Mohammed Shaik
IVR Operation Manager
Pune,Maharasthra
Summary
Operations and technology leader with 18+ years of experience architecting scalable, high-availability customer engagement platforms. Expert in Cisco CVP-based IVR systems and enterprise-grade Java applications. Proven ability to lead end-to-end solution delivery, modernize legacy infrastructures, and align technical strategies with business objectives. Passionate about driving innovation through emerging technologies including Kafka, Spark, and cloud-based architectures.
Energetic and detail-focused individual with knack for optimizing processes and managing operational workflows. Possesses in-depth understanding of technical systems combined with strong analytical and problem-solving skills. Committed to driving efficiency and improving operational outcomes through innovative solutions.
Technical operations professional with comprehensive experience in optimizing systems and processes. Proven track record in enhancing operational efficiency, driving project success, and fostering team collaboration. Adept at managing cross-functional teams, solving complex technical issues, and adapting to dynamic environments. Strong leadership, strategic planning, and communication skills valued by employers.
Overview
19
19
years of professional experience
5
5
years of post-secondary education
2
2
Certifications
4
4
Languages
Work History
Technical Operations Manager
Servion Global Solutions
Pune
08.2015 - Current
- Spearheaded migration of Cisco CVP platforms from versions 8.5 to 10.5 and 12.6(1), ensuring enhanced performance and platform stability.
- Architected Kafka and Spark-based solutions for real-time IVR data analytics.
- Led Disaster Recovery Drill project achieving seamless IVR failover across PGW, VXML, CTI, and Database components.
- Delivered highly available IVR solutions for Vodafone Idea, handling millions of customer interactions monthly.
- Mentored junior engineers and facilitated agile ceremonies with DevOps and QA teams.
- Updated and published standard operating procedures (SOPs) using stakeholder, customer and employee input and feedback resulting in clearer and more useful instruction for users.
- Fostered a positive work environment by cultivating open lines of communication among team members.
Technical Lead, Operations
InventureIS Pvt Ltd
Pune
09.2014 - 08.2015
- Designed and developed scalable IVR applications and backend Java systems for telecom clients.
- Improved call flow reliability and reduced response time through optimized VXML and backend service design.
- Collaborated with cross-functional teams to ensure seamless integration of new technologies into existing infrastructure.
- Delivered projects on time or ahead of schedule through meticulous planning, coordination, and execution.
Senior Application Developer
IBM India Pvt Ltd
Pune
03.2011 - 09.2014
- Developed key modules including Mobile Banking, DND, Outbound Dialer, SR Status, and Appeal Validation.
- Built internal monitoring tools using Spring and Hibernate, improving SLA adherence by 30%.
- Delivered TRAI-compliant regulatory applications for telecom clients.
- Contributed to architectural decisions that resulted in more scalable and maintainable applications for long-term success.
- Learned and shared knowledge of new technologies to support technically challenging projects and assume various responsibilities.
Senior Software Engineer
Servion Global Solutions
Pune
12.2008 - 03.2011
- Led Tata Docomo IVR deployment across 14+ languages, supporting rapid regional expansion.
- Designed reusable IVR components reducing development effort by 25% across projects.
- Enhanced software functionality by identifying and resolving complex technical issues.
- Mentored junior developers, fostering professional growth and enhancing team productivity.
Software Engineer
Tata Consultancy Services (TCS)
Chennai
09.2006 - 12.2008
- Developed Java-based portals (Netasthra, E-Bonding) integrated with ESM tools and ticketing systems.
- Collaborated with enterprise service teams to ensure real-time issue resolution and SLA management.
- Developed scalable and maintainable code, ensuring long-term stability of the software.
- Integrated new technologies into existing systems, increasing capabilities and improving overall performance.
Education
Master of Computer Applications -
Osmania University
Hyderabad 01.2003 - 07.2005
Bachelor of Science - MPCs
National Degree College
Nandyal 07.2000 - 06.2003
Skills
IVR & Telephony Platforms
Cisco CVP
VXML
ICM
Media Servers
Inbound/OBD IVR Architecture & Design
SLA/KPI Monitoring
undefinedCertifications Recognition
- Cisco CVP IVR Developer – Servion
- Sun Certified Java Programmer (SCJP)
- IBM White Belt (Agile Foundations)
- Customer Excellence Awards – IBM & Servion
Core Competencies
Cisco CVP (VXML, ICM, PGW), Media Servers, Inbound/OBD IVR Architecture & Design, Core Java, J2EE, Spring, Hibernate, Web Services, Apache Kafka, Apache Spark, Oracle 11g, PL/SQL, SLA/KPI Monitoring, Custom Analytics Tools, Agile Methodologies, DevOps Collaboration, Disaster Recovery Planning, Full SDLC Management
Certification
Google Dialog Flow essentials
Timeline
Certified Associate in Python Programming
11-2024
Google Dialog Flow essentials
08-2024
Technical Operations Manager
Servion Global Solutions
08.2015 - Current
Technical Lead, Operations
InventureIS Pvt Ltd
09.2014 - 08.2015
Senior Application Developer
IBM India Pvt Ltd
03.2011 - 09.2014
Senior Software Engineer
Servion Global Solutions
12.2008 - 03.2011
Software Engineer
Tata Consultancy Services (TCS)
09.2006 - 12.2008
Master of Computer Applications -
Osmania University
01.2003 - 07.2005
Bachelor of Science - MPCs
National Degree College
07.2000 - 06.2003
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