Irfan Kazi
Mumbai
Summary
Results-driven Technical Operations Leader with over 20 years of experience in managing enterprise operations and technical teams. Expertise in implementing scalable solutions, optimizing processes, and ensuring compliance with SLAs and KPIs. Proven ability to lead teams, enhance service delivery, and drive operational improvements through strategic planning and risk management.
Overview
24
24
years of professional experience
1
1
Certification
Work History
AVP - Enterprise Operations
ZICOM SAAS PVT LTD
10.2023 - Current
- Spearheaded enterprise operations focused on e-surveillance and technical service delivery across multiple locations, enhancing operational capabilities.
- Develop, deliver and drive a robust operational risk framework, ensuring this is in line with company framework
- Managed and supervised high-performing team of specialists in project, service, and collection across multiple locations.
- Designed and implemented robust SOPs to improve SLA compliance and enhance customer satisfaction.
- Championed cost reduction strategies, optimizing technical team utilization and resource allocation to improve overall effectiveness.
- Guided a cross-functional team to achieve revenue assurance goals and operational efficiency.
GM – MYCS Operations
ZICOM SAAS PVT LTD
10.2022 - 09.2023
- Led cross-functional teams to enhance operational efficiency and customer satisfaction.
- Led implementation of advanced monitoring tools to enhance incident resolution timelines.
- Ensured compliance with high-quality service management, supporting seamless client operations.
- Oversaw budget management, ensuring resource allocation aligns with strategic goals.
- Developed and implemented training programs for staff to improve performance.
AGM – MYCS Operations / Head – Customer Support
ZICOM SAAS PVT LTD
10.2021 - 09.2022
- Managed daily operations to ensure efficient service delivery.
- Managed operations to maintain maximum uptime for MYCS surveillance systems.
- Implemented process improvements to streamline workflows and enhance productivity.
- Coordinated cross-departmental communication to align operational goals.
- Streamlined outreach efforts to re-engage lost customers, improving retention strategies.
Vertical Head – IT Products
F1 Info Solutions and Services Pvt Ltd
04.2015 - 11.2016
- Led IT service operations for top-tier technology brands including D-Link, Zyxel, AOC, Viewsonic, Asrock, Digilite, Appsdaily, Syska Gadgets, On-site Go, TATA-AIG, Diebold, and Volksara, ensuring seamless service delivery and high client satisfaction.
- Managed a nationwide technical service team, overseeing training programs, skills development, and ensuring strict adherence to SLA (Service Level Agreement) commitments to maintain service excellence.
- Spearheaded optimization of technical operations, implementing streamlined workflows and process automation to enhance service turnaround times.
- Led expansion of service centers and support networks, increasing service coverage across multiple cities to enhance accessibility and response times.
- Developed vendor and partner relationships, negotiating contracts to establish effective service-level agreements aligned with business objectives.
- Now acquired by flipkart
Manager – Product Development – IT Products
Neoteric Infomatique Ltd
10.2010 - 08.2014
- Led product development initiatives for UMAX, overseeing market research, product positioning, and lifecycle management to drive business growth.
- Developed and implemented go-to-market strategies, including branding, pricing, and promotional activities to enhance product visibility and market penetration.
- Managed end-to-end sales and marketing strategies, aligning planning and execution with sales team collaboration to achieve revenue targets.
- Conducted competitive analysis and market research to identify emerging trends and optimize product offerings for enhanced sales performance.
- Collaborated with cross-functional teams, including R&D and supply chain, to facilitate timely product launches and adapt to market changes.
- Built and maintained strong relationships with channel partners, distributors, and key stakeholders, ensuring seamless business operations.
Manager - Agency
Bharti Axa Life Insurance Company Ltd
09.2009 - 09.2010
- Recruited, trained, and managed team of insurance agents, boosting sales performance to meet business targets.
- Developed and implemented sales strategies, expanding client base and increasing revenue.
- Built and maintained strong relationships with clients, providing expert guidance on insurance products and services.
- Monitored agent performance, provided coaching, and conducted regular training to improve overall productivity.
- Ensured compliance with company policies, industry regulations, and ethical standards.
- Assisted clients in navigating the claims process, ensuring a smooth and efficient resolution.
Associate Manager – Regional Sales & Marketing
Creative Technology Ltd
07.2006 - 07.2009
- Drove regional sales growth in India for Creative’s portfolio of audio products, including speakers, sound cards, headphones, and multimedia solutions, achieving a 25% year-on-year market expansion.
- Managed national distributors, retailers and channel partners, ensuring strong alignment between technical, marketing and sales teams to maximize revenue and customer engagement.
- Executed go-to-market strategies, optimizing pricing, distribution, and promotional campaigns to enhance brand visibility in retail and online channels.
- Spearheaded marketing initiatives, conducting competitive analysis and market intelligence to inform strategy.
- Launched and managed retail training programs for sales representatives and channel partners, ensuring a deep understanding of Creative’s product benefits and differentiation.
- Enhanced after-sales support strategy, improving customer service standards and technical support processes to increase customer satisfaction and brand loyalty.
Sr. Service Manager – West Region
Cyberstar Infocom Ltd
10.2001 - 06.2006
- Enhanced after-sales support strategy, refining customer service standards, warranty management, and technical support processes to elevate customer satisfaction and foster brand loyalty.
- Managed services for the national distributors, retailers and channel partners, with the support of OEMs for the IT products like HDD, Motherboards, CPUs, sound cards, audio productsensuring strong alignment between technical, marketing and sales teams to maximize revenue and customer engagement.
- Spearheaded marketing initiatives and conducted competitive analysis, providing insights that informed strategic decisions.
- Launched and managed retail training programs for sales representatives and channel partners, ensuring a deep understanding of Creative’s product benefits and differentiation.
Education
Bachelor of Science - MPC
SVITM
Sohna01-2015
Advanced Diploma in Networking Technology -
CMS Institute
Mumbai01-1999
Diploma in Computer Technology -
Shree Ram Polytechnic
Mumbai01-1996
Higher Secondary Certificate - Science
St. Francis College
Mumbai01-1993
Skills
- Technical service management
- Project management
- SLA compliance
- Revenue assurance
- Budget optimization
- Cross-functional Team Management
- Strategic leadership
- Service workflows
- Incident tracking
- Problem resolution
- Escalation management
- IT product knowledge
- Vendor and client relations
- Process optimization
Accomplishments
- Technical Process Optimization: Led initiatives that reduced incident response times and improved SLA adherence.
- Leadership Excellence: Successfully built and mentored high-performing technical teams across India.
- Client Engagement: Strengthened enterprise client relationships by delivering exceptional technical solutions.
- Recognized with multiple awards for outstanding performance at Zicom SAAS, Neoteric Infomatique, Bharti AXA, and Creative Technology.
Personal Information
Title: Technical Operations Leader | AVP - Enterprise Operations
Languages
- Hindi
- Marathi
- Gujarati
- Fluent in English
Certification
AI Tools Workshop - be10x
Timeline
AVP - Enterprise Operations
ZICOM SAAS PVT LTD
10.2023 - Current
GM – MYCS Operations
ZICOM SAAS PVT LTD
10.2022 - 09.2023
AGM – MYCS Operations / Head – Customer Support
ZICOM SAAS PVT LTD
10.2021 - 09.2022
Vertical Head – IT Products
F1 Info Solutions and Services Pvt Ltd
04.2015 - 11.2016
Manager – Product Development – IT Products
Neoteric Infomatique Ltd
10.2010 - 08.2014
Manager - Agency
Bharti Axa Life Insurance Company Ltd
09.2009 - 09.2010
Associate Manager – Regional Sales & Marketing
Creative Technology Ltd
07.2006 - 07.2009
Sr. Service Manager – West Region
Cyberstar Infocom Ltd
10.2001 - 06.2006
Bachelor of Science - MPC
SVITM
Advanced Diploma in Networking Technology -
CMS Institute
Diploma in Computer Technology -
Shree Ram Polytechnic
Higher Secondary Certificate - Science
St. Francis College