Azure DevOps
Mohamed Hashim Baig
Team Leader - Fintech
Chennai
Summary
ITIL-certified Team Leader with 6+ years of experience in customer support, operations, and project delivery within high-performance environments. Currently leading Support and Project teams, driving SLA adherence, operational efficiency, and seamless stakeholder engagement. Proven track record of improving team productivity, reducing escalations, and optimizing workflows through data-driven performance management and targeted coaching. Known for building high-performing teams, strengthening ownership, and delivering measurable business impact.
Overview
7
7
years of professional experience
3
3
Languages
Work History
Team Leader
FE Fundinfo
Chennai
01.2026 - Current
- Lead two core teams—Support and Project Delivery—ensuring seamless alignment between BAU operations and ongoing project work.
- Act as the primary escalation point for client issues and project-related concerns, driving timely and effective resolutions.
- Own the end-to-end incident and project lifecycle, ensuring adherence to SLAs, timelines, and quality standards.
- Define and track KPIs and performance metrics, implementing data-driven improvements to enhance productivity and service quality.
- Conduct performance reviews and targeted coaching, strengthening individual capabilities, and driving continuous team development.
- Optimize workflows, and introduce process improvements to increase efficiency and reduce operational bottlenecks.
- Consistently meet or exceed departmental goals through effective resource management, clear objective setting, and strong execution.
Deputy Team Leader
FE fundinfo
Chennai
03.2025 - 12.2025
- Lead three core functions-Incident Management, New Hire Training, and Client Reporting-ensuring operational continuity, service accuracy, and strong team capability across the business
- Strategic Team Leadership: Guide the performance and development of three cross-functional teams, fostering ownership, alignment, and continuous improvement
- Incident Management Excellence: Oversee the full incident lifecycle, ensuring timely resolution, adherence to SLAs, and application of ITIL-aligned practices for root cause analysis and long-term prevention
- Structured Training Delivery: Manage the design and execution of onboarding programs to equip new hires with foundational knowledge and role readiness
- Insightful Client Reporting: Drive the creation of accurate, data-backed client reports, tailoring outputs to business needs and ensuring transparency for stakeholders
- Process Optimization: Identify inefficiencies, streamline workflows, and support initiatives that enhance service delivery, operational clarity, and team efficiency.
Product Support-Analyst to Specialist
FE fundinfo
Chennai
11.2021 - 02.2025
- Progressively promoted from Product Support Analyst - Senior Analyst-Product Support Specialist for consistent high performance, technical expertise, and growing leadership capability
- Resolved complex product issues within SLAs, managed client communications, and coordinated fixes with developers, QA, and data teams across onshore offshore locations.
- Handled escalations and conducted monthly/quarterly client reviews, presenting recommendations
- Supported new-hire training, and mentored junior team members to strengthen team capability and reduce escalation volume.
- Acted as a central point of contact for incident resolution, ensuring quick service restoration and cross-team alignment
- Supported client reporting through data validation and report preparation improving accuracy and timeliness
Data Associate ML
Amazon
Chennai
07.2019 - 10.2021
- Gathered customer requirements and developed machine learning product features to address needs
- Transcribe user defined data into working data
- Maintain quality FTP of NLP, Distributed Systems, large scale computing, Big Data technology
- Verify the annotated files within stipulated time
- Star performer for the month of October, November 2019 and Jan 2020
Education
Bachelor of Technology - Automobile Engineering
Abdur Rahman Crescent Institute of Science And Technology
Chennai06.2019
H.S.C -
St. Joseph's Anglo Indian Boys Higher Secondary School
Vepery, Chennai04.2015
S.S.L.C -
St. Joseph's Anglo Indian Boys Higher Secondary School
Vepery, Chennai03.2013
Skills
- Leadership & People Development
- Process Improvement & Optimization
- SLA & KPI Management
- Teamwork and collaboration
- Mentoring
- Problem-solving
Accomplishments
- ITIL v4 Foundation (Score: 100%)
- Best Front Line Lead – Q1 2026, Q3 2025
- Value Champ Award – 2023 & 2024
- Star Performer – Multiple Months
- Spotlight Awards – 2022, 2024, 2025
Additional Information
- Backlog Reduction SLA Reporting, Led a backlog cleanup by analyzing ticket trends, prioritizing aged cases, and streamlining workflows resulting in faster response times and a significant drop in rule tickets.
- Automation project of the year, automated SLA data extraction and reporting, enabling accurate, real-time insights, and generating $500K in additional revenue Recognized as Project of the Year for its impact.
- MPS report automation, automated MPS report extraction from Power BI, and client distribution, reducing manual workload equivalent to two full-time resources, and improving reporting accuracy
Software
Salesforce
MS Office
SQL
Power BI
Timeline
Team Leader
FE Fundinfo
01.2026 - Current
Deputy Team Leader
FE fundinfo
03.2025 - 12.2025
Product Support-Analyst to Specialist
FE fundinfo
11.2021 - 02.2025
Data Associate ML
Amazon
07.2019 - 10.2021
Bachelor of Technology - Automobile Engineering
Abdur Rahman Crescent Institute of Science And Technology
H.S.C -
St. Joseph's Anglo Indian Boys Higher Secondary School
S.S.L.C -
St. Joseph's Anglo Indian Boys Higher Secondary School
Projects
- Backlog Reduction SLA Reporting, Led a backlog cleanup by analyzing ticket trends, prioritizing aged cases, and streamlining workflows resulting in faster response times and a significant drop in rule tickets.
- Automation project of the year, automated SLA data extraction and reporting, enabling accurate, real-time insights, and generating $500K in additional revenue Recognized as Project of the Year for its impact.
- MPS report automation, automated MPS report extraction from Power BI, and client distribution, reducing manual workload equivalent to two full-time resources, and improving reporting accuracy
Certifications And Awards
- ITIL v4 Foundation, 100%
- Best Front Line Lead-Q3 2025
- Value Champ Award of the Year-2024
- Value Champ Award of the Year-2023
- Star Performer -Feb 22, Jun 22, Sep 22, May 25
- Spotlight Award-Dec '22, Mar 24, Apr 25
Extracurricular
- Office Cultural Head-helped organize various successful events.
- School pupil leader of my school.
- Organizer for various events (Literary and Technical) in my university.