Hyderabad, Telangana, India
I am a seasoned technology leader with 18+ years of experience driving global service delivery, operational strategy, and customer‑centric transformation for large enterprises. My career is built on bridging business strategy with scalable cloud, IT operations, and customer success frameworks that accelerate digital transformation and deliver measurable business outcomes. I specialize in leading high‑performing global teams, orchestrating complex cloud‑managed services environments, and shaping governance models that elevate operational maturity. With a strong foundation in executive stakeholder management and data‑driven decision‑making, I continuously align technology investments with long‑term strategic value. In my current leadership role, I focus on strengthening executive relationships, driving portfolio growth, mitigating operational risk, and ensuring seamless adoption of enterprise technology solutions. I am deeply committed to building resilient processes, evolving customer success methodologies, and enabling organizations to realize the full value of their technology ecosystem. My leadership approach blends strategic clarity, operational rigor, and a passion for empowering teams to innovate, execute, and deliver exceptional customer and business results.
-- Executive Relationship Leadership: Serve as the primary relationship owner and trusted advisor for high‑value Cloud Managed Services accounts, aligning OpenText’s cloud portfolio with customer business strategies. -- Portfolio & Revenue Ownership: Drive end‑to‑end portfolio performance with a focus on Net Revenue Retention (NRR), product adoption, and churn mitigation across global enterprise accounts. -- Global Team Leadership: Lead and mentor a distributed team of Customer Success Managers (CSMs), ensuring consistent delivery, operational excellence, and high‑quality customer experience. -- Strategic Governance & Risk Management: Define global governance models and oversee high‑risk customer engagements to guide digital transformation and operational maturity. -- Cross‑Functional Collaboration: Partner with Sales, Engineering, and Product teams to align customer needs with product roadmaps and strategic growth opportunities. -- Customer Health & Insights: Establish a unified “single source of truth” for customer health by integrating data across systems and delivering actionable 360° insights to executive stakeholders. -- Business Value Realization: Lead strategic account planning and deliver QBRs/EBRs to drive customer ROI, value realization, and long‑term business objectives. Operational & Process Excellence: Champion continuous improvement through the evolution of Success Plan frameworks and ITIL/LOVE (Land, Operate, Value, Expand) methodologies
Managing large scale operations located at multiple locations. Diligently collaborating with multiple stakeholders to formulate operational and strategic roadmap for multiple projects. Proactively address the operational issues impacting the business and find long term solutions. Playing a critical role in building management depth by providing guidance and mentorship to all levels of leadership, as well as serving as an outstanding role model. Proven record of success in operations management, operational enhancements, and change.
Ensure all production problems related to the Open Systems platform are being resolved and properly followed up in order to minimize the business impact. Monitor and review the Infrastructure Service metrics are consistent with best industry practices. Work closely with stakeholders and external delivery partners to understand the business requirements and drive the development of high-quality technical solutions. Contributed to solution design, identifying innovative solutions to business requirements, driving standardization and re-usability. Collaborate with architecture, infrastructure, security to ensure design and build are fully aligned to business requirements.
Responsible for end-end implementation of multiple cloud products for portfolio of clients on time, delivering experience customers/partners expect. Strong solutioning and presentation skills with small & large groups. Conducting regular status meetings with implementations team and presenting high level reports at steering meetings. Been a People manager managing a team of implementation analysts entrusted with flawless deliveries. Maintains ownership and account updates on escalated tickets until the resolution is provided.
Based on the expertise, evaluated the technology & systems to design systems and assessed the effectiveness of technology implemented. Collaborated with the team to identify and harness technical resources and capabilities required to deliver production and quality metrics as defined by customer management. Defined standards to use, document quality criteria and quality measurement processes, face audits and projects process monitoring. Promoted team work, motivate, coach and develop people in the team to build functional skills and desired behaviors to deliver results. Managed complex scenarios effectively like business risks, multiple vendor issues, code red situations etc. without impacting team adversely.