Summary
Overview
Work History
Education
Skills
Accomplishments
Software
Certification
Timeline
Generic

Shihad Backer

PRINCE2®-Certified IT Project Manager
Dubai

Summary

Dynamic Customer Support Manager at Sapience Technology LLC with a proven track record in agile project management and team leadership. Enhanced client satisfaction through tailored support strategies and streamlined processes, achieving a significant reduction in response times. Skilled in resource coordination and change management, fostering high-performing teams and delivering quality results.

Overview

18
18
years of professional experience
2
2
Certifications

Work History

Customer Support Manager - HCM

Sapience Technology LLC
08.2019 - Current
  • Led end-to-end delivery of multiple projects, from requirement gathering to release and support.
  • Created project plans, defined scope, managed timelines, and coordinated resources.
  • Tracked progress, shared updates, and addressed any delays with corrective actions.
  • Handled change management, risk mitigation, and ensured smooth project execution.
  • Ensured quality delivery by reviewing outputs and aligning them with client expectations.
  • Supported documentation, knowledge transfer, and continuous process improvements.
  • Resolved escalations quickly and professionally, boosting client satisfaction and retention.
  • Mentored support teams and improved workflows for faster, more effective service.
  • Developed tailored support strategies for key accounts, leading to long-term partnerships.
  • Streamlined customer service processes, reducing response time and enhancing experience.
  • Regularly analyzed trends, addressed root causes, and implemented best practices.
  • Managed staffing, scheduling, and performance for cross-functional teams.
  • Improved efficiency by identifying gaps in workflows and automating routine tasks.
  • Conducted training, performance reviews, and built a high-performing, motivated team.
  • Oversaw payroll, vendor management, documentation, and day-to-day admin functions.
  • Worked with IT, sales, and finance teams to align support operations with business goals.

Associate Project Manager

Accenture
08.2019 - 05.2023
  • Managed projects end-to-end, from gathering requirements to delivery and support.
  • Created clear project plans, set timelines, and ensured smooth execution.
  • Worked closely with teams and clients to keep everything on track and aligned.
  • Handled scope changes, risks, and resources to avoid delays and issues.
  • Wrote PL/SQL scripts and maintained applications and databases.
  • Ensured quality with testing, code reviews, and clear documentation.
  • Used tools like JIRA and ServiceNow for tracking and issue resolution.
  • Built strong client relationships and delivered solutions that added value.
  • Shared knowledge, mentored team members, and encouraged collaboration.
  • Looked for ways to improve processes and boost efficiency.

Associate Consultant

Atos Global IT Solutions
02.2017 - 07.2019
  • Requirement Gathering: Collected, analyzed, and documented business and technical requirements, translating stakeholder needs into clear specifications.
  • System Design: Collaborated with architects and developers to design scalable and efficient systems aligned with project goals.
  • Testing & Quality Assurance: Defined and executed test cases, performed unit and peer testing, and ensured solutions met quality standards before deployment.
  • Problem Solving: Diagnosed and resolved system issues during development and post-deployment, ensuring smooth operations and minimal downtime.
  • Documentation: Maintained detailed documentation including requirements, design specs, test plans, user guides, and knowledge articles for incidents and resolutions.
  • Collaboration & Communication: Coordinated effectively with clients, team members, and stakeholders to maintain alignment and transparency throughout the project lifecycle.
  • Technical Expertise: Developed SQL scripts (queries, procedures), managed databases, and applied best practices to optimize system performance and reliability.
  • Project Coordination: Supported project planning, tracking, and activity coordination across development, QA, and release phases.
  • Deployment & Support: Led release management, version control, and provided end-user training and post-deployment support for seamless adoption.
  • Service Delivery Management: Oversaw complete delivery lifecycle – from requirements to development, quality assurance, and release for multiple applications.

Project Manager / Technical Consultant

Next IT & Systems LLC
02.2015 - 09.2016
  • Project Management: Led multiple complex projects from planning to delivery, ensuring they were completed on time, within budget, and met client expectations. Handled scope, schedules, resource planning, and risk management.
  • Team Leadership: Managed cross-functional teams, mentored junior staff, allocated resources effectively, and created a collaborative and motivated work environment.
  • Client Interaction: Maintained direct communication with clients throughout all project phases, earning consistent appreciation. Acted as a trusted advisor and resolved issues proactively.
  • Technical Expertise: Provided end-to-end technical support including database performance tuning, backups, recovery, application deployment, data migration, and designing scalable solutions.
  • Process Improvement: Streamlined workflows, established SOPs, prepared documentation (SRS, KBs, RCAs), and implemented continuous improvement strategies.
  • Release & Deployment: Oversaw release planning, managed deployments, and ensured quality through testing and UAT support. Coordinated packaging and rollouts.
  • Training & Knowledge Sharing: Conducted user and team training, shared best practices, and created documentation to support onboarding and ongoing learning.
  • Business Development: Responded to RFPs/RFIs, led POCs, won new projects/contracts, and contributed to account mining efforts (e.g., secured 8M AED via new references).
  • Innovation & Growth: Fostered a culture of innovation by implementing automation tools, leveraging cloud-based technologies, and supporting leadership development programs.
  • Notable Project: Delivered Hospital Information Management System for Falcon Hospital, Abu Dhabi – handled requirements, scope, planning, quality, training, deployment, and post-delivery support.

Associate Project

Cognizant Technology Solutions
08.2012 - 10.2014
  • Led multiple projects from planning to go-live, working closely with clients and teams to deliver on time and within budget.
  • Handled end-to-end delivery—gathered requirements, estimated timelines/costs, tracked progress, and resolved roadblocks.
  • Built strong support processes, handled on-call planning, and made sure issues were resolved within SLAs.
  • Managed a team of developers and analysts—assigned work, ensured quality through code reviews, and guided junior members.
  • Designed and developed app features, wrote backend scripts, and maintained databases with performance tuning.
  • Took care of all testing phases and supported smooth UAT. Logged and fixed bugs quickly.
  • Used MS Project and Visio for planning and visualizing workflows.
  • Kept documentation up to date and shared knowledge across the team.
  • Delivered consistently high-quality work, earning client trust and repeat business.

Senior Software Developer

SHIPMATE - SBN TechnoLogics
02.2007 - 09.2011
  • Led and supported development teams, helping junior devs grow and keeping projects on track.
  • Built and delivered scalable web and desktop apps, focusing on clean code, performance, and reusability.
  • Migrated legacy systems to modern platforms without losing data or functionality.
  • Worked hands-on with SQL – writing complex queries, tuning performance, and managing backups.
  • Fixed bugs, handled support tickets, and improved existing systems based on user feedback.
  • Collaborated with QA, product, and business teams to ensure smooth releases and clear communication.
  • Took part in architecture planning, integration efforts, and deploying secure, high-performing solutions.
  • Documented code and processes so others could easily maintain and build on the work.
  • Balanced tight deadlines with quality delivery, always aiming to make things better and faster.

Education

Project Management

Axelos - Prince2 Foundation Certification
09-2028

Project Management

Axelos - Prince2 Practitioner Certification
02-2028

Bachelor of Science - Computer Science

EMEA College of Arts And Science
Kondotti
04.2001 -

Skills

Agile project management

Accomplishments

  • Pinnacle Award from Accenture and CIO Recognition from Client
  • Client Appreciations (2020 & 2021 & 2022) from Accenture
  • Best Performance Award from NEXT IT & Systems (2016)
  • Played a key role in establishing project management as a discipline, defining the project management framework, and creating core documents and guidelines
  • Designed a set of templates that drove standardization and unification across projects
  • Managed several internal and client-facing projects, serving as an escalation point for critical issues and facilitating communication on challenging projects

Software

Project Management

Certification

Prince 2 Foundation

Timeline

Prince 2 Foundation

02-2025

Prince 2 Practitioner

02-2025

Customer Support Manager - HCM

Sapience Technology LLC
08.2019 - Current

Associate Project Manager

Accenture
08.2019 - 05.2023

Associate Consultant

Atos Global IT Solutions
02.2017 - 07.2019

Project Manager / Technical Consultant

Next IT & Systems LLC
02.2015 - 09.2016

Associate Project

Cognizant Technology Solutions
08.2012 - 10.2014

Senior Software Developer

SHIPMATE - SBN TechnoLogics
02.2007 - 09.2011

Bachelor of Science - Computer Science

EMEA College of Arts And Science
04.2001 -

Project Management

Axelos - Prince2 Foundation Certification

Project Management

Axelos - Prince2 Practitioner Certification

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Shihad BackerPRINCE2®-Certified IT Project Manager