Mohammed Roushan
Product Support Team Lead
Bengaluru,Karnataka
Summary
Organized Team Lead with over nine years of AdTech industry experience. Expert in software configuration, product support, and incident management, with a strong track record in global client collaboration. Currently leading a team at Singular, excelling in troubleshooting, resolving complex issues, and enhancing product offerings. Adept at mentoring teams, creating documentation, and driving customer support improvements. Strong communicator focused on client satisfaction, team development, and operational excellence. Skilled in productivity analysis, managing escalations, and implementing innovative solutions to streamline processes and reduce ticket resolution times.
Overview
10
10
years of professional experience
Work History
Team Lead
Singular - Mobile Measurement Partner (MMP)
11.2023 - Current
- Overseeing the troubleshooting and resolution of client issues across all Singular products, including Analytics, Attribution, SKAN, Audiences, AdMon, and ETL
- Reviewing the escalations to R&D team to ensure valid escalations with all the required details
- Driving initiatives to improve and grow the customer support competency
- Collaborating with cross-functional teams to enhance product offerings and resolve complex technical issues
- Writing and maintaining documents and implementing processes for the team
- Reviewing tickets and providing feedback to individual team members for improvement
- Mentoring and training new team members on Singular products and processes
- Creating and reviewing the templates for the escalations to other teams using Zendesk macros
- Conducting post-mortems of mishandled tickets and DSATs
- Created a technical discussion forum for discussing and driving/solving tickets quickly, hence reducing the resolution time
- Identified the need of having dedicated support POC for the strategic clients across the globe and leading efforts of having assigned POCs to few top clients
- Creating dashboard reports on Zendesk Explore to get volumetrics of daily incoming tickets, escalations, backlogs, etc
- Creating productivity reports to calculate individual and overall team productivity
- Managing team rostering and tracking shift allowances, submitting to the finance team
- Involved in an AI Copilot implementation process to help in troubleshooting issues, getting internal and external documents and related tickets, etc., to resolve the tickets quickly, reducing resolution time.
Product Support Engineer
Singular - Mobile Measurement Partner (MMP)
04.2022 - 10.2023
- Served as the first point of contact for Singular's clients and partners, troubleshooting issues or escalating them internally
- Conducted thorough investigations into data discrepancies to ensure accurate reporting and analysis
- Diagnosed and resolved issues with tracking links, Postbacks, API reports, and other technical components
- Troubleshooting issues with Banners and it's desired behaviors on the client's mobile apps
- Addressed issues, queries, and configuration requests for Singular's strategic clients and partners
- Configured and managed ETL schemas to streamline data processing and integration
- Effectively communicated technical solutions to clients, ensuring their understanding and satisfaction
- Collaborated closely with Support, Product, and Engineering teams to enhance and expand the product offerings
- Working closely with the global support team
- Created comprehensive help center documentation for internal teams
- Conducted training sessions for new joiners on Singular products and processes.
Senior Product Support Engineer
Operative India Private Limited
03.2021 - 06.2022
- Provided Level-2/3 support for clients across APAC, UK, Europe, and US regions
- Mentored and led two different teams from Romania and Bangalore
- Created detailed documentation of processes and technical guides
- Provided training to newly onboarded team members
- Guided existing team members in the investigation and analysis of customer-reported issues
- Coordinated with the Professional Services team to escalate their issues and enhancement tickets to the engineering team
- Scheduled meetings with customers for better understanding of a reported issue
- Tracked all bug and enhancement tickets
- Coordinated with ProdOps and QA teams during releases and performed release-related activities
- Coordinated with the service management team when a major incident was reported and kept customers updated on the progress of the solution
- Rescheduled ETL and Persister jobs as per customer's requirements
- Collected Advanced/Debug logs for reported issues and provided them to the engineering team for creating story/bug tickets
- Coordinated with the Development team in investigation and providing solutions and RCA for customer-reported issues.
Product Support Engineer
Operative India Private Limited
03.2018 - 02.2021
- Monitored application-dependent jobs such as ETL, MSSQL Reporting, Data Drop, CSV Based integrations, and Microservices
- Analyzed and troubleshooted customer-reported issues
- Executed known database workarounds within the predetermined time
- Created detailed documentation for internal users, both processes and technical guides
- Handed over cases with sufficient information for the next team to continue troubleshooting.
Configuration Specialist
Operative India Private Limited
09.2014 - 02.2018
- Configured the Media and Ad-Ops requirements of various clients into the Enterprise Software Product, Operative One (O1)
- Configured 60+ items into Operative One (O1) for 50+ clients across 6 environments, achieving a 98% completion rate
- Responded to client queries within given time limits
- Worked closely with the Professional Services Team to deliver the required business objectives
- Executed software configuration tasks relating to implementing the Operative.One platform, including UI configuration and Excel data loading
- Served as the liaison between Senior Solution Consultants and Tier 2 Support regarding advanced configuration tasks, issue escalation, and problem management
- Troubleshooted issues and followed up through issue resolution
- Documented best practices and communicated with team members
- Provided training to teams based in the US and Romania.
Education
Bachelor of Computer Applications -
Bangalore University
Skills
MySQL
JavaScript, HTML
Postman
ETL, MSBI
Jira, Sales Force, Zendesk
Operations Management
Performance monitoring
Coaching and Mentoring
Shift Scheduling
Multitasking Abilities
Decision-Making
Analytical Skills
Team building
Problem-solving abilities
Languages
English
Kannada
Hindi
Urdu
Timeline
Team Lead
Singular - Mobile Measurement Partner (MMP)
11.2023 - Current
Product Support Engineer
Singular - Mobile Measurement Partner (MMP)
04.2022 - 10.2023
Senior Product Support Engineer
Operative India Private Limited
03.2021 - 06.2022
Product Support Engineer
Operative India Private Limited
03.2018 - 02.2021
Configuration Specialist
Operative India Private Limited
09.2014 - 02.2018
Bachelor of Computer Applications -
Bangalore University