• Managed Cloud-based SaaS products and Cloud Native Applications.• Develop product vision and strategy, create strategic product roadmap and stakeholder alignment on the overall vision, goal and objectives.• Align product strategy with market research, customer requirements, and competitive analysis by using business acumen.• Prioritize features and manage product backlog by defining epic and user stories requirements, grooming, and refining them.• Keep customer-centric focus by integrating customer feedback and advocacy user experience (UX).• Ensure effective communication and regular updates to stakeholders throughout the product lifecycle by collaborating with cross-functional teams.• Facilitate Agile ceremonies such as sprint planning, daily stand-ups, sprint reviews, and retrospectives, define sprint goals, acceptance criteria.• Utilize data-driven presentations to effectively manage competing priorities and negotiate with stakeholders.• Monitor key performance indicators (KPIs), analyze customer feedback, and use analytics tools for continuous improvement of the product & process.• Competent in using data analysis, critical thinking, and logical reasoning to tackle complex problems.• Showcase leadership skills by motivating, empowering, coaching, and resolving conflicts through effective problem-solving techniques.• Drive innovation & creativity by innovative thinking and creative problem-solving.• Possess technical literacy to understand product architecture, software development processes, and APIs which facilitates effective communication with engineering teams.• Work together as a team throughout the entire product lifecycle, starting from ideation and development to go-to-market strategy, product launch, and post-launch maintenance.• Perform risk management by identifying and mitigating risks and ensure product meet regulatory and compliance.• Promote agile/lean practices, act as an agile mentor and ensure agile methodologies are tailored.

• Making sure that Scrum ceremonieslike Daily Standups, Sprint Planning, Sprint Review, and Sprint Retrospective are well-organized, focused, and productive.• Supporting the team by removing impediments, helping to resolve conflicts, and ensuring the team has the tools and resources they need to succeed.• Guiding the team in adopting and improving Scrum practices, fostering collaboration, self-organization, and continuous improvement.• Ensure that the team and stakeholders communicate clearly to align expectations and manage dependencies.• Promoting adherence to Scrum principles and ensuring that the team follows the agreed-upon processes, while also helping to adjust when necessary to improve efficiency or effectiveness.• Keeping the team focused on the Sprint goal by preventing external distractions, interruptions, or organizational pressures.• Promote agile/lean principles and practices, act as an agile mentor and ensure agile methodologies are tailored.

• Leading a team of specialists to ensure customer issues, queries, and complaints are addressed effectively and timely.• Ensuring the team is trained on the latest product features, tools, and support protocols.• Handling escalated customer issues that require advanced troubleshooting or special attention.• Managed tracking of TL-9000 key performance indicators (KPIs) to ensure compliance with SLAs.• Facilitated communication between product management and development teams to relay customer feedback, bug reports, and feature requests effectively.• Providing insights from customer interactions to internal stakeholders to drive product improvements and enhance user experience.• Enhance support processes and tools to drive operational efficiency and elevate customer satisfaction.• Maintaining and expanding a self-service knowledge base that customers and teams can use for common issues and questions.• Preparing regular reports on KPIs, customer satisfaction, and key product issues.• Identify root causes of customer issues by analyzing patterns and recommend long-term solutions to prevent recurring problems.

• Simulate and troubleshoot incidents related to EPABX/VoIP and communicate effectively with stakeholders.• Track problems systematically and manage escalation.• Work closely with partners to improve customer relationships and experience.• Contribute to product vision by helping R&D to understand customer environment, and market realities.• Prepare feature comparisons for competitors’ products and prepare software requirement documents.

• Manage state police network by troubleshooting RF/VOIP related issues.• Communicate effectively with vendors to resolve issues in a timely manner.

• Manage educational network by providing online and field support. • Troubleshoot issues and resolve techno-functional queries related to VSAT.• Conduct training programs and stakeholder management.