Project Management
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
Stakeholder communication
Team management
Requirements analysis
Resource coordination
Project management
Release planning
Project leadership
Stakeholder relations
Sprint planning
Quality assurance
System architecture
Problem-solving
Team leadership
Project management software
Project planning
Change management
Continuous improvement
Project team coordination
Team collaboration
Analytical thinking
Customer needs assessment
Analytical skills
[Software] expertise
Professionalism
Resource planning
Team building
Requirements gathering
Customer service
Documentation management
Effective communication
Staff training
Scrum methodology
Adaptability and flexibility
Organizational skills
Multitasking Abilities
Root-cause analysis
Project tracking
Client relations
Technical leadership
Continuous integration
Schedule 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
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