Open to opportunities

Arbaz Mulla

@arbazmulla

Message

I resolve high-priority technical incidents and improve customer outcomes across SLA-driven support environments.

India

Message

What I'm looking for

I'm looking for a remote, ticket- and queue-driven technical support role where I can manage complex incidents, troubleshoot issues, coordinate cross-functional resolution, and deliver strong customer outcomes.

At _VOIS (Vodafone Intelligent Solutions), I manage complex, high-priority incidents, investigate issues across systems and services, and coordinate teams through resolution. I also analyze daily incident reports, de-escalate customer complaints, and keep process and compliance work on track.

Previously at Concentrix, I owned technical problem management end to end, from response and analysis through resolution and root-cause analysis. I work effectively in remote, ticket-driven environments using ITSM and CRM tools including Saviynt, Salesforce, Remedy, Halo, HDM, and SAP MM.

Experience

Work history, roles, and key accomplishments

Current

Senior Executive – Resolution Manager

Current

_VOIS (Vodafone Intelligent Solutions)

Dec 2022 - Present (3 years 8 months)

Manage complex, high-priority incidents and coordinate resolution across teams. Handle escalated customer complaints, perform deep-dive analysis, and support team training and process compliance.

Incident Management Escalation Handling Root Cause Analysis Problem Management Process Compliance Saviynt Salesforce Reporting Documentation team training

Senior Technical Support

Concentrix

Nov 2021 - Dec 2022 (1 year 1 month)

Performed deep-dive analysis to resolve complex technical issues and owned problem management end-to-end. Coordinated daily with management and monitored tickets, service requests, and dispatches.