Sajjaad Ramzey Email & Phone Number

Colombo, Western Province, Sri Lanka

- Leading deliveries for a product group encompassing 7 key products, with 20 team members leveraging strong project management skills to ensure deliveries align with the product vision and user requirements.- Delivered a complex integration project on time and within scope, managing 10+ team members. Utilized comprehensive planning, risk mitigation, and clear communication to ensure high-quality software meeting project goals.- As the department risk officer, I am accountable… Show more - Leading deliveries for a product group encompassing 7 key products, with 20 team members leveraging strong project management skills to ensure deliveries align with the product vision and user requirements.- Delivered a complex integration project on time and within scope, managing 10+ team members. Utilized comprehensive planning, risk mitigation, and clear communication to ensure high-quality software meeting project goals.- As the department risk officer, I am accountable for risk management for all products, maintaining a comprehensive risk register with mitigation plans and proactively addressing potential lapses identified during internal and external audits. Show less

Colombo, Western, Sri Lanka

Accountable for strategic direction of IT service management program for CPM group including PMsquare; responsible for service management operation. Maintained 100% SLA, achieved client satisfaction above 4.5 and net promoter scores above 9, resulting in contract renewals of over 75%.- Leading a team of 10 plus consultants from 3 countries in IT Service Management (ITSM) using the ITIL framework for over 15 projects, improving service delivery and achieving successful managed services… Show more Accountable for strategic direction of IT service management program for CPM group including PMsquare; responsible for service management operation. Maintained 100% SLA, achieved client satisfaction above 4.5 and net promoter scores above 9, resulting in contract renewals of over 75%.- Leading a team of 10 plus consultants from 3 countries in IT Service Management (ITSM) using the ITIL framework for over 15 projects, improving service delivery and achieving successful managed services project delivery.- Manage contracts, budgets, scopes, change management, and commercial outcomes/renewals for managed services worth over half a million USD, resulting in successful managed services project delivery and positive client feedback.- Overseeing daily operations of the Sri Lankan office and 7 consultants, ensuring timely project delivery, mentoring team members for personal development resulting in Sri Lankan office being a key contributor to group operations. Show less

Colombo, Western, Sri Lanka

Maintained client relationships by ensuring all incidents and requests are addressed, conducted monthly account management meetings, and served as the escalation point for clients.- Grew client relationships, contributed to expanding managed services engagement footprint and facilitated in managed services pre-sales activities.- Handled customer escalation as the contact person for support accounts across the group and addressed their concerns.- Reviewed incoming issues… Show more Maintained client relationships by ensuring all incidents and requests are addressed, conducted monthly account management meetings, and served as the escalation point for clients.- Grew client relationships, contributed to expanding managed services engagement footprint and facilitated in managed services pre-sales activities.- Handled customer escalation as the contact person for support accounts across the group and addressed their concerns.- Reviewed incoming issues and guided team members for incident resolution. Show less

Sri Lanka

Led the application support team as an accountable leader, serving 25 plus clients in Scandinavia, achieving SLAs through a team of 10 plus members. Represented the team during sprint planning to resolve high-priority issues, contributed to ISO 9001 implementation, and ensured GDPR compliance.- During my time on-site, I established and defined over 5 operational strategies to improve customer assistance for a significant client based in Sweden.- Designed efficient support operations… Show more Led the application support team as an accountable leader, serving 25 plus clients in Scandinavia, achieving SLAs through a team of 10 plus members. Represented the team during sprint planning to resolve high-priority issues, contributed to ISO 9001 implementation, and ensured GDPR compliance.- During my time on-site, I established and defined over 5 operational strategies to improve customer assistance for a significant client based in Sweden.- Designed efficient support operations to cater to over 25 clients by developing processes and procedures, and establishing communication between support, development, and management teams.- Regularly generated management reports and provided strategic insights to senior management on a weekly, bi-weekly, and monthly basis, contributing to informed decision-making for the support service. Show less

Colombo

Played a crucial role in ensuring smooth day-to-day operations for two domains by taking charge of the technical aspects of the support services and provided necessary assistance to team members in resolving client issues in a prompt and accurate manner.- Streamlined operations by automating database checks and performing test automation using Toad for Data Analyst resulting in 1.5 hours saved daily. - Contributed to recruitment, capacity planning, and resource management… Show more Played a crucial role in ensuring smooth day-to-day operations for two domains by taking charge of the technical aspects of the support services and provided necessary assistance to team members in resolving client issues in a prompt and accurate manner.- Streamlined operations by automating database checks and performing test automation using Toad for Data Analyst resulting in 1.5 hours saved daily. - Contributed to recruitment, capacity planning, and resource management activities.- Reviewed incoming issues and guided team members during technical impediments. Show less

Sri Lanka

Provided guidance and mentorship to junior team members to ensure their effectiveness in issue resolution. Proven ability to streamline support processes within support team hierarchies, optimizing efficiency and enhancing client satisfaction. - Led the team to achieve various productivity gains, complete critical documentation tasks such as SOPs and procedures, and consistently achieve SLA compliance over 90%.- Drove significant efficiency improvements and standard uplifts… Show more Provided guidance and mentorship to junior team members to ensure their effectiveness in issue resolution. Proven ability to streamline support processes within support team hierarchies, optimizing efficiency and enhancing client satisfaction. - Led the team to achieve various productivity gains, complete critical documentation tasks such as SOPs and procedures, and consistently achieve SLA compliance over 90%.- Drove significant efficiency improvements and standard uplifts within 6 months for the second-line team by leading process improvements, analyzing incidents, identifying enhancements, and implementing process changes.- Implemented efficient continuous improvement plans and technical training to reduce 50% of the incident backlog in first line team during on-site work in Sweden. Show less

Sri Lanka

Ensured prompt resolution of all client issues and conducted daily checks to ensure the smooth operation of the system. Played a key role in redefining support processes to increase the efficiency of the team's service delivery.- Led and developed a team of 7 support members within a span of one and a half years since I started, implementing various improvements to enhance team efficiency and performance.- Established lessons learnt process, maintained process documentation, and… Show more Ensured prompt resolution of all client issues and conducted daily checks to ensure the smooth operation of the system. Played a key role in redefining support processes to increase the efficiency of the team's service delivery.- Led and developed a team of 7 support members within a span of one and a half years since I started, implementing various improvements to enhance team efficiency and performance.- Established lessons learnt process, maintained process documentation, and implemented checklists for proactively monitoring issues for supported domains.- Guided the team to achieve 100 % SLA resolution while resolving incidents and identifying enhancements from product and process perspective to reduce incoming incident counts by 25%. Show less

Colombo, Sri Lanka

Performed comprehensive testing of the system to ensure that it met required quality standards. Provided valuable input on functional requirements to enhance the user experience.- Designed, planned, created, documented, and executed test plans, test strategies and test cases.- Documented various test plans, test methodologies, bugs, user manuals and release notes.- Brief experience in business analysis of the functional requirements for new applications, and development… Show more Performed comprehensive testing of the system to ensure that it met required quality standards. Provided valuable input on functional requirements to enhance the user experience.- Designed, planned, created, documented, and executed test plans, test strategies and test cases.- Documented various test plans, test methodologies, bugs, user manuals and release notes.- Brief experience in business analysis of the functional requirements for new applications, and development of functional specifications. Show less

Master Of Business Administration (M.B.A.), International Business

Bsc In Business Computing And Information Systems, Information Technology, First Class Honors

Advanced Level, Commerce And Business Studies

Activities and Societies: Islamic Society Field Hockey Computer Society Commerce Society