Rolf Krolke

Leading The Access Groups: • Global Technology Operations • Global Data Centre and Capacity Management strategy • Compute & Storage Engineering • IaaS & PaaS • Capacity Management • Regional Infrastructure Implementation • Technical Lead for Access Manages Services (AMS) developing and expanding our IaaS and managed IT service GTM offerings.

Practiv is a modern data-cloud consultancy based in Australia and New Zealand, dedicated to empowering businesses with actionable insights through the power of cloud and data & analytics to enhance customer experiences. We help organisations architect & build data-cloud platforms that guarantee the robust security, accuracy, and dependability of their data to underpin BI, reporting and advanced analytics. Our solutions are centred on Snowflake, Databricks, AWS & Google Cloud and leverage best of breed cloud & data technologies. We specialise in the complete data lifecycle, including cloud infrastructure, data strategy, data engineering, analytics, and ML as well as provide modern run services that operationalise analytics, enabling organisations to proactively respond to customer needs rather than relying solely on past behaviour interpretation. Learn more at https://practiv.com

Led technology strategy and vision supporting customer digital, cloud, and data transformation initiatives. Directed engineering and consulting cohort of 100+ cloud experts across NSW, QLD, and NZ. Managed key partnerships with AWS, Microsoft, Cloudflare, HashiCorp, Databricks, NetApp, and Snowflake.

Led global technology delivery across solutions consulting, professional services, support, and cloud operations with 150+ staff worldwide. Accountable for $190M+ annual revenue with oversight of product growth, P&L management, operational excellence, customer success, and global support services. Achievements: • Served as technology executive sponsor for all $500K+ USD opportunities globally • Managed $15M AUD annual technology procurement budget and key vendor relationships • Led cloud transformation strategy, successfully transitioning first SaaS platform to AWS • Achieved 4 consecutive years of ISO 27001:2013 certification and Australian Government iRAP assessment • Provided technical expertise during M&A activities and IPO preparation • Advised board-level Audit, Risk and Compliance (ARC) committee

Led 350+ staff across APAC including Cloud Engineers, Incident Management, and Customer Success Teams. Managed P&L, revenue growth, and margin optimization for Premium Support business across the region. Achievements: • Developed AWS's first services-led consulting engagement for cloud engineering • Built flexible Professional Services capability enabling ProServe to leverage Support Engineering SMEs • Created end-to-end customer event management processes that became AWS Health service • Increased team diversity from 0% to 15% through targeted hiring initiatives

Developed the end-to-end customer event management processes that AWS used across all of its services. Point of contact for Sales, Solution Architect, and Technical Account Managers during major service outages. Provided daily guidance and direction to a team of 15 Escalation Engineers, Developers, and Customer Event Managers based in APAC. Influenced a global team of 40 staff globally.

Provided daily management for a team of 30 Team Leads and Cloud Engineers, based in Sydney, and supporting Premium Support customers around the globe. Recruited, developed, and promoted talent for one of the world’s fastest-growing IT companies. Directed the growth of Business and Enterprise Support services and solutions in partnership with account teams, partners, and customers. Managed the Microsoft Platforms Support group with focus on support growth, engineer utilisation, capacity planning, delivery margin, long range forecasting, and P&L insights. Drove operational process improvements leveraging LEAN and Six Sigma methodologies.

Responsible for the day-to-day management of a regional team of Premier Field Engineers and IT Service Management Consultants across New South Wales, Western Australia, Singapore, Indonesia and Malaysia. Accountable for delivering of Key Performance Indicators such as Utilisation, Customer Satisfaction, Budget, Allocation, Market Growth and Contract Consumption. Responsible for the growth and development of the Microsoft IT Service Management business across Asia-Pacific region. Management and execution of regional programs to further develop and improve the Global Business Support organisation.

Worked across Microsoft Premier, Consulting, Sales areas of the Services Business as well as engaging with the Account Transactional Unit on large Premier opportunities. Key focus has been on Microsoft Premier’s large accounts in the financial, retail, mining and government sectors. I have been pivotal in driving the evolving Service Management Consulting practice across Australia through the introduction of governance, risk management and business management practices.

Accountable for the overall management, measurement and capability development of a team of Technical Account Managers focused on delivering Premier support services to Dell’s ProSupport customers across Australia, New Zealand, United States and Europe. Manage operations costs within budget constraints, look for opportunities to reduce costs and regular interlock with the Finance Team to review performance. Regional Program Lead for Siebel CRM.

Accountable for the day to day operations of 22 professional staff located in Sydney, Australia and Austin, Texas. Global Critical Situation Manager accountable for resolution of catastrophic failures on Dell or their partner’s hardware/software (Microsoft, VMware, RedHat, Cisco, etc.) Regional Program Lead for Seibel CRM and Process development and deployment covering China, Hong Kong, Japan, South Asia, Taiwan and India.

Incident and problem management for Dell customers who purchased ProSupport or Premier Enterprise Support.

Troubleshooting and resolution of hardware failures occurring on Dell’s PowerEdge servers, PowerVault storage or Dell|EMC SAN’s. End to end ownership of incidents related to Dell hardware and software.

Network engineer providing deployment services to small to medium business across Australia. Specialising in Windows 2003 Server, Exchange 2003 and Citrix