Harishankar Selvaraj

Orchestrating Business Operations

Managed and maintained request and incident response times within SLA guidelines for a Diamond account with a monthly recurring revenue (MRR) of $3 million. This responsibility involved coordinating various business operations to ensure prompt and efficient service delivery.

Incident Management

Served as the primary liaison between customers and technical teams during priority and major incidents, ensuring timely updates to both customers and leadership while adhering to SLA requirements. Provided comprehensive root cause analysis (RCA) reports to customers upon incident resolution and collaborated on preventive measures to mitigate future recurrences.

Team Management

Oversee the account by collaborating with a designated team of technical engineers from across functions, I display strong leadership qualities while offering support for customer requests and team member requirements by removing obstacles for the team. I take accountability in driving daily operations calls to align efforts, facilitate coordination for upcoming changes, and address any impeding issues and prioritizing tasks to ensure seamless support for customer.

Participating in Customer Engagement

Actively participated in periodic customer site visits for annual business reviews and in-person external stakeholder engagement. This involvement fostered strong relationships and facilitated open communication with clients.

Maintaining Contractual Support

Kept detailed accounts of multiple change orders (CO) and statements of work (SOW) to ensure easy accessibility and reference to contractual support guidance. This practice enabled the team to provide accurate and timely support based on agreed-upon terms.

Data Driven Strategy

Analyzed customer data to identify trends and develop strategies aimed at improving customer success metrics. This data-driven approach allowed for informed decision-making and the implementation of targeted initiatives to enhance overall customer satisfaction.

Facilitating Upsells

Played a key role in facilitating successful upsells by demonstrating the value of additional products, such as pHANA nodes, based on the capacity requirements of resource-intensive SAP systems. This initiative contributed to increased revenue and strengthened customer relationships.

Driving Process Improvements

Instrumental in driving monthly sprints for the release and implementation of server and database patching and upgrades. This proactive approach ensured the continuous improvement and optimization of the client's IT infrastructure.

Maintaining Access Management

Responsible for maintaining access management on customers' enterprise systems for key resources as part of client security guidance. This practice upheld strict security protocols and safeguarded sensitive information.

Operational Governance Improvement

Led process improvement and problem-solving efforts to create standard procedures and escalation policies for the customer support team. This initiative streamlined operations, enhanced efficiency, and improved overall customer satisfaction.

Incident Management

Delivered support for P1 and P2 incidents by effectively aligning the appropriate resources and ensuring compliance with SLA requirements for timely resolution.

Ensuring Smooth Transitions

Facilitated smooth transitions between sales representatives and assigned Customer Success Managers following deal closures, ensuring continuity of service and a positive customer experience.

Account Management

Owned and managed as pooled delivery for small ACV accounts ranging between $50k - $720 without designated CSM, by providing incident management and account management support, thereby enabling value for basic service offering.

Managing Capacity Planning

As an SAP partner for a high-value account, played a key role in managing monthly capacity planning trends in collaboration with SAP service delivery leads. This strategic involvement ensured optimal resource allocation and service delivery.

Overseeing Asset Management

Oversaw the management of SKUs for each virtual machine (VM), identifying upsell opportunities and capacity planning adjustments, in addition to fulfilling other account management responsibilities. This proactive approach contributed to maximizing account value.

Conducting Monthly Operations Reports

Facilitated and conducted monthly operations reports with C-suite executives for a portfolio of mid- to high-value accounts. This engagement provided critical insights and strengthened relationships with key stakeholders.

Supporting Multilingual Client Communication

Gained experience in facilitating interpreter-enabled calls for Japanese and Italian clients during their offboarding process as they migrated to Microsoft Azure. This support ensured clear communication and a smooth transition for clients with diverse language needs.

Customer Satisfaction and NPS

Dedicated to enhancing customer satisfaction by actively listening to client feedback and implementing tailored solutions that meet their needs. Committed to driving improvements in customer Net Promoter Score (NPS) through exceptional service delivery and proactive engagement strategies.

Premier Support

Efficiently addressed priority tickets and facilitated mission-critical part replacements for server hardware, ensuring minimal downtime and maintaining operational continuity for clients by standing as mediator with technical team and stakeholders. This proactive approach prioritized urgent issues, demonstrating a commitment to high-quality service and customer satisfaction.

Cross functional Coordination

Collaborated closely with sales account executives and technical teams to provide customized system configurations and tailored solutions that addressed specific customer requirements. This cross-functional coordination ensured the delivery of comprehensive and optimized IT solutions that met the unique needs of each client.

Preventive Measures

Provided guidance on addressing vulnerabilities in hardware firmware through proactive preventive measures, ensuring timely updates and patches to enhance security and mitigate risks.

Project Contributions

In-House Tool Development : Played a key role in creating an in-house tool that automates preventive system health checks and sequential issue diagnosis on PCs, reducing processing time from 90-120 minutes to just 20-50 minutes.

Process Design Support : Contributed to the design of a sequential troubleshooting process for common issues, enabling the support team to enhance efficiency and reduce the average mean time to resolution from 38 minutes to 16 minutes.

User Experience Enhancement : Significantly improved the user experience on the drivers portal by collaborating with various stakeholders to optimize the repository of drivers and firmware. This initiative increased direct portal usage from 22% to 79%.

Key Performance Indicators

• Planning and Design : Focused on strategic planning and design to ensure project alignment with business goals.
• Time and Materials (T&M) and ROI Determination : Evaluated time and materials alongside return on investment to inform decision-making.
• Implementation and Go-Live : Led the successful implementation and launch of new tools and processes.
• Adoption Campaigns : Executed targeted campaigns to drive adoption of newly launched tools among users.
• Continuous Improvement : Committed to ongoing development and execution of improvements to enhance operational efficiency and effectiveness.

• Subject Matter Expert : Recognized expert in Dell PowerEdge servers and Hyper-Converged Infrastructure (HCI) appliances, with extensive knowledge of their deployment and management.
• Dell certified in virtualization concepts and cloud computing, encompassing storage, networking, and cloud GPU technologies.
• Technical Proficiency : Specialized in Infrastructure as a Service (IaaS) environments and data center coordination, providing Remote Hands and Eyes Support (RHES).
• Operating System Installation: Skilled in the installation of operating systems, both bare metal and hypervisors, for Linux and Windows platforms.
• Enterprise Storage Expertise: Proficient in diagnosing and resolving RAID and RAID controller issues, as well as restructuring broken arrays to ensure data integrity and availability.
• CRM Management: Experienced in managing cases, requests, and break-fix scenarios using Salesforce and Siebel CRM systems, effectively meeting service level agreements (SLAs) for response and resolution times, as well as minimizing dispatch repeat ratios.
• Upsell Experience : Aided in sales processes to fulfill customer requirements, including server parts, warranty services, and new hardware builds, driving upsell opportunities and demand creation.
• Technical Coaching: Provided technical coaching to new team members, facilitating their learning and accelerating their integration into the team.

• Served as a technical expert for the Consumer and Small Medium Business (CSMB) segment, providing comprehensive software and hardware support,
• Achieved certification as an Advanced Resolution Expert from Dell.

• Assisted in the technical enablement of Internet Banking during its transformation phase to enhance consumer adoption.

• Provided offshore IT service desk support for Internet Service Provider (ISP) clients, delivering efficient technical assistance and enhancing customer satisfaction.