IT Program Management, Product Management

Harish Kashyap Gopalan

IT leader Digital Transformation, Data Services Product Management

200+ Team Leadership Marketing Sales

Phone: +1-469-***-**** (Cell)

E-mail: *********@*****.***

Executive Summary

Results-oriented IT leader with 20+ years of global success across Account Leadership, Customer Success, Delivery Management, and Strategic Partnerships. Proven ability to build trust and multi-tiered client relationships, from IT teams to the CxO level, while delivering measurable business outcomes. Skilled at providing strategic leadership to enterprise clients, serving as the relationship manager, and orchestrating solutions with cross-functional teams to align with clients’ long-term business objectives. Lead concurrent portfolios spanning Data Services, App Dev, OEM partnerships, Lead Generation and Marketing while ensuring disciplined execution and governance in a multi-geography delivery model.

Expert in scaling businesses, building high-performing teams, reviving critical projects, and delivering innovative, cost-effective solutions across Automotive, Manufacturing, News, Finance, Retail, CPG, Contact Centre, Textile and Life Science domains.

Core Competencies

• Digital Transformation Leadership

• Data & Analytics Strategy (Snowflake, Informatica, MicroStrategy)

• Customer Success and Account Leadership

• AI/ML-driven Product Development

• Delivery & Portfolio Governance (200+ Team Leadership)

• Strategic Partnerships & OEM Alliances

• GTM Planning, Marketing & Demand Gen

• Account Mining & Customer Success

• Cloud Migrations BI Modernization MDM Frameworks Key Highlights

Client Leadership & Strategic Engagement

• Provide strategic leadership and serve as a trusted advisor to key clients across automotive, manufacturing, and healthcare domains.

• Act as the executive relationship manager, driving joint accountability between clients and internal delivery teams.

• Collaborate with greater solution teams to define digital modernization roadmaps aligning with client strategic outcomes.

Global Account Oversight and Program Management

• Managed global development and deployment of resources across assigned accounts, supporting delivery in the US, EMEA, and APAC.

• Oversaw worldwide execution and stakeholder alignment across operations, IT. Product Management

• Drove product strategy and execution, aligning customer needs, market trends, and business goals to deliver scalable, high-impact solutions.

• Devised AI and ML capabilities like Natural Language query, Augmented analytics, Wizard based ML covering the Analytics journey in the product which was an industry first solution in data analytics products

• Championed customer-centric innovation by launching beta programs, VOC initiatives, and usability testing.

• Product Usage analytics: Built product usage from scratch for different platforms of usage like Desktop, Web, iOs, Android, iwatch etc.

• Mergers & Acquisition: Smooth transition of customer’s merger and acquisition, integration of applications and business continuity. Due diligence of Make vs Buy software licenses saving over

$5M by building custom solutions

• New Customer Onboarding: On boarded over 10 new customers, defined process and delivered flawless and seamless

Skills

o Data Services: Data Warehousing, Reporting, Analytics, Master Data Management, Bizops, Devops o AI: Gen AI, Classical AI, RAG

o App Dev: High Code, Low Code

o Marketing & Sales: Marketing, Lead Gen Inside Sales, Digital Marketing, Sales Certifications

• Informatica: IDMC Data Engineering, MDM Saas, Cloud Data Governance & Catalog, Cloud data Quality for Data Governance

• Vertica: Vertica Technical Certification, Vertica Sales Certification

• Compliance and Security: California Consumer Privacy Act (CCPA & CPRA) V2, Data Privacy & Information Security, Recognizing and preventing Phishing attacks, Protecting Intellectual Property, Health Insurance Portability & Accountability Act: Business Associate, Payment Card Industry (PCI) Data Security Standards, GDPR (General Data Protection Regulation, Health Insurance Portability Technologies Supported:

• Dashboards & Reporting: Business Objects, Microstrategy, Tableau, Performance point services, Power Pivot, Qliksense, PowerBI, Looker

• Analytics: SPSS, R, Python, MSExcel

• Web: Java, HTML, .Net, MVC,

• Support: JDA, AS400, Remedy, Email Monitoring,

• ETL & Pipeline: Informatica, SSAS, SSIS, Alteryx, Jitterbit, Pentaho, DBT, Fivetran, Talend

• Database: Snowflake, Databricks, Greenplum, Oracle, MS Sql Server, Vertica, PostgresSql

• Presentation: PowerPoint, Mind maps

• Digital Campaigns: Hubspot, Oracle Eloqua, Teradata CIM,

• Project Management: JIRA, Version One

Professional Experience

Netlink Software Pvt Ltd Dec 2014 to Current

India, USA

• Vice President Sep 2024 to Current

Digital Transformation, Data Services, Marketing, AI

• Associate Vice President Sep 2021 to Aug 2024

Digital Transformation, Data Services and AI

• Director Mar 2020 to Sep 2021

Data Services, AI, ML, Product

• Associate Director Apr 2017 to Mar 2020

Data Services, Product

• Delivery Manager Oct 2015 to Mar 2017

Data Services, Product

• Associate Business Manager Dec 2014 to Sep 2015

Data Services, Product

HCL Technologies Ltd Nov 2009 to Nov 2014

New York, Bangalore

• Business Manager

BI Services, Product Analytics, Business Analysis

Education

● MBA (Business Intelligence, Marketing, Intl. Business) o Xavier University, Cincinnati, OH, USA - 2009

● MCA (Masters in Computer Applications)

o New Delhi – 2001

● BCA (Bachelors in Computer Applications)

o New Delhi – 1998

Delivery & Client Success (Professional Services)

Netlink [Jan 2023- Apr 2025]

Led enterprise-scale digital transformation delivery and client engagement for a flagship account, evolving it into a global strategic partnership.

• Orchestrated the end-to-end transformation of a legacy 6-year account, scaling from 10 to 120+ FTEs within 24 months, positioning the client as a long-term strategic partner under the LAMP (Large Account Management Program).

• Defined and implemented a comprehensive 360 delivery framework encompassing: o Coaching and mentoring, enabling high retention and accelerated ramp-up o End-to-end recruitment, onboarding, and workforce readiness processes o Clear procedures for governance, stakeholder engagement, intake, delivery tracking, and offboarding

• Delivered across a diverse technology stack including: o GenAI, Advanced Analytics, and Product Management o Informatica Modernization (PowerCenter to IDMC), Reltio & Informatica MDM, BIZOPS

o .NET, Java, Snowflake, MicroStrategy, Tableau, Power BI Admin o NOC support for AWS, Databricks, and enterprise infrastructure

• Built and scaled cross-functional delivery teams aligned to agile delivery principles, while ensuring continuous cross-skilling and process standardization.

• Instituted a CSAT-centric delivery culture, leveraging structured feedback loops, executive stakeholder reviews, and KPI-based governance models to drive continuous improvement.

• Created a high-performance operating model integrating branding, talent strategy, delivery execution, and operational rigor, resulting in increased wallet share, stronger client trust, and strategic account expansion.

Projects

Project 1: Data Services & Production Support

Roles: Offshore Account Lead, Program Manager – Data Services & Support Client: Canada’s second-largest pharmaceutical retail chain with 400+ store locations. Technologies: Greenplum, Informatica, MicroStrategy

• Led the offshore delivery of enterprise data services and production reporting across 400+ Rexall retail locations, delivering timely and accurate insights to business and store leadership.

• Standardized the onshore-offshore delivery model by identifying pain points, defining RACI, overall process, and secured a buy-in from the CTO and cross-functional business and technology teams.

• Migrated from a legacy data warehouse to an industry-standard retail data model, improving patient tracking, loyalty program analytics, and seasonal performance reporting. This project was delivered on time and with very minimal bugs in UAT phase.

• Delivered multiple ad hoc and CapEx-funded projects with cross-skilled teams, balancing cost- efficiency and quality through agile resource allocation.

• Instituted a governance framework for operational excellence and on-time project delivery, significantly enhancing team coordination and stakeholder satisfaction. Project 2: Application Support & Workforce Optimization Roles: Offshore Account Lead, Program Manager

Client: Canada’s second-largest pharmaceutical retail chain with 400+ store locations. Technologies: JDA, AS400, Remedy

• Oversaw 24x7 L1 support for JDA and AS400 platforms, ensuring business continuity for pharmacy operations, supply chain, and inventory systems.

• Identified operational silos and led the integration and cross-skilling of support teams, enabling coverage flexibility, reducing reliance on individual roles, and allowing a smooth shift to development tracks.

• Directed team to author runbooks, SOPs, and one-pagers to improve support readiness, enable self-service for recurring issues, and reduce escalations due to unclear responsibilities.

• Instituted monthly governance reviews, closed feedback loops with business and IT teams, and enhanced communication across global teams—leading to fewer escalations and improved response times.

• Successfully managed Remedy-based development and support engagement with zero escalations in the entire tenure, ensuring SLA compliance and client satisfaction. Project 3: 24x7 Global Support Operations – L1 & L2 Support Setup Role: Offshore Transition Lead – USA & India

Client: Retail Velocity (Retail POS Data & Analytics Provider) Specialized provider of retail execution insights and data platforms for consumer goods and retail companies.

• Successfully set up the first-ever offshore operations model for Retail Velocity to support their contractual L1 and L2 support obligations across global retail clients.

• Designed and led the transition of 24x7 support from an onshore-only model to a blended global delivery model, enabling continuous issue resolution and faster SLA adherence.

• Established end-to-end support processes, including ticket triage, prioritization matrices, escalation paths, shift handovers, and knowledge base documentation.

• Implemented governance structures and reporting frameworks, including weekly operational reviews, monthly CSAT check-ins, and cross-functional incident reviews with client teams.

• Enabled a 360 feedback loop by capturing and analyzing support ticket metadata—uncovering root causes, recurring issue patterns, and resolution gaps.

• Developed ticket intelligence dashboards that helped stakeholders visualize ticket categories, SLA compliance, and optimization opportunities—leading to enhanced service quality and operational maturity.

Project 4: Operational Data Store (ODS) for Finance Visibility Role: Delivery Manager & Business Analyst

Client: THK-TRA – India, Canada, USA, Germany, Czech Republic, Japan Mar 2016 – Mar 2018 Global manufacturer of linkages and suspension systems spun off from ZF-TRW, with multi-country operations and manufacturing hubs.

Technologies: Vertica, Lumenore, SAP, QAD

• Built a centralized Operational Data Store (ODS) for the North America Finance team to consolidate and analyze data from SAP, QAD, and other finance systems.

• Delivered unified dashboards for Controllable Spend, Logistics Costs, Direct/Indirect Expense Trends, and Budget-to-Actual analysis.

• Uncovered inefficiencies such as priority freight abuse and overtime spikes, resulting in

$100K/month in cost savings and improved financial governance.

• Brought actionable visibility to plant-level finance and procurement operations across the region.

Project 5: Dashboard Projects – Sales, Finance & Forecasting Role: Strategic Lead and Program Manager

Client: ZF-TRW – Bhopal, India & Michigan, USA

Global Tier-1 automotive supplier specializing in active and passive safety systems. Technologies: SharePoint, PerformancePoint Services, SQL Server, SSIS, SSAS (Tabular Model), Excel Power Pivot

• Appointed as a strategic lead for a high-visibility analytics initiative during a new customer onboarding, tight deadlines, and challenging environment between cross functional teams

• Built credibility through the delivery of a robust, repeatable, and transparent delivery process—earning stakeholder trust through precision-driven documentation and bulletproof requirement sign-offs.

• Delivered a scalable reporting platform leveraging SQL Server, SSIS, SSAS Tabular Cubes, and Excel Power Pivot, ensuring robust performance and data integrity.

• Delivered dashboards with Row-Level Security (RLS) to enforce secure, role-based access for over 100 users including the CFO, Finance & Accounting, Marketing, and Sales teams.

• Key dashboard solutions included:

o Sales Dashboard – Built using SharePoint and PerformancePoint; supported dynamic filtering by region, product, and customer. Incorporated Tabular Cube-based RLS, an emerging capability in 2015.

o 5-Year Forecast Sales Dashboard – Delivered highly complex dashboard including Committed Business, Pipeline, Target, Opportunities, and CAGR tracking. Integrated market share analysis through complex competitor benchmarking logic. o Production Profitability Dashboard – Enabled margin tracking by product and plant to support cost optimization initiatives.

o Past Due Accounts Receivable Dashboard – Improved collections efficiency by highlighting receivables in aging buckets (30/60/90+ days). o New Program Launch Dashboard – Tracked readiness KPIs and risk indicators using RAG

(Red-Amber-Green) status for new program execution.

• Dashboards were actively used by business stakeholders and leadership, becoming core tools for operational reviews, executive planning, and performance monitoring.

• The engagement became a cornerstone success story, establishing Netlink as a trusted long- term partner with ZF and Future business spinoffs. Project 6: MDM Application Modernization

Role: Strategic Lead and Program Manager

Client: ZF-TRW – Bhopal, India & Michigan, USA

Global Tier-1 automotive supplier specializing in active and passive safety systems. Technologies: .NET MVC, SQL Server, JavaScript, HTML, CSS

• Took ownership of a previously unstable Master Data Management (MDM) application, restoring it into a mission-critical, enterprise-wide data backbone.

• Reverse-engineered the architecture, fixed legacy defects, and optimized performance to align with enterprise data consumption needs across ERPs, dashboards, and transactional systems.

• Enabled robust integration with downstream systems, establishing MDM as the single source of truth for master entities: Customer, Supplier, Product, and Location.

• Instituted structured data governance and stewardship processes, including controlled modification workflows and steering committee oversight for master data changes.

• Ensured auditability and compliance through well-defined approval chains, enhancing visibility and accountability across business units.

Project 7: Product Usage Analytics – Eikon

Role: Product Manager & Business Analyst

Client: HCL - Thomson Reuters, Bangalore, New York Fortune 500 global information provider with $13B+ in revenue and products in 100+ countries. Technologies: Hexadata, BOXI 4.0, Excel, Tableau

• Drove product insights and analytics strategy for Eikon, Thomson Reuters’ flagship financial platform, supporting marketing, product, and sales initiatives across the Finance & Risk division.

• Acted as a key liaison across 100+ global stakeholders, including product managers, developers, and marketers, to document and rationalize post-merger product functionality—reviving an abandoned initiative due to its complexity.

• Authored the first comprehensive “Eikon Bible” along with an executive-level functional summary, both of which became foundational references for roadmap planning and stakeholder alignment.

• Implemented Hexadata and BOXI 4.0, significantly enhancing BI capabilities and reducing executive report refresh times from 1 hour to 2 minutes, improving speed to insight and decision-making.

• Developed dynamic BOXI reports to bring clarity into module-wise product usage, and introduced an innovative “Day-in-the-Life” product usage journey across Desktop, Web, iOS, Android, and BlackBerry platforms—highlighting behavioral patterns from login to feature usage.

• Collaborated in Agile environments, using Jira for sprint planning, backlog grooming, and story tracking; maintained structured documentation and stakeholder alignment through Confluence.

• Partnered with data engineers to enhance data architecture and models that powered scalable usage tracking and advanced customer segmentation.

• Utilized SQL for ad-hoc analysis and to validate backend data pipelines supporting BI reporting and product usage dashboards.

• Delivered analytics-backed insights that influenced product feature prioritization, improved customer engagement strategies, and drove measurable growth in adoption and retention.

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