• Manage the project management and QA teams • Ensure smooth coordination between departments• Oversee the day-to-day operations of the software agency• Develop and implement operational procedures• Track and report on operational metrics• Optimize operational efficiency• Resolve conflicts and issues quickly and efficiently• Create a positive and supportive work environment

• Supervise and develop customer success teams• Establish and maintain customer relationships• Establish customer service policies and practices• Provide high-level technical and product support• Analyze customer data to improve customer experience.• Hold product demonstrations for customers.• Improve onboarding processes.• Evaluate and improve tutorials and other communication infrastructure.• Mediate between clients and the organization.• Handle and resolve customer requests and complaints.• Aid in product design and product development.

•Ensure continued and efficient resolution of client issues.•Evaluate technology problems and create manageable solutions.•Share advanced knowledge of product to carry out product design through the entire software life cycle.•Monitor and assist changes in system design and architecture.•Work closely with Sales and Marketing to define and deliver new features and enhancements.•Anticipate and react to major technology changes to ensure the maintenance of company’s product.•Develop a team of technically sound professionals while providing them a conducive working environment.•Develop the technical growth roadmaps for every team member.•Providing guidelines and helping the team to grow technically as per the defined roadmap.•Working with HR to improve team’s soft skills.•Developing successors and backups to ensure deadlines are not impacted with smooth continuity of business.•Hiring & Retention of key technical individuals.•Establish technical standards and ensure adherence to them.•Consistently evaluates technical efficiency and makes changes as necessary.

• Assist in developing technical architectures and overall solution architectures in Project devlopment• Provide support to pre-sales/functional team in pre-sales phase and proposal generation• Provides inputs regarding capabilities and functionalities of products to clients.• Document and administer design and development making sure that quality development artifacts are delivered on time.• Provide training to partners/customers.• GoLive and initial post golive support.

• Managing a team of 12 Technical Support Engineers.• Responsible for efficient Service Level of Complaints.• Coordination with relevant teams in case of major Network Outages.• Testing of different WiMAX CPE’s during a Network Outage.• Inter Department coordination for resolution of prolonged technical issues.• Conduct Technical Training sessions for new Team members.• Making Performance Improvement Plans (PIP) for low performers Management on daily.• Presenting the overall performance to Management in weekly meetings.• Provide online support including broadband connectivity, account provisioning, router setup & e-mail (Outlook, Outlook Express).• Configuration of Wireless Routers online accessing them via live I.P.• Configuration and online support of Voice over I.P (VoIP) services.• Assist Windows & Mac clients regarding connectivity with Routers.• Recognize and escalate difficult Technical / Business issues to relevant departments within the organization.• Hands On expertise on Siemens, ZyXEL & Motorola CPEs.

• Responsible of managing and operating the team of 40 persons (TLs & Agents)• Handling the entire operation, inbound calls of home delivery averaging 1200 to 1500 daily calls for 20+ branches in all zones of Karachi.• Executing training module. Structure, rephrasing script and scheduling shifts.• Data updating and scripting, phone survey. Conducting work shops for call center• Creating and Managing different sales report along with forecasting sales plan for delivery sales.• Responsible for efficient Service Level of Complaints.• Coordination with the Branch Managers.