Modassir Iqbal
Customer Success Manager with 15+ years of Software Industry experience. ITIL, ITSM, AWS Cloud and PMP Certified. Customer Success / Application / Product Support Director
- Role
- Customer Success Manager at Hitachi
- Location
- Hyderabad, TG, IN
- LinkedIn followers
- 500 followers
About Modassir Iqbal
Software Professional with 16 years of experience in the IT industry with expertise in L1, L2 & L3 Technical support. Good understanding of Project Management, Agile, Scrum, ITIL and ITSM methodologies. Excellent exposure working in Technical and Application support projects.Worked with ITIL, ITSM Processes. Analyzed applications and recommended necessary upgrades and patches.• Work in agile team environment and collaborate with internal teams to ensure smoothProduct delivery.• Collaborate with other engineers and Product Developers in a Scrum Agile environmentusing Jira and Confluence.• Strong experience and proficiency with Python, Pandas, Numpy, Lambda
Experience
Customer Success Manager
Mar 2021 — Present · Hyderabad, IN
Primarily worked in Production Support Projects involving Application Support, Customer interaction, Stakeholder & Vendor Management, Incident, Problem & Change management. • Investigate daily incoming Incidents and Service Requests by using diagnostic tools and techniques. • Work closely with internal Support teams and monitor performance. • Worked with ITIL, ITSM Processes. Analyzed applications and recommended necessary upgrades and patches. • Involved in end-to-end Project Implementation with environment support & configuration experience. • Facilitate smooth functioning of daily operations, arrange trainings and distribute work load. • Good experience in Healthcare, Retail, Finance, Banking and Ecommerce domains. • Support and test deployment of fix and take part in UAT and configuration fixes. • Constantly work with my team to improve Customer Satisfaction Survey. • Prioritize tasks to deliver competitive results to the customer. • Excellent exposure writing SQL queries and Python codes. • Suggest and implement Service Improvement plans. • Provided consultative assistance to technical staff and business unit clients by recommending and implementing solutions to business problems. • Regularly update KEDB, CMDB and Standard Operating Procedure to make it a Ready reference. • Identified root cause of recurring problems to implement effective solutions. • Worked closely with Product, Testing, Development and Requirements team members to analyze, investigate and resolve common issues.
Education
St. Xavier's College, Ranchi
Master of Computer Applications - MCA, Computer Science
St. Xavier's College, Ranchi
Bachelor of Science - BS, Information Technology
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