Muhammad Umar Email & Phone Number

• Head of the Product Operations Department and managing 190+ resources in team who are working 24*7*365.
• Instrumental in new client business/program implementation in USA and around the globe.
• Product setup, system/program configurations to execute smooth and seamless transaction processing and assistance clients to launch their business.
• Weekly/monthly calls with USA clients and of other regions to discuss escalations, issues and preemptive measurements ensuring to provide quality services.
• Weekly/monthly online meetings with US based executive teams, discussion on challenges being faced by clients and how to address them inalterably.
• Responsible for planning and supporting team with appropriate knowledge, skillset, and vision to interact with various clients/financial institutes/fulfillment house and gateways.

• Managing a team under the Technical Product Support Department and which is responsible for providing 24*7*365 support to clients, financial institutes, networks (Visa, MasterCard, Amex, Discover, and UnionPay).
• Ensure effective collaboration and adherence to vendor service level agreements (SLAs).
• Develop comprehensive operating procedures and workflows for various stakeholders involved in the initiative.
• Collaborate with cross-departmental teams (compliance and customer support) to gather input and create a holistic plan for addressing customer inquiries, compliance issues, and inbound requests.
• Monitor tickets/Jiras to ensure the highest level of quality, turnaround, and delivery.
• Drives customer escalated issues and all efforts towards an effective resolution.

• Managing a team under the Product Operation Department and which is responsible for providing 24*7*365 support to clients, financial institutes, networks (Visa, MasterCard, Amex, Discover, and UnionPay).
• Ensure effective collaboration and adherence to vendor service level agreements (SLAs).
• Develop comprehensive operating procedures and workflows for various stakeholders involved in the initiative.
• Collaborate with cross-departmental teams (compliance and customer support) to gather input and create a holistic plan for addressing customer inquiries, compliance issues, and inbound requests.
• Monitor tickets/Jiras to ensure the highest level of quality, turnaround, and delivery.
• Drives customer escalated issues and all efforts towards an effective resolution.

Lahore, Punjab, Pakistan

• Provided an excellent customer experience for all assigned accounts, by anticipating and resolving customer issues in a manner that exceeds customer expectations.
• Participation in prepaid Expo (Las Vegas, Nevada), detail discussions with Networks (MasterCard, Visa) and Load Center (Western Union, Money Gram) and clients who visited.
• Preparation of Action Register which includes clients reported tickets/issues and recent updates from different stakeholder of Engineering group.
• Daily/Weekly/Monthly calls with clients to ensure their every issue is being resolved in defined timelines.
• To work in a close team environment, with a wide range of responsibilities and backed by the resources of a global company.
• Leading 24*7 operations and managed around 25 resources.

• Worked in worldwide support group ITIL base environment as Team Lead for assigned clients.
• Accountable for a range of activities including application support, analysis of technical issues performing troubleshooting, testing, and verification.
• Executing challenges of highly technical nature on one hand and customer interaction on the other hand.
• Provided technical support including configurations of all products to live and offline customers.
• Verification of reported bugs in production environment.
• Responsible to fast resolution with high quality of any technical issue raised by clients and customers.

Lahore, Punjab, Pakistan

• Time estimation, sizing efforts and schedule Quality Control activities.
• Assisted in resolution (of any problems) encountered by Software Quality Assurance Engineer/s during the review.
• Identified potential bottlenecks, problem areas and risks to the project.
• Discussed project Test plan and project schedule with QA Manger with input from the SQA Engineer/s comprising their estimation of efforts and assisted them in planning.
• Monitored, distributed, and assigned work/sections of the documents to the SQA Engineer/s for preparation of the test plan.
• Test planning, designing, execution and reporting (Test Case/Scenarios Execution and overall Status) of project

• Participated in analysis meeting to understand client requirements and system functionality.
• Reviewed Software Requirement Specification, Functional Specification, Issues, or any other technical document.
• Discuss various section of documents with Business Analyst and Quality Assurance Manager.
• Test Designing: writing of test scenarios, test cases and test data generation as per specifications.
• Performed testing as per acceptance test criteria.
• Functional Testing Using Black Box & Grey Box Testing techniques.

• Reviewed Software Requirement Specification, Functional Specification or any other technical document and provided feedback.
• Test Designing: writing of test scenarios, test cases and test data generation as per specifications.
• Performed testing as per acceptance test criteria.
• Functional Testing Using Black Box & Grey Box Testing techniques.
• Execution of test cases and reported issues/bugs using Test Director 8.0.
• Performed shipment package testing as per requirements.