Harsh Thakar

Background

About Harsh Thakar

I am a senior technology and delivery leader with 18+ years of experience across enterprise infrastructure, IBM Mainframe ecosystems, cloud and distributed platforms, security, and engineering-aligned support operations. My career has evolved from hands-on technical roles into leadership positions focused on platform reliability, operational governance, people leadership, and predictable execution in mission-critical environments.Currently, I lead global technical support and delivery teams at Rocket Software, supporting enterprise platforms used in highly regulated and business-critical environments. My role sits at the intersection of Engineering, Product, Business, and People Leadership, with ownership of service delivery, high-severity incidents, executive escalations, and KPI/OKR governance.My leadership philosophy is built around the model — People, Process, and Performance.From a People perspective, I build high-trust, accountable teams through structured onboarding, skill progression, mentoring, and performance development. I have led globally distributed teams and supported engineers across experience levels to strengthen both technical depth and leadership capability.From a Process standpoint, I drive clarity and consistency across case management, escalation handling, documentation standards, and cross-functional collaboration, ensuring disciplined yet adaptable operations.From a Performance lens, I own measurable outcomes such as CSAT, SLA adherence, escalation trends, backlog health, and delivery predictability, translating operational metrics into executive-ready insights.I have also introduced the responsible adoption of Generative and agent-assisted AI as human-in-the-loop decision-support capabilities, improving case analysis, knowledge discovery, and incident trend identification while maintaining governance and accountability. I believe AI should augment human judgment, not replace ownership.Across my career, I have worked across enterprise platforms, mainframe systems, cloud services, security, observability, and platform operations. I am known for calm execution under pressure, structured problem-solving, and the ability to build trust across engineering, product, leadership, and customer teams.I am interested in conversations around technology delivery leadership, platform operations, product ownership (platforms), people-centric leadership, and AI-assisted operations, where disciplined execution and long-term thinking drive real impact.