Johar Ali

Experience

• 

  RAD

  Aug 2007 - Oct 2009

  Lead Programming Engineer
• 

  ICE Animations

  Dec 2009 - Feb 2013

  Software Engineer > Sr. Software Engineer
• 

  NETSOL Technologies Inc.

  Feb 2013 - now

  - Ensure customer requirements are align with contract and it’s execution- Align communications, resources and plans with customer counterparts- Proactively drive the customer experience and satisfaction as a customer advocate- Be the on-going relationship person for the whole account (not only one contract, one project or one product) on all post sales aspects- Hold regular Service reviews- Be the customer escalation point for large or complex accounts assigned- To be a value added advisor for the large or complex customers- Understand the customer organization, goals- Managing complex service problems raised by the Customer being able to make an initial assessment and leveraging available resources from the organization- Secure Root Cause Analysis documentation as requested- Communicate with professionalism, confidence and honesty with customers and build trust whilst always driving quality and value - Present Service Delivery and Support models to customers- Identify potential up selling opportunities in contracts and engage Sales- Confirming all contracted deliverables are provided.- Providing excellent customer service.- Building a strong understanding of customer’s businesses at both an operating and services level and using this understanding to identify customer requirements.- Liaising with Account Managers, and in doing so ensure customer renewals are on time. - Resolving any issues which may arise by making sure the appropriate functional activity is performed.- Creating and maintaining customer’s service optimization pack by identifying key information that would help the customer get the most out of their solutions- Ensuring service enablement processes and accompanying documentation are completed and tested to company standards- Managing service related customer issues until they are resolved and makes sure they are appropriately recorded.- Scheduling and chairing meetings with customer contacts. Show less Project Lead:• Team Management Managing large/ short number of resources considering workload.• Work Planning Equal task distribution within team members• Work Quality within delivery timelines Maintaining work quality within delivery timelines• Quality Review Maintaining work quality by conducting code/documentation reviews• GAP Workshops Conducting onsite requirement workshops as per provided plans• UAT Workshops Supporting client during onsite UAT workshopsRelease Manager:• Release/Patch/Hotfix Management Leading Releases from initiation to Code Freeze and SAT Closure• Documentation Management Managing documents i.e. Impact Analysis, PRP, RS, Traceability Matrix, FS, ILF, DLF etc.Point Person:• Point Of Contact: Communication and coordination with clients through emails, voice/video calls etc. Show less

  • Associate Technical Project Manager

    Jan 2022 - now

  • Sr. System Analyst/Project Lead

    Jul 2020 - Jun 2022

  • System Analyst/Project Lead

    Jul 2017 - Jul 2020

  • Service Delivery Manager

    Sept 2016 - Jul 2017

  • Principal Software Engineer/Project Lead

    Apr 2015 - Jul 2017

  • Sr. Software Engineer

    Feb 2013 - Apr 2015