Head of India Operations
Send a job offer directly to this candidate
A seasoned IT and Operations leader with over 18 years of comprehensive experience driving business growth, process excellence, and technical support across dynamic and fast-paced environments.
Proven expertise in scaling high-performing teams, aligning technology with business objectives, and delivering exceptional customer success and support services. Adept at managing cross-functional teams,
overseeing complex project lifecycles, and implementing innovative strategies that enhance operational efficiency and client satisfaction. Strong blend of technical acumen and strategic leadership, committed to continuous improvement, team development, and achieving sustainable business outcomes.
Leadership at Eulerity Inc. (GACS), Pune (Jun 2022 – Present)
Current Role: Head of India Support Operations (Dec 2024 – Present)
Previously: Sr. Director, Support Operations (Jun 2022 – Nov 2024)
Built and scaled India operations from a small hub to a 50+ member support team across Ad Ops, Marketing Analytics, Media Tracking, Customer Success, and Inside Sales.
600% team growth, expanding from 3 FTEs managing 42 accounts to 14 FTEs managing 100 accounts.
Oversaw P&L, budgeting, vendor management, hiring, and appraisals.
Drove AI and automation adoption, GA4 implementation, and streamlined media tracking workflows.
Led strategic updates to US leadership, aligning India operations with global expansion.
Focused on client satisfaction (CSAT) via strong ticket resolution, onboarding processes, and campaign QA.
---
Rayden Interactive (Phreesia), Pune (Feb 2021 – Apr 2022)
Role: Manager – Client Solutions
Led a 55-member team, reporting to VP–Client Solutions.
Oversaw daily operations, client engagement, and cross-functional collaboration.
Directed weekly/monthly business reviews and created client presentations.
Mentored and trained staff, fostering growth and consistent client success delivery.
---
Allscripts Healthcare LLC, Pune (Mar 2012 – Jan 2021)
Expert Technical Support Consultant (2019–2021)
Sr. Support Consultant (2017–2019)
Support Consultant (2012–2017)
Led a 30-member team resolving escalations and technical support issues.
Created 20+ Standard Operating Procedures.
Managed customer escalations, resource planning, and process automation.
Handled Careport Project Delivery with 29 interns, meeting budget and timelines.
Awarded Employee of the Month, Spot Awards, and Client Value certifications.
---
Mphasis (An HP Company), Pune (Jul 2007 – Mar 2012)
Customer Service Officer → Sr. Customer Service Officer → Resource/Escalation Desk → Process Trainer
Transitioned from customer service to process training and team leadership.
Conducted batch training, nesting, and accreditation of new hires.
Managed client escalations, trained and mentored 15-member teams.
Specialized in call quality monitoring and performance coaching.
Bachelor of Science (B.Sc.) in Information Technology & Information Systems
Yashwantrao Chavan Maharashtra Open University (YCMOU), Nasik, India – 2010
Graduated with 61.14% marks (Distance Learning).
---
Professional Certifications & Training
ITIL Foundation Certification in IT Service Management (ITSM).
Querying Microsoft SQL Server 2012/2014 – Certified.
Database Administrator (DBA) for Microsoft SQL Server 2012/2014 – Certified.
SQL Server 2014: Developing Databases – Certified.
---
Productivity & efficiency enhancement: How to Work Smarter, Not Harder
Critical thinking & decision-making: Critical Thinking for Better Judgment and Decision-Making
Leadership & management: Executive Leadership, Building Trust
Communication & interpersonal skills: Having Difficult Conversations, Balancing Work and Life
Developed strong technical skills in Microsoft Teams, SQL Server Development, Microsoft OneNote.
Committed to continuous learning in leadership, communication, and professional excellence.
