Mallinath Hattarki
Manager - Service Management | Project | Digital Products
Pimpri-Chinchwad
Summary
Accomplished IT leader with over 15 years of progressive experience in IT Program Management, Digital Transformation, Enterprise Integrations, and Service Delivery. Demonstrated expertise in driving infrastructure transitions, integrating cloud-native solutions, and leading complex BI migrations. Proven track record in product lifecycle management, vendor negotiations, budget control, and cross-functional team leadership. Skilled at aligning IT strategy with business outcomes through platforms such as ServiceNow, BMC Remedy, AWS, and Power BI. Certified in AWS, ITIL, Lean Six Sigma, SAFe Product Owner, and Agile/DevOps methodologies.
Overview
15
15
years of professional experience
3
3
years of post-secondary education
8
8
Certifications
Work History
Domain Lead, Program Manager – Digital Enabling Platforms
KONE Elevator India Pvt. Ltd.
07.2021 - Current
- Defined and executed global support strategy aligned with KONE business goals, customer success metrics (CSAT, NPS), and operational efficiency across On-premise and cloud-based platforms for Mulesoft, AWS Cloud, Business Intelligence, Robotics process Automation and Appian (Now Power Platforms).
- Led and scaled a geographically distributed support team (All different Levels) of 100+ members including KONE and Vendor resources, with a focus on performance metrics, career development, and regional alignment.
- Built a high-performing team culture rooted in collaboration, accountability, and continuous improvement through coaching, performance management, and cross-regional knowledge sharing.
- Developed strategic plans for cloud support operations, ensuring scalability, availability, and readiness for business growth and increased customer complexity.
- Partnered with executive leadership to align cloud support goals with overall product and business strategies, ensuring measurable outcomes.
- Owned and resolved high-priority escalations, acting as the senior escalation point and collaborating with Product, Engineering, and Customer Success to drive resolution and customer advocacy.
- Implemented proactive monitoring, feedback loops, and root cause analysis to improve issue detection, response times (FRT, TTR), and long-term platform reliability.
- Established and tracked SLAs, KPIs, and support metrics, driving improvements in operational efficiency, customer satisfaction, and service delivery.
- Drove tooling strategy and automation initiatives, ensuring support systems are scalable, efficient, and integrated across cloud services and internal platforms.
- Ensured cross-functional collaboration with Product Management, Engineering, and Sales to translate customer needs into actionable insights and supportable product features.
- Managed departmental budgets and resource forecasting, optimizing staffing, training, and cloud support infrastructure investment for maximum ROI.
- Ensured compliance with security, legal, and data privacy standards, collaborating with InfoSec teams to address vulnerabilities and maintain trust in cloud environments.
- Delivered executive-level reporting on customer support operations, performance metrics, resource utilization, and incident trends to support strategic decision-making.
- Defined and executed global cloud integration and support strategies aligned with business goals, customer experience metrics, and operational efficiency across regions.
- Led and mentored cross-functional teams across Digital Enabling Platforms for India, Europe, and the US, supporting platform migration from MuleSoft to AWS native services, Business Intelligence, RPA.
- Built reusable, scalable microservices architecture using AWS (Lambda, API Gateway, Step Functions) to streamline operations and improve integration reliability.
- Drove cloud support efficiency by implementing automation, observability, and performance monitoring practices using AWS CloudWatch and centralized logging.
- Established performance KPIs and SLAs for integration reliability and response time; proactively identified and resolved issues to minimize business impact.
- Collaborated with senior leadership to align cloud integration support with global digital transformation goals and product roadmap planning.
- Acted as the escalation point for critical integration issues, driving root cause analysis and implementing preventive measures for recurring problems.
- Enabled continuous improvement through incident reviews, feedback loops with engineering teams, and standardization of support processes.
- Contributed to cloud support tooling strategy, including evaluation, adoption, and enablement of efficient, automated support workflows.
- Managed integration resource planning and cloud support priorities across multiple business domains (PDM, Salesforce CRM, EWA, FSM, SAP).
- Ensured compliance and data security standards during employee data validation processes across global systems like Workday and Concur.
- Provided regular reporting to leadership on support operations, issue resolution metrics, and platform stability across AWS-based systems.
- Promoted a culture of ownership, agility, and accountability, encouraging collaboration and knowledge sharing among geographically distributed teams.
- Led continuous improvement initiatives by conducting post-incident reviews, implementing corrective actions, and scaling support operations in line with global growth and product expansion.
- Leading multi-disciplinary digital programs across infrastructure, enterprise integrations, BI platforms, and customer onboarding.
- Managing integration migration from MuleSoft to AWS native services, ensuring enhanced scalability and cost-efficiency.
- Driving Qlik Sense to Power BI migration, standardizing data visualization across business units.
- Overseeing product lifecycle, operations, and platform enhancements across integration and analytics services.
- Leading vendor strategy, budget ownership, contract negotiations, and ensuring service continuity.
- Mentoring and up skilling cross-regional teams; executing people development initiatives.
Technical Operations Manager – IT Service & Cloud Infrastructure
Capgemini Technology Services
04.2017 - 07.2021
- Captured technical and business requirements, created solution architectures, and delivered demos.
- Authored design documents, RFP responses, PoCs, and feasibility studies.
- Maintained RAIDE logs and drove solution viability with stakeholders.
- Managed service transitions (up to €5M) across geographies, providers, and delivery models.
- Deployed ServiceNow-based Managed Services Platform (Enterprise & Multitenancy).
- Led configuration/service management transformation via the Digital Ops Platform.
- Delivered 20+ projects ($150K each) in Banking, Shipping, Transport, and Manufacturing.
- Conducted risk analysis, stakeholder communication, and agile project tracking.
- Built and coached global teams, ensuring knowledge transfer and cost-efficient operations.
- Designed and delivered enterprise monitoring and ITSM solutions for Cloud Infrastructure Services.
- Deployed ADDM Discovery integrated with centralized CMDBs.
- Designed AIOps-ready monitoring with IBM Tivoli, CA Spectrum, Splunk, IPSoft, and Netcool.
- Built scalable ITSM systems aligned with ITIL best practices.
- Enabled infrastructure tool communication by managing VPN/firewall setups.
- Served as Technical Architect for onboarding projects and multi-tenant ITSM configurations.
- Conducted ITSM gap analysis and platform optimization for ServiceNow and BMC Remedy.
- Customized ServiceNow modules (ITSM, CMDB, Discovery) and handled integration efforts.
- Developed ServiceNow integrations using SSO, LDAP, APIs, Mid Servers.
- Delivered agile-based implementations and end-to-end solution design reviews.
Senior Platform Systems Admin – Remedy OnDemand
BMC Software
06.2012 - 04.2017
- Delivered over 50+ high-performance, scalable BMC Remedy ITSM deployments in multi-tenant environments.
- Spearheaded 100+ SaaS client onboarding and supported multiple Remedy On Demand implementations.
- Led data center migrations for over 300+ Remedy on Demand environment with minimal downtime and zero data loss, ensuring business continuity.
- Optimized Remedy configurations for performance, usability, and compliance.
- Acted as a liaison between product teams and clients for onboarding, migration, and post-deployment success.
- Implemented and managed BMC Remedy environments on Windows/Linux (CentOS).
- Installed Remedy ARS, Midtier, ITSM modules, Smart Reporting, HR Case Management.
- Developed SSO, SAML, LDAP integrations, CMDB automations, and monitoring connectors.
- Resolved Remedy AR and Midtier issues; improved uptime and client experience.
- Led Remedy On Demand onboarding and authored scalable deployment documentation.
- Collaborated with R&D teams for new product rollouts.
- Designed resilient Remedy infrastructure with DR and performance improvements.
- Managed data center migrations to BMC-owned facilities.
System Analyst – Tools and Automations
Unisys Global Services
04.2010 - 06.2012
- Provided Level 1 ITSM support, ensuring consistent Business-As-Usual (BAU) operations.
- Administered multi-tenant BMC Remedy platforms, meeting SLA benchmarks and maintaining uptime.
- Designed and deployed bespoke monitoring solutions, improving proactive issue detection and response.
Education
Bachelor of Science -
Gulbarga University
Gulbarga, Karnataka 01.2007 - 01.2010
Skills
- Program management expertise
- Product lifecycle management
Service Management
Service Transition
- Vendor & Contract Management
- Cross-functional Collaboration & Executive Reporting
- Project Management: Jira, Confluence
Customer engagement
Operational excellence
Portfolio management
Project governance
Cost control, Program budgeting
Business analysis
Scrum master
Business requirements
Key performance indicators
Lean principles
Stakeholder management
Technical leadership
Cross-functional team leadership
Agile methodology
Websites
Certification
AWS Certified Solutions Architect – Associate
Tools And Technologies
ServiceNow, BMC Remedy, ADDM, AWS (EC2, S3, CloudWatch), Azure, SolarWinds, Splunk, Nagios, Power BI, Qlik Sense, MuleSoft, AWS APIs, REST APIs, Python, Jira, Confluence
Key Projects And Achievements
- Integration Migration Project: Migrated Over 400+ MuleSoft integrations to AWS.
- Business Intelligence Platform Migration: Migrated 300+ Qlik Sense based BI dashboards to Power BI enterprise platform.
- Delivered cloud-first Digital Ops Platform with AIOps, CMDB, Automation.
- Consolidated ServiceNow/Remedy instances into unified tenants.
- Directed disaster recovery implementations for integration and visualization platforms.
- Delivered 100+ automation projects with $150K+ in savings using AI/ML-driven tools.
Timeline
Domain Lead, Program Manager – Digital Enabling Platforms
KONE Elevator India Pvt. Ltd.
07.2021 - Current
Technical Operations Manager – IT Service & Cloud Infrastructure
Capgemini Technology Services
04.2017 - 07.2021
Senior Platform Systems Admin – Remedy OnDemand
BMC Software
06.2012 - 04.2017
System Analyst – Tools and Automations
Unisys Global Services
04.2010 - 06.2012
Bachelor of Science -
Gulbarga University
01.2007 - 01.2010
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