Mohd. Quasim Khan
AVP Enterprise Technology (Delivery Support & Tech Transformations)
Bangalore
Summary
Experienced with financial management, strategic planning, and risk assessment. Utilizes comprehensive knowledge to drive operational efficiency and support business growth. Track record of leading cross-functional teams and implementing impactful initiatives.
Overview
21
21
years of professional experience
2
2
Certifications
2
2
Languages
Work History
AVP – Enterprise Technology
HDFC Life Insurance Company Limited
Bengaluru
11.2016 - Current
- Head Enterprise Application Delivery & Support, Release Management & End User Support
- Driving key strategic initiatives which directly impacts LOB across distribution channels
- Team building which includes cross-skilling and fresh hiring basis the need and skill gap
- Capital planning and investments - Basis the company financials and the current landscape - plan for a given year and track performance against it.
- Cyber Security - Make sure that the applications which are being developed and are ready in production complaint to the expected security standards.
- Governance- Responsible for end to end governance for entire tech platform.
- Emerging Technologies- Understand the emerging tech and determine which one could have an impact on the organization.
- Managing enterprise application for HDFC Life which cut across key verticals
- Catering to the support needs for across the Organization.
- Release Management- Manage enterprise application release life cycle from Dev to Production Environment.
- Data Analytics- Evaluate application and System performance using system data, alert and tickets to determine the health of the system.
- Look for Automation scope to reduce to manual interventions across the systems.
- Audit- Evaluate policy and processes to make them complaint as per company and industry standards.
- Vendor management and evaluation to look out for new ideas and mature them by conducting POCs and publishing the results to senior management with strong business case.
- Manage IT projects for Software, Hardware and Application solution in line with the company yearly planning.
Director - Global Product Support, Software Testing & IT-EUC (XEEVA –Supply Chain Division)
NETLINK SOFTWARE PVT. LTD
12.2007 - 10.2016
- Provide executive leadership for Global Support, Testing and IT for teams based out of India, Mexico, Brazil and US.
- Lead operations and strategic direction with full responsibility for bottom line factors, including long range planning, infrastructure improvements and service delivery.
- Manage product launch until it goes live on operations.
- Responsible for multiple support teams, processes and Support offers for all Netlink products supported in a particular geo. Track, monitor and regularly report on department operations.
- Develop action plan and implement checks and balances to conduct, review, and respond to customer satisfaction surveys across the Management team. Help prepare action plan(s) to address identified issues.
- Interact with internal and external executive management and keep key groups up to date across the organization. Interact with regional and corporate management within and across departments on matters between impacting customers and/or the company.
- Establish key service level benchmarks and initiate appropriate reporting and measurement methods to assess departmental and individual performance for executing company’s strategy.
- Develop and participate in a culture where employees are highly motivated, energetic, excited and enthusiastic working for the company
- Works with HR and executive management to execute measurement, reward/recognition and compensation plans for the group that are competitive, motivating, aligned with the Company’s value proposition, vision and strategy and within budget guidelines
- Participates in the development of business goals and budget directly related to workforce planning and organizational design
- Plan for IT optimization and virtualization for Netlink infrastructure to optimize cost.
- Resource planning and forecasting for upcoming projects.
- Key Highlights
- Received 5 Promotion in the span of 9 years.
- Leading critical technical teams providing development & support for Dot Net (MVC 4.5 & Angular JS) & database (Oracle 11g & SQL), webservers (Linux & Windows).
- Played critical role in establishing matured Procure to pay (P2P) Product for enriched customer experience.
- Have seen the Xeeva P2P product since inception and significantly contributed to mature it as a SaaS application.
- Proficiency in launching the Xeeva P2P product across 167 locations globally.
- Hands on experience on performing critical data migration from customer’s legacy procurement system.
- Gave huge savings to the organization with multi-tenancy implementation in IT.
- Raised revenue with chargeable change requests and revised the costing methodology.
- Implemented continuous integration using open source and automated release/build/DB scripts and gave huge savings of time and resource.
- Automated global support process and introduced center of excellence vertical to gauge the quality of the process and eventually increased the productivity.
- Redefined complete infrastructure to optimize implementation cost, through virtualization.
- Highly recognized for people management, expertise in multiple domain and customer handling skills.
- Received service excellence award five times during my tenure.
- Partner closely with the training team to ensure technical information is relevant, accurate and communicated at the appropriate level for all the releases and roll out.
Service Coordinator
ORANGE BUSINESS SERVICES
11.2005 - 11.2007
- Acting as SPOC for 22 EEMEA Nations
- Coordination with other relevant departments e.g. GCSC (Global customer service centre) Rio, Atlanta, Cairo, and Sydney. GNMC (Global network management centre) India, and Singapore. Field Operations APA, MEA, WE (Asia Pacific, Middle East Africa, Western Europe).
- Dispatch Field Engineers to the customer’s site on time within given SLA (Service level agreement).
- Receive orders from customer through lotus, dispatch board or CSM portal (Sesam) analyse customer request if its IPVPN, IS, data, voice, one time request or IMAC etc and action further ensuring agreements of contracts.
- Raise tickets at Orange end for various customer requests like installation of new communication equipment like CISCO Router, Nortel switch, cards insertion, migration, desktop installations, etc. Assign engineer for the same, keep track of the request as owner of ticket.
- Coordinate with Logistic worldwide (DHL, Concord) for part delivery and recovery from customer premises.
- Ensures cases are allocated to the most appropriate next level/organization as part of the case flow process.
- Provide process training to all the new Agents and also to conduct refresher training every month.
- To handle level 1 escalation in absence of supervisors especially on weekends
- Call Monitoring on Symposium For the Agents
- Received appreciations from high profile customers like British Airways, Air France, Air Canada for timely response and precise activities.
- Use standard tools like Clarify, for CRM activities, and Lotus for mailing.
Customer Response Executive
RELIANCE INFO STREAMS PVT. LTD
12.2004 - 11.2005
- Handling queries of the corporate customers related to; Product Details, Billing, Technical & Networking Issue, MACD. For Broadband services for Data (MPLSVPN, BIA, LEASE LINE, IPLC) and Voice (POTS, CENTREX, ISDNBRI), AUDIO CONFERENCING, E1 TRUNKS, ANALOG TRUNKS, RSN (Reliance single number) applications of Reliance Infocomm.
- Communicate with corporate clients on regular intervals for business related issues and for customer satisfaction & retention.
- Imparting Product, Process, soft Skills and Network related queries to 60 CSRs across the floor.
- Handle team in absence of Team Leader, Generate Rosters, Address budding & training sessions to new CSR’s, Generate necessary reports on daily, weekly or monthly basis
- Interact with Service Assurance Team of local circles across India.
- Interact with customers regarding feedback of their requests or complaints, inform customers regarding any updates, retention efforts of terminating customers, and other information calls.
- Has become a part of the Training faction whose core responsibility is to train new recruits on live calls.
- Evaluate quality score of the team.
- Use standard tools like Clarify, for CRM activities, and Lotus for mailing.
Education
B.Com -
Skills
- Service Delivery, Stake Holder Management, Program Management, Project Management, Vendor Management Process Improvements, People Management, Compliance & Audit Major Incident Manager Service transition Operations Management & Change Management
Channel strategy development
Compliance & Audit
Strategic internal communications
Risk mitigation strategies
Operations management
Partnership cultivation expertise
Corporate communications
Organizational strategy formulation
Certification
ITIL Certified
Interests
Energetic sports individual, with active participation in cricket, table tennis and Football, Terrain driving and adventure sports Participated in mud rallies
Timeline
AVP – Enterprise Technology
HDFC Life Insurance Company Limited
11.2016 - Current
Director - Global Product Support, Software Testing & IT-EUC (XEEVA –Supply Chain Division)
NETLINK SOFTWARE PVT. LTD
12.2007 - 10.2016
Service Coordinator
ORANGE BUSINESS SERVICES
11.2005 - 11.2007
Customer Response Executive
RELIANCE INFO STREAMS PVT. LTD
12.2004 - 11.2005