Looking for a job

Asgar Ali

@asgarali1

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Global operations and customer experience leader driving scalable 24x7 performance.

India

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What I'm looking for

I seek senior operations roles where I can lead 24x7, multi-LOB teams, drive CX improvements, transform processes via automation, and partner with executives to deliver measurable financial and service outcomes.

I am a Global Operations & Customer Experience leader with 17+ years managing large-scale, 24x7 BPO and service delivery operations across Telecom, ISP, and Airline domains. I have led multi-LOB, multi-region teams of up to 600+ FTEs, owned P&L, SLAs and KPIs, and delivered measurable improvements in NPS/CSAT, cost reduction, and operational stability.

I specialize in scaling operations, managing transitions, incident and continuity planning, and driving process transformation through Lean Six Sigma, RPA and automation. I am a trusted partner to global clients and senior stakeholders, focused on building high-performance teams, governance frameworks, and data-driven outcomes.

Experience

Work history, roles, and key accomplishments

Current

Senior Manager - Operations

Current

IGT Solutions Pvt LTD

Jun 2023 - Present (2 years 6 months)

Lead end-to-end 24x7 operations for a Tier-1 US airline, managing 600+ FTEs across 5+ LOBs and consistently meeting SLAs, KPIs and financial targets while driving CX improvements and incident recovery.

Operations Management Incident Management P L Ownership Process Improvement

Manager - Operations

TechMahindra

Jun 2016 - Jun 2023 (7 years)

Led telecom account operations of 350+ FTEs across 6+ LOBs with end-to-end delivery, P&L accountability, SLA governance and process transformation that improved turnaround and reduced manual effort.

P&L management Compliance Audits Cost Optimization Stakeholder Management

Team Leader - Operations

Wipro

Jan 2010 - Jun 2016 (6 years 5 months)

Managed 30+ technical support engineers delivering productivity, quality and SLA compliance, led coaching and performance reviews and drove implementation of process improvements.

Team Leadership Technical Support SLA Coaching Performance Management

Senior Executive - Operations

Matrix Cellular Services

Jun 2008 - Jan 2010 (1 year 7 months)

Provided frontline customer support via voice and email, performed system testing and issue coordination, and maintained timely case documentation and closures.

Customer Support Case Documentation Issue Tracking QA