Mohammad Imran Siddiqui

About Mohammad Imran Siddiqui

A professional with more than 12 years of experience as French Language expert providing services in various domains such as IT Service management, Incident,change and problem management, Software Testing in Core Banking, SAP, P2P, Process Migration, Continous Service Improvements, Customer Service Management, Staff training & Devlopment, Translation from French to English and vice versa. Extensive working & dealing experience with European, African,Latin American,USA and Canadian clients.Exposure to work on onsite with Royal Air Maroc and provided great service achieved the goal within the timeline.Working experience with renowned clients such as Citi Bank,Total, Air Canada,Telus Communication, JetBlue,Royal Air Maroc Vaillant group,Cummins and RioTinto.Great exposure to Functional testing in ServiceNow and Core Banking using Oracle Flexcibe,SAP testing,API testing, Regression testing, Standalone,UAT and E2E testing using Agile and Waterfall methodology.Experience in test design,test execution,bug reporting and tracking management using Jira and Zephyr tool,Azure Devops.Extensive experience in Request management, Incident management,Task management and Customer Relationship management using ITIL best practices.Hands on Below tools- ServiceNow - Flexcube- SAP- Azure Devops- qTest- SharePoint- Postman- Jira- Zephyr- SQL- Excel- MS outlook- O365Certification - CIS CSA-CIS ITSM- ITIL foundation - Agentic Process Automation - ISTQB- French- Arabic

Experience

1. Assistant Manager

   Infosys BPM

   Jul 2023 — Present · Pune, IN

   Supported the transition from legacy tools to the ServiceNow platform, ensuring smooth data and process migration.• Monitored aging and open tickets to ensure timely resolution, improve SLA compliance, and reduce backlog.• Maintained operational data and ServiceNow records to support reporting and quality assurance initiatives.• Conducted monthly ticket audits to evaluate team performance, ensure service quality, and identify process gaps.• Managed day-to-day incident, request, and task management in ServiceNow ITSM to deliver efficient technical support.• Delivered multilingual support (French and English) via chat, email, and calls; conducted French training for internal IT staff.• Acted as a bridge between technical teams, clients, and stakeholders to ensure smooth communication and close operational gaps.• Collaborated with global clients to gather requirements, prioritize issues, and maintain alignment in Agile and fast-paced environments.• Contributed to continuous service improvement by proposing ideas and feedback to enhance customer satisfaction and process efficiency.

Education

• The English and Foreign Languages University

  Master's degree, in French

  2011 — 2013

• Jamia Millia Islamia

  Advance Diploma In French, French Language and Literature

  2010 — 2011

• Jamia Millia Islamia

  Bachelor's degree, French Language and economics

  2008 — 2011

• Jamia Millia Islamia

  diploma in French, French Language

  2009 — 2010

Skills

• English
• French Expert
• Kpo
• Process Excellence
• French to English
• French
• Translation