With immense enthusiasm, I endorse and recommend Sohail, with whom I’ve had the privilege of working directly under his exceptional leadership. In my career spanning over a decade, the experience of being guided by Sohail undoubtedly stands out as a pinnacle of my professional journey. His leadership qualities extend far beyond mere management; they serve as a catalyst for team success and individual growth, inspiring everyone fortunate enough to be part of his team.

One of the most remarkable facets of Sohail’s leadership is his unparalleled ability to communicate with absolute clarity. His management style is a breath of fresh air, characterized by transparency, fostering a work environment firmly rooted in trust and open dialogue. Whether it’s day or night, Sohail is consistently approachable and available, ensuring that questions or concerns are addressed promptly. He doesn’t merely provide answers; he imparts insightful guidance that empowers his team to develop invaluable problem-solving skills.

Sohail’s unwavering commitment to escalation and technical support has brought about a transformative impact on our department. His strategic vision, coupled with an innate understanding of technical intricacies, has played a pivotal role in optimizing our processes and consistently delivering exceptional customer service. His guidance has not only enhanced efficiency and resource utilization but has also made a significant, positive impact on the technical support department’s key performance metrics, including customer satisfaction and resolution time.

However, beyond the impressive statistics and accolades, what truly sets Sohail apart is his ability to connect on a personal level. He genuinely cares about the professional and personal development of each team member. Under his mentorship, many of us have reached unprecedented heights in our careers, equipped with both technical expertise and soft skills essential in today’s dynamic work environment.

My journey working alongside Sohail has been profoundly enriching. His leadership has served as a constant source of inspiration and has undeniably contributed significantly to my professional development. For anyone seeking a leader who not only excels in navigating the complexities of technical support and escalation but is also deeply committed to cultivating a culture of transparency, trust, and continuous growth, Sohail unquestionably stands as the ideal choice. His leadership is a beacon of excellence in our organization and beyond.

Sohail and I worked together in the Customer Support Organization at Okta. I will miss working with Sohail on technical challenges as well as process challenges. Over two years, Sohail and I had to build partnerships between Tier2 TSEs and Dev Support TSEs and work as “One Team” to solve the customer issues. That was challenging initially, but Sohail was instrumental in “conflict resolutions” and “peacemaking” between the different groups. Sohail and I built a partnership that allowed our TSEs to work together and resolve customer issues quickly and with great customer satisfaction. Sohail worked diligently on reporting accurate and insightful KPI Metrics, finding utilization indicators for resource allocations, and building specialized skills to handle more challenging Okta Products such as Okta Access Gateway, Advanced Server Access, and Workflows (formly Azuqua Workflows). Most of all, Sohail was instrumental in building out the top talent in Okta Tier2 Support. He had a major influence on the Okta “one team” culture in the Support Organization. I modeled some of his approaches in building a cohesive solid team. Sohail is a pleasure to work with. A true professional who looks to build trust and supportive team cultures wherever he goes. I plan to borrow often from Sohail’s Leadership playbook.

I am privileged to collaborate with Sohail, our Director of Customer Support Operations. His exceptional leadership and strategic vision have transformed our support team into a well-organized, efficient, and highly effective unit.

Sohail expertly orchestrates our support team, implementing new processes and establishing robust standards that have significantly enhanced our operational efficiency and effectiveness. His unwavering commitment to fostering strong customer relationships has markedly increased customer satisfaction scores. His innovative approach has automated numerous workflows, streamlining our operations and improving response times.

One of Sohail’s distinguished accomplishments is developing a comprehensive knowledgebase system and detailed metrics dashboards. These resources are invaluable to our team and customers, providing clear and accessible information that empowers us to deliver superior support.

What truly distinguishes Sohail is his exemplary leadership style. He is an authentic leader and a perceptive listener who works closely with individual team members. His supportive approach facilitates team members’ growth and development, enabling them to organize their work efficiently and progress significantly in their careers. His ability to balance strategic vision with personal mentorship cultivates a collaborative and motivated team environment.

Sohail’s impact on our team and the organization is profound, and I am confident he will continue to excel and inspire in his role. I highly recommend Sohail for any leadership opportunities within our organization and beyond, as his expertise and dedication are unparalleled.

Sohail was very helpful and extremely knowledgeable on skills of:
* Unix OS, scripts and Security
* Mazu security profiler
* Networking configuration, scripting, and monitoring

Sohail was one of my preferred consultants in configuring, updating, reporting, and security monitoring of our network with the Mazu profiler security device. I found each contact quite enjoyable and all issues quickly remedied.

I would recommend Sohail as a knowledgeable, friendly, and strongly
customer-oriented person with excellent communication skills.

Sohail is a very skilled and knowledgeable Support leader. Throughout his tenure at Motive, Sohail’s expertise and guidance have been instrumental in transforming our backline technical support team. Under his leadership, the team has grown exponentially, expanding to nearly 100 technical support engineers and managers.

Sohail’s commitment is evident in the significant improvements achieved during his tenure. He spearheaded initiatives that resulted in a remarkable increase in technical support CSAT, elevating it from below 70% to an impressive 88%. Additionally, Sohail’s meticulous efforts have successfully established a robust escalation management practice, built from the ground up. He restructured the technical support team into a highly efficient pod model, streamlining the operations and consolidating Tier 2 and Tier 3 support functions.

Beyond his technical acumen, Sohail’s dedication and tireless work ethic have been commendable. He fostered a collaborative and cohesive environment, driving fruitful collaboration among team members and stakeholders across all levels.

Sohail Sarwar is an exceptional and innovative problem solver who proved to be an invaluable asset during his time at Motive. With a pragmatic and down-to-earth approach to customer service, Sohail consistently surpassed expectations. His dedication and commitment to our clients’ best interests were evident in every interaction.

Possessing a rare blend of technical expertise and creative problem-solving skills, Sohail earned the respect and confidence of both technical and non-technical peers, inspiring everyone around him to perform at their best. His professionalism, efficiency, and self-directed approach made him an indispensable member of our team, fully devoted to achieving our group’s objectives.

A major highlight of Sohail’s contributions was his development of the Jira Board, Service Leval Agreements within Customer Support and Engineering/Product and associated processes, which brought about significant improvements in the collaboration between Technical Support and Engineering. This initiative led to enhanced customer satisfaction metrics and reduced support costs, demonstrating his strategic thinking and problem-solving prowess.

Two outstanding qualities that define Sohail are his unwavering work ethic and self-motivation. These traits serve as the driving force behind his relentless pursuit of excellence. What stands out the most about Sohail is his genuine passion for problem-solving, particularly when it comes to ensuring customer satisfaction. He possesses a true mastery of the art of problem resolution and exudes enthusiasm while doing so.

I’ve had the privilege of working alongside Sohail Sarwar, and I can confidently say that his leadership, vision, and strategic mindset are unparalleled. Sohail is not just a leader; he’s a builder. At XOPS, he played an instrumental role in transforming our Customer Support and Managed Services into a well-oiled, world-class operation. His ability to align technical expertise with customer-centric strategies elevated our service delivery, earning us trust and loyalty from clients across the board.

What truly sets Sohail apart is his calm demeanor under pressure and his knack for turning challenges into opportunities. When we faced sudden surges in demand or complex escalations, Sohail not only kept the ship steady but also set new benchmarks for excellence. He introduced innovative solutions, from leveraging AI-driven automation to establishing robust governance frameworks, ensuring our teams operated with efficiency and precision.

Beyond his technical and operational expertise, Sohail is a people-first leader. He nurtured a culture of accountability, mentorship, and continuous improvement, which inspired his teams to consistently outperform expectations. The results speak for themselves: higher customer satisfaction, reduced resolution times, and a team that thrived under his guidance.

Sohail’s legacy at XOPS is one of excellence, innovation, and unwavering commitment to both the company’s success and the personal growth of everyone he worked with. It’s rare to find a leader who combines technical brilliance with such profound empathy and integrity. Anyone fortunate enough to have Sohail on their team is undoubtedly in the best of hands.