Zawar Ali

Heading technical support team with strong leadership to meet customer's expectations and business SLA. SOP finalization of Operations and Maintenance team. Testing troubleshooting and qualitative analysis of product Root causing each issue type categorically and documenting to avoid future occurrence. Monitor/Execute necessary action to minimize service cost to improve service profitability. Assisting team of engineers and technicians either remotely or site visit in worst scenarios. Implementation Jira Service Management for customer interacting department to monitor and keep track of customers complaints and service level agreement. Ensuring that staff are motivated, monitored and measured in line with company targets and performance standards. Responsible for making sure that any gaps in performance or quality are quickly identified and addressed. Producing accurate reports on team performance for senior managers. Oversee all operations, paying attention to areas in need of improvement and making notes of employees who are struggling. Assign tasks to resources based on individual emplovee talents Monitor progress of special projects, ensuring work is completed correctiv and on schedule Design and lead training programs so all team members are capable of succeeding in all tasks. Established new processes and procedures that were used in new hire training as well as codified established rules of conduct for existing employees. Preparing daily workloads for staff & coordinating the daily allocation of work. Excellent oral and written communication skills with the ability to maintain positive disposition during customer interaction.

• Support the Project Manager in the management and monitoring of project delivery within defined budget and programme requirements.