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Mohit Bhargva

@mohitbhargva

Customer operations leader advising Palo Alto Networks on global TAC strategy, governance, and AI-enabled support.

I'm advising Palo Alto Networks' Global TAC on outsourced delivery strategy and executive governance. Through workflow redesign and automation, I reduced legacy support backlogs by 40% and am driving AI-enabled service operations initiatives.

At Aryaka Networks, I owned the P&L for a global organization spanning Support, Professional Services, Implementation, and NOC. I redesigned escalation governance and diagnostic workflows, cutting MTTR by 80%+, and reinvested savings from L1 outsourcing into a Professional Services line that grew into a $3M revenue stream.

Earlier, I built global Support and Customer Success functions at Wingify and Skyhigh Networks, and led Tier 3 and Tier 4 escalations at Juniper Networks. My background also includes launching Managed Services operations for APAC customers at Convergys (Cisco TAC); I’m PMP certified and ITIL trained.

Experience

Work history, roles, and key accomplishments

Current

Executive Advisor – Customer Operations Transformation

Current

Executive Advisory

Aug 2024 - Present (2 years 1 month)

Advising Palo Alto Networks' Global TAC on outsourced delivery strategy and executive governance. Reduced legacy support backlogs by 40% through workflow redesign and automation.

AI Automation Workflow Redesign Knowledge Management Governance

Senior Director – Global Customer Support & Implementation

Aryaka Networks

Jan 2021 - Jul 2024 (3 years 6 months)

Owned full P&L for a 100+ person global organization spanning Support, Professional Services, Implementation, and a 25-member NOC. Redesigned escalation governance and diagnostic workflows, cutting MTTR by 80%+ and reducing related case volume by 30%.

P&L management NOC Operations ITIL RCA CAPA Vendor Management Professional Services Escalation Management

Executive Adviser – Customer Operations

Independent Consultant

Jan 2019 - Dec 2020 (1 year 11 months)

Partnered with venture-backed SaaS organizations to build scalable Support, Professional Services, and Customer Success functions from the ground up. Designed operating models and service governance frameworks for high-growth organizations.

Operating Model Design Governance Customer Success Professional Services

Director – Customer Support, Implementation & On-boarding

Birdeye

Jul 2017 - Nov 2018 (1 year 4 months)

Owned the full customer lifecycle across Implementation, On-boarding, Support, and a dedicated Customer Success team. Integrated Support and Customer Success using Gainsight and Salesforce for customer health tracking.

Customer Lifecycle Management Implementation Onboarding Customer Success Gainsight Salesforce

Director – Global Customer Support & Success

Wingify

Aug 2015 - Jul 2017 (1 year 11 months)

Architected the global Support function from scratch and built the company's first Professional Services organization. Established CSAT and FRT metrics, hiring standards, and ticketing infrastructure.

Support Architecture Professional Services CSAT FRT Ticketing Systems Gainsight Salesforce People Development

Director – Global Customer Support

Skyhigh Networks

Oct 2013 - Jul 2015 (1 year 9 months)

Built the Support function from the ground up while leading a 35-person global support organization serving enterprise cybersecurity customers. Partnered with Product and Sales leadership to resolve complex enterprise customer escalations.

Support Operations Escalation Management Cybersecurity Enterprise Customer Management

Director – Customer Support (International)

Meru Networks

Feb 2011 - Sep 2013 (2 years 7 months)

Led Tier 1 through Tier 4 Support, including Professional Services, for customers across APAC and EMEA. Owned the Movate Chennai relationship end-to-end, including contracts, commercial terms, and service performance.

Technical Support Professional Services Vendor Management Contract Negotiation Service Performance

Customer Support Manager

Juniper Networks

Nov 2006 - Jan 2011 (4 years 2 months)

Led Tier 3 and Tier 4 technical escalation across Juniper's security product line, MPLS, LAN/WAN, and enterprise network infrastructure. Directed a large-scale transition of outsourced support from IBM (USA) to Infosys (Pune), scaling from 17 to 240 engineers.

Technical Escalation MPLS LAN WAN Enterprise Networking Vendor Transitions Commercial Negotiation

Operations Manager

Convergys (Cisco TAC)

Feb 2003 - Oct 2006 (3 years 8 months)

Led Tier 1 and Tier 2 support teams of 180+ engineers, delivering technical support to North American and EMEA customers across seven technologies. Built and launched Managed Services operations for APAC customers.

Technical Support Team Leadership Managed Services First Contact Resolutions Quality Standards