Shahabuddin Syed Email and Phone Number

• PI Planning and Review: Coached and mentored the team in the PI planning and Review process, thus resulting in better alignment and reducing the number of tickets raised by around 28%.• SAFe Agile Transformation: Provided hands-on coaching to Agile teams, Scrum Masters, Product Owners and leadership on Agile principles, methodologies, and best practices. leading to a substantial increase in their understanding and adaption of SAFe principles and practices thus improving the Time to Market by 18%.• Improved Customer Experience: Improved customer experience by 23% by practicing the SAFe agile principles of continuous feedback and backlog refinement through iteration and Planning reviews.

• Agile Leadership: Guided/facilitated a 19-member team, revolutionizing Etisalat's entire Internet products portfolio. Slashed customer complaints by an impressive 70%+ in just 18 months. Drove continuous delivery of valuable increments, keeping 4 million+ customers at the forefront• Revenue Optimization and Process Efficiency: Orchestrated strategic product backlog management, eliminating a staggering 150 million AED annual revenue leakage. Transformed business cases into actionable user stories, significantly enhancing the Etisalat Smiles loyalty program• Agile Transformation and Team Empowerment: Championed scaled agile/scrum practices across the organization, fostering a culture of continuous improvement. Mentored cross-functional teams in Scrum events, driving alignment and boosting productivity• Stakeholder Management and Customer Satisfaction: Dramatically reduced daily customer complaints from 350 to under 30, a 91% improvement. Expertly managed stakeholder expectations through strategic sprint reviews and transparent communication.

CBCM (Corporate Billing and Corporate Management)Client: Emirates Telecom | Duration: Aug. 2003 – June 2012 Tools & Technologies:UCM: Clear Case with Clear Quest  Programming Language: Java, JSP, J2EE, SQL, PLSQLTranslated Business Requirements Documents (BRDs) into robust software solutions. Contributed to the design and development phases of CBCM, focusing on:• Business Requirement Analysis: Translating complex business needs into technical functionalities and code.• System Development: Utilizing Java, JSP, and EJB technologies to build scalable solutions for the SOH module of CRM in Etisalat.• Framework and Tools: Implemented Struts for the view layer and Toplink for Object-Relational mapping in the model layer• Design and Development: Developed use cases for CRM Sales and Order Handling Module, using JSP for View, Jakarta Struts for MVC, EJB’s and topLink for Object Data Mapping. • User Training and Support: Provided end-user training and addressed issues post-launch, collaborating closely with cross-functional teams including Commercials, Marketing, CIT Development, Finance, and Engineering.• Issue Resolution and Operational Support: Formulated strategic plans, identified stakeholders, and ensured timely issue resolution to maintain seamless business operations. Coordinated efforts with CIT Development and Engineering teams to address challenges faced by Commercials and Engineering departments.