SAFDAR KHAN
Navi Mumbai,
Summary
Proven leader with extensive experience managing and mentoring technical teams, providing guidance and delegated line management. Strong in building and maintaining supplier and stakeholder relationships, handling escalations, and ensuring service excellence. Skilled at strategic planning and contributing to technology roadmaps while driving team performance. Collaborative and results-oriented, delivering impactful solutions through effective leadership and coordination.
Overview
15
15
years of professional experience
Work History
Critical Incident Manager
Cloud Decisions
08.2025 - Current
- Provided leadership and oversight for high-priority incidents and critical application issues, ensuring minimal impact on services and operations.
- Served as the primary escalation and communication point during major incidents, delivering clear updates to senior management and key stakeholders.
- Supervised and coordinated cross-functional teams, including application support, infrastructure teams, and external vendors, to drive timely issue resolution.
- Managed supplier relationships, escalations, and performance reviews to ensure service commitments and contractual expectations were met.
- Oversaw application deployments, upgrades, and patching activities, ensuring smooth implementation and risk mitigation.
- Developed and maintained incident response procedures, escalation frameworks, and operational documentation.
- Strengthened collaboration between internal teams and external partners to maintain service alignment and continuity.
- Contributed to service improvement initiatives and technology planning to enhance overall support effectiveness.
M365 Support Lead
Sherweb
04.2023 - 07.2025
- Supervise and lead a customer support team to deliver high-quality service and meet performance targets.
- Recruit, train, Mentor, Coach support staff to ensure skill development and alignment with organizational goals.
- Monitor team performance through KPIs and metrics, providing feedback and coaching to improve efficiency.
- Manage daily operations of the support team, ensuring adherence to schedules, SLAs, and quality standards.
- Coordinate with other departments to address customer needs and improve service delivery.
- Optimize workflows and implement best practices to improve efficiency and reduce response times.
- Track and analyse customer service data to identify trends and areas for improvement.
- Prepare and present reports on team performance, customer feedback, and support metrics to senior management.
- Identify gaps in existing support processes and propose solutions to enhance service quality.
- Implement feedback mechanisms to gather customer insights and continuously improve support services.
- Develop training programs and resources for the team to improve their knowledge and skills.
- Organize regular workshops and sessions to keep the team updated on new products, services, or company policies.
Technical Advisor 4
Sherweb
04.2022 - 03.2023
- Address and resolve complex issues related to onboarding, especially Exchange Online EXO & Purview Centre for Premier customers.
- Advise customers on the features and capabilities of our products, helping them understand how to use them effectively.
- Explain solutions and recommendations to customers, ensuring they have the tools and knowledge to handle similar issues in the future.
- Work with other teams and experts within Microsoft to find the best solutions for customer issues.
- Keep up to date with product roadmaps and new technologies to provide the latest insights to customers.
- Lead Y-Jacking and mentoring sessions for Technical Advisor 1, 2, and 3 ambassadors to share knowledge and support their development.
Associate Project Manager
Lionbridge
03.2020 - 03.2022
- Led the planning and successful execution of localization projects, from initial client brief to final delivery. Coordinated cross-functional teams including linguists, developers, engineers, and designers to ensure the timely and high-quality delivery of projects.
- Acted as the primary point of contact for clients, ensuring clear and consistent communication. Managed client expectations, addressed concerns, and ensured that projects aligned with client specifications and goals.
- Managed cross-functional teams across multiple regions, fostering collaboration to meet project deadlines. Provided guidance and direction to team members, ensuring alignment with project goals and customer expectations.
- Ensured that all deliverables met Lionbridge's high standards of quality. Proactively identified potential risks or issues in the project lifecycle and implemented effective solutions to mitigate risks and ensure smooth project delivery.
- Oversaw project budgets, tracking costs and resource allocation. Ensured that projects were completed within budget while maintaining quality and efficiency.
- Worked closely with stakeholders to improve project management processes and workflows, identifying opportunities for optimization and cost reduction. Suggested and implemented improvements to increase team efficiency and customer satisfaction.
- Maintained detailed documentation for each project, including status reports, schedules, and project plans. Provided clients and internal stakeholders with regular updates on project status and performance.
Technical Consultant
Wipro
06.2018 - 03.2020
- Provide support for M365 applications, including Exchange Online, SharePoint Online, Teams, OneDrive, and other related services.
- Respond to and resolve user inquiries and technical issues via phone, email, and ticketing system.
- Perform initial diagnostics and troubleshooting for M365-related incidents and service requests.
- Escalate complex issues or Technical Roadblock to higher-level support teams when necessary.
- Assist with user account management, including provisioning, de-provisioning, and permissions management.
- Monitor and maintain the health and performance of M365 services.
- Document and update support tickets with detailed information on troubleshooting steps and resolutions.
- Collaborate with other IT teams to ensure seamless integration and support of M365 services.
- Stay up to date with the latest M365 features, updates, and best practices.
Research Associate
Cheers Interactive
10.2017 - 05.2018
- Handle inbound and outbound calls, emails, and chat inquiries from customers professionally and efficiently.
- Actively listen to customer concerns, providing accurate and timely responses to resolve issues.
- Maintain a polite and friendly demeanour, ensuring excellent customer satisfaction.
- Document all customer interactions and issue resolutions in the system for future reference.
Specialist
A.P. Moller Maersk
10.2012 - 11.2016
- Ensure a superior experience for customers by proactively identifying and mitigating potential issues.
- Collaborate closely with cross-functional teams within and across Stations/DOCs to address and resolve customer concerns efficiently.
- Act as the first point of contact for customers, ensuring prompt resolution of queries and fostering strong customer relationships.
- Take ownership of the customer experience by leading the team to achieve best-in-class service delivery.
- Ensure seamless execution of end-to-end shipment processes by collaborating with customers and internal stakeholders.
- Identify process improvement opportunities to enhance the overall customer journey.
- Work closely with internal teams such as operations, sales, and account management to ensure alignment with customer objectives.
- Facilitate clear and consistent communication across all levels to maintain transparency and trust.
Recovery Specialist
Altisource
10.2010 - 10.2012
- Manage a portfolio of severely delinquent accounts assigned by American Express.
- Prioritize accounts based on age of delinquency and recovery potential.
- Initiate contact with customers through phone calls, emails, and letters to demand payment of overdue debts.
- Conduct outbound calls with persistence and high efficiency, meeting daily call quotas.
- Utilize skip-tracing techniques to locate hard-to-reach customers.
- Negotiate payment plans, settlements, or lump-sum payoffs in line with American Express's guidelines.
- Provide customers with clear explanations of their outstanding balances, interest accrual, and repayment options.
- Identify and address disputes or objections raised by debtors to facilitate payment.
- Ensure strict adherence to the Fair Debt Collection Practices Act (FDCPA) and other applicable state and federal regulations.
- Document all interactions with customers thoroughly in the recovery system, ensuring an accurate paper trail for legal purposes.
Skills
- Communication Skills
- Leadership
- Leadership Development
- Leadership Skills
- Problem Solving
- Time Management
- Collaboration
- Project Management
- Microsoft Technologies
- Exchange Online
- Project Planning
- Team Leadership
- Team Leading Skills
- Empathy
- Debt Recovery
- Debt Collection
- Negotiation
- Interviewing
- Coaching
- Mentoring
- Handling Escalations
- Handling Customer
- Time Management Skills
- Conflict Resolution
- Relationship Building
- Client Relationship
- Client Relationship Management
- Training
- Training And Development
- Skip Tracing
- Support Management
- SLA Management
- KPI Monitoring
- People Management Skills
- Continuous Improvement
- Quality Management
- Critical Incident Management
Languages
- English
- Hindi
- Marathi
Accomplishments
Altisource: Recognized as Highest Dollar Collector of the Month and awarded Best Collector of the Quarter for exceptional recovery performance.
Maersk Line: Earned fast-track promotion from Senior Associate to Specialist, bypassing intermediate roles, based on consistent KPI excellence and key contributions to the Customer Effort Reduction Program.
Wipro: Sustained a full year of meeting and exceeding targets while ranking among the top performers within the Line of Business.
Sherweb: Consistently achieved monthly targets and received multiple recognitions as a Company Ambassador for performance and customer advocacy.
Microsoft 365 Lead: Led a high-performing team to 18 consecutive months of Team Factor success, achieved the highest promotion rate and lowest attrition rate for the year, and successfully transformed multiple underperformers.
Leadership Development: Actively contribute to a leadership program by supporting the onboarding and mentoring of new Support Leads.
Maersk Line: Earned fast-track promotion from Senior Associate to Specialist, bypassing intermediate roles, based on consistent KPI excellence and key contributions to the Customer Effort Reduction Program.
Wipro: Sustained a full year of meeting and exceeding targets while ranking among the top performers within the Line of Business.
Sherweb: Consistently achieved monthly targets and received multiple recognitions as a Company Ambassador for performance and customer advocacy.
Microsoft 365 Lead: Led a high-performing team to 18 consecutive months of Team Factor success, achieved the highest promotion rate and lowest attrition rate for the year, and successfully transformed multiple underperformers.
Leadership Development: Actively contribute to a leadership program by supporting the onboarding and mentoring of new Support Leads.
Timeline
Critical Incident Manager
Cloud Decisions
08.2025 - Current
M365 Support Lead
Sherweb
04.2023 - 07.2025
Technical Advisor 4
Sherweb
04.2022 - 03.2023
Associate Project Manager
Lionbridge
03.2020 - 03.2022
Technical Consultant
Wipro
06.2018 - 03.2020
Research Associate
Cheers Interactive
10.2017 - 05.2018
Specialist
A.P. Moller Maersk
10.2012 - 11.2016
Recovery Specialist
Altisource
10.2010 - 10.2012