Navigating IT at Athena isn’t just about fixing glitches – it’s about anticipating challenges, staying ahead of evolving technology, and keeping things running seamlessly in a hybrid world. Rahman has been at the heart of this, his role goes beyond troubleshooting; it’s about making technology an enabler.

Read on to discover how he tackles crises, future-proofs Athena’s tech landscape, and keeps us all connected – one solution at a time.

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Q. From managing IT infrastructure to crisis control, your role involves solving problems before most people even notice them. What’s the most unexpected or unusual tech challenge you’ve had to tackle?

Rahman (R): Migrating our entire organization from Google Workspace to Microsoft 365 as a solo IT person was one of the most intense challenges I’ve faced. We were new to the Microsoft ecosystem, and the migration had to happen with zero downtime – no easy feat when even weekends weren’t ‘safe’ for outages, as most teams, including CXOs, worked around the clock, since we’re global.

Through meticulous planning and collaboration with users and vendors, I successfully migrated 95% of the organization over a single weekend. But then came Monday – the real test. Systems slowed to a crawl for several users, most of them are senior members. Microsoft insisted everything was ‘normal,’ our vendor dismissed it as ‘typical migration hiccups,’ but for us, it was a full-blown crisis.

With no IT team to lean on, I became a one-person troubleshooting machine – handling remote support, vendor escalations, and business operations, all while managing a family medical emergency. In a single day, I manually resolved issues on 50% of user laptops, switching between explaining the platform to frustrated users, diagnosing performance bottlenecks, and reassuring affected teams – all while keeping daily operations running. It wasn’t just about fixing technology; it was a crash course in adaptability, crisis management, and user education.

The biggest lesson? In IT, the toughest challenges aren’t always technical. Sometimes, you’re a detective, a teacher, and a calm voice in the storm – whether guiding a CXO through a login issue or redesigning workflows on the fly.

Q. Technology is constantly evolving, and so is Athena. If you could introduce one futuristic technology at Athena today, what would it be, and how would it change the way we work?

R: If I could introduce one futuristic technology at Athena today, it would be AI-driven automation across IT operations. As Athena grows, the demand for efficient, secure, and intelligent IT solutions increases. AI-powered automation could transform IT support, cybersecurity, and workflow management, reducing manual efforts while improving response times and system reliability.

Imagine an AI-driven helpdesk capable of resolving common IT issues instantly, freeing up valuable time for high-priority tasks. Predictive analytics could detect and prevent system failures before they disrupt operations, while AI-powered security tools could analyze threats in real time, proactively mitigating risks and enhancing data protection.

We’ve already started conceptualizing this with AIDA – Athena Infonomics Digital Assistance. While our initial attempt didn’t fully materialize, we haven’t stopped. Work on AIDA will resume in FY 25-26, with the goal of developing an AI-driven solution that streamlines IT workflows, strengthens security, and enhances overall efficiency. When fully realized, AIDA could play a pivotal role in making Athena a truly tech-enabled and future-ready organization.

Q. What would you say is the biggest challenge of working with a hybrid team? How do you tackle that at Athena?

R: One of the biggest challenges of working with a hybrid team is ensuring seamless IT support and accessibility, especially with a minimal IT team and users spread across different time zones. Unlike a traditional office setup, a hybrid model requires balancing remote troubleshooting, security concerns, and vendor coordination – all while ensuring a smooth experience for users. At Athena, we take both proactive and reactive approaches to manage IT challenges.

If IT resources fluctuate, we rely on a vast vendor network – from Microsoft to local technicians to provide assistance when needed. Proactively, we’ve kept IT systems low-profile for users, making critical processes simpler so that even non-technical users can handle basic issues with guided support via call or remote access. This reduces resolution time on simple issues and allows us to focus on more complex challenges. Despite having a lean IT team, we’ve ensured that timely support is available for all users across the world. The key to managing IT in a hybrid work environment is adaptability: leveraging external resources, simplifying processes, and being both proactive and reactive to maintain seamless operations.

Q: You deal with everything from security threats to system upgrades. If your job had a tagline, what would it be?

R: If my job had a tagline, it would be: ‘Securing the Present, Building the Future.’ IT isn’t just about fixing problems, it’s about ensuring stability today while preparing for tomorrow’s challenges. At Athena, every system and process depend on a reliable IT foundation. When things run smoothly, it’s easy to overlook, but behind the scenes, IT plays a crucial role in keeping everything connected, secure, and efficient.

Whether it’s thwarting cyberthreats, future-proofing infrastructure, or simplifying tools for non-technical users, IT’s goal remains the same: to empower Athena’s teams today while ensuring we’re ready to lead tomorrow.