Ajay Sridhar

Studies at:

Cranfield School of Management

Location in:

London, United Kingdom

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Studies at:: Cranfield School of Management
Location in:: London, United Kingdom

Bio

Experienced manager, having led teams across Sydney, San Francisco, Brazil and Amsterdam. Proven track record of delivering change, leading and managing teams, improving performance, process transformation, project management and customer relationship management.

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Work

2013 (Jan – Sep)	Product Lead for Development Tools and Support Team Lead (AMER/APAC) Atlassian Formulating and executing global service strategy to meet Operational Goals - measured against KPI’s, recruiting and building global team, growing team members through coaching and training, knowledge management, release planning and managing global resource needs. Implemented process changes to improve support delivery to key enterprise accounts in the Development Tools portfolio, which included Barclays, Morgan Stanley, Goldman Sachs, Northrop Grumman, Qualcomm and other Fortune 500 companies & FTSE 250 companies. Led a global virtual team of engineers to facilitate end-to-end delivery of services. Increased global Net Promoter Score (customer loyalty), by driving employee engagement and customer focussed team culture Led strategic initiatives and delivered key cross-departmental projects using SCRUM and agile methodologies to scale operations and improve operational efficiency. The growth was fuelled by a 60% annual increase in customer base Developed support product roadmaps to address product issues raised by customers and influenced key stakeholders to execute the roadmaps. This not only reduced contact rate (frequency of customer support requests from clients) by 10% but also improved product experience and customer satisfaction Key Skills: Team Leadership, project management (Agile/SCRUM), performance and change management, recruiting, coaching and mentoring, global operational strategy, customer success and experience improvement, operational excellence, customer journey mapping and continuous improvement
2010 – 2012	Global DevTools Team Lead Atlassian Managed a global virtual team of 13 support engineers and a software developer responsible for the global support operations, across 5 support centres. Operational responsibilities - support queue and SLA management, and mentored senior engineers on handling technical escalations. Led efforts to build operational support of newly acquired products (SourceTree), consisting of over 100,000 customers. Engaged directly with multiple departments to standardise internal and external processes in order to integrate new products into Atlassian's support offering Worked closely with the product management team and marketing to radically change the service offering by adding enterprise pricing/support to existing products and rolled out the new support offering to key customers including Barclays, Rakuten, Cisco and BMW Re-structured management to scale global operations. Coached and continually developed engineers to become specialist area managers to enable them to support global operations Key Skills: Team leadership, coaching and mentoring, process improvement & transformation, post-acquisition integration, change management, management, service delivery, leadership development and team re-structuring
2008 – 2010	Snr. Support Engineer (JIRA, Confluence & DevTools) Atlassian (Amsterdam) Providing resolution to technical and business issues escalated to senior engineers. Expanded support operations in EMEA and mentored junior engineers in use of J2EE web technology, Networking and SQL. In addition to being escalation engineer for engineers in EMEA Handled after-sales support and enterprise solution implementation for large European accounts - Bosch, Nokia-Siemens, BNP Paribas and Honeywell. Acted as the defacto account manager for enterprise customers Key Skills: Key account management, technical mentorship, escalations and customer management
2010 (Feb – Mar)	Technical Trainer Atlassian Led the project to outsource customer operations to Brazil. Hired and trained a team of six engineers within five weeks, to cover support services for 25% of client base on the East Coast of the United States. Key Skills: Training, program manager, technical outsourcing, project management, business process outsourcing, relationship management, cost reduction and technical mentorship
2007 – 2008 (Mar – Nov)	Support Engineer Atlassian (Sydney) Provided implementation solutions for enterprise software, and support to minimise application downtime Key Skills: Key account management, technical analysis and problem solving

Work

2013

(Jan – Sep)

Product Lead for Development Tools and Support Team Lead (AMER/APAC)

Atlassian

Formulating and executing global service strategy to meet Operational Goals - measured against KPI’s, recruiting and building global team, growing team members through coaching and training, knowledge management, release planning and managing global resource needs.
Implemented process changes to improve support delivery to key enterprise accounts in the Development Tools portfolio, which included Barclays, Morgan Stanley, Goldman Sachs, Northrop Grumman, Qualcomm and other Fortune 500 companies & FTSE 250 companies.
Led a global virtual team of engineers to facilitate end-to-end delivery of services. Increased global Net Promoter Score (customer loyalty), by driving employee engagement and customer focussed team culture
Led strategic initiatives and delivered key cross-departmental projects using SCRUM and agile methodologies to scale operations and improve operational efficiency. The growth was fuelled by a 60% annual increase in customer base
Developed support product roadmaps to address product issues raised by customers and influenced key stakeholders to execute the roadmaps. This not only reduced contact rate (frequency of customer support requests from clients) by 10% but also improved product experience and customer satisfaction
Key Skills: Team Leadership, project management (Agile/SCRUM), performance and change management, recruiting, coaching and mentoring, global operational strategy, customer success and experience improvement, operational excellence, customer journey mapping and continuous improvement

2010 – 2012

Global DevTools Team Lead

Atlassian

Managed a global virtual team of 13 support engineers and a software developer responsible for the global support operations, across 5 support centres. Operational responsibilities - support queue and SLA management, and mentored senior engineers on handling technical escalations.
Led efforts to build operational support of newly acquired products (SourceTree), consisting of over 100,000 customers. Engaged directly with multiple departments to standardise internal and external processes in order to integrate new products into Atlassian's support offering
Worked closely with the product management team and marketing to radically change the service offering by adding enterprise pricing/support to existing products and rolled out the new support offering to key customers including Barclays, Rakuten, Cisco and BMW
Re-structured management to scale global operations. Coached and continually developed engineers to become specialist area managers to enable them to support global operations
Key Skills: Team leadership, coaching and mentoring, process improvement & transformation, post-acquisition integration, change management, management, service delivery, leadership development and team re-structuring

2008 – 2010

Snr. Support Engineer (JIRA, Confluence & DevTools)

Atlassian (Amsterdam)

Providing resolution to technical and business issues escalated to senior engineers.
Expanded support operations in EMEA and mentored junior engineers in use of J2EE web technology, Networking and SQL. In addition to being escalation engineer for engineers in EMEA
Handled after-sales support and enterprise solution implementation for large European accounts - Bosch, Nokia-Siemens, BNP Paribas and Honeywell. Acted as the defacto account manager for enterprise customers
Key Skills: Key account management, technical mentorship, escalations and customer management

2010

(Feb – Mar)

Technical Trainer

Atlassian

Led the project to outsource customer operations to Brazil. Hired and trained a team of six engineers within five weeks, to cover support services for 25% of client base on the East Coast of the United States.
Key Skills: Training, program manager, technical outsourcing, project management, business process outsourcing, relationship management, cost reduction and technical mentorship

2007 – 2008

(Mar – Nov)

Support Engineer

Atlassian (Sydney)

Provided implementation solutions for enterprise software, and support to minimise application downtime
Key Skills: Key account management, technical analysis and problem solving