Syed Zahid Sultan

I am now looking to build on my extensive range of skills within a suitably challenging role. I am keen to achieve further professional development.

A “Performance Driven Professional” bringing in sufficient experience in managing entire process operations and record of achievements developed in over 20 years. Process improvement initiatives to achieve maximum efficiency in diverse operations team, ability to coordinate and work with internal/external customers for running successful business operations.

• Business Excellence Award (2009) in Mphasis
• SPOT awards for continuous 2 quarters for best Team Lead

• Spread Sheets - MS Excel, VBA
• Tools - CMS Avaya, Blue Pumpkin, MS Projects, MS Visio, Aspect
• Administration
• MIS Reporting
• Recruitment
• Staffing & Scheduling
• Headcount and Capacity Management
• Forecasting
• Transition management
• Operations Management
• Program Management
• Asset Management

• Passport Number: Yes
• Notice Period: 1 Month
• Date of Birth: 02/03/81
• Gender: Male
• Nationality: Indian
• Marital Status: Married

• CoreLogic India Pvt Ltd., 02/22/10 - 11/11/11, Team Lead WFM & Compliance, WFM: To make sure the employee database is up to date. To track and optimize utilization. To increase seat utilization and occupancy. Prepare weekly staffing plans and leave management., Transition: Liaising with Onshore Teams and coordinating with different Offshore Teams to ensure all the tasks, i.e. Recruitment, Software & Hardware Procurement, Staffing and Seating, Client ID are in place as per the Project Plan. Conducting UAT’s and ensuring any risks are identified and mitigated in the pilot face of the transition., Team Management: Managing a team of 5 analysts across 2 locations. Ensuring team member’s morale stays high. To make sure that the team is meeting its all set parameters. Major focus on, unscheduled absenteeism, utilization and to ensure team members plans their leaves in advance. Team members are aware of latest updates and procedures., Compliance: To make sure user access are requested on time and the id deleted as per the policy. To conduct routine audits on systems, documents and access list to ensure there is no compliance issues with regards to both Internal and Client specific policies.
• MPHASIS, an EDS company, Bangalore, 06/2005 - 02/2010, Team Lead Specialization - Operations and WFM, Operations: Handling a Team of Midrange Server Monitoring, ensuring the alarms are taking care in time and the tickets are dispatched to the appropriate support teams if we are unable to resolve the problem. To make sure the incidents are captured and resolved properly, or to escalate the same to appropriate teams. Ensuring the daily, weekly and monthly maintenance schedules are followed and servers are back up after the maintenance time., Team Management: Handled a team of 24 associates. Ensuring Team member’s morale stays high. To make sure that the team is meeting its all set parameters. Major focus on, unscheduled absenteeism, utilization and to ensure team members plans their leaves in advance. Team members are aware of latest updates and procedures., WFM: Responsible for scheduling associates as per trend analysis of the alerts received and maintenance schedules on Servers. Preparing and generating reports for tracking utilization/productivity of associates, metric analysis, performance management and submitting the same to the top management on a fortnightly/monthly basis for reviewing., Transition: Was part of the core team which transitioned 50 new business from EDS onshore sites to Mphasis offshore sites., Reporting: Generating the Daily, Weekly and Monthly reports on Utilization, Absentees, Staffing, Head Count, Incentive and OT Payouts and Performance management. And ensuring these reports are sent out in time to Top Management and Clients. Doing metric reporting and trend analysis of the historical and real time data, for reviews by Senior Management and Clients. Responsible for collation and publication of data on Global Reporting Dashboard for all the EDS Sites that are supported by Bangalore.