Mahima Prathaban
Sr.Manager - Technical Support Engineering
Hyderabad
Summary
Results-driven IT leader with 20 years of experience in Technical Support and Service Delivery Management, specializing in servicing major US-based Insurance and Retirement enterprises. Known for managing high-performing teams of up to 120 members and driving operational transformations, I have consistently delivered $500K+ in annual cost savings through strategic initiatives, automation, and process optimization. Adept at managing complex, multi-vendor environments, I bring deep expertise in people leadership, project execution (T&M and managed services), client engagement across onshore/offshore models, KPI-driven delivery, stakeholder alignment, financial control, and risk management—ensuring continuous improvement and operational excellence.
Overview
20
20
years of professional experience
9
9
Certificates
Work History
Sr Manager, Technical Support Engineering
Salesforce
Hyderabad
2024.01 - Current
- Led the Industry Cloud APAC team supporting around 20 vertical-specific products including Financial Services Cloud, Health Cloud, Public Sector Solutions, and OmniStudio.
- Tracked and analyzed key performance indicators (KPIs) such as CSAT, Time to Resolution (TTR), Escalation Rate, and Reopen Rate; built targeted continuous improvement plans based on findings.
- Improved team productivity by introducing a robust case tracking and progress monitoring framework.
- Drove escalation management effectiveness by designing workflows that ensured timely and structured handling of high-priority issues.
- Analyzed support trends to identify opportunities for product enhancements and additional training resources.
- Collaborated with cross-functional teams, establishing a weekly cadence with Product to resolve systemic issues and reduce unnecessary investigations by 20% within two months.
- Partnered with Customer Success Managers to align support initiatives with Signature customer roadmaps, proactively contributing to successful implementations.
- Championed workforce management tool adoption across six teams, driving adoption from 20% to 100% in six months.
- Led training and onboarding initiatives for new hires and launched continuous upskilling/cross-skilling programs for technical support staff.
- Improved Chat wait times from over 100 seconds to under 20 seconds in just two months through case routing and staffing optimization.
- Advanced Customer Zero Adoption by driving usage of Agentic AI tools like Knowledge Article creation,Case Summaries and UCF within the team.
- Reduced ticket backlog by implementing streamlined case management strategies and prioritization techniques.
- Responsible for hiring, performance evaluations, promotions, and terminations of team members
- Introduced a cross-geo initiative to empower Women employees and successfully delivered monthly sessions covering various topics.
Senior Service Delivery Manager
IBM INDIA PVT LTD
Hyderabad
2008.11 - 2024.01
- Successfully managed operations across multiple locations in the US and India, overseeing a team of 120 members including 8 managers in a Fixed Price & Managed Services model with an annual budget of $20Mn
- Maintain a consistent high CSAT score and ensure 100% compliance with SLAs and KPIs according to SOW
- Develop and maintain comprehensive resource plans, contingency plans, skill matrix, risk assessments, cross-training initiatives, rotation plans, financial plans, and succession plans
- Led cross-functional teams to achieve project goals on time and within budget. Lead end-to-end operations for projects spanning various technologies, including Legacy systems (Mainframe), Distributed applications (.Net, Unix), Information management (DB, DS, Cognos, AWS Cloud), and QE
- Foster a culture of lean thinking, continuous improvement, and innovation, resulting in approximately $500k in cost savings for clients annually and the creation of reusable assets
- Introduce Agile practices into the AMS ecosystem, coaching and building Agile teams using Kanban and Scrum methodologies
- Monitor key performance indicators, such as CFD, bottleneck identification and elimination, workload tracking, throughput, lead time, and SLO, while performing ticket analytics using tools like VTB (Service Now), Splunk, and Power BI
- Ensure transparent communication of team progress and successes to stakeholders
- Establish and manage strong customer relationships
- Provide regular weekly and monthly reports to senior management at IBM and the client side, including VPs and Directors
- Responsible for hiring, performance evaluations, promotions, and terminations of team members
- Conduct structured coaching and performance improvement programs for direct reports based on performance
- Make compensation hike decisions during appraisals for both direct and indirect reports
Education
Executive Education - Women's Leadership Programme
Indian School of Business
Hyderabad 2001.04 -
M.E - VLSI DESIGN
Anna University
Coimbatore 2003.09 - 2005.07
B. TECH - I.T
Madras University
Chennai 1999.09 - 2003.06
Skills
Service Delivery Management
Project Management
People Management
Customer support management
Team building
Incident management
Effective communication
Operations management
Interpersonal skills
Certification
Certified Scrum Master (CSM)
Additional Information
Interested in Volunteering activities related to Women & Children
Timeline
Sr Manager, Technical Support Engineering
Salesforce
2024.01 - Current
Senior Service Delivery Manager
IBM INDIA PVT LTD
2008.11 - 2024.01
M.E - VLSI DESIGN
Anna University
2003.09 - 2005.07
Executive Education - Women's Leadership Programme
Indian School of Business
2001.04 -
B. TECH - I.T
Madras University
1999.09 - 2003.06
Awards
- Tango Awardee for Jan'2025
- Manager choice awards - 2014, 2015, 2016, 2018, 2019, 2020, 2021, 2022, 2023
- Consistently rated among top talent in IBM
- Pru Star award for 2017
- Eminence and Excellence SPARK award for 2017
- Pru Sr-Talent Award (Agile) for 2018-19
- Eminence and Excellence award for Best People manager for 2019
- Client and Partner Success Award – 2022