Harkaran Bains Email & Phone Number

Castro Valley, CA, US

• Led cross-functional teams in developing and launching innovative SAAS products, resulting in a 12% reduction in time-to-market and a 15% improvement in team productivity.
• Managed end-to-end product life cycles, including roadmap creation, backlog prioritization, and feature delivery, aligning product strategies with business goals.
• Collaborated with stakeholders and customers to gather feedback, define product requirements, and ensure successful launches with high customer satisfaction.
• Leveraged data analytics to guide product decisions, resulting in the identification of new market opportunities and successful implementation of key product enhancements.

• Consulted with management to identify, define, and document business needs and objectives, current operational procedures, problems, input and output requirements, data scope, usage formatting, security requirements.
• Demonstrated a strong understanding of user needs and pain points, translating these into product requirements and user stories.
• Accountable for creating Epics, User Stories, and Acceptance Criteria, as well as implementing Safe Agile practices to ensure that projects are completed safely and effectively.
• Provided in-depth analysis and recommended best practices when supporting testing/planning/validation by clarifying the intended functionality.
• Defined backlog items and provided expert advice to ensure compliance with payment card industry and security-related standards, while also analyzing internal and external customer needs to align the product roadmap.
• Successfully managed multiple products through the product life cycle and was responsible for all internal systems, including Salesforce and NetSuite, while also leading product strategy, charter creation, Product.

• Configured integration with partner software applications, improving the functionality of the Global Payments SAAS solution.
• Responded to and resolved 500+ Alerts and Incidents within the target timeframe, ensuring customer satisfaction and minimizing downtime.
• Used Splunk to analyze 1000+ logs and resolve technical issues experienced by merchants, achieving a resolution rate of 95%.
• Conducted customer surveys and gathered feedback on product features, resulting in the development of 10+ new functions to better-fit customer needs.

• Managed incoming support inquiries via phone, email, and web, ensuring that customers' issues were resolved in a timely and efficient manner.
• Deployed hardware and software to end-users, ensuring that all equipment was properly configured and integrated with existing systems, resulting in a 20% increase in successful deployments.
• Prepared and enhanced end-user documentation, including training materials and knowledge base articles, resulting in a 15% increase in customer satisfaction with support documentation.