Python
Mohammed Zakir Hussain
ITSD Project Lead
Hyderabad
Summary
Results-driven management professional with over 10 years of experience in ITIL operations, production management, and organizational development across diverse industries. Proven expertise in planning, coordinating, and executing successful production strategies with a strong track record of enhancing operational stability, efficiency, and profitability. Adept at collaborating with senior stakeholders to prioritize activities, translate business requirements into actionable solutions, and achieve defined objectives. A natural leader, driven to motivate teams to exceed business goals and targets under pressure. Project leader with 10 years of experience coordinating complex programs and supervising teams to attain business goals. Directs employees, mitigates project risks, solves standard and non-standard problems and reports to senior management. Demonstrates leadership, influencing and negotiating skills. Performs analytical problem-solving to overcome obstacles.
Overview
13
13
years of professional experience
6
6
years of post-secondary education
5
5
Certifications
Work History
Project Lead
Aegan Technologies
11.2023 - 08.2024
- Lead and manage the project team, assigning tasks, setting expectations, and ensuring that team members have the resources they need to succeed
- Track the progress of the project against the plan, ensuring that tasks are completed on time and within scope
- Ensure that the services and solutions delivered meet the required quality standards and align with ITIL best practices
- Oversee change management processes, ensuring that any changes to the project scope, schedule, or budget are properly assessed, approved, and documented
- Provide regular updates to stakeholders, including project status, risks, issues, and any deviations from the plan
- Facilitate meetings, workshops, and discussions to ensure that project objectives are clearly understood and that any issues are addressed promptly
- Ensure that ITSM tools and processes are integrated with existing IT systems and workflows to create a seamless service management experience
- Develop and oversee training programs for IT staff and end-users to ensure they understand and can effectively use new ITSM processes and tools
- Ensure that knowledge management practices are in place to capture and share best practices, lessons learned, and service documentation
- Ensure that the project adheres to ITIL frameworks and best practices, and that ITSM processes comply with organizational policies and regulatory requirements
- Focus on improving the end-user experience by ensuring that IT services are reliable, efficient, and aligned with user needs
- Establish mechanisms to gather feedback from end-users and stakeholders to continuously improve IT services and processes
- Establish, monitor, and report on KPIs related to IT service delivery, using these metrics to drive continuous improvement
- Provide regular reports to senior management on the performance of IT services, highlighting successes, challenges, and areas for improvement
- Use data and feedback to identify and implement improvements in IT operations and service delivery processes
- Collaborate with IT leadership to align the technology strategy with service delivery goals, ensuring that the right tools and technologies are in place to support business objectives
- Identify and implement new technologies and processes that can improve IT service delivery and operational efficiency
- Promote the use of automation tools and practices to streamline IT operations and reduce manual intervention
- Identify training needs within the IT service delivery team and ensure that staff are equipped with the necessary skills and knowledge to perform their roles effectively.
- Partnered with project team members to identify and quickly address problems
- Mentored junior team members, fostering professional growth and increasing overall team efficiency
- Reduced project completion timeframes through strategic resource allocation and efficient task delegation
- Implemented best practices in documentation management systems that improved efficiency, accessibility, and security of project-related information
Project Lead
Mindtree
09.2021 - 09.2022
- Analyze volume trends, factor accurate average task handle time and shrinkage to arrive at hourly agent requirements
- Understand survey tools measuring Customer Satisfaction and NPS
- Analyze customers verbatim and take corrective actions
- Ensure key process documentation like SOPs, process updates, process maps are kept updated and communicated to the team
- Guide MIS team towards preparation of relevant daily/weekly/monthly reports which captures key metrics / KPI
- Active participation in client meetings and presentations
- Ensure client feedback and complaints are addressed immediately and correct improvement actions taken
- Coordinate with MIS team and process Leads to review volume trends, leave plans, resources that are live and in training and ensure optimum agent staffing
- Be aware of client and Mindtree audit requirements and ensure process compliance
- Ensure timely follow up actions for any NCs or observations
- Actively participate in recruitment drives, induction and set project expectations in initial stages
- Conduct regular 1-2-1 and skip levels, review attrition causes in training and go live
- Address roadblocks impacting employee morale and performance
- Conduct weekly performance reviews with Team Leads and monitor KPIs
- Ensure all SLA and KPIs are tracked and reported daily
- Ensure deviations are highlighted, RCA's done, and corrective actions taken
- Display awareness of quality practices like Lean and Six Sigma, QC tools, basic statistical knowledge
- Ensure quality focus is imbedded in process from initial stages
- Streamline existing process and undertake periodic improvement measures through automation or value stream mapping
- Communicate effectively with operations support functions to highlight requirements and challenges.
Project Manager
Pixcom Technologies LLC
01.2021 - 08.2021
- Managed the entire software and hardware lifecycle of the Mercedes Benz project for GCC countries
- Developed and maintained project work plans, including stage and exception plans
- Created schedules, budgets, and resource plans, ensuring alignment with project goals
- Managed complex technical projects from inception to completion, directing project team members to meet deadlines
- Acted as the primary liaison, maintaining close contact with stakeholders, vendors, and project team members
- Conducted regular updates to the CEO, IT Head, and top management on project progress
- Organized and led meetings with clients, vendors, and third-party companies, both onsite and online
- Lead and motivated project teams, consistently achieving KPIs
- Provided training to Mercedes Benz showroom staff, ensuring effective use of the application
- Reviewed the performance of team members and their managers, addressing any shortcomings
- Monitored project budgets versus actual expenses, ensuring cost-effectiveness
- Worked closely with engineers, product managers, and QA teams to deliver quality outcomes
- Conducted integration testing and reviewed deliverables across projects
- Documented all project-related activities, ensuring clarity and traceability
- Developed solutions to various technical challenges and resolved project issues promptly
- Managed external contracts and suppliers, ensuring compliance with project requirements
- Assisted in mentoring junior project managers, providing guidance and support
- Successfully led the project, ensuring timely delivery and high-quality results
- Built strong relationships with stakeholders, enhancing collaboration and satisfaction.
Senior Member of Technical Staff
Verizon Data Service India.
10.2015 - 01.2021
- Supervised a team of 25 agents, delivering IT products and services in collaboration with Corporate IT
- Managed employee selection, development, and evaluation, ensuring a high-performing team
- Delegated tasks effectively and reviewed team members' work, conducting performance appraisals to maintain high standards
- Planned and executed technology programs that aligned with business objectives and goals
- Developed business plans and operational practices that improved quality, increased productivity, and reduced escalation to higher support levels
- Maintained and monitored Service Level Agreements (SLAs) on a daily basis, ensuring compliance and high service quality
- Analyzed operational issues and recommended improvements to enhance service levels
- Prepared monthly reports to track team performance, productivity, and other key metrics
- Conducted in-depth research on DSAT (Dissatisfaction) to identify areas for improvement and implemented corrective actions
- Managed and oversaw the development program, ensuring continuous improvement and team skill enhancement
- Successfully improved operational quality and productivity, leading to enhanced service delivery and reduced escalations
- Consistently met or exceeded service level targets, contributing to overall business success.
Process Developer
Genpact India
01.2015 - 10.2015
- Monitor and evaluate team performance, providing feedback and conducting performance reviews
- Address and resolve conflicts within the team to maintain a harmonious working environment
- Allocate tasks and responsibilities based on team members' skills and expertise
- Develop and manage team project plans, ensuring deadlines and milestones are met
- Ensure that team members have the resources and support needed to perform their tasks effectively
- Facilitate clear and effective communication within the team and with other departments or stakeholders
- Organize and lead team meetings, including status updates, brainstorming sessions, and problem-solving discussions
- Provide regular updates and reports on team progress, issues, and achievements to higher management
- Provide guidance and support to team members for their professional growth and development
- Identify training needs and arrange for relevant training or development opportunities for the team
- Gather feedback from team members and stakeholders to improve processes and outcomes
- Identify opportunities for process improvements and implement changes to enhance team efficiency
- Oversee daily team operations and manage workflows to ensure smooth execution of tasks
- Actively resolve any operational issues that arise, ensuring minimal disruption to team productivity
- Work with other teams or departments to ensure alignment and collaboration on projects
- Engage with stakeholders to understand their needs and incorporate their feedback into team activities
- Maintain accurate records of team activities, progress, and outcomes
- Ensure that all relevant documentation is completed and updated as necessary
- Identify potential risks or issues that could impact team performance or project outcomes
- Ensure that team activities comply with organizational policies and standards
- Adhere to any industry regulations or standards relevant to the team's work.
Technical Analyst
Xerox India Limited
08.2013 - 01.2015
- Provided technical assistance to corporate employees via phone, email, and chat, ensuring timely resolution of issues
- Offered first-level support for Microsoft Outlook, Office Communicator, Blackberry Exchange Server (BES5 & BES10), and RSA
- Handled support for Exchange Server (LDAP, Outlook, Webmail), Active Directory, CISCO VPN, and XRXNA domain for Exchange Server 2010
- Managed the creation of accounts on Master Control, Info Bank, AMP Remedy System, and WebEx
- Extended contractors' IDs for application access in AIM and Novel I Manager
- Assisted in configuring corporate email on Blackberry, Android, and Apple devices, and reset Blackberry EA and device passwords
- Opened tickets for appropriate support groups, notifying on-call personnel for acceptance
- Escalated and managed high-severity tickets related to global technical issues on Microsoft Exchange Server, Blackberry Server, network, and Citrix login issues
- Successfully provided comprehensive technical support, ensuring high customer satisfaction and efficient issue resolution
- Played a critical role in managing and resolving high-severity technical issues, maintaining operational stability.
Senior Technical Support Executive
First Source
11.2011 - 08.2013
- Handled technical issues for Sky BB customers over the phone, ensuring high customer satisfaction and first-time resolution
- Troubleshot internet-related issues, configured emails on Outlook using POP3 servers, and resolved browser issues, including proxy address changes
- Conducted daily follow-ups with dissatisfied customers to ensure their issues were fully resolved
- Managed escalation calls that could not be resolved by the team, providing advanced support
- Worked on Customer Satisfaction (CSAT) and Dissatisfaction (DSAT) analysis reports to assess team performance and customer feedback
- Analyzed individual team member performance, providing motivation and guidance to help them improve their skills
- Consistently delivered high levels of customer satisfaction by resolving technical issues efficiently and effectively
- Played a key role in improving team performance through detailed analysis and targeted feedback, leading to better overall results.
Education
Bachelor of Commerce -
Anwar Uloom Degree College
Hyderabad, India 06.2005 - 08.2008
Some College (No Degree) - CEC
Shadan Junior College
Hyderabad 01.2003 - 06.2005
SSC - undefined
Board of Secondary Education
Skills
Direct client interaction, Meeting KPIs and Daily SLAs
Certification
Microsoft Certified Professional
Summary Of Experience
- Problem Logging Tools Service center, ServiceNow, AMP Remedy, Rave.
- Python, PyCharm, MSSQL database, Microsoft Power BI.
- Active directory, Adom, Cisco Jabber UC tool.
- Novel I Manager, AIM, Citrix, Master control, WebEx.
- Share point, RSA secure ID, universal Identity services, VPN client Pulse secure, Juniper pulse Cisco VPN.
- LAN/WAN, Apple, Android, Blackberry, Outlook exchange server and Micro soft office communicator.
- Google G suites application for Cooperate use like Gmail, MeetEx, calendar, hangout, Google docs and slack.
Accomplishments
- Collaborated with team of 20 in the development of Daimler.
- Supervised team of 50 staff members.
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Affiliations
- Association of Information Technology Professionals
- Project Management Institute
Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Career advancementPersonal development programsHealthcare benefitsWork from home optionSoftware
PyCharm
MS Power BI
MS Project
Languages
English
Advanced (C1)
Hindi
Advanced (C1)
Urdu
Intermediate (B1)
Telugu
Intermediate (B1)
Timeline
Project Lead
Aegan Technologies
11.2023 - 08.2024
Project Lead
Mindtree
09.2021 - 09.2022
Project Manager
Pixcom Technologies LLC
01.2021 - 08.2021
Senior Member of Technical Staff
Verizon Data Service India.
10.2015 - 01.2021
Process Developer
Genpact India
01.2015 - 10.2015
Technical Analyst
Xerox India Limited
08.2013 - 01.2015
Senior Technical Support Executive
First Source
11.2011 - 08.2013
Bachelor of Commerce -
Anwar Uloom Degree College
06.2005 - 08.2008
Some College (No Degree) - CEC
Shadan Junior College
01.2003 - 06.2005
SSC - undefined
Board of Secondary Education
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