Rohit Burhade
Bengaluru
Summary
Technical Delivery and Customer Operations Leader with 16+ years of experience building and scaling global SaaS support and delivery organizations across cloud platforms. Proven success leading distributed teams across AMER, EMEA, and APAC, driving implementation readiness, operational governance, automation, AI adoption, and customer success. Experienced in building high-performing technical organizations, establishing scalable delivery processes, improving utilization, and delivering measurable improvements in quality, operational efficiency, and customer satisfaction. Strong background partnering with engineering, product, professional services, and customer success organizations to deliver enterprise software solutions at scale.
Overview
16
16
years of professional experience
Work History
Senior Manager Technical Services
Manhattan Associates
09.2019 - Current
- Lead global SaaS service delivery supporting enterprise cloud platforms across AWS, GCP, and OCI for 200+ global customers.
- Manage geographically distributed technical teams delivering onboarding support, implementation readiness, operational governance, and production service excellence.
- Drive executive reviews for major customer escalations, deployment readiness, and continuous service improvement initiatives.
- Partner with Product, Engineering, Customer Success, and Professional Services to coordinate enterprise customer deployments and post-implementation success.
- Standardized operational governance using KPI dashboards, utilization tracking, SLA reporting, and automation, improving delivery predictability.
- Introduced automation and AI-assisted operational workflows that reduced MTTR by 30% while improving team productivity and customer experience.
Senior Technical Support Engineer
A10 Networks
01.2018 - 09.2019
- Resolved complex technical issues to strengthen product adoption and customer success, ensuring A10 product availability across AWS, GCP, Azure, and Alibaba Cloud marketplaces.
- Led cloud deployments and implemented A10 product solutions, achieving seamless integration and operational stability for global clients.
- Delivered secure, scalable multi-cloud infrastructure solutions across AWS, GCP, Azure, Kubernetes, and Docker, enhancing operational capabilities for enterprise customers.
Cloud Engineer
Tata Communications
04.2017 - 01.2018
- Managed incident resolution and escalated critical issues to restore services promptly and improve customer satisfaction.
- Designed cloud infrastructure solutions for diverse client needs.
- Managed cloud deployment processes using automation tools.
- Collaborated with cross-functional teams to enhance service delivery.
Technical Support Engineer
CompuCom Systems
10.2013 - 04.2017
- Implemented load balancing solutions using ELB and HAProxy along with DNS management practices to enhance system availability and performance.
- Managed change, problem, and incident management processes to maintain operational continuity and facilitate timely issue resolution.
- Administered UNIX environments, including Red Hat Linux and Solaris, and coordinated VMware operations to uphold system reliability and stability.
Senior Software Engineer
Persistent Systems
12.2012 - 10.2013
- Directed troubleshooting and escalation processes for critical issues, ensuring rapid resolution and maintaining uninterrupted business operations.
- Performed infrastructure monitoring and optimization, enhancing system efficiency and ensuring operational stability.
- Administered IBM S-Blade server infrastructure, ensuring high availability and reliable operational performance.
System Engineer
Atos
08.2010 - 12.2012
- Managed enterprise UNIX environments, including Red Hat Linux and Solaris, and VMware infrastructure operations, achieving high system reliability and operational stability.
- Oversaw change, problem, and incident management processes, improving operational efficiency and ensuring seamless service delivery.
Education
Bachelor of Science (B.Sc.) - Computer Science and Technology
Savitribai Phule Pune University
01-2009
Skills
- Cloud & Infrastructure
- Multi-Cloud Platform Support
- Cloud Deployment
- Process Automation
- Service Delivery
- Service Operations
- Support & Service Management
- Escalation Management
- Client Engagement
- Client Relationship
- Customer Experience
- Leadership
- Technical Support
Notable Accomplishments
- Reduced critical incident recurrence by 35% through implementation of proactive monitoring frameworks, predictive alerting mechanisms, and structured problem management practices.
- Improved platform provisioning efficiency by 45% by leading Infrastructure-as-Code (IaC) adoption initiatives using Terraform and cloud-native automation frameworks.
- Achieved 98% success rate in change management and production deployments by strengthening release governance, deployment validation, and rollback management processes.
- Increased operational productivity by 40% through implementation of centralized monitoring dashboards, automated reporting systems, and workflow optimization initiatives across support operations.
- Introduced AI-assisted operational workflows to improve troubleshooting, knowledge discovery, documentation quality, and incident response.
- Evaluated generative AI tools to accelerate engineering productivity, technical documentation, and operational workflows.
- Led adoption of automation-first practices across support and cloud operations teams to improve delivery consistency and efficiency.
Timeline
Senior Manager Technical Services
Manhattan Associates
09.2019 - Current
Senior Technical Support Engineer
A10 Networks
01.2018 - 09.2019
Cloud Engineer
Tata Communications
04.2017 - 01.2018
Technical Support Engineer
CompuCom Systems
10.2013 - 04.2017
Senior Software Engineer
Persistent Systems
12.2012 - 10.2013
System Engineer
Atos
08.2010 - 12.2012
Bachelor of Science (B.Sc.) - Computer Science and Technology
Savitribai Phule Pune University