PIYUSH R.

MISTRY
e-mail: piyushrm@gmail.com ~ Mobile: +91-9004334009 ~ Mumbai, India.

https://www.linkedin.com/in/mistrypiyush/

-Over 20 years of rich and diversified IT experience, Major experience in product support. An MBA, ITIL
and PMI-Agile certified practitioner.
-Experience working with large enterprise products and fortune 500 customer.
-Seeking a position to Head Customer Success/ Global product support operations & services/ Production
Support for apps/Professional Services/ Implementation
/Customer relationship management / Account management /Program & Project management /Improve
project and services margins /Customer on-boarding.

Valuable experience in the following areas:

✓ Customer Success
✓ Experience setting up Distributed Global product support centres
✓ Sound understanding of Technical support and Customer management for Enterprise Product
✓ Production support and services, Ensuring business continuity for important business applications
✓ Customer Management / Account management and Services Revenue / Product AMC
✓ ITIL / ITSM framework Service Delivery / Service Desk, Application Support Processes and tools
✓ Application Hosting Service (Cloud) and Vendor Mgmt. / Managed services
✓ SDLC-Product/Application engineering / Delivery management- Java & .Net
✓ DevOps – Emphasizing and incorporating the culture of DevOps in the organisation.
✓ 24 x 7 Global support & Operations Management
✓ Project Management / Program Management
✓ SDLC / Delivery Management (both Agile & Waterfall), Application Maintenance & support for Java, .Net apps.
✓ Customer sign off and Transition Management
✓ Customer Management-Having delighted few of the Fortune 500 companies as my customer and enabled them
to user applications / products to the fullest and maximize their ROI
✓ Product (IP) organisation - Good insight working with start-up, passionate to work and build a strong IP/Product
✓ End user access and license management
✓ Resource development – Hiring, Training, mentoring and retention.
✓ KPI, NPS, CSAT, SLA monitoring and Continuous improvements
✓ Instrumental at Crisis / Escalation Management and holding the fort till remedy arrives
✓ Experience working with diversified and cross function teams for effective Incident/problem management
✓ Part Time Visiting faculty at few MBA schools, sharing knowledge on Program/Project management, Service
Operations and Information Technology

Current/recent role

 Currently working with “Automation Anywhere” as Director- Technical Support. In the domain of Robotics
Process Automation (RPA) products.
 Part of Global product support group
 Managing 24 x 7 operation centres
 Customer Success / NPS, Adoption, SLA
 Premium Support – Large Enterprise customers
 Account and Customer management.
 Escalation Management, Special monitoring and updates to Sr. Management for Severity-1 and Premium accounts
 All Customer onboarding on their infrastructure / Private Cloud or Saas
 Team management -Managers, Leads, engineers, Principal engineers and growth ladder developments
 Other Professional services, e.g. Implementation/roll out of new features, beta program, UAT, on-site consulting
for requirements gathering / Training etc.
 Responsible for Technical Delivery team working closely with engineering, Product and support team
 Established infrastructure /customer environment for our test labs to replicate customer issues in-house
 Implement strategies to optimize the services cost, infrastructure cost.
 Contribute to Product development and substance engineering-release prioritization
 Collaborate with Customer success, Engineering, Sales, Field Support closely
 Meet SLA, OLA / SLO and KPI’s targets set by the organisation
 Work closely with CSM, Sales for renewal, NPS and Customer Satisfaction
 Participate in various initiatives for product and services improvements
 Facilitate and help sales to achieve Annual recurring Revenue (ARR)
 Program Management - Align and plan projects as per the corporate customer success strategy, Support
enablement e.g. provide local language support, have KB’s in local language
 Work closely with various stack holders like CSM, Sales, Engineering, Product management for customer success

Overall Career Brief

 ITIL framework and process for Service Delivery Management for Enterprise Application (J2EE architecture) with
respect to Functional, Performance, Scalability and Deployment.
 Very strong skills in Product Support / Technical Services, Track record of managing L2 support that caters to
250000+ end users with a lean team with over 100+ unique customers.
 Ensured effective implementation of Customer Service processes to address high volume of tickets (6000/month),
resulting in consistent and high level Customer Satisfaction (C-SAT) of 4.5/5
 IT service Desk Operations. Service request, Incident, Problem Management.
 Sr. Management role – Heading a Global support and Professional services group, the size varied form dozen to
100+ engineers. Instrumental in implementing strategic changes and customer centric process for customer delight,
Product improvement and Team productivity & motivation
 Unit Revenue and P&L – Fixed bid and T&M (for over 6000+ hours for monthly billing) / Professional Services and
AMC revenue earned over $ 1.5M (USD). Was also instrumental in repeat business from existing customers and
extended the services catalogue with new additional services
 Multi-tasking with strong domain knowledge in Product development in SDLC-Waterfall/Agile, Application Lifecycle
Management (ALM), Project Management, Release Management for new requirements and defect fix, Change
Management. Bridge the gap between Business users and Technology and be the SPOC for customers
 Professional Services / Consulting: Requirements Analysis, Application Implementation, GAP analysis and rollout in
a Large Organisation. Product Customisation, 3rd Part Integration using API/ Web Services.
 Account management – Prioritize customer Enhancements, Escalation Management, Up sell, CSAT
 Worked with large international customers to name a few T-Mobile, Nortel, Edward Jones, KPMG, Fidelity, GE
Medical, Comviva, HCLT, KPIT, SunGard, Infy, Virtusa, Tata Power, Fiserv, Ocwen and many more
 Pre-Sales – Product Demo, Proof of concept, RFP, Sample Process Modelling, and Pilot access to the application and
get started. An effective communicator, negotiator, with strong leadership, coordination, analytical and relationship
management skills.
 Knowledge management – Explicit knowledge repository for self service and productivity, SOP, Pro-active
communication.
 Product Management – Voice of Customer is routed back to product to strengthen the product and have user friendly
features, Contribute to product features/value adds and prioritise customer requirements
 Program and Project management, Enhancement projects and Sprint (release) planning. Process re-engineering
projects for internal efficiency and productivity.

Skill Set

Experience working in the following Domains & Apps tools:

Domains Products / Applications experienced.

Robotics Process Automation (RPA) Automation Anywhere

AI IQ Bot

Program and Project Management Microsoft Project (MSP), Primavera, AutoPLAN, Open Proj, Digite

Service Desk / Ticketing Salesforce (SFDC) Service Cloud, Zendesk, Remedy, CA Service Desk, Zen
Desk, Jira, Service Now
Billing efforts /Timesheet Digite, AutoTeam, Kronos, Expedition
Workflow Management Digite, Jira, CA
Mortgage Banking & Finance apps. Various Propriety application
CRM/ERP Various Propriety application
Cloud Infra. Azure, AWS, Private cloud app, Load balancer etc
SDLC / ALM Jira, VersionOne, Digite (Waterfall, Scrum Kanban)
Application Monitoring / Utility Zabbix, AppDynamics, Nagios, Control M, Autosys.

Testing / QA Silk Test, QTP, Load Runner, Sahi

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 Document management / OCR Kofax, Documentum, Tesseract
Dialler / Auto Call back system Aspect / Propriety application

Customer portal / e-commerce Ocwencustomers.com, Habzu

Computer Aided Design and Engineering Auto PLANT, Caesar, Coade, B-Jac, ACAD
(CAD/CAE)
Programming technologies Autolisp, C, Java, J2EE, .Net, Unix shell script

HMI / PLC / SCADA Wonderware

Database DB2, MS SQL, SQL server, Oracle

Application/ Web Servers Apache Tomcat, JBoss 4.2, Web sphere, IIS, Web logic.

Operating Systems Unix (Sun-Solaris, HP-UX, IBM-AIX), Linux, Windows server

*Subject matter Expert (SME) in the above highlighted Domains in bold

Experience Chronology

2017 to Present with "Automation Anywhere"

Domain- Robotic Process Automation (RPA)

Working as Director – Technical Support, Part of Global Technical support team, responsible for IMEA region
currently.
Responsible for delivering Technical support for the product Automation Anywhere, BI, Process Invision/Process
Discovery, HBC, IQ Bot etc.
Implemented a scalable process and structure for future growth of the Customer Success group
Had the opportunity to establish/enable global support centres in India (multiple locations), Poland, Japan and USA and
deliver excellent Product onboarding and Technical support experience to customers and Partners.
Implement KCS methodologies for case deflections and reuse of knowledge
Track record of supporting over 3000+ customers and partners and maintain a CSAT of 8/10
Leverage TSIA best practices for improving service levels and KPI’s
Automation some of the mundane process
Quality services Case audits , KCS
Be part of specific project executed by Support enablement projects for Continuous improvements
Functional Training, Migrations
Program management – Beta projects and Early adapters Migration
Align and plan projects as per the corporate customer success strategy, Support enablement e.g. provide local language
support, have KB’s in local language
Work closely with various stack holders like CSM, Sales, Engineering, Product management for customer success

Team Management
Established growth ladder and criteria’s
Managing large team of 70+ engineers across locations
Training and Technical development for Continuous Improvements and achieving OKR
Reward and recognition program

Responsibilities:
Enable the team to meet the Global KPI / metrics – NPS, SLA (both premium and non-premium), CSAT, 1BDR, ART
(MTTR) etc
Overall case volume of 4000 per month
Strategic planning and change management
24 x 7 coverage for both on-premise and SaaS product
Enable customer and partners COE ‘s to consume adopt the product and self enablement
Premium and Dedicated account support
Customer on-boarding on sign up and migrations/upgrade for both on-premise and Cloud
Technical support / Functional support to enable/increase Product adoption
Collaboration with engineering, QA and Product management – Customer advocate / VOC
Release prioritization and planning for defect prioritization factoring in Premium support
Project Management – Initiate and drive internal projects
Be self-sufficient, upskill the team and ensure we avoid known issues and false alarm to engineering. Resulted 96 % of
cases solved by the support team
Implemented Automations tools/ Stored procedures / Bots for efficiency and eliminate mundane job for L1/L2 engineers

2012 to 2016 with "Altisource Business Solutions"

Domain- Mortgage Banking & Finance, Payment systems, Billing etc.

Working as Director - Business applications

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Joined as a Group Manager and was promoted to Director.
Responsible for the customer deliverable (services and projects) revenue / P&L. Professional services, product
implementation/roll out/ Transition management.
Implement strategies and levers to improve margins.

Responsible for:

• Global Delivery & Production Support for business Apps.

o Technical / Functional Support for Business Application/Products
o To manage and resolve day-to-day production support issues for over a dozen applications
o Services delivery - Service Request / Incident and Problem Management
o Application backend activities – Monitoring performance & EOD jobs, end user access management,
Integration xml batch and proactive health checks etc.
o Ensuring 24 x 7 coverage and weekend support
o Service Metrics (SLA, TTR, MTTR & CSAT) - Report periodic variance to stakeholders and POA’s for
improvements / corrections
o Continuous improvement and enhancement of services from time to time
o Customer billing based (over 6000 hours/month of team effort) on T & M and premium services
o Application Maintenance and Support for Cloud (SaaS) based application.
• Professional Services
o New Product / Enhancement implementation and roll out support etc
o UAT, Staging Environment, Configuration for pre-prod deployments
o Transition Management
o Onsite Support, Requirements gathering and Training
o Quarterly on-floor activities schedule and planning
• Program & Project management
o New requirements/Enhancements using Scrum methodology
o Beta program
o Interface Product Management and Engineering, Be the bridge between customer and technology
o Requirements gathering, solution modelling and project estimation
o Ensure the customer deliverables are signed off and successful transition for large customer like Ocwen
Financials, BOA
o Plan and Schedule green zone activity
o Contribute to IT infra projects and deployment / Scalability for usage ramp up
o Project optimization and optimize P&L for fix bid projects
• Resource Management
o A joint group leader for a group with 120 + people and team size 40+
o Objective appraisal system
o Global team operation (India, Philippines, USA)
o Training and Motivation programs
o Ensures consistent deliverables via stringent Process, Best practices and periodic audits

• UAT and Transition Management

• Escalation Management - Coordinate with cross functional team and communicate period update to stake
holders
• Sustenance Engineering and release management for minor change request, ad-hoc reporting needs, and defect
fixes
• Active participation for compliance and security audits
• Create/Maintain documentation – Play Book, SOP, and Service catalogues
• Contribute to Business Application Lifecycle Management strategies e.g. scalability, product development,
migration, integration, roadmap etc

Key Achievements

• Was able to conceive and implemented a service strategy to form a global “Business Support Group” (BSG) for
mission critical applications used by business units. i.e. L2 Support/Service desk for the organisation
• Architected processes to rejuvenate the customer experience by institutionalising customer centric model as
compared to the product centric model that was establish earlier
• Global support across locations, Mumbai, Bangalore, Navi Mumbai, Pune-India; West Palm Beach, Coppell,
Waterloo-USA; and Manila-Philippines for better coverage and risk mitigation
• Initiated various projects to reduce ticket volume by about 22% (from 6000 tickets/ per month to 4700) within
a in a period of 12 to 18 months
• Introduced/Re-engineered process on new tools CA Service Desk, Jira and ServiceNow
• Mind set and process change from product centric organisation to customer centric helped to improved service
metrics and customer satisfaction:
o Customer ticket CSAT achieved 4.5/5 (was not measure earlier)
o Overall SLA compliance 98.5 % v/s 95 % earlier, in spite of legacy apps

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 o Customer touch point increased (post establishment of new centres at Mumbai & Manila), this helped
us to provide resolution quickly and give a confidence to the end users/customers
o Customer now had a POC for any issues irrespective of the application/product they are using
• Effective Resource Management:
o Streamlined and outsourced some of the mundane task and process to the L1 team, this helped to
increase the available bandwidth for team to focus on core areas
o Team Knowledge Enhancement (Product specialist) motivated then and it resulted in 97 % of tickets
self resolved by the team v/s 60 % earlier
o Established KPI, KRA and a appraisal system for the entire group
o Introduced and rewards and reorganizations - monthly and quarterly and Job rotations
• Moved up the services value chain by offering premium services like – BRD, on-floor implementation, Test case
creation. Consulting / Value adds for improving Productivity of end user by eliminating multiple tools, reduce
the number of clicks, legacy way of working, product enhancement requests and automations
• Implemented a customer billing framework wrt service catalogue and new offerings

2004 to 2012 with Digite Infotech Pvt. Ltd. (Subsidiary of Digite Inc. USA), Mumbai
(A product start-up in the Silicon Valley and Development & Support Centre in India. The product is an Enterprise
Application. It provides a full-lifecycle Integrated Platform to facilitate IT programs and projects — from business
requirements capture to testing/ verification and deployment. This is a product that is used by software developments
organisations to model/ monitor their own process, Project Management, Time Management, CMMI compliance, etc.)

• Joined as Sr. Application Specialist and rose to the position of Director-Customer Services and IT in 2007.
• Heading the Global Support Operations and IT, reporting to the CEO (located at Head Office in USA). Leading
a large team

Chief Highlights

Customer Services/Management
 Direct and Manage the “24 x 7” Global Customer Support operations
 SLA management and online Support portal
 Introduced various Support offering and increase the Services revenue
 Introduced self services Knowledge Management for issues reduction and productivity improvement
 Application Implementing and Professional Services (Customisation, Value-add to the out of Box product)
 Global Customer Support Operation for SaaS, onsite deployments and selection of OS; Product Implementation.
 Management of Strategic Customers & Accounts like T-mobile (Germany), BearingPoint (KPMG)-USA, HCLT-India,
TechM-India, KPIT–India, Tata Power-India and Fiserv-India for business continuity.
 Pre-sales Technical Product Demos/ Presentation for key Pre-sales Accounts. Support on RFP to Sales Teams.
 Revenue from Annual Maintenance Contract (AMC) over US$ 1 million.
 Ensure and contribute for repeat business i.e. license sales or expand the usage.
 Customer health management metrics
 Played a key role in creating the web-based Call Tracking System and putting in place the required methodologies
for achieving effective communication with the customers & ensuring delightful services for them.
 Introduced user-friendly processes and checks for achieving a scalable mode and high customer satisfaction.
Distinction of being the first person to effectively implement our own product and use it as a CRM/own business.
 Strengthened, motivated and influenced the team to enhance performance and achieve organizational goals.
 Maintained close collaboration with Engineering and Product Management Divisions for enhancing product features
and strengthened relations between the organisation and its customers.
 Served as communicator and facilitator for resolving all major issues and ensured close cooperation between the
client and customer services.
 Played a significant role in the introduction and promotion of new features implemented in the Enhanced versions
of the product,
 License Management – Product license key creation, Renewal, upgrade, demo keys and maintenance.
Information Technology Services
 Management of Operation Services, Organisational IT Services Desk and Infrastructure Management, on 24x7-
basis.
 Investment in new Hardware and Technology.
 Support hosted (SaaS) environment for the product and tools used in-house.
 New process implementation and automation.
 Institutionalised Management Information System (MIS) to give updates on the account/ customer to the
management of the organisation.
 Managed the internal application and tools
 Credited with revamping IT Infrastructure Management processes in the organisation. Resulted in overall efficiency,
uptime guarantee of over 97% and power optimization

Product Development & Release Management

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 Product Development (including product changes and new feature development), Product Release Audit and Release
Migration.
 Product Documentation (end to end); finalisation of customer requirements for a specific custom add-on utilities
and management of requirement specifications for engineering use.
 Successfully handled Beta Program Management for Digite products.
 Served as Release Manager for product and maintenance releases, Coordinate and control the patch release
schedule and process

Major Distinctions
 Honoured as Best Support Executive in 1999 and later followed by Best Manager.
 Merit of working as Member of the Digité Change Control Board (CCB) for taking decisions regarding Product
Enhancements and Change Requests.
 Distinction of being associated with the organisation since the conceptualisation of the product, which was conceived
using J2EE technology, and with base of one customer.
 Played a significant role in the growth or the organisation, with the customer base expanding to include some of
the world’s largest organisations like Infosys, HCLT, T-Mobile (Germany), Bearing Point (formally known as KPMG)
and a few more fortune 500 customers.
 Pivotal in the implementation of the Global Support Centre in 2007.
 Recorded an increase in Customer Satisfaction level to 80 % in what span of 3 years and this was measure using
customer satisfaction (C-SAT survey) YOY.
 Achieved reduction in the Implementation Cycle by using best practices learnt over period of time and CRP
 Collaborated with Sales Team for achieving the speedy closure of major accounts like t-mobile, HCLT, KPIT.
 Contributed to the development and enhancing the product, like MSP interface, service management, and
application performance.
 Made a significant contribution to revenue generation from repeat business, AMC and new services

Previous Assignments

During the period 1997 to 2003 worked with Di Tools Pvt Ltd (company with a strong IP in the area of
Enterprise Project Management and Time Management)

 Successfully delivered professional services, which included the implementation of integrated Project and Resource
Management Systems, as well as technical & application support for AutoPLAN/ AutoTEAM.
 Instrumental in the successful execution of AutoPLAN/ AutoTEAM Product project engagements for clients in
the Software, Semiconductors, Telecom, Finance, Aviation and Manufacturing industries.
✓ Major clients included: Motorola, Fidelity, Cirrus Logic, Texas Instruments, Xerox, NAIC Edward Jones, Sun
Microsystems, Boeing, t-mobile, and Dexia (formerly known as CCB).
✓ Introduced AutoPLAN and AutoTEAM as client server applications for Enterprise Project and Resource
Management (“Tufan Infotech India” was formally known as “Ditools Software India” and was a subsidiary of
“Digital Tools Inc. USA”).
✓ This was achieved through:
 Gaining in depth understanding of the clients’ existing process flow and mapping the system for enhancing
Product Development Cycle.
 Providing support to the client with regard to best practices and providing appropriate solutions.
 Complying with standard methodologies and best practices for effective and predictable product
development, reduced time-to-market, streamlined business processes, and improved cost control across
their entire enterprise.
 Participating in various internal initiatives and working in sync with the clients’ team for effective
deployment of the system.
 Installation, configuration, migration of old data and test the setup before production usage.
 Motivated the team and ensured timely upgrade/ migration of the Enterprise to the latest release, thereby making
optimum use of the beneficial situation pertaining to defect fixes and handling of change requests.
Liaised with customers for gathering references, case studies and product marketing

 Essayed a stellar role in:

✓ Conducting gap analysis and successfully implementing the application enterprise wide.
✓ Developing complete framework for implementing “Silk Test” (a tool for Quality Engineering), which involved:
 Determining the functionality of “Silk Test” Construct Application Programming Interface (API’s), pertaining
to the application.
 Creating sample test cases and customised reports using the API and subsequently, Quality Engineering.

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Aug’93 to Oct’97 with KLG Systel (India), Mumbai as Manager Business Development (For Primavera
Systems Inc. products and other CAD/CAE application in India)

• Reporting to the Regional Manager and leading a team of 15.

 Setting up and Managing Pre-sales in Western India and supporting implementation of Primavera and CAD/CAE
Products at various sites, as per customer needs.
 Organising and conducting corporate training for ensuring successful deployment of the product.
 Supporting the implementation and pre-sales of other CAD/ CAE/ Engineering Software like Pipe Stress Analyses,
Vessel Design, Estimation, Human Machine Interface (HMI), etc.

 Liaised customers from across verticals like Software Engineering, Manufacturing, Construction, Petrochemicals and
Refineries.
 Positioned the products effectively to organisations like Larsen & Toubro, Thermax Babcock & Wilcock Tata, Toyo
Engineering, Bechtel, Essar, Bharat Petroleum, Hindustan Petroleum, Bharat Heavy Electricals, Afcons, Chemtex
Dupont, Linde, Uhde, H &G, Reliance, etc.

Academics

 Executive MBA from Institute of Technology and Management, Mumbai in 2008 (Master of Business Administration,
University – Southern New Hampshire-USA).
 Mechanical Engineering, Vartak Polytechnic, Vasai-Mumbai (Maharashtra), diploma -1989, (10+2+3 years of
education pattern)
 PMI-Agile Certified Practitioner (ACP)from Project Management Institute, USA - 2012
 ITIL-V3 Foundation - 2011

Courses/Trainings Completed

 Computer Aided Designing (CAD) Certified Course from Sam Computers, Mumbai in 1991.
 Data Base Management
 Attended Management Workshops conducted by a Management consultant in Gurgaon. - 1995
 Goals and Ethics conducted by Management consultant in Mumbai. - 1999
 Project Management conducted by Primavera Inc in Mumbai – 1994
 Basic CMMI conducted by Management consultant in Mumbai - 2004
 Wonderware Product training in USA for Human Machine Interface (HMI) Tool, conducted by Wonderware- LA, USA
1996.

Technical Proficiency

 UNIX Operating System, Solaris, HP and AIX; Windows 2000/ XP

 Understanding about shell scripts
 Familiar with Oracle tables and SQL.
 Good understanding on Customer Requirements and defining Functional Specifications.
 Understanding of SDLC and Packaged Software implementation methodologies, including Agile.
 Excellent knowledge on Project Management and its related tools
 Customer Service Processes and Methodologies
 J2E apps / .Net, Autolisp, C++
 ITIL practice
 Agile project execution

Personal Details

Contact Address : B-102, Siddharth Apartment, Narsing Lane, Opposite N.L. High School, Malad (W),
Mumbai, PIN Code-400 064 (Maharashtra, India)
Tel. (Res.) : +91-22-2805 5540
Mobile : 9004334009
Email : piyushrm@gmail.com
Passport Details : P1999230
Visa Details : Valid USA-B1 Visa
Languages Known : English, Hindi, Marathi, and Gujarati

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Location Preference : Mumbai
References : To be furnished upon request

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