Hitesh Mandhyan
Bangalore
Summary
Seeking a challenging career with an organisation that will provide an opportunity to develop personal and technical skills.
Overview
7
7
years of professional experience
Work History
Supportability Program Manager
UiPath
08.2023 - Current
- Led serviceability projects by identifying pain points in tech support operations and driving improvements to enhance usability and maintainability.
- Managed cross-functional collaboration between engineering, support, product management, and operations to streamline supportability workflows.
- Reviewed development bug databases and worked closely with support teams to improve troubleshooting efficiency and issue resolution times.
- Developed and maintained technical documentation, training materials, and knowledge base content to empower internal teams and customers.
- Analyzed top customer issues, operational feedback, and incident trends to drive process enhancements and automation.
- Advocated for serviceability best practices during the product lifecycle, influencing design and test plans to minimize support gaps.
- Defined and tracked key performance indicators (KPIs) such as mean time to resolution (MTTR) and support case deflection rates.
- Participated in launch planning with development, legal, and marketing teams to assess and mitigate product support risks before releases.
- Spearheaded automation initiatives to reduce manual intervention in support and troubleshooting processes.
- Provided detailed analysis and business solutions to enhance service reliability and customer satisfaction.
Product Supportability Engineer
Twilio
06.2022 - 07.2023
- Constructed an evidence-based business case for significant R&D changes.
- Directed proactive and predictive measures (auto-healing, deflection, error codes), as well as reactive measures (bug fixes).
- Drove the team to deliver release roadmaps and build comprehensive views of the R&D release pipeline through engagement with the Product team using data analytics.
Product Serviceability Engineer
Nutanix
08.2021 - 05.2022
- Developed Business Requirement documents to drive Serviceability improvements in the product.
- Defined and drive changes to our product with the Engineering teams through PRD reviews, validation testing and attending regular standups Provide input to Engineering on new products early in the NPI cycle to improve serviceability and diagnostic functions.
- Developed troubleshooting guides by collaborating with Engineering and Support teams.
- Work closely with Release Management on all SW releases.
- Performed data analytics on bug tracking using tableau. Review test plans and provide input to ensure field issues and other known gaps are included in test automation scripts and results are continually assessed Lead release criteria testing phase, document test plans/results, track bugs found and monitor bug fix rate.
- Check for customer found defects and work with Engineering on prioritizing which ones need to be backported to applicable release trains
- Keep management informed of key issues and changes that may impact expected business results
Systems Reliability Engineer
Nutanix
01.2019 - 08.2021
- Specialised in technologies like HCI, disaster recovery and networking.
- Troubleshoot, debug and diagnose customer issues encountered and also improve serviceability of the product by testing new features and improving product documentation.
- Leading an internal project team of 6 SREs, Aeon Portal used for SRE learning and internship tracking.
- Took AOS Training for the SRE-Interns 2021 and DR Metro training for APAC-India DR team.
- Regular contributor to .NEXT community to improve product documentation and help in case deflection.
- Winner of Star Award Q1 FY2021 for teamwork
Skills
Technical Skills
- Core Infrastructure & Systems
Virtualization Networking Linux Disaster Recovery Enterprise SaaS Environments
- Hypervisor & Platform Technologies
Nutanix AHV
- Automation & RPA
RPA – Automation UiPath Automation Cloud UiPath Studio
- AI & Intelligent Automation
Agentic Orchestration Document Understanding
- Analytics & Visualization
Tableau Power BI
- Enterprise Tools & Platforms
Jira Confluence Salesforce Zendesk SendGrid
- Development & AI Tools
Claude Code
Serviceability & Enablement
- Product & Serviceability Engineering
Product Validation Release Readiness Diagnostic Tooling Root Cause Analysis (RCA)
- Automation & Optimization
Diagnostic Automation Auto-remediation Workflow Automation
- Support & Field Enablement
Troubleshooting Guide Development Knowledge Base Creation Support Readiness & Training Enablement
Cross-functional Knowledge Transfer Documentation for Global Support Teams
Education
B.Tech - COMPUTER SCIENCE
Vellore Institute of Technology
Vellore07-2019
AISSCE (Class XII) - PCM
Padwawati Academy
Bareilly07-2014
Skills
Technical Skills
- Core Infrastructure & Systems
Virtualization Networking Linux Disaster Recovery Enterprise SaaS Environments - Hypervisor & Platform Technologies
Nutanix AHV - Automation & RPA
RPA – Automation UiPath Automation Cloud UiPath Studio - AI & Intelligent Automation
Agentic Orchestration Document Understanding - Analytics & Visualization
Tableau Power BI
- Enterprise Tools & Platforms
Jira Confluence Salesforce Zendesk SendGrid - Development & AI Tools
Claude Code
- Product & Serviceability Engineering
Product Validation Release Readiness Diagnostic Tooling Root Cause Analysis (RCA) - Automation & Optimization
Diagnostic Automation Auto-remediation Workflow Automation - Support & Field Enablement
Troubleshooting Guide Development Knowledge Base Creation Support Readiness & Training Enablement
Cross-functional Knowledge Transfer Documentation for Global Support Teams
Timeline
Supportability Program Manager
UiPath
08.2023 - Current
Product Supportability Engineer
Twilio
06.2022 - 07.2023
Product Serviceability Engineer
Nutanix
08.2021 - 05.2022
Systems Reliability Engineer
Nutanix
01.2019 - 08.2021
AISSCE (Class XII) - PCM
Padwawati Academy
B.Tech - COMPUTER SCIENCE
Vellore Institute of Technology