Harit Mankad Email & Phone Number

Pune, Mh, In

Pune

As Vice President of Engineering Operations, responsible for overseeing the day-to-day engineering operations, ensuring the efficient execution of projects, and driving continuous improvement within an engineering organisation. I have identified and addressed operational bottlenecks and implemented process improvements and best practices.Collaborate with product management, sales, and other departments to align engineering efforts with business objectives.

Pune, Maharashtra, India

At ZS, I spearheaded the establishment of the Customer Success Management (CSM) organization for the ZAIDYN Platform while overseeing one of the company's most longstanding and extensive clientele. Additionally, I implemented the CMS tool chest and operational procedures for both self-serve and managed services customers, particularly focusing on our top 10 clients.Through strategic initiatives, I facilitated significant enhancements in customer satisfaction and platform adoption, ultimately resulting in heightened revenue generation through increased customer advocacy and loyalty. I also took charge of managing intricate platform upgrades, ensuring that clients maximized the value and benefits of the platform's features to align with their business objectives.#ZAIDYN #Customer Success #Retention #Renew #Growth

Pune

SITE RELIABILITY ENGINEERING & SERVICE GOVERNANCE Service Governance – responsible for the Change Management related to all Cloud Infrastructure hosting the platform instances (Production and Non-Production) across Azure, AWS and Google Cloud. Define and implement the change management best practices. Event & Alert Management – responsible for designing, implementing, and documenting standard operating procedures for all events and alerts triggered on the cloud infrastructure (Azure, AWS, Google Cloud), Building ‘self-heal’ tools for repeat issues/ alerts. Responsible for Application availability and performance SLA adherence. Major Incident Management – Manage all Major Incidents impacting the production environment across 500+ instances. Collaboration with Platform Engineering, Product Management and Cloud Operations providing telemetry and proactive monitoring and self-heal solutions to reduce the Major Incident Count (absolute) year on year by >30% CUSTOMER SUCCESSGlobal leader responsible for delivering customer support across the Icertis customer base. Lead and manage a 24x7 support organisation and meet the SLA expectations for regular and premier customers. Improved standard support KPIs by over 30% across resource efficiency, time to resolve, and time to respond. Maintained a CSAT score of over 95% during the 70%+ growth in customer base. Influence the sale and renewal of the “Premier Support” offering in the APAC region. Define and execute the strategy for Self Help and ticket volume reduction from both internal and external customer bases. This reduced the critical incidents across the top 10 customers (by issue volume). Own the “Innovation Hub” across the Customer Success, Professional Services and IT organization. The focus is on the process and product innovation with the changes in the work environment.

Pune Area, India

Site LeadershipBMC India move up in the “Great Place To Work” ranking (42 in 2017, 31 in 2018, 10 in 2019) and as a member of the site leadership team, am responsible for helping the site grow and mature the 1800+ site in both technical and customer-centric skills to enable better customer connect and engagement. Responsible for getting the organisation “future-ready” on technology, process and people.Ensured a safe, secure and happy workspace by contributing to India Crisis Management, Site Operations, Tools deployment and by measuring and reporting on-site productivity.Director - Customer SuccessConsistently achieved key performance targets by leveraging the technical and behavioural strengths of managers and about 150 member support team while enabling the organisation's products transition into a SaaS-based portfolio. Achieved the customer satisfaction score of over 90% for the past 3 years. This was possible by technical up-skill of over 60% of the team on BMC and other industry-standard certifications and focusing on the customer-centric behaviour against the metrics-driven culture. Improved the employee engagement score from 76% to 98% as measured by the “Great Place To Work” survey. Attrition levels were brought down to 12% from 37% (36 months ago). Played a key role in building the customer support “Centre Of Excellence” with Mainframe and Strategic Technology Groups expanding their teams and co-locating them with the existing Enterprise Solutions support team. Influenced the sale of multi-year contracts for the value-based offering “Premier Support” to 3 of the largest financial institutions in India and 5 multi-national service providers with teams based in India by collaborating with the sales organizations in India and EMEA.

Singapore

Organization Leadership/ Product Development/ Customer SuccessConceptualized and re-designed the cloud brokerage product “CloudSelect 3.0”, using products from BMC (ITSM, CMDB, BAO, BNA, Discovery, etc.), PrestaShop and agile technologies. Java, AngularJS, and Python have been used for the development of the application. As the Operations head and as the site head (authorized signatory) of the organization, set up the India operations (in Pune) ensuring all legal compliances were met and laws adhered to. As part of the operations set up, build the team of architects, developers, pre-sales, sales, support and services in India and Singapore. The role also involved setting up sales and service partnerships with TechMahindra, HappiestMinds (both in India) and Axians (in Germany). Responsibility also included project delivery and product deployments.

Singapore

Site Leadership [Bengaluru, Singapore] Built a 24x7x3654 Solution support team in Bangalore. The first team of 15 resources was built in 90 days from the concept being approved. Over the period of 3 years, the team grew to over 200 and included Professional Services, Deployment Engineers, Project Management, Technical Support, and off-shore escalation management teams. The team was cross-skilled on Storage, Virtualization, Compute and Networking and this helped us reduce the cost per ‘ticket’ resolution. Co-owned the concept and design of “VisionIOS”, a wrapper software that helped the customers and the “Managed Services” team manage the VBlock infrastructure. This application connected the management consoles/ dashboard of products from VMware, Cisco, and EMC and provided a single pane of glass for monitoring. It also tracked the adherence to the best practices across the solution, patch management and push and execute health-check.Co-owned the concept and design of “VCE Support Portal”. This portal was Salesforce powered and seamlessly connected the ticketing and knowledge management systems of the three investor organizations. Helped define the course content and certification methodology for the employees and customers to earn VCE certifications (Associate, Expert, Master, and Architect).

Singapore

Customer Success Led the APAC Customer Advocacy function and ensured that the VBlock customers in the region continue to buy additional capacity, services, and value-added support. Achieved over 100% on the sale of advanced services for the target accounts and over 95% in renewals for the standard support offering for the Telco and FSI domain customers. Fostered strong relationship with customers and sales leadership resulting in an increase of the footprint to over 100 deployments over 5 years. Set up a team of customer advocates and escalation managers across Singapore, India, Australia, and Japan to provide a combination of on-site and off-shore support in the region. Increased efficiencies by about 40% within the team via process automation and optimization. Strategic decision to build a solution support team in Bangalore and Tokyo helped the customer base to grow in the region. This team achieved a customer satisfaction score of over 95%.

Bengaluru Area, India

Responsible for direct supervision of Technical Global Advisors (TGA). Providing direction to TGAs who work with the assigned account/sales teams. Provide expertise in identifying and addressing customer's critical technical and non-technical escalations.Build and Managed a team of 45 Technical Global Advisors (Support & Strategic Account Managers) and 3 Line Managers to support Global Customers across the three tiers – Major Accounts, Enterprise and Small, Medium BusinessBuild and Managed the 24x7 Sev 1 Support team

Bengaluru Area, India

Responsible for subordinate level managers and professional Support Account Managers in the function. Build a partner relationship with the customer to better serve their business needs, and react quickly and revise approach when business needs change. Help increase sales by coordinating support activities for the account.Responsible for 24*7 Off Business Hours Critical Case Support Team, Services delivery for enterprise and non-enterprise customers from US, EMEA, ASEAN and ANZ.

Bengaluru Area, India

Planning project activities, scoping, activity sequencing/ estimation, tracking and development of contingency plans to meet cost and time over-runs.Mapping client/business requirements including Financial Planning, Procurement, Capacity Planning, Asset Dispositioning, Asset Management, IT Cost Recovery, Cost Control, Vendor Relationship and providing customized solutions, finalizing product specifications by using appropriate techniques. Overseeing IT related tasks including planning & controlling of manpower, resources, and equipment loading for achieving the planned delivery schedules.Negotiating & finalizing Service Agreements (AMC’s) with vendors and ensuring that the costs are not exceeded beyond the budgeted amount

Bengaluru Area, India

Planning project activities, scoping, activity sequencing/ estimation, tracking and development of contingency plans to meet cost and time over-runs.Mapping client/business requirements including Financial Planning, Procurement, Capacity Planning, Asset Dispositioning, Asset Management, IT Cost Recovery, Cost Control, Vendor Relationship and providing customized solutions, finalizing product specifications by using appropriate techniques. Overseeing IT related tasks including planning & controlling of manpower, resources, and equipment loading for achieving the planned delivery schedules.Negotiating & finalizing Service Agreements (AMC’s) with vendors and ensuring that the costs are not exceeded beyond the budgeted amount

Bengaluru Area, India

* Design, develop and manage the Tata Elxsi Intranet and extranet. * Developed the first e-commerce portal for GE (http://www.gebusinesspro.com) * On-site ** GE Information Services, Rockville, Gaithersburg, USA ** GE Plastics, Pittsfield, Massachusetts, USA ** GE Appliances, Louisville, Kentucky, USA ** On Systems, Munich, Germany ** Hitachi, Yokohama, Japan

Mca

Mca

Bsc

Bsc

Under Graduation

Schooling