.AI

ChatGPT Prompt Engineering for Developers, Prompt Engineering

```text
Completed a certification in ChatGPT prompt engineering for developers.
```

### Coursera

Introduction to Prompt Engineering for Generative AI, Generative AI

```text
Completed a certification in introduction to prompt engineering for generative AI.
```

### Amazon

Information Management For New Hires, Information Management

```text
Completed a certification in information management for new hires.
```

### Amazon

Information Security Awareness For New Hires, Information Security

```text
Completed a certification in information security awareness for new hires.
```

## Tech stack

- Salesforce
- Microsoft Teams
- PowerShell
- SQL

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

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