Principal Product Manager | Product Delivery at Seamless Distribution Systems (2022-05 – Present)
- Own product strategy, roadmap, and backlog for fintech and telecom platforms supporting multi-billion transaction volumes.
- Lead product discovery, requirement definition, and delivery across 5+ active products.
- Collaborate with engineering, design, QA, and operations teams (80+ engineers) to ensure timely and scalable delivery.
- Act as the primary bridge between business stakeholders and technical teams, ensuring clarity and alignment.
- Drive customer success initiatives by aligning product features with business outcomes.
- Scaled transaction platforms to process 15+ billion transactions annually.
- Improved delivery timelines by 20% through better backlog prioritization and agile practices.
- Reduced recurring support issues by 20% through root-cause analysis and product improvements.
- Introduced AI-assisted workflows (AI-ready user stories, developer productivity tools like Lovable, Cursor, etc.) to accelerate delivery and reduce costs.
Product Owner | Product Trainer & Customer Success at Seamless Distribution Systems (2018-03 – 2022-05)
- Led product backlog prioritization and participated in Agile Scrum ceremonies including backlog refinement, backlog grooming, sprint planning, daily Scrum, sprint review, and retrospectives, ensuring on-time delivery of customer-centric business value.
- Acted as the bridge between stakeholders and technical teams, ensuring alignment, clear communication, and timely resolution of dependencies.
- Designed and delivered structured product training programs for customers and internal teams.
- Strengthened customer engagement by streamlining support processes and fostering long-term relationships.
Senior System Engineer at Seamless Distribution Systems (2014-06 – 2018-03)
- Provided end-to-end technical support for customer operations, ensuring 99.9% system uptime and high service reliability.
- Delivered O&M (Operations & Maintenance) support through proactive monitoring, troubleshooting, and optimization, reducing incident recurrence by 20%.
- Collaborated with cross-functional teams to resolve critical technical issues, improving mean time to resolution (MTTR) by 25%.
- Partnered with customers to address operational needs and enhance service quality, contributing to a 15% increase in customer satisfaction scores.
- Oversaw creation, provisioning, and traffic management of VoIP trunks, optimizing routing and improving call quality (ASR/ACD) by 15%.
- Delivered technical training and mentoring to teams, increasing team productivity by 20% and reducing onboarding time for new staff.
- Provided proactive network support under SLA agreements, reducing incident resolution time by 25% and improving customer satisfaction.
- Led operations and network teams, improving overall efficiency and achieving 99.9% network uptime.
- Built and maintained Asterisk/VoIP servers and interconnects with carriers, managing trunks, access numbers, and routing.
- Optimized voice/SMS QoS through codec prioritization, dial plans, and issue resolution with carriers.
- Developed routing/dial plans in Asterisk and MySQL, automated tasks with PERL, and generated traffic/QoS reports.
- Provided 3rd-line support via CMS, collaborating with clients and developer teams on complex issues.
- Created and managed SIP/SS7 interconnects with national and international operators.
- Managed traffic on VERAZ, SIPHIVE, GENBAND, NSOFT, and ZTE ZXSS10 soft switch; configured Layer 3 Cisco switches, IADs, and media gateways (ZTE MSG900, VERAZ IGATE4K EDGE).
- Resolved hardware/software faults in core network entities, ensuring service continuity and call quality (ASR, ACD, muting).
- Established IP-based signaling interconnects and configured new interconnections to expand network reach.
- Supported Wateen Telecom's NGN project with Warid Telecom, managing international traffic routing (UK, Pakistan, Uganda, Congo, Bangladesh).
- Provided technical support and troubleshooting, ensuring service reliability and customer satisfaction.
- Configuration and maintenance of VOIP gateways and soft switches (NSOFT and GENBAND).
- Traffic management, monitoring, Routing and rerouting of traffic.
- Creation of new VOIP end points/VOIP interconnects for different Customers and Suppliers on GENBAND.
Assistant Manager Networks & Operations at ADG-LDI (formerly DV Com-LDI) (2013-01 – 2014-01)
- Oversaw creation, provisioning, and traffic management of VoIP trunks, optimizing routing and improving call quality (ASR/ACD) by 15%.
- Delivered technical training and mentoring to teams, increasing team productivity by 20% and reducing onboarding time for new staff.
- Provided proactive network support under SLA agreements, reducing incident resolution time by 25% and improving customer satisfaction.
- Led operations and network teams, improving overall efficiency and achieving 99.9% network uptime.
Team Lead VOIP operations at VOPIUM (2011-01 – 2013-01)
- Built and maintained Asterisk/VoIP servers and interconnects with carriers, managing trunks, access numbers, and routing.
- Optimized voice/SMS QoS through codec prioritization, dial plans, and issue resolution with carriers.
- Developed routing/dial plans in Asterisk and MySQL, automated tasks with PERL, and generated traffic/QoS reports.
- Provided 3rd-line support via CMS, collaborating with clients and developer teams on complex issues.
Senior VOIP Telephony Engineer at Wise communication (2010-01 – 2011-01)
- Created and managed SIP/SS7 interconnects with national and international operators.
- Managed traffic on VERAZ, SIPHIVE, GENBAND, NSOFT, and ZTE ZXSS10 soft switch; configured Layer 3 Cisco switches, IADs, and media gateways (ZTE MSG900, VERAZ IGATE4K EDGE).
- Resolved hardware/software faults in core network entities, ensuring service continuity and call quality (ASR, ACD, muting).
Operations & Maintenance Engineer at VOTEL International (2009-01 – 2010-01)
- Established IP-based signaling interconnects and configured new interconnections to expand network reach.
- Supported Wateen Telecom's NGN project with Warid Telecom, managing international traffic routing (UK, Pakistan, Uganda, Congo, Bangladesh).
- Provided technical support and troubleshooting, ensuring service reliability and customer satisfaction.
System Engineer at Wise Communication (2008-01 – 2009-01)
- Configuration and maintenance of VOIP gateways and soft switches (NSOFT and GENBAND).
- Traffic management, monitoring, Routing and rerouting of traffic.
- Creation of new VOIP end points/VOIP interconnects for different Customers and Suppliers on GENBAND.
