Abdul J. Email & Phone Number

Welcome to my career mosaic—a journey shaped by over 15+ years of astute leadership in Product Support across multifaceted industries spanning IT, biotech, automobile, e-commerce, healthcare, education, and more. My expertise lies in steering strategic budget management, revenue optimization, and cultivating high-performing teams across diverse domains.As a seasoned Senior Manager in Product Support, I've orchestrated BAU operations spanning Service Desk, IT-Infra Management, Application Lifecycle, CRM & ERP support, and Product Lifecycle support. At my recent experience at IVY Mobility, I directed a cross-functional team, propelling revenues by 5 crores, resolving 90% of SLA breaches, and ensuring 100% client satisfaction through meticulous service desk operations and project lifecycle management.Innovation isn't just a buzzword; it's my way of ensuring your systems operate at peak efficiency the same I was able to achieve at Bahwan CyberTek. I was able to drive impressive First Call Resolution (FCRs) and resolving 85% of calls within a mere 15 minutes. This vastly improved our amplified customer satisfaction scores. Crafting solutions that exceed expectations and set industry benchmarks is what had kept me going in this industry. Across Infinite Computer Solutions, Mann & Hummel Filters Ltd, Novozymes South East Asia Ltd, and Atos India Pvt. Ltd, I've pioneered teams to operational excellence. From implementing bulletproof Standard Operating Procedures (SOPs) to nailing project deadlines within budget constraints or ensuring ITIL guidelines are absolutely adhered – it's all about leading from the front.My commitment to continuous learning is evidenced by certifications in ITIL, CCNA, and Azure, complementing my extensive experience in IT service desk management and project leadership.Recognized for my outstanding contributions, I've earned the Dell Champion Award, VYMO Best Team award, and the Best Team lead accolade at Mann & Hummel—testimony to my dedication and excellence in driving team success.I deeply find this journey of innovation and operational excellence exciting, where each challenge is an opportunity to excel. Let's connect and explore avenues to elevate operations and drive transformative growth together.

• 

  Senior Product Manager

  Ivy Mobility

  Mar 2023 - Present - Bengaluru, Karnataka, India

  I led a dynamic cross-functional team in IT application support, driving revenue generation and operational excellence through strategic initiatives.★ Revenue Generation and Client Satisfaction -Directing a 50-member cross-functional team, I meticulously managed client requests, successfully resolving 90% of SLA breaches, and achieving an impressive 100% client satisfaction rate, contributing significantly to generating 5 crore in revenue.★ Strategic Initiatives and Uptime Enhancement- Implementing effective strategies, I elevated uptime from 65% to 90%, leading to savings of 34 lakhs in penalties. Additionally, my leadership in projects generated an additional 50 lakhs in revenue across 15 CR projects, showcasing a commitment to revenue growth and operational efficiency.★ Budget Management and Operational Excellence- Managing a substantial budget, I efficiently oversaw a team of 50+ members across Engineering, Support, QA & PM, achieving exceptional client satisfaction and reducing SLA breaches by 25% through meticulous Service Desk operations. Handling Bugs & CRs via Tickets & Calls, I ensured streamlined operations and prompt issue resolution.★ Efficiency Improvement and Technology Deployments- Spearheading the Ivy Application Project Lifecycle, I achieved a notable 25% increase in project efficiency while managing both Greenfield & Brownfield projects, simultaneously reducing project turnaround time by 20%. Coordinating precise technology deployments, I ensured zero critical deployment errors and achieved a remarkable 30% improvement in release efficiency across complex technology releases.

• 

  Rvv Iilp Institute Mumbai

  First Class