Mahima Prathaban
Manager - Technical Support Engineering
Hyderabad
Summary
Results-oriented IT professional with 18+ years of industry experience in Technical Support Management and Service Delivery Management, managing upto 120 members. Recognized as a transformative change agent, skilled in adopting and implementing changes. Proven track record of delivering substantial value and cost savings, totaling approximately $500K YoY. Strong focus on KPIs, fostering a Lean and Agile mindset, driving continuous improvement, and championing automation. Proficient in people management, project management (T&M, Managed Services), client management (On & Offshore), multi-vendor coordination, stakeholder engagement, financial management, and risk mitigation.
Overview
16
16
years of professional experience
6
6
years of post-secondary education
10
10
Certifications
Work History
Technical Support Manager
Salesforce
Hyderabad
01.2024 - Current
- Developed and implemented training initiatives for new hires.
- Increased team productivity by implementing an effective ticketing system for tracking cases and monitoring progress.
- Managed escalation procedures by creating workflows to ensure high-priority issues were addressed promptly and effectively.
- Tracked KPIs and created continuous improvement plans.
- Led regular meetings with key stakeholders to discuss ongoing initiatives, challenges, and successes in the support department.
- Analyzed support trends to identify opportunities for product enhancements or additional training resources.
- Developed comprehensive training programs to continuously upskill the technical support team.
- Fostered an environment of continuous improvement through active solicitation of feedback from both customers and internal staff members.
- Improved customer relationships through proactive communication and follow-ups on resolved issues.
- Reduced ticket backlog by implementing efficient case management strategies and prioritization techniques.
- Collaborated with cross-functional teams to identify and resolve systemic product issues.
- Improved Chat wait time from 100+ sec to
- Played pivotal role in workforce management tool adoption (across 6 different teams ) increasing the adoption from
Senior Service Delivery Manager
IBM INDIA PVT LTD
Hyderabad
11.2008 - 01.2024
- Successfully manage operations across multiple locations in the US and India, overseeing a team of 100+ members 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
M.E - VLSI DESIGN
Anna University
Coimbatore 09.2003 - 07.2005
B. TECH - I.T
Madras University
Chennai 09.1999 - 06.2003
Skills
Service Delivery Management
Certification
INS 21 Property and Liability Insurance Principles
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
Additional Information
Interested in Volunteering activities related to Women & Children
Timeline
Salesforce Certified OmniStudio Developer
11-2024
Coaching to be Service Ready (CSP‑M)
11-2024
Salesforce certified AI associate
10-2024
Salesforce Certified Administrator (SCA)
03-2024
Technical Support Manager
Salesforce
01.2024 - Current
Senior Service Delivery Manager
IBM INDIA PVT LTD
11.2008 - 01.2024
M.E - VLSI DESIGN
Anna University
09.2003 - 07.2005
B. TECH - I.T
Madras University
09.1999 - 06.2003
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