Shiraz Pawaskar

 Mumbai, India          

Professional Profile

Duration: - Jan 2015 - Present

Department: -  Portfolio Management Services, Indian Equity Markets (NSE & BSE) - Operations

Designation: - Financial Consultant/Fund Manager

Project Name: - ICICI Securities Platform, Mumbai

Job Responsibilities

• Investment Management, ROI Calculation & Forecast, Exposure Management & Risk Assessment
• Consulting service for Investments in Equity Markets.
• Service Assurance, Marketing Campaigns & Audits.
  

Duration: - September 2015 - July 2016

Department: -  Digital Marketing Solutions - Global Control Quality Management - Operations

Designation: - Associate Process Manager

Project Name: - Dell, Intel & Microsoft, EMEA

Job Responsibilities

• Managing a Team of 11 Analysts working on Compliance, Audit and Reimbursements of Marketing Campaigns.
• Supervise Audits and Analysis thereby recommending enhancements to the existing compliance checkpoints.
• Quarterly business reviews with Client in perspective to the funding from their Partners/Vendors.
• Ensuring Reimbursements of $5 million (US Dollars) target accruals every quarter for EMEA Region.

Duration: - December 2013 - December 2014

Department: - Technical Services & Solutions - Machine to Machine (M2M) - Operations

Designation: - Site In-charge

Job Responsibilities

• Headed a team of 46 members and 5 Team Leads.
  
• Escalation management and troubleshooting issues ensuring by RCA, TAT and SLA compliance.
• Service Delivery/POC/Onboarding new customers and facilitating new services to enterprise customers.
  
• Analyze customer complaint reports and built strategies for minimizing re-occurrence.
  
• Team Management of 51 Team Members ensuring 24*7 live support to the Client.
  

Duration: - March 2013 - December 2013

Department: - L1 Application/Technology - Operations

Designation: - Project Lead

Job Responsibilities

• Supervised a team of 24 members, working on various non-banking, Security/ID Management applications.
• Analysis, implementation and auditing of overall process and ID process between AD and HR.
• CRM - TAT & SLA Compliance and Escalation Management of customer complaints.
• Approximately 99% Precise Auditing of the IDs between AD/ID and HR.

Duration: - May 2011 – December 2012

Department: - Packet Core Managed Services - Operations

Designation: - Assistant Team Lead

• Supervised a Team of 33 Engineers, thereby providing support to three Team Leads at different Locations (Delhi, Mumbai and Hyderabad).
  
• CRM - TAT and SLA Compliance and Escalation Management of customer complaints.
• Providing Approvals, Validation and Audit of planned/unplanned activities uploaded on ERP by Team.
• Strategizing, Consulting and Implementing new requirements in the development of new ERP.
• Training Programs of new ERP implemented across all Projects of Company for PAN India.
• SPOC for the Customer for their requirements.
• Due Diligence - Preventive maintenance of nodes and site (Data Centre) audit of Hardware.

Duration: - September 2009 – April 2011

Department: - Network Switching Subsystem (NSS) / Circuit Core O&M.

Designation: - Technical Support Group (TSG) Engineer.

• Managing and analyzing customer complaints and preparing strategies for its reduction.
• CRM - TAT and SLA Compliance and Escalation Management of customer complaints.
• Launch of 3G Services & Mobile Number Portability (MNP) in Mumbai Circle
• 100% Periodic updates of Voice/SMS/Location of VIPs to high level Airtel and Nokia Management Teams.
• Meetings with Relationship Managers of Airtel with their Corporate Clients.