Summary
Overview
Work History
Education
Skills
Education
Contact
Timeline
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IMTIAZ MOHAMMED

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
IMTIAZ MOHAMMED