Bharat Luthra

Accomplished and passionate Product Support & Operations Professional with 16+ years experience in Product Support team with Customer Centric leading to significant reductions in the resolution times of critical bugs and enhancing the overall customer experience and Building support team from Scratch; seeking assignment as managing & leading Product Support Team or similar assignments with organizations of high repute. To seek the challenging position in Information Technology industry that needs innovation, creativity, dedication and enable me to continue to work in a challenging and fast-paced environment, leveraging my current knowledge and fostering creativity with many learning opportunities. I intend to establish myself as an asset to the organization through a long-time commitment, contributing to the company's growth and in turn ensuring personal growth within the Organization.

Experienced Senior Technical Support Manager with 16+ years of experience in the software industry and production support. Versatile Senior Manager specializing in Customer Success and skilled at planning, implementing, and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information and pursuing new professional challenges with a growth-oriented company. Forward-thinking Senior Manager is adept at managing teams of ~100 employees with 15 direct reports to accomplish challenging objectives. Imparts clear vision to guide cohesive, high-performing teams. Enterprising and trustworthy SEASONED LEADER IN PRODUCT SUPPORT & SERVICES with excellent relationship management skills and who has effectively contributed to achieving organizational goals, enhancing organizational processes through initiatives geared towards lowering risk, heightening productivity & improving internal controls, with an analytical bent of mind and proven track record of stamping success in uncertainties & challenges across Product Support, Customer Satisfaction, Escalation Handling, Resource planning, Operations, Team Leadership, Support & Service. Experienced and Visionary Senior Manager with a track record in Product Support, Operations, Strategy, and Driving seamless operational excellence, elevating customer satisfaction, and optimizing business processes. People Manager who leads by example; nurtures team members, and fuels employee productivity & performance through impactful training, mentoring, and leveraging a motivational leadership style. As a trailblazer and inclusive leader, my dedication lies in achieving organizational goals and delivering exceptional service. Throughout my career, I've demonstrated proficiency in building support teams, executing projects, designing software applications, and offering troubleshooting and support in critical production environments. I have hands-on experience in maintaining and supporting software applications post-implementation, ensuring smooth operations for end-users. Beyond technical acumen, my background in program and project management shines through effective oversight of operations, service delivery, and application support teams. I leverage ITSM tools, and excel in SLA management, incident and change management, and problem management, fostering a collaborative work environment with a focus on high performance. I have worked with a diverse range of tools and technologies, including MuleSoft, RabbitMQ, Splunk, New Relic, Data Dog, Data Grip, AWS (EC2, SE, Cloud Watch), Postgres, Couchbase, No SQL, SQL/PL SQL, Jenkins, Bit Bucket, Rest APIs, SSO (Okta, WebEx, Oracle Database), Elastic Search, Weblogic Middleware, Salesforce CRM, OBIEE, BI Publisher, Linux, and Windows. My analytical, organizational, and planning skills have enabled me to consistently achieve outstanding results. I am passionate about driving process improvement and adopting lean methodologies to enhance efficiency and optimize performance.

• Certified Support Manager - Service Strategies
• MULESOFT CERTIFIED Developer - MuleSoft
• Leaders of Individual Contributors: Foundations - Salesforce
• All Star Ranger Salesforce TrailHead Academy
• PMP Certification Training Course - PM Expert
• Business Administration Specialist - Salesforce Trailhead Superbadges
• Critical Thinking Workshop - Cvent
• Transformational Leadership - LinkedIn
• Building a Coaching Culture: Improving Performance Through Timely Feedback - LinkedIn
• Effective Listening - LinkedIn
• Cloud Foundations - Great Learning
• Making Quick Decisions - LinkedIn
• Project Leadership - LinkedIn
• Business Analyst and Project Manager Collaboration - LinkedIn
• Managing Organizational Change for Managers - LinkedIn
• Embracing Change (2014) - LinkedIn