Munish Awasthi
Senior Manager – Operations | Cloud Ops | SaaS | Global Operations
Delhi/NCR
Summary
Customer Success and Operations Leader with 18+ years of experience driving large-scale SaaS, and cloud operations for global media organizations. Proven expertise in owning customer outcomes, managing high-performing global teams, and delivering 24×7 mission-critical services with strong SLA adherence. Adept at translating customer needs into scalable operational solutions, improving service reliability, and strengthening long-term customer partnerships across OTT, FAST, VOD, and linear broadcast ecosystems.
Forward-thinking Senior Manager adept at managing teams of 85 employees with 8 direct reports to accomplish challenging objectives. Imparts clear vision to guide cohesive, high-performing teams.
Overview
24
24
years of professional experience
Work History
Senior Manager – Customer Success & Operations
Amagi Media Labs
07.2022 - Current
- Own a portfolio of 50+ global enterprise customers, driving retention, adoption, and revenue expansion across SaaS-based OTT, FAST, and cloud playout platforms.
- Maintain GRR above 95%+, minimizing churn through proactive engagement, risk identification, and success planning. (customize)
- Lead end-to-end customer lifecycle management, including onboarding, success planning, & renewal strategy.
- Establish and run QBRs / MBRs, aligning platform performance with customer business goals and identifying growth opportunities.
- Drive customer health scoring frameworks, leveraging SLA, uptime, usage, and incident trends to predict and mitigate churn risks.
- Act as executive escalation owner for P1/P0 incidents, ensuring rapid resolution, strong communication, and customer confidence.
- Partner with Sales to support renewals and expansion, contributing to revenue growth and account development.
- Collaborate with Product & Engineering to influence roadmap based on customer feedback.
- Lead and scale a global team (80+), aligning delivery with customer success outcomes and business KPIs.
Manager – Broadcast Operations (Customer-Facing Role)
Tata Play Ltd
11.2008 - 07.2022
- Managed 100+ channel portfolio, ensuring high-quality service delivery across DTH, OTT, and VOD platforms.
- Led incident management and escalation handling, minimizing impact on end customers and business operations.
- Drove process improvements and reporting frameworks, enhancing operational transparency and performance tracking.
- Progressed from junior to managerial role, demonstrating ownership, leadership, and customer-focused execution.
Earlier Experience – Broadcast & Operations
01.2002 - 01.2008
- Built foundational expertise in broadcast operations, live transmission, and system reliability, supporting large-scale media environments.
Education
Bachelor’s Degree -
University of Delhi
Diploma - Video Editing & Sound Recording
AAFT
Certification - Data Science
01-2019
Skills
Customer Success & Lifecycle Management
Global Operations Leadership (24×7)
Large-Scale Team Management & Workforce Planning
SLA, KPI, MTTR & Incident Governance
Cloud Playout, OTT, FAST & VOD Operations
SaaS Service Delivery & Platform Operations
Stakeholder, Client & Executive Engagement
Process Excellence, Automation & Continuous Improvement
Timeline
Senior Manager – Customer Success & Operations
Amagi Media Labs
07.2022 - Current
Manager – Broadcast Operations (Customer-Facing Role)
Tata Play Ltd
11.2008 - 07.2022
Earlier Experience – Broadcast & Operations
01.2002 - 01.2008
Diploma - Video Editing & Sound Recording
AAFT
Certification - Data Science
Bachelor’s Degree -
University of Delhi
TOOLS & PLATFORMS
- CRM & Support: Freshdesk, Salesforce
- SaaS & Cloud Platforms: OTT, FAST, VOD ecosystems
- Data & Reporting: Advanced Excel, KPI dashboards
- Broadcast Systems: iTX, EVS, Avid, Omneon
PERSONAL DETAILS
- Date of Birth: 21 May 1984
- Marital Status: Married