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NAVEED KHAN
Bangalore
Summary
Associate Director & Delivery Leader with 15+ years of experience in IT service operations, project management, and global delivery across consulting and technology services. Proven expertise in Agile/Scrum methodologies, stakeholder engagement, and cross‑functional team leadership, with a strong record of driving cloud transformation, customer success, and ecosystem strategy. Skilled in program governance, alliance management, KPI optimization, and risk mitigation, enabling measurable business outcomes and revenue growth. Certified in PMP, PRINCE2, ISO 9001, Six Sigma Black Belt, ITIL, Agile, and Azure, with hands‑on expertise in CRM pipeline governance, AI‑driven automation, QA frameworks, and executive communication. Adept at leading global teams, aligning stakeholders across EMEA, APAC, and AMER, and delivering high‑quality solutions through structured execution and change management.
Overview
12
12
21
21
years of professional experience
Work History
ASSOCIATE DIRECTOR - OPERATIONS
LTIMindree
Bangalore, Karnataka
06.2022 - Current
- Lead global multi-channel customer support operations across Email, Chat, and Phone channels, supporting EMEA-focused delivery while collaborating across APAC and AMER operating models.
- Own operational strategy, execution cadence, stakeholder alignment, escalation governance, and performance improvement across large distributed teams.
- Transformed manual and fragmented workflows into structured operating models with clear ownership, defined process gates, performance metrics, dashboards, and follow-up mechanisms.
- Partner with engineering, workforce management, quality, support enablement, and customer-facing teams to identify system gaps, drive workflow improvements, and improve support predictability.
- Led data-driven reviews of CSAT, FTR, MRT, case routing, backlog, and quality metrics to identify trends and root causes, enabling scalable corrective actions.
- Prepare executive-ready business reviews, leadership communications, operational deep dives, and action plans focused on customer impact, delivery risks, and measurable improvement.
- Mentored team leads and managers, strengthened accountability practices, and established repeatable review mechanisms to enhance team performance and service consistency.
- Executive influence: Regularly prepares leadership-ready WBR/QBR narratives, performance summaries, escalations, and data-backed recommendations for senior stakeholders.
OPERATIONS MANAGER
Mindtree
Bangalore, Karnataka
03.2022 - 06.2022
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Streamlined operational processes to enhance efficiency across multiple departments.
- Led cross-functional teams to address and resolve operational challenges.
- Implemented best practices for resource allocation and management in projects.
- Monitored key performance indicators to assess operational performance regularly.
- Facilitated continuous improvement initiatives to optimize workflows and minimize waste.
- Supervised daily workflow of employees to maximize productivity and uphold quality standards.
- Built strong operational teams to meet process and production demands.
- Coordinated training programs to enhance staff skills and improve collaboration.
- Collaborated with team leaders on quality audits.
TECHNICAL LEAD - QUALITY ASSURANCE
Mindtree
Bangalore, Karnataka
03.2018 - 03.2022
- Managed quality KPIs, SLA adherence, CSAT trends, and operational performance reporting.
- Led quality assurance programs through call monitoring, case audits, and compliance reviews.
- Conducted RCA on quality defects, customer dissatisfaction drivers, and process deviations.
- Coached and mentored agents through feedback sessions, enhancing performance and technical competency.
- Facilitated quality calibrations and training programs, strengthening knowledge management initiatives.
- Ensured audit readiness and compliance with client, business, and operational standards.
- Partnered with cross-functional teams to drive continuous process improvement and service excellence.
- Created executive dashboards and quality governance reports, informing leadership decision-making.
COMMUNICATIONS MANAGEMENT ENGINEER
Microsoft GTSC (Magna Info tech)
Bangalore, Karnataka
04.2017 - 03.2018
- Facilitated communication between technical teams and clients, resolving service issues to enhance client satisfaction.
- Managed project timelines and deliverables, ensuring alignment with organizational goals and timely project completion.
- Reviewed customer feedback surveys to identify opportunities for product or service enhancements.
- Developed training materials and conducted sessions on using new technology or software applications.
- Reviewed operational workflows regularly, streamlining processes to minimize redundancies and improve efficiency.
- Prepared detailed reports outlining project scope, objectives, timelines, milestones, budget estimates.
- Created and maintained process and production documentation.
- Participated in weekly meetings with executive leadership team members to discuss progress updates.
CLOUD SUPPORT ENGINEER
Microsoft GTSC (Magna Info tech)
Bangalore, Karnataka
04.2015 - 04.2017
- Managed the end-to-end lifecycle of Azure subscriptions, including provisioning, activation, modification, cancellation, and access management.
- Resolved subscription, billing, authentication, and Azure Portal-related issues for enterprise and commercial customers.
- Managed Azure RBAC permissions to ensure secure, compliant access for customers.
- Assisted customers in optimizing Azure spend through budgeting, cost analysis, and utilization reviews, ensuring effective resource management.
- Investigated billing discrepancies, facilitated refunds and credits, and provided guidance on Azure consumption and pricing models.
- Collaborated with engineering and product teams to identify root causes and resolve issues, enhancing overall customer experience.
- Supported enterprise customers in maintaining business continuity by minimizing service disruption and ensuring timely issue resolution.
CLIENT TECH SUPPORT SPECIALIST (TEAM LEAD)
Dell International Services India Pvt Ltd
Bangalore, Karnataka
09.2009 - 02.2014
- Resolved customer complaints and issues promptly, ensuring high levels of satisfaction.
- Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
- Provided technical support for software and hardware issues across multiple platforms.
- Trained new support representatives on troubleshooting techniques and company support protocols.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Oversaw training and development programs that elevated team skills and knowledge.
- Reviewed employee performance and delivered targeted feedback and coaching to improve individual performance.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Monitored team workload to prevent burnout and ensure equitable task distribution.
- Assigned tasks to team members based on their strengths and workloads. to staff, setting priorities and goals.
- Motivated team members through recognition programs and performance-based incentives.
- Managed conflict resolution within the team to maintain a positive work environment.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Led a team of XX individuals in achieving quarterly sales targets, exceeding goals.
- Ensured compliance with industry standards and regulations.
- Supervised and directed workers engaged in installation of data communication equipment and software.
- Organized team activities that strengthened camaraderie and enhanced workplace culture.
TECHNICAL SUPPORT EXPERT
Dell International Services India Pvt Ltd
Bangalore, Karnataka
09.2006 - 09.2009
- Provided advanced technical support for Dell desktop and laptop customers, diagnosing and resolving hardware-related issues across a wide range of Dell products.
- Performed comprehensive hardware troubleshooting and fault isolation for components including motherboards, hard drives, memory, processors, power supplies, displays, and peripheral devices.
- Guided customers through system diagnostics and teardown procedures, accurately identifying faulty hardware components to expedite repairs.
- Managed complex technical escalations, owning cases through successful resolution and ensuring customer satisfaction upon closure.
- Coordinated replacement part dispatches and warranty service requests, ensuring timely resolution of customer issues and enhancing customer satisfaction.
- Delivered exceptional customer service through effective communication, proactive updates, and expectation management throughout the support lifecycle.
- Assisted customers with hardware installation, part replacement, and system reassembly while adhering to Dell support standards and procedures.
- Maintained accurate documentation of troubleshooting activities, case progress, corrective actions, and resolution details within support systems.
- Collaborated with field service engineers, logistics teams, warranty support groups, and engineering teams to resolve critical customer issues.
TECHNICAL SUPPORT EXECUTIVE
CLI3L ITC Infotech
Bangalore, Karnataka
06.2005 - 08.2006
- Delivered technical support via phone, providing step-by-step guidance while maintaining a strong focus on First Contact Resolution (FCR) and customer satisfaction.
- Diagnosed and resolved internet connectivity issues for dial-up and broadband customers using remote troubleshooting and diagnostic tools.
- Configured and supported internet services on Windows-based systems, including TCP/IP settings, modem installation, browser setup, email clients, and internet software.
- Assisted customers with the installation, configuration, and troubleshooting of networking devices, including modems, routers, and home wireless networks.
- Provided end-to-end customer support for US based ISP provider, covering plan selection, account management, billing inquiries, and technical troubleshooting.
- Resolved billing-related concerns, ensuring accurate account balances and timely refunds to enhance customer satisfaction.
- Collaborated with technical, billing, and customer service teams to meet SLAs and support customer retention initiatives, enhancing overall service quality.
Education
Graduation - Commerce
DR CV Raman University
Bangalore07-2016
Skills
- Operational strategy
- Project management
- Operations management
- Data analysis
- Metrics tracking
- Performance evaluation
- Workflow optimization
- Improvement initiatives
- Compliance management
- ITIL expertise
- Agile methodologies
- Lean principles
- Client support
- Account management
- Support strategies
- Team building and collaboration
- Collaboration skills
- Engagement strategies
- Root cause analysis
Certification
- ITIL Foundation, Quint Consulting Services
- MS Azure 70-533, Microsoft (Implementing Microsoft Azure Infrastructure Solutions)
- Azure Fundamentals, Microsoft
- Mastering Data Analysis in Excel, Coursera
- A+ Certified, Comptia A+ Essentials
- CAD Certified, Zee Interactive Learning Systems Ltd.
- PMP, Project Management Institute
- Gen - AI, Project Management Institute
- Six Sigma, AIGPE (Advanced Innovation Group Pro Excellence)
- Agile Project Management Basics, Udemy
- Prince2 - Udemy
- ISO 9001 - Udemy
- Oracle Fusion HCM – Workforce Compensation, Udemy
Personal Information
- Date of Birth: 09/03/82
- Gender: Male
- Marital Status: Married
Languages
English, Hindi, Kannada, Tamil, Urdu
Timeline
ASSOCIATE DIRECTOR - OPERATIONS
LTIMindree
06.2022 - Current
OPERATIONS MANAGER
Mindtree
03.2022 - 06.2022
TECHNICAL LEAD - QUALITY ASSURANCE
Mindtree
03.2018 - 03.2022
COMMUNICATIONS MANAGEMENT ENGINEER
Microsoft GTSC (Magna Info tech)
04.2017 - 03.2018
CLOUD SUPPORT ENGINEER
Microsoft GTSC (Magna Info tech)
04.2015 - 04.2017
CLIENT TECH SUPPORT SPECIALIST (TEAM LEAD)
Dell International Services India Pvt Ltd
09.2009 - 02.2014
TECHNICAL SUPPORT EXPERT
Dell International Services India Pvt Ltd
09.2006 - 09.2009
TECHNICAL SUPPORT EXECUTIVE
CLI3L ITC Infotech
06.2005 - 08.2006
Graduation - Commerce
DR CV Raman University