Roshan Zameer
Associate Director - Application Support, Digital Engineering Services, Sutherland HealthCare Solutions Pvt Ltd
Hyderabad
Summary
Results-driven professional with 19+ years of expertise in project management, operations, service delivery, and client engagement. Demonstrated success in leading complex initiatives, driving global team performance, and delivering impactful results. Proven track record in managing high-volume service desk operations for large-scale organizations, ensuring 99% SLA compliance and achieving 98% customer satisfaction across US, UK, and Canada. Played a critical role in due diligence and RFP processes, contributing to the acquisition of multi-million-dollar contracts and aligning with client requirements. Skilled in rallying team members, meeting customer needs, and managing budgets. Proficient in operational monitoring, tracking KPIs, and ensuring efficient customer operations. Possesses a clear understanding of ITIL frameworks and CMMI 5, showcasing technical expertise in service management and process optimization. Experienced in creating and presenting proposals, communicating solution strategies, and addressing client feedback to shape customer-specific strategies. Identifies areas for improvement to enhance customer satisfaction. Offers strong mentorship and hands-on experience in hiring, training, and supporting new hires for smooth business continuity. Adept at driving organizational success through effective team collaboration and dynamic problem-solving. Recognized for adaptability and keen focus on achieving objectives.
Overview
20
20
years of professional experience
2
2
Certification
Work History
Associate Director – Application Support
Sutherland Healthcare Solutions
03.2006 - Current
- Company Overview: Digital Engineering Services
- Led over 8+ global projects for clients in the US, UK, and Canada, delivering 100% of projects on time and within budget, resulting in a 60% increase in client retention
- Optimized operational workflows and reduced project turnaround time by 15%, ensuring greater efficiency in service delivery and a 20% improvement in overall client satisfaction
- Managed a team of 40+ engineers/analysts/techs, providing 24/7 support to 400+ end-users across multiple regions, achieving a 98% SLA compliance rate
- Streamlined helpdesk processes, reducing ticket resolution time by 30%, which led to a 40% increase in customer satisfaction scores within the first year
- Engaged with key stakeholders across 8+ global client accounts, successfully identifying and addressing 20+ critical pain points, improving client relationships and increasing contract renewals by 18%
- Managed service delivery for a global client base, ensuring 100% compliance with operational KPIs and driving improvement in service delivery metrics across multiple departments
- Implemented new ITIL-based frameworks, resulting in a 20% improvement in incident resolution time and a 15% reduction in recurring technical issues over the first year
- Analyzed operational KPIs and introduced process optimizations that cut costs by 10% while improving service delivery efficiency
- Built and led a high-performance team of 44+ members, improving employee engagement by 25% through targeted training programs and mentorship that reduced turnover by 10% year-over-year
- Trained 25+ new hires annually on service standards and business continuity plans, improving team readiness and reducing onboarding time by 40%
- Contributed as part of the focus group to secure 3 major RFPs, delivering custom proposals that led to $2M in new business over 2 years
- Provided risk assessments and solution strategies to clients, resulting in a 95% success rate in mitigating risks related to IT infrastructure and operational downtimes
- Monitored and reported on SLAs, ensuring a 99% adherence rate to all contractual agreements, and presenting actionable insights that resulted in the successful renewal of 8+ client contracts
- Digital Engineering Services
- Played a clinical role in the journey of CMMI Level -3 Certification in 2017’s SCAMPI Audit and performed the role of “ATM” during the CMMI Level-5 certification in 2023
- Merit of providing support in preparing solution pitch / Request for Proposal (RFP) response / Request for Information (RFI) response to close an important service deal with one of new global customer (Mid-East)
Application Engineer
Slash Support Pvt. (I) Ltd.
04.2005 - 02.2006
- Network Maintenance Support:
Responding to outages and providing support during off-hours.
Ensuring compliance with Service Level Agreements (SLAs). - Router Configuration and Installation:
Configuring and installing both wired and wireless Linksys routers. - Driver Installation:
Installing drivers fo network adapters. - Fax Line Configuration/Troubleshooting:
Configuring and troubleshooting fax lines to ensure proper connectivity.
Education
MBA -
Andhra University
01.2000
BBM -
Nagarjuna University
01.1998
12th -
Board of Intermediate Education
01.1993
10th -
Board of Secondary Education
01.1991
Skills
- MS Office Suit
- Network Devices: Routers
- Network Devices: Switches
- Languages: C
- Languages: C
- Languages: COBOL
- Languages: LOTUS
- Languages: Python (Basics)
- Operating Environments: Windows 10/NT/XP
- Operating Environments: Unix
- Statistical Tools: R
- Statistical Tools: SPSS
- Statistical Tools: Python (Basics)
- Other Tools: Jira
- Other Tools: BMC Service Desk
- Other Tools: OTRS
- Other Tools: Salesforce
- People Management
- Project Management
Certification
- PGDCA (Post Graduate Diploma in Computer Application)
- N+ (Networking) and A+ (Hardware) Certification
- Sun Solaris 2.6 and 2.7
- ITIL V3 Foundation and ITSM
- Microsoft certified Software Engineering Certificate
- CMMI Level – 5 Appraisal Team Member
Languages
English
Hindi
Telugu
Visa Details
Holds US B1 Visa
Personal Information
Date of Birth: 11/15/77
Location Preference - City
Hyderabad
Timeline
Associate Director – Application Support
Sutherland Healthcare Solutions
03.2006 - Current
Application Engineer
Slash Support Pvt. (I) Ltd.
04.2005 - 02.2006
BBM -
Nagarjuna University
12th -
Board of Intermediate Education
10th -
Board of Secondary Education
MBA -
Andhra University
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