Mohammed Yakhoob Hussain
Hyderabad
Summary
Certified Support Manager with over 21 years of experience in Product Support Operations, Customer Success, and Customer Service. Recognized for leading cross-cultural teams to achieve operational excellence in Enterprise Tech Support. Exceptional communication and interpersonal skills facilitate navigation of dynamic environments with rapidly shifting priorities. Proven track record in building and retaining high-performing teams through motivational management and innovative performance strategies.
Strong analytical abilities combined with strategic thinking and execution skills, supported by ITIL V3 (2011) Foundation certification, drive success in delivering outstanding customer experiences.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Director, Enterprise Product Support
Progress Software Development Pvt Ltd
02.2019 - Current
- In my role as Director Enterprise Product support, I Lead the Technical Support centers in Hyderabad & Bengaluru for all Digital Experience Business unit products (Sitefinity, MOVEIT, WS-FTP, ShareFile, Podio, Right Signature) in APAC, EMEA & US shifts
- Lead 7 Managers managing APAC, EMEA & US Shifts with overall headcount of 90 plus employees managing Product Support & Customer Service teams of Tier 1, Tier 2, Tier 3 Support.
- Manage all aspects of operations in Hyderabad & Bengaluru Support center which includes multi shift Operations, Performance management, Hiring, Budget Allocation, Yearly Appraisals etc.
- Involve in strategic decisions of the products with collaborations with Leaders from Engineering, Customer success, Sales, HR etc
- Act as a Leadership point of contact for APAC region for external customers and Internal Stakeholders
- Responsible to Hire and Develop the best in line with key Leadership principles, Create and implement a talent plan, performance and career management, learning and development and positive employee engagement
- Support, coordinate and facilitate structured process improvement activities aligned to business goals, fosters a culture of continuous improvement, providing thought leadership to and influencing change at various levels in the organization
- Participating in Global Weekly meetings to discuss performance & new Initiatives
- Collaborate with Hyderabad core committee on Site Operations
Sr Manager Enterprise Product Support
Progress Software Development Pvt Ltd
04.2017 - 01.2019
- Lead 2 Managers managing APAC, EMEA & US shift with 32 employees working in multiple products
- Lead 2 Customer Success Account Managers
- Responsible for all aspects of the team management which includes
- Hiring
- People Management
- Operational Management
- Escalation Management
- Participating in Global Weekly meetings to discuss performance & new Initiatives
- Annual appraisals
- Budgeting of Hyderabad Support Team
Senior Manager Enterprise Product Support– GBU
Oracle India Pvt Ltd
09.2014 - 04.2017
- Lead a team of 10 Software Engineers of HSGBU
- Responsible for all aspects of the team management which includes coaching, personal development, hiring forecasting, attendance attrition etc
- Drive metrics like Customer Experience, Productivity, Compliance etc by effectively managing and allocating resources
- Escalation Management & Employee development
- Participating in Global Weekly meetings to discuss performance & new Initiatives
- Case Audits to ensure Process is followed across
- Annual appraisals
Manager, Enterprise Product Support – GCS, Operations
Oracle India Pvt Ltd
11.2010 - 09.2014
- Managed a single geographic region (APAC / EMEA / EST / PST) with direct and diagonally reporting engineers
- Lead a team of 15 Software Engineers
- Responsible for all aspects of the team management which includes coaching, personal development, hiring forecasting, attendance attrition etc
- Drive metrics like Customer Experience, Productivity, Compliance etc by effectively managing and allocating resources
- Escalation Management
- Employee development
- Participating in Global Weekly meetings to discuss performance & new Initiatives
- Case Audits to ensure Process is followed across
- Annual appraisals
Team Manager- Enterprise Support
KPIT Cummins Info systems Ltd, Pune
12.2007 - 11.2010
- Lead a team of 8 Software Engineers
- Responsible for all aspects of the team management which includes coaching, personal development, hiring forecasting, attendance attrition etc.
- Strive for continuous improvement in team and individual performance expectations
- Drive metrics like Customer Experience, Productivity, Compliance etc by effectively managing and allocating resources
- Escalation Management
- Client expectation management
- Annual appraisals
Team Lead – Tech Support Operations
Sutherland Global Services, Chennai
09.2007 - 12.2007
- Handling a team size of 12 associates who provide support to Dell Consumer customers for products such as Desktop, Laptops and Printers
- Responsible for all aspects of the team management which includes coaching, personal development, hiring forecasting, attendance attrition etc.
Standardization Specialist 1
Dell International Services -Hyderabad, Gurgaon
05.2006 - 09.2007
- Was part of Process Engineering Team and worked on different Enterprise level projects like Agent Certification, Developing Process Audit Framework, Developing & Implementing Resolution Tool to improve productivity & Site Launch Specialist.
Technical Support Expert
Dell International Services -Hyderabad, Gurgaon
03.2005 - 05.2006
Sr Technical Support Associate
Dell International Services -Hyderabad, Gurgaon
06.2004 - 03.2005
Technical Support Associate
Dell International Services -Hyderabad, Gurgaon
06.2003 - 05.2004
Education
M.Sc. - Comp Science
Hyderabad Presidency College, Osmania University
12.2002
Skills
- Experience in Generative AI , MS-Office, Web logic Application Server, Basic Java, Networking concepts
- Strategic thinking and Operations managment
- Creating and sustaining a dynamic environment that fosters development opportunities and motivates high performance amongst team members
- Collaboration with clients & Internal stakeholders
- Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets
- Managing team functions viz manpower planning, induction, performance appraisal, training, etc
- Mapping business requirements and coordinating in developing and implementing processes in line with the pre-set guidelines; spearheading process transition initiatives
Certification
- A ITIL V3 (2011) Foundation Certified.
- Certified Customer Support Manager by Service Strategies
Hobbies and Interests
Playing Chess, Cricket, Football, Table Tennis
Training
- ITIL V3 (2011) Foundation
- Customer Support Manager by Service Strategies in Oracle and completed Support Manager Certification
- 5 days TSIA training workshop for Support Operations attended in LAS VEGAS conducted by TSIA
- Web logic Server Administration Training by Oracle University
- Customer Management, Leadership & People Management Training’s in Progress Software, Oracle Pvt Ltd, Dell International Services
Timeline
Director, Enterprise Product Support
Progress Software Development Pvt Ltd
02.2019 - Current
Sr Manager Enterprise Product Support
Progress Software Development Pvt Ltd
04.2017 - 01.2019
Senior Manager Enterprise Product Support– GBU
Oracle India Pvt Ltd
09.2014 - 04.2017
Manager, Enterprise Product Support – GCS, Operations
Oracle India Pvt Ltd
11.2010 - 09.2014
Team Manager- Enterprise Support
KPIT Cummins Info systems Ltd, Pune
12.2007 - 11.2010
Team Lead – Tech Support Operations
Sutherland Global Services, Chennai
09.2007 - 12.2007
Standardization Specialist 1
Dell International Services -Hyderabad, Gurgaon
05.2006 - 09.2007
Technical Support Expert
Dell International Services -Hyderabad, Gurgaon
03.2005 - 05.2006
Sr Technical Support Associate
Dell International Services -Hyderabad, Gurgaon
06.2004 - 03.2005
Technical Support Associate
Dell International Services -Hyderabad, Gurgaon
06.2003 - 05.2004
M.Sc. - Comp Science
Hyderabad Presidency College, Osmania University
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