Bala Baskaran Email & Phone Number

• Manage a team of customer success engineers at Moogsoft ( acquired by Dell Inc)• Responsible for retention and growth of ARR to the scale of $35M - $40M USD vis best in classcustomer success• Guide direct customers, managed services partners, and global system integrators (GSI) inadopting best practices, overcoming challenges and ensure customers meet their businessgoals and obtain maximum value from their Moogsoft AIOps investment• Oversee customers’ product delivery, enhancement requests and sustainability needs.• Trusted business and technical advisor to Moogsoft customers.

Plano, Texas, United States

End to end owner for Tools and Automation program for the Wipro’s light housecustomers for North America geo covering assessments for automation, working withtheme owners for solution and benefits definition and delivery.• Identified customer pain points and implemented solutions to make IT a business enabler.• Tracked goals identified for customer success by comparing baseline vs actuals and tooksteps to address gaps.• Ensured the ROI is presented to executive stakeholders using results from the continualservice improvement exercises on forums like quarterly busines reviews, monthlyexecutive reviews.• Implemented cognitive automation to bring 35% efficiency gains,50% cost savings and 20%incident reduction using leading cutting-edge solutions from Moogsoft AIOps, EvolvenChange Analytics, Vayusphere Chat, ServiceNow Service Modeling, Wipro Holmes Analytics,Splunk ITSI, cognitive Chat BOT, User Experience Management via Nexthink, Run BookAutomation via Holmes Orchestrator, Automated network documentation via NetBrain,proactive capacity monitoring via BMC TCO.• Led governance of programs to track and improve automation maturity index (AMI) toreduce human errors and toil by implementing automations.• Lead the implementation of IT Service Management solutions covering monitoring,ticketing and self-heal run book automations for Wipro’s Fortune 500 customers.• Onboarded 20+ customers to the Wipro's multi-tenant Global Command Center (GCC) -one of the world's first BS 15000 and ISO 20000 certified facility which provides remoteinfrastructure management services to its customers• Successfully engaged customer stakeholders from various geographies like NorthAmericas, France, Australia to ensure their business objectives are met.

India

Team lead for launching mSites (microsite) - a web page developed by third party vendorsand hosted by Ericsson Services Limited for ‘Hutchison 3G’.• Technical Lead for H3G IT Service Management upgrades build in BMC Remedy• Led efforts to create automated test scenarios in Quick Test professional for BMC RemedyITSM trouble ticketing systems for TCS customers.• BMC ITSM Remedy administrator for AT&T Broadband and Comcast.• Designed and developed data migration modules in C and Pro *C to migrate customer andproducts information to Singl.eView billing system.• Lead developer in Nortel Networks proprietary Protel programming language fortelecommunications switching systems top display NI2 services like Basic Call /CallingNumber Identification Services/ISDN Call Hold/ACB/Call Forwarding/Additional CallOffering/Flex Call/EKTS on the customer equipment’s

Master Of Business Administration - Mba, Strategic Leadership

Bachelor Of Engineering (B.E.), Electronics And Communications Engineering, A

Higher Diploma In Software Engineering, Sdlc