Private corporate batches, live online cohorts and 1-on-1 mentoring in ticketing, business rules, help centre and reporting — configured so a support team scales without hiring linearly — taught by a practitioner who runs it in production.
20 years across DevOps, SRE and Security · 10,000+ engineers trained · Trained teams at JPMorgan Chase, Verizon, Nokia and the World Bank
Principal DevOps Engineer & Architect
Rajesh teaches Zendesk as a configuration and service-design problem rather than a click-through of the agent interface: the field, form and tag model that determines whether reporting can answer anything, views and macros designed around how agents actually work a queue, and business rules — triggers on events, automations on time, SLA policies on commitments — sequenced so they do not fight each other. Sessions cover Guide help centres with themes, multi-brand and access levels, dynamic content for multilingual desks, the Web Widget and messaging channels, apps and API integration, and Explore reporting built from a data model that was designed rather than accumulated — with a sandbox-first change discipline throughout.
Twenty years across DevOps, SRE and Security, in principal and architect roles at PayPay, SoftwareAG, ServiceNow, JDA Software, Intuit, Adobe and others. He has trained engineers at JPMorgan Chase, Verizon, Nokia, the World Bank, VMware, Oracle, Mercedes-Benz and Airbus — more than 10,000 people personally. He teaches what he runs, not what he reads.
You are booked with a named engineer, and that is who turns up. Marketplaces and larger providers rotate whoever is free, so the person who sold you the agenda is rarely the person teaching it.
The same trainer is available for the next engagement, which matters when a team builds on what it learned last time.
Your batch is assigned a named trainer before it starts, and that is who teaches it. See the full faculty.
Engagements are matched on the tool, not the calendar. For Zendesk that means a trainer who has run it in production — ticketing, business rules, help centre and reporting — configured so a support team scales without hiring linearly — rather than whoever is free that week. You are told who is teaching before you commit, and that person is on the discovery call that shapes the agenda.
Where a batch is large enough to need a second trainer, the pairing is declared up front. The lead trainer stays accountable for the syllabus and the assessment either way.
Principal DevOps Engineer & Architect
Twenty years across DevOps, SRE and Security in principal and architect roles at PayPay, SoftwareAG, ServiceNow, JDA Software, Intuit, Adobe, IBM/Emptoris, Ness, MindTree and Accenture. He has trained more than 10,000 engineers personally, at organisations including JPMorgan Chase, Verizon, Nokia, the World Bank, VMware, Oracle, Mercedes-Benz and Airbus. He teaches what he runs, not what he reads.
Teams of 8–30
Custom agenda, your timezone, onsite or online, NDA-friendly.
Request a quoteIndividual engineers
A private instructor and a curriculum built around your goal.
₹99,999Individuals who want peers
Scheduled batch, max 8 to 10 hours of live instruction.
₹34,999A private batch starts with a discovery call. We look at the stack you actually run — the CI system, the cloud, the constraints — and map the agenda onto it, so examples use your topology rather than a generic one.
Delivery is onsite at your premises, live online, or hybrid, scheduled around your release calendar rather than ours. Batches run 8 to 30 engineers.
Every attendee leaves with recordings, slides, lab repositories and a completion certificate. You receive an attendance and assessment report. Invoicing supports PO and GST.
Talk to us about a private Zendesk batchZendesk is a cloud service platform that turns customer conversations from every channel into tickets in one queue. Email, web forms, chat and messaging, voice, social channels and API submissions all land in the same object, so an agent works from a single interface with the full history attached rather than switching between inboxes. Around that core sits a help centre for self-service content, a reporting layer, and an app and integration framework that connects the desk to CRM, billing, engineering and identity systems.
The product is a family. Zendesk Support is the ticketing core with users, organisations, fields, forms, views and macros. Guide is the help centre: knowledge base articles, themes, multi-brand sites and the search that feeds deflection. Chat and messaging provide live and asynchronous conversation, Talk covers voice, and Explore is the reporting and dashboard layer. Sell and workforce features sit adjacent for teams that need them.
What determines whether a Zendesk instance works is the configuration underneath. Business rules — triggers that fire on ticket events, automations that fire on time conditions, and service level agreement policies that set and measure targets — are what route work, notify people, escalate and enforce response times. Custom fields, forms and tags give the data model that reporting and routing depend on. Views and macros determine an agent's daily experience. Configured well, the platform absorbs growth; configured badly, it becomes two hundred overlapping triggers that nobody dares change and a set of views everyone ignores.
Support volume grew faster than support headcount everywhere. Customers now expect a reply on the channel they chose, within hours rather than days, with history intact, and no organisation is staffing that linearly. The only way through is deflection through self-service, automation of routing and repetitive replies, and measurement that shows where agent time actually goes.
That has made the configuration skill more valuable than the agent skill. Most organisations already own Zendesk; comparatively few have someone who can design a field and form model that reporting can actually use, write triggers that do not fight each other, set service level agreement policies that reflect a real commitment, or read Explore well enough to prove where the backlog comes from. Instances drift over years of ad hoc changes until nobody can safely modify a rule.
There is a second pressure. AI-assisted triage, suggested replies and article recommendation are now part of the product surface, and they are only as good as the underlying content, tagging and ticket structure. Teams that never got their data model right cannot benefit from any of it. And as Zendesk increasingly serves internal IT and HR desks as well as customer support, the same instance now has to satisfy both service-management practice and customer experience expectations.
Orientation for everyone in the room, whether agent or administrator. What the product family contains, how a conversation becomes a ticket, the agent workspace and dashboard, and finding anything quickly with search — because agents who cannot search efficiently lose hours a week.
Topics: Define the Zendesk big picture: Support, Guide, Chat and messaging, Talk, Explore · How a channel conversation becomes a ticket · Navigating the agent dashboard and workspace · Roles: end user, agent, light agent, administrator and owner · Locating content using search syntax and filters · The admin centre and where each setting actually lives · Plan and feature differences that affect what you can configure
The core object in detail. Creating tickets across channels, every property a ticket carries and what each one drives downstream, public replies against internal notes, requester and CC handling, and closing a ticket in a way that leaves usable data behind.
Topics: Create a ticket from every channel: email, web form, messaging, voice, API and agent-created · Describe a ticket: subject, description, requester, assignee, status, priority, type · Public replies, internal notes and side conversations · Requesters, CCs, followers and email threading behaviour · Attachments, redaction and handling sensitive data · Respond to and resolve a ticket: statuses and their transitions · Merging, splitting and linking related tickets · Recording resolution data that reporting can use later
The agent's daily environment. Organising tickets using views with conditions and ordering, updating tickets efficiently with macros, designing a queue model that scales past one team, and working the suspended ticket queue that most instances quietly ignore.
Topics: Organise tickets using views: conditions, ordering, columns and sharing · Personal, group and shared views and view limits · Update tickets efficiently with macros: actions, comments and nesting · Macro organisation, ownership and preventing sprawl · Manage ticket queues: assignment models, round robin and skills · Work with suspended tickets: why they suspend and how to recover them · Spam handling and reducing false suspensions · Bulk update and its risks · Keyboard shortcuts and agent efficiency habits
Who is in the system and what they may see. Organising users and organisations, domain mapping, custom user and organisation fields, roles and permissions, multi-brand access, agent groups, and the authentication and provisioning decisions that follow from all of it.
Topics: Organise users: end users, agents, organisations and their relationships · Organisation domain mapping and automatic membership · Custom user and organisation fields · Agent groups and group-based access · Roles and custom role permissions · Light agents and internal collaborator patterns · Multi-brand access and visibility rules · Single sign-on, provisioning and deprovisioning · Bulk import, merge and user data hygiene
The data model everything downstream depends on. Ticket settings, custom fields and their types, multiple forms for different request types, tags used deliberately rather than accidentally, custom field placeholders in templates, and schedules for business hours across regions.
Topics: Select ticket settings and account-wide defaults · Add custom ticket fields: types, validation, agent versus end user visibility · Required fields by status and the friction they create · Define ticket forms for different request types and brands · Conditional fields and progressive disclosure · Add context with tags: naming conventions, automatic tagging and cleanup · Create custom field placeholders for notifications and macros · Define ticket schedules: business hours, holidays and multiple regions · Designing the model backwards from the reports you need
The engine that runs the desk. What business rules are and when each type fires, customising triggers on ticket events, automations on elapsed time, service level agreement policies and their measurement, and managing a rule set so it stays comprehensible after two years of changes.
Topics: Describe business rules and the execution model · Customise triggers: conditions, actions and firing order · Trigger loops, conflicts and how to detect them · Customise automations: time-based conditions and nullifying actions · Notification design: who gets told what, and avoiding notification fatigue · Monitor service level agreements: targets, metrics and business hours · First reply, next reply, pause and resolution SLA metrics · Escalation chains and breach handling · Manage business rules: naming, ordering, documentation and ownership · Testing a rule change safely before it reaches production
Deflection, which is the only route to scaling without hiring linearly. Creating and structuring a help centre, themes and branding, multiple help centres for multiple brands, access levels for public and restricted content, dynamic content for multilingual support, and the Web Widget as an embedded entry point.
Topics: Create your help centre: categories, sections and article structure · Turn on and configure the standard theme · Brand and customise your help centre with theme templates and assets · Create multiple help centres for different brands · Set levels of access to your help centre: public, signed-in and restricted content · User segments and content permissions · Create dynamic content and select languages to support · Article workflow: drafting, review, publishing and archiving · Set up and configure your Web Widget and messaging entry points · Search behaviour, article quality and measuring deflection
Connecting the desk to everything else. Email channel and forwarding configuration, messaging and social channels, voice basics, apps and shortcuts in the agent workspace, the marketplace, webhooks and the REST API for integration with CRM, engineering and billing systems.
Topics: Email channel: support addresses, forwarding, SPF, DKIM and DMARC · Messaging and social channels configuration · Voice channel basics and routing · Utilise apps and shortcuts in the agent workspace · Marketplace apps: selection, permissions and risk · Building a simple private app · Webhooks and outbound integration · REST API: authentication, rate limits and common endpoints · Two-way integration patterns with CRM and engineering trackers · Sandbox use and safe change management
Proving what is actually happening. Introduction to reporting, prebuilt dashboards, building custom Explore queries with metrics and attributes, calculated metrics and filters, help centre activity dashboards, scheduled delivery, and the operating rhythm that turns reports into changes.
Topics: Intro to reporting: datasets, metrics, attributes and filters · Prebuilt dashboards and what each one actually measures · Building custom queries and choosing the right dataset · Standard calculated metrics and custom calculations · Time-based analysis: backlog, ageing and trend · SLA attainment reporting and honest target setting · Assess the activity of your help centre with prebuilt dashboards · Deflection and self-service measurement · Scheduled delivery, sharing and access control · Running a monthly review that produces configuration changes
We rebuild the agenda around the tools you actually run.
Request a custom agendaBuild a view and macro set for a two-tier team, consolidate a sprawling macro list and establish a suspended ticket process nobody currently owns.
Design fields, forms and tags backwards from three reports the business actually asks for, then clean up an uncontrolled tag list.
Diagnose a rule set where triggers conflict and automations undo each other, then rebuild it with documented ordering and ownership.
Build a branded help centre with a section visible only to a named user segment, localised through dynamic content, with the widget embedded.
Configure an authenticated email channel with deliverability records verified, then build a webhook that creates a linked record in another system.
Build custom Explore reporting that explains where the backlog comes from, then deliver the three configuration changes that would most reduce it.
Billed yearly at ₹9,996
Max 8 to 10 hours of live instruction
Full program, private instructor
8–30 engineers · custom agenda · onsite or online · PO and GST invoicing
Refunds. If we cancel or postpone a cohort, you get a full refund within 15 days. There is no money-back guarantee otherwise.
Terms. Course material remains licensed to the attendee. Read the terms.
Your data. We don't share it with third parties. Privacy policy.
Certificate of completion
I took Terraform training with the tutor named Mithilesh. I requested to tailor the course curriculum for my needs. He did an excellent job of showing me how to write the Terraform script per the instructions provided.
My experience with the AIOps training was positive. The course covered important topics in a structured way, and Rajesh Kumar explained the concepts patiently. I found the practical aspects particularly helpful because they made the technical content easier to understand.
I was looking to improve my understanding of AIOps, and this training helped me achieve that goal. Rajesh Kumar explained the subject in a structured and practical manner. The sessions on different AIOps concepts were informative.
I recently did a SRE Session with Rajesh Kumar from DevOps School and the session was great. Right from 1st day till day 15, we had a very interactive session. Rajesh clarified our doubts and the tool demos were excellent without any hiccups. He simplified the concepts while sticking to the content with a fine balance between theory and practice. Am convinced he is one of the best trainers for SRE & DevOps concepts.
The Rundeck developer session was excellent and highly engaging. I appreciated how well the session was structured, with the theoretical concepts explained clearly and in simple terms. What stood out most to me was the demo — it was both informative and enjoyable. I especially liked how Rajesh walked us through not only the happy path but also the sad path, showcasing common issues and sharing practical troubleshooting tips.
Rajesh's experience and knowledge are exceptional and we learnt invaluable practical knowledge which we can apply in our production environment. Incredibly friendly and gave us a fantastic insight both in-depth and at a high level of the Rundeck product.
| What matters | YouTube + blogs | Generic online course | Freelance marketplace | DevOpsSchool |
|---|---|---|---|---|
| Named practitioner | No | Rarely | Varies per booking | Yes — same trainer each time |
| Production experience | Unknown | Unknown | Unverified | 20 years, named employers |
| Custom agenda | No | No | Sometimes | Built from your stack |
| Onsite delivery | No | No | Sometimes | Yes |
| Lab environment | None | Sandbox that expires | Varies | Your own cloud — skill goes with you |
| Assessment | None | Quiz | Rarely | Assignments + capstone per module |
| Per-attendee certificates | No | Sometimes | Rarely | Yes |
| Corporate invoicing | No | Limited | Varies | PO and GST |
| Post-training support | None | Forum, time-limited | None | Lifetime forum access |
Tell us the team, the stack and the timeline. You'll get a straight answer, not a sales sequence.
Talk to an advisorPrefer to call or email?
More ways to reach us on the contact page.