Muhammed Ashir Email and Phone Number
Analytical and results-driven technical support leader with over 15 years of strong track record in managing teams to deliver exceptional customer service and support in the fast-paced fintech and IT industry. Skilled in incident and problem management, IT systems, and application knowledge. Successfully spearheaded cross-functional teams worldwide, ensuring rapid incident resolution and delivering exceptional customer service.▪︎ Successfully leveraged skills in Oracle, Sybase ASE, Sybase IQ, MS SQL, Service Desk (Manage Engine), and Jira to resolve intricate technical issues and optimize IT systems. Played a pivotal role in ensuring the seamless operation of critical financial systems.▪︎ Led teams in project management, ensuring successful implementation of IT systems and applications.▪︎ Led cross-functional teams providing technical support worldwide, ensuring rapid resolution of critical P1 incidents with minimal disruption.▪︎ Identified and resolved customer issues with a focus on tailored data collection and innovative workarounds. Gathered customer requirements for product enhancement, contributing to continuous improvement.▪︎ Excelled in incident and problem management, orchestrating high-performing teams to deliver exceptional customer service. ▪︎ Proficiently resolved complex technical glitches, maintaining comprehensive issue records and ensuring effective issue analysis.▪︎ Developed and implemented robust disaster recovery plans, ensuring business continuity in case of unforeseen incidents.
Ibs Software
View- Website:
- ibsplc.com
- Employees:
- 3340
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Technical LeadIbs Software Dec 2021 - PresentKochi, Kerala, India▪︎ Proactively identify and swiftly resolve customer issues, consistently achieving high levels of client satisfaction.▪︎ Methodically collect and compile data, catering to unique customer requirements and ensuring a tailored approach.▪︎ Innovate and deliver effective workarounds and solutions, specializing in Adhoc custom data configurations.▪︎ Managed, discussed, and gathered customer requirements for product enhancement or changes. ▪︎ Established and maintained a structured communication channel with customers, conducting weekly calls to address and prioritize critical cases.▪︎ Arranged, scheduled, and conducted weekly calls with customers to address priority cases.
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Associate ManagerUnimoni Jan 2017 - Nov 2021Kochi, Kerala, India▪︎ Led a cross-functional team that offered technical support to the users of different in-house web and mobile applications of UNIMONI across the globe.▪︎ Conducted the root cause analysis and created documents by the SMEs and ensured the fulfillment of quality and enough information capturing.▪︎ Played a key role as incident manager during the P1 incident to mobilise the dependent teams by onboarding them to the bridge call to act on the restoration part quickly.▪︎ Led the development and implementation of streamlined workflows and best practices within the technical support team, resulting in improved efficiency and faster issue resolution.▪︎ Played a pivotal role in fostering a culture of continuous improvement by regularly evaluating and optimizing support processes, ultimately enhancing the overall user experience.▪︎ Established and maintained strong relationships with key stakeholders, both internal and external, to facilitate seamless communication and alignment on support priorities. -
Assistant Manager Application SupportUae Exchange Jan 2015 - Dec 2016United Arab Emirates▪︎ Responsible for troubleshooting glitches that reported by the users apart from taking necessary action to resolve them.▪︎ Recorded the complete information on the issue through close collaboration with stakeholders and users.▪︎ Conducted analysis of issues and pitched the case to the development team along with investigation reports. ▪︎ Built and implemented the plan for disaster recovery in case of disaster incidents▪︎ Initiated and led cross-functional teams in root cause analysis projects, identifying recurring issues and driving long-term solutions, ultimately enhancing the overall system's reliability.▪︎ Proactively engaged with end-users through feedback channels, translating their insights into actionable improvements that positively impacted user satisfaction.▪︎ Developed and conducted training programs for technical support teams, equipping them with advanced troubleshooting techniques and improving their overall effectiveness. -
Senior Application Support AnalystUae Exchange Apr 2011 - Dec 2014United Arab Emirates
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Application Support AnalystUae Exchange Aug 2009 - Mar 2011United Arab Emirates
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Assistant AnalystUae Exchange Jan 2007 - Jul 2009United Arab Emirates
Muhammed Ashir Education Details
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Mathematics
Frequently Asked Questions about Muhammed Ashir
What company does Muhammed Ashir work for?
Muhammed Ashir works for Ibs Software
What is Muhammed Ashir's role at the current company?
Muhammed Ashir's current role is Lead Operation Analyst at IBS Software | Technical Support Expert | Fintech | Incident Management | Ex-UAE Exchange | Oracle | Sybase | PostgreSQL | Jira | .Net.
What schools did Muhammed Ashir attend?
Muhammed Ashir attended Calicut University, Thenhipalem, Malapuram.
Who are Muhammed Ashir's colleagues?
Muhammed Ashir's colleagues are Anup Suresh, Adarsh M, Ahsana K A, Nisha Raveendran, Martin Attin, Achuthankutty V, Anusree Raveendran T P.
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Muhammed Ashir
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MUHAMMED ASHIR
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