IMTIAZ MOHAMMED
Hyderabad
Summary
Accomplished Service Delivery Manager with a proven track record at Cognizant Technology Solutions, enhancing operational efficiency and team performance through Six Sigma methodologies and effective operations management. Skilled in Hardware and Networking, I led initiatives that significantly improved productivity, demonstrating a keen ability to inspire teams and implement strategic process improvements.
Overview
14
14
years of professional experience
Work History
Service Delivery Manager
Cognizant Technology Solutions
Hyderabad
11.2021 - Current
- Manage day-to-day operations of a team of team managers, team leads, and associates, including resource/equipment planning, staffing, quality control, and reporting.
- Continuous improvement projects aim to optimize operations and improve productivity to meet and exceed business objectives
- Managed and improved team performance through performance monitoring, problem resolution, system audits, and quality assurance measures.
- Communicate effectively with other operations and/or program managers at other sites regarding risks, mitigation strategies, and the success of project SLAs.
- Continuously evaluate tools and processes, and offer solutions to ensure they are efficient, high quality, and scalable.
- Utilize strategic thinking to plan and develop team and site growth to support data delivery.
- File and track tickets, following up on blocks to productivity.
- Provide regular, formal, and informal feedback to direct reports.
- Identify and help implement process-related improvements using methodologies such as Kaizen, Six Sigma, or Lean.
- Conducted team performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments
- Develop the work schedule for the week by balancing work across various workflows and/or navigating competing delivery priorities
- Aid the human resources department in the recruitment process by interviewing potential hires and outlining clear job expectations
- Participated in recruiting to identify and evaluate associates and internal/external candidates for promotion and hire
- Maintained consistent professional improvement through company provided workshops, tracking and active participation in team projects
- Lead and inspire teams (direct and cross-functional) to deliver on the core objectives for the organization
- Lead team meetings focused on team performance, policy and site updates, and team-building activities
- Set the vision, direction, and culture of the team by managing individual and team performance expectations and goals
- Provide individual coaching feedback sessions, and frequent one-on-ones that focus on performance, attendance adherence and career development
- Create and update weekly and monthly productivity & Quality reports displaying team performance against expectations
- Speak to team on performance and ongoing coaching methods in weekly performance review meetings
Sr. Quality Auditing Analyst (On Papers Team Lead)
Accenture
Hyderabad
03.2017 - 10.2021
- Client - Google ( Nexus, Pixel & Google fi)
- Regular auditing support interactions and sharing feedback
- Providing Dsat learning about cases, for agents across teams
- Conducting learning sessions for excellent customer handling techniques
- Preparing Weekly & Monthly Business review decks and organizing client management meetings
- Giving presentations on topics for better understanding of customer support
- Training new hires on the QA & NSAT guidelines along with Product training for the assigned product and ensuring that they are certified for performing audits
- Trained and certified 7 Quality analyst for the project 'Google Fi'
- Settling disputes for the QA's for multiple products like Google Fi, Hardware, Social (Twitter, Facebook, Instagram, Facebook Messenger)
- RCA on attributes that are the major contributors across all products, thereby helping in overall quality improvement
Team Lead (on Papers Quality Specialist- Quality)
Infosys
Hyderabad
02.2016 - 02.2017
- Manage complex issues raised by the team, workflow, and lead groups of indirect reports (if necessary); be proactive and able to multitask.
- Handling 20 employees, managing their data, and accuracy.
- Use of the Pushpin Tool for the edits.
- Regular interaction with clients through review calls on a weekly basis - updating and escalating issues which needs attention
- Ensuring to deliver the required client targets
- Tracking and assignments of daily activities of the team members
- Motivate, guide and plan employees career path
- One on one feedback sessions and governance
- Prepare daily and weekly reports to enhance performance of the team
- Proactively seek to improve the project by initiating and driving smart solutions
- Capable of creating and executing strategies to achieve the desirable results
- Distinguish between relevant and irrelevant information to make logical decisions
- Track record of delivering results within deadlines
- In Depth understanding of the process and project (Google maps) and use historical knowledge gained to troubleshoot big issues
Sr. Quality Analyst (Google Maps, Mapmaker, LDO)
Globallogic Technologies
Hyderabad
06.2011 - 02.2016
- To lead a Quality team (29 members), focused on delivering core metrics of Productivity and Quality
- Preparing daily workload for the team and coordinating the daily allocation of work
- Mentoring and training junior and new members in the team
- Involved in policy implementation and strategy formation in the project/process (Google maps)
- Preparing presentations highlighting the good points and ensuring the feedback is spread to the site with appropriate statistics sharing the trend analysis; both positive and negative for the improvement of the site
- My job description also includes taking ownership of the audit samples, meeting SLA's reaching weekly & monthly targets and ensuring quality in every sample audited by the team
Education
Diploma - Information Technology
SCBIT
03.2009
Bachelor's Degree - Electronics and Communication Engineering
JNTU
03.2007
Skills
- Six Sigma
- Hardware and Networking
- MS Office
- Milestone Training
- Performance Management
- Operations Management
Education
Hyderabad, Telangana,Sydney, New South Wales
Contact
Hyderabad Telangana
Timeline
Service Delivery Manager
Cognizant Technology Solutions
11.2021 - Current
Sr. Quality Auditing Analyst (On Papers Team Lead)
Accenture
03.2017 - 10.2021
Team Lead (on Papers Quality Specialist- Quality)
Infosys
02.2016 - 02.2017
Sr. Quality Analyst (Google Maps, Mapmaker, LDO)
Globallogic Technologies
06.2011 - 02.2016
Diploma - Information Technology
SCBIT
Bachelor's Degree - Electronics and Communication Engineering
JNTU
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