SUDHANVA VISHWA MITRA
Senior Manager - Customer Success
Hyderabad
Summary
IT service management expert with a decade of experience leading global support teams and optimizing technical service delivery. Proficient in implementing ITIL processes and enhancing service delivery through strategic analysis and KPI monitoring. Certified business analyst with a focus on stakeholder engagement and continuous improvement. History of driving efficiency and user satisfaction through data-driven decision-making.
Overview
4
4
Certifications
11
11
years of professional experience
Work History
Senior Manager
HCLTech
01.2026 - Current
- Led cross-functional teams to drive project delivery and operational efficiency.
- Developed and implemented strategic initiatives to enhance service quality and client satisfaction.
- Oversaw budget management and resource allocation for multiple projects simultaneously.
- Mentored junior managers, fostering professional growth and improving team performance.
- Streamlined workflows through process optimization, resulting in improved productivity.
- Collaborated with stakeholders to define project scope, objectives, and success metrics.
- Provided strong leadership to enhance team productivity and morale.
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Improved team performance by providing comprehensive training and fostering a collaborative work environment.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Mentored junior staff members for skill development and career progression within the organization.
- Achieved operational excellence by streamlining processes and implementing best practices.
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
- Consistently met or exceeded annual performance targets set by senior leadership.
Manager-Operations
HCLTech
10.2023 - 12.2025
- Key responsibilities:
- Manager IT & Operations:
- - Oversee IT support activities for all Global Regional Offices, ensuring effective troubleshooting, maintenance, and resolution of IT-related issues.
- User Experience and Support Services:
- - Collaborate with UX specialists to enhance user experience.
- - Work with multiple product owners and stake holders to make necessary changes from the UX research and development the systems which would be more convenient for users.
- - Promote the use of support services to improve user interactions.
- Team Leadership and Performance Management:
- - Lead a team of IT support professionals, handling team scheduling, task allocation, coaching, and performance reviews.
- - Foster a culture of continuous improvement and professional growth
- Collaboration on Cross-Functional Projects:
- - Work on various projects in collaboration with enterprise engineering, network, and application teams to support organizational goals and technology initiatives.
- Key Metrics Reporting:
- - Develop, track, and report on critical IT service team metrics (e.g., ticket resolution time, customer satisfaction). Ensure data-driven decision-making and performance optimization.
- Process and Data Analysis:
- - Analyze and improve business processes and data to drive efficiency.
- - Conducted detailed data analysis to identify trends, patterns, and insights for decision-making.
- - Developed and monitored KPIs to track performance and drive continuous improvement.
- Client Engagement:
- - Host monthly status/governance meetings with the client to review progress and discuss strategies.
- Strategic and Operational UX:
- - Conduct UX research and develop persona-based methodologies.
- - Collaborate with Global level managers to align on UX strategies with business goals.
- Travel and Representation:
- - Frequently visited the Client office in Bangalore for various projects and numerous on-site team setups.
- Stakeholder Management:
- - Engaged with multiple stakeholders to ensure alignment of business goals and user experience enhancements.
- - Facilitated communication and collaboration among stakeholders to drive project success and foster strong relationships.
Deputy Manager
HCLTech
04.2022 - 09.2023
Team Lead
HCLTech
05.2019 - 03.2022
Operations Lead
HCLTech
10.2018 - 04.2019
Technical Support Lead
HCLTech
04.2018 - 09.2018
Senior Analyst
HCLTech
03.2017 - 04.2018
Analyst
HCLTech
09.2015 - 02.2017
Education
Master of Business Administration (MBA) - undefined
01-2022
Graduate Degree - undefined
01-2020
Intermediate - undefined
01-2007
SSC - undefined
01-2004
Board of Secondary Education
Skills
Microsoft Azure and Intune
ServiceNow and BMC Remedy
Power BI and MS Fabric
MS Power Apps
Azure administration
Splunk, VMware, and Citrix
UI/UX design with Miro
Salesforce (Veeva/IO Engage)
SAP (ECC module)
ITIL and ITSM practices
Knowledge-centered service (KCS)
User experience (UX) strategies
Service delivery expertise
Quantitative and qualitative analysis
Cross-functional collaboration
Operations management
Strategic planning
Operations planning
Data analytics
Certification
Agile principles and methodologies.
Other Details
- LinkedIn: https://www.linkedin.com/in/sudhanva-vishwa-mitra-b644b752
- Nationality: Indian
Timeline
Senior Manager - HCLTech
01.2026 - Current
Manager-Operations - HCLTech
10.2023 - 12.2025
Deputy Manager - HCLTech
04.2022 - 09.2023
Team Lead - HCLTech
05.2019 - 03.2022
Operations Lead - HCLTech
10.2018 - 04.2019
Technical Support Lead - HCLTech
04.2018 - 09.2018
Senior Analyst - HCLTech
03.2017 - 04.2018
Analyst - HCLTech
09.2015 - 02.2017
Chinmaya High School - SSC,
Little Flower Junior College - Intermediate,
XIBMS (Xavier's Institute of Business & Management Studies) - Graduate Degree,
XIBMS (Xavier's Institute of Business & Management Studies) - Master of Business Administration (MBA),