Syed Afaq Sharjeel
Bengaluru
Summary
Results-oriented business and customer success professional with 10+ years of experience spanning enterprise software, technical account support, product operations, and supply chain functions. MBA in Project Management with a strong record of leading customer-facing teams, coordinating cross-functional stakeholders, managing escalations, and improving service execution across ERP and SaaS environments. Known for combining business acumen, operational discipline, and client-centric problem solving to deliver reliable outcomes and stronger customer experience.
Overview
12
12
years of professional experience
Work History
Team Lead
Aptean
Bengaluru, India
02.2023 - Current
- Lead customer-facing operations in an enterprise software environment, aligning internal teams and client stakeholders to drive timely issue resolution and service continuity.
- Manage escalations and complex support situations by coordinating across product, support, and delivery teams to maintain customer confidence and execution quality.
- Guide team performance, workload prioritization, and stakeholder communication in a fast-paced environment with competing operational demands.
- Support process standardization and service improvements that strengthen responsiveness, accountability, and the overall customer experience.
Product Management Analyst
Epicor
Bengaluru, India
03.2021 - 08.2023
- Supported end users and business stakeholders across enterprise application workflows, troubleshooting issues and helping maintain operational stability.
- Oversaw incident management activities, ensuring effective triage, cross-team follow-up, and structured communication through to resolution.
- Partnered with internal stakeholders to identify recurring pain points and contribute to product and process improvement efforts.
Senior Product Specialist
Epicor Software
Bengaluru, India
03.2018 - 06.2020
- Resolved system and application issues for enterprise users while coordinating with multiple stakeholders to deliver practical, timely solutions.
- Built strong functional knowledge of business applications and customer support workflows in a complex ERP setting.
- Served as a dependable bridge between customer needs and internal teams, improving clarity, communication, and service outcomes.
Supply Chain Specialist
VEER-O-METALS PRIVATE LIMITED
India
09.2014 - 10.2016
- Supported supply chain optimization initiatives and day-to-day operational planning in a manufacturing environment.
- Assisted with SAP HANA ECC 6 implementation-related activities, contributing business-process understanding from an operations perspective.
- Developed exposure to procurement, coordination, and process efficiency practices that later strengthened enterprise systems and customer operations work.
Education
MBA - Project Management
Indian Institute of Management (IIM)
Bengaluru01-2025
Bachelor of Engineering - Mechanical Engineering
Visvesvaraya Technological University
Skills
- Project Management
- Client relationship management
- Technical Account Management
- Stakeholder Management
- Incident & Escalation Management
- ERP / SaaS Support
- Cross-functional Leadership
- Business Operations
- Process Improvement
- Team Leadership
- Product Support
- Supply Chain Operations
Timeline
Team Lead
Aptean
02.2023 - Current
Product Management Analyst
Epicor
03.2021 - 08.2023
Senior Product Specialist
Epicor Software
03.2018 - 06.2020
Supply Chain Specialist
VEER-O-METALS PRIVATE LIMITED
09.2014 - 10.2016
Bachelor of Engineering - Mechanical Engineering
Visvesvaraya Technological University
MBA - Project Management
Indian Institute of Management (IIM)
PROFESSIONAL PROFILE
- Experienced across customer success, technical support, product operations, and supply chain-led business functions.
- Comfortable working at the intersection of customers, operations, and technology teams.
- Strong fit for MBA-aligned roles in project management, program coordination, customer success, business operations, and delivery leadership.