Naseem Abbassi, Pmp, Csm, Itil, Psm I Email & Phone Number

Bengaluru, Karnataka, India

Bengaluru, Karnataka, India

Open for service delivery, project manager, program manager role.𝗦𝗸𝗶𝗹𝗹𝘀 𝗜 𝗰𝗮𝗻 𝗼𝗳𝗳𝗲𝗿:☑program and project management☑ service delivery management ☑ customer support management☑ technical service level agreement (SLA) support ☑Setup project governance, streamline processes and KPIs metrics around projects and service delivery (PMI methodology and ITIL.

Bengaluru, Karnataka, India

• ▶️ SNAPSHOT:
• Directed the program management unit for conceptualization & implementation of IT projects for clients.
• Gathered client requirements, defined project & service delivery scope, and allocated resources.
• Introduced project governance, & improvement in business process management.
• Analysed ticket data, prepared self-help manuals and trainings, and reduced incoming service requests.
• Administered 3rd party contracts, RFP development & bid management process for projects.

Bengaluru Area, India

• As a service delivery manager/care program manager,
• Supervised a globally distributed team of 40 leads and engineers in a matrix environment across India, APAC, and Europe for service delivery and product support programs in a 24x7 high-availability environment.
• Facilitated in developing RFPs by preparing cost estimates, and project service scope contracts with P&L responsibility, and achieved customer contracts to the tune of USD 10M annually.
• Monitored service management deliverables, boosted KPI targets by 15% to exceed contractual requirements, and achieved customer satisfaction.
• Led the customer engagement for service delivery of annual value USD 10M and built efficient customer relationships.
• Decreased the supplier costs for the projects by 20% and enhanced gross margins.

Bengaluru Area, India

• Mentored a team of 45 including 7 managers in 6 locations for customer service delivery (level2 technical support). Regulated support for integration and deployment of projects.
• Headed service improvement program to achieve a reduction in outstanding issues by 40%.
• Influenced departmental budget, compliance with the Service Level Agreements (SLA) for customer accounts, resource planning, hiring, development, and work allocation to the team members.
• Developed talent by establishing new training programs which decreased the overall costs by 15% and standardized processes and procedures across the team for improving the performance efficiency.
• Restructured the department operations and optimized resources (efforts/costs) resulting in a 20% reduction in costs.
• Collaborated with cross-functional teams, strategically, to improve project operational status and KPI metrics.

Bengaluru Area, India

• Headed the SLA service delivery for one of the major strategic clients for Optiva.
• Executed the implementation of a complex disaster recovery system with a team of 65+ cross-functional experts and ensured the business continuity of Business Support Systems (BSS) resulting in increased customer.
• Collaborated with cross-functional teams, strategically, to improve project operational status and to define/monitor the KPIs for projects.
• Resolved escalated situations, executed standard corrective measures (e.g. correction roll-outs, preventive services), support service-related OEM order management, and claim management per assigned project.
• Defined care service revenue/cost target for the department, for delivery of Care phase services, to include local/regional/remote service center and 3rd party support and R&D target setup.
• Mined & developed new service business opportunities within the account for end-to-end execution.

India

• Executed customer service delivery (SLA) for 6 projects generating an annual revenue of USD 12M for high-availability BSS charging solutions with a team of ~20-25, including remote engineers.
• Collaborated with the cross-functional teams for boosting the operational efficiency of the projects by 10%.
• Increased project bottom line by 20% by optimizing the efforts and controlling the cost.
• Developed fresh business opportunities with existing customers with an increase in revenue by 8%.
• Planned and controlled execution of standard corrective measures e.g. software correction roll-outs, preventive services, etc.
• Coordinated activities/customer communication in handling escalated situations.

India

• Directed a team of 40+ globally distributed cross-functional experts for the development & implementation of software products and applications for real-time charging and billing systems (BSS).
• Delivered projects on CRM systems, real-time charging systems (payment systems), Online Billing Systems (Prepaid), OSS equipment, Ticket mediation devices, Voucher Management system (Top-Up), and generated a revenue of.
• Streamlined the implementation process and decreased average project delivery time and efforts by 10%.
• Defined/implemented strategies for telecom projects, from conceptualization to installation, testing, support, and system troubleshooting.
• Executed end to end project delivery, including project life-cycle milestones ranging from Sales handover to project software development and release for customer, onsite deployment/rollout including integration and.
• Provided oversight to end-to-end project management activities, by following functions of the project life cycle including plans, estimates, scoping, resource optimization, etc till deployment phase.

India

• Joined Siemens as CARE Engineer, progressed as Team Leader (2004), and as Local Project manager (2007), to provide onsite level2 SLA Support Services on Business Support Systems (BSS).
• Provided Support Services for the high availability (99.99%) solutions like CRM Systems, Intelligent Networks, online rating, charging and billing systems, Mediation Devices, OSS Systems, and Voucher Management Systems.
• Executed customer network integration projects (on-site), including charging/billing systems deployment, software upgrades, onsite integration, acceptance & maintenance of additional features for pre-/post-paid services.
• Coordinated Tier 2 technical support on pre-paid charging systems and post-paid IN (intelligent network) services, resolving emergency incidents and problem resolution tickets.Highlights: Functioned as a TAC Engineer.