Ash Alam
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Ash Alam Email & Phone Number

Global IT Service Operations Manager (MSP) | IT Service Delivery/Management/Operations | Innovative Leader | Worldwide Business Grower & Stabiliser | Change, Streamlining and Transforming IT with Proven Skills and AI | at Kapsch TrafficCom AG
Location: Birmingham, England, United Kingdom 11 work roles
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Role
Global IT Service Operations Manager (MSP) | IT Service Delivery/Management/Operations | Innovative Leader | Worldwide Business Grower & Stabiliser | Change, Streamlining and Transforming IT with Proven Skills and AI |
Location
Birmingham, England, United Kingdom
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Ash Alam is listed as Global IT Service Operations Manager (MSP) | IT Service Delivery/Management/Operations | Innovative Leader | Worldwide Business Grower & Stabiliser | Change, Streamlining and Transforming IT with Proven Skills and AI | at Kapsch TrafficCom AG, a company with 1165 employees, based in Birmingham, England, United Kingdom. AeroLeads shows a matched LinkedIn profile for Ash Alam.

Ash Alam previously worked as Global IT Service Operations Manager (MSP) at Kapsch Trafficcom Ag and Head of Information Technology at Trouble3It.

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Kapsch TrafficCom AG

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About Ash Alam

I am a highly skilled IT professional with over a decade of experience in global management and technical support across public, private, and non-profit sectors. I am known for my strong technical background, excellent interpersonal skills, commitment to integrity and work ethic, which help me build trust and rapport with clients and colleagues worldwide.Throughout my career, I’ve led technology teams delivering innovative solutions and developed strategies to drive business success through people, process, and technology transformation. I communicate complex technical information clearly to non-technical audiences and solve intricate issues with practical judgment. My approach to leadership is rooted in treating colleagues as valued customers, ensuring their needs are met with a proactive and positive attitude.Education, clearances, and skills:• Microsoft Azure Fundamentals - AZ900 • Microsoft Azure Administration - AZ104 • Office 365 Administrator • SharePoint Administrator• ServiceNow Administrator• Atlassian/Jira ITSM Administrator• Autotask ITSM Administrator• Remedy ITSM Administrator• Freshworks ITSM Administrator• Remedy ITSM Administrator• ServiceNow IT Leadership Professional Certificate • Cybersecurity Operations Management• Dynamics CRM Administrator / Sales / Customer Service• Security Cleared (SC Clearance) (exp – 2026)• National Non-Police Personnel Vetting (NPPV) (exp 2027)• Professional Diploma in Leadership and Management• SDI 4* Accredited Manager• ITIL v4 Foundation / Service Management• Project Management Professional (PMP) 6th Edition• ISO9001 - Quality Management System• ISO/ICE 20000-1 - IT Service Management System• ISO 27001 - Information Security Management• Program Management for IT Professionals• Vodafone Storm Telephony Administrator• Power Automate Engineer• CompTIA A+• Fire Warden Trained• Certified St John's Ambulance First Aider

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Kapsch TrafficCom AG
Kapsch Trafficcom Ag
Global IT Service Operations Manager (MSP) | IT Service Delivery/Management/Operations | Innovative Leader | Worldwide Business Grower & Stabiliser | Change, Streamlining and Transforming IT with Proven Skills and AI |
vienna, austria
Employees
1165
AeroLeads page
11 roles

Ash Alam work experience

A career timeline built from the work history available for this profile.

Global It Service Operations Manager (Msp)

Current

Coventry, England, United Kingdom

Kapsch TrafficCom is a globally renowned provider of transportation solutions for sustainable mobility with successful projects in more than 50 countries. My worldwide team of 35-55 team members supports the company in various roles and functions of service and IT. Using automation to increase efficiency my duty is to provide momentum, stability, and.

Jul 2023 - Present

Head Of Information Technology

Current
Trouble3It

West Midlands, England, United Kingdom

As a Head of IT with expertise in the public, commercial, and non-profit sectors, I am brought into a firm that requires assistance with line management, IT and digital services, transformations, team building, and team management, including best practices. Managing the financial budget, determining future investments, and ensuring that costs are tracked.

Aug 2022 - Present

Ict Service Delivery Manager

Birmingham, England, United Kingdom

  • My responsibilities include managing the global service centre/operation (40-50 people), which is divided into a 3rd party who is managing the initial contact (1st line, 2nd line support). An internal IT (global) team.
  • Creation of SLA, KPIs and FTR which are achievable, measurable and realistic.
  • Developing and training a UK junior desktop support engineer to achieve his probation.
  • Upskilling myself to learn bespoke applications, ITSM tools and new ERP and CRM solutions.
  • Restructuring the multiple teams and defining roles and responsibilities including expansion.
  • Adoption of best practices to the ICT global team, divisional champions and global field engineers.
Jan 2023 - Jul 2023

It Service Delivery Manager (Msp 24/7)

Wolverhampton, England, United Kingdom

  • For a managed service provider with more than 93 clients and more than 10 reporting staff, I play the job of operations and service delivery manager. The position includes maintaining client connections as a single.
  • Increasing the SLA from 60% to 99% while maintaining consistency.
  • Developing, maintaining, and delivering a patch management plan for all customers.
  • Recruiting, onboarding, training, and advising service desk personnel on best practices.
  • Obtaining ISO9001 and ISO27001 certifications, as well as implementing an ITIL environment.
  • Hosting monthly team trips and developing an internal SharePoint site for Managed Services.
Jul 2021 - Jan 2023

Application Managed Services Team Lead (Msp 24/7)

Birmingham, United Kingdom

In my position, I have onboarded and managed a total of 12 workers. This equated to 8x onshore and 4x personnel offshore (in India) for a managed service provider. During my time working for the organisation, I trained 8 times as many new recruits, offering continuing coaching and mentoring on best practices while providing useful feedback in 1-on-1.

Feb 2019 - Jul 2021

App Support Analyst / Major/Incident Service Coordinator (Msp 24/7)

Birmingham, United Kingdom

As a 1st and 2nd line analyst, my responsibilities included supporting 16 clients/customers with their Dynamics and Azure environments, serving as a point of escalation, and assisting the team leader and management in any way possible to keep the service functioning. This is where I passed my Azure Fundamentals exam within 30 days of joining the firm. All.

Jul 2018 - Feb 2019

Service Desk Analyst (Msp 24/7)

Supporting companies such as Marston’s, Byron Hamburger, and Caffè Nero are also many more. I have been collaborating closely with Team Leaders and Service Desk Managers to teach the service desk about P1 and P2 incidents, escalations, 3rd party communication, processes, and complaint handling. From my previous Incident Management experience, I have been.

Mar 2018 - Jul 2018

Vodafone Sales Assistant/Samsung/Vodafone Sales Assistant

Solihull & Merryhill

To have face-to-face interaction with customers, work towards monthly targets, and be competent in building customer relationships that inspire confidence and loyalty. Objection handling and overturning a negative to a positive for customers and colleagues. Out of all the ISDEs make the 1st impression with a NEW client “Jessops” to train staff and sell.

Oct 2017 - Mar 2018

Electrician / Gas Engineer

Gaspoint Heating And Plumbing Ltd (Family Business)

West Midlands

Training and certification as a natural gas engineer, electrician (sparkie), plumber and carpenter. While learning all of these abilities, I assisted my father with his day-to-day business operations, including accounting and third-party management. I took a break from IT after my father's heart attack, and I took over the family business so he could rest.

Apr 2015 - Oct 2017

It Team Lead

Birmingham, United Kingdom

My role included collaborating with IT Project Managers to develop focused plans and solutions. Monitored team progress toward the prompt delivery of goals. Ensured deadlines were successfully met. Drafting reports and working with the management team. Engaged in focused planning and goal development. Motivating the team to achieve high standards all under.

Jan 2015 - Mar 2015

Teva Pharmaceutical - 1St Line Support > 2Nd Line Support

Scc

Birmingham, United Kingdom

  • 1st Line Support - October 2012 - April 20142nd Line Support - April 2014 - December 2014Initially, this was a one-month contract, but with hard work and determination, I was made permanent. My expertise and desire to.
  • Training as a Major Incident Manager MIM (outside of working hours)
  • Providing 1st/2nd line support to users
  • Administering the IT department's policies and procedures
  • O/S - Windows XP, Windows 7
  • Office - 2007, 2010, 2013
Oct 2012 - Dec 2014
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FAQ

Frequently asked questions about Ash Alam

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What company does Ash Alam work for?

Ash Alam works for Kapsch TrafficCom AG.

What is Ash Alam's role at Kapsch TrafficCom AG?

Ash Alam is listed as Global IT Service Operations Manager (MSP) | IT Service Delivery/Management/Operations | Innovative Leader | Worldwide Business Grower & Stabiliser | Change, Streamlining and Transforming IT with Proven Skills and AI | at Kapsch TrafficCom AG.

Where is Ash Alam based?

Ash Alam is based in Birmingham, England, United Kingdom while working with Kapsch TrafficCom AG.

What companies has Ash Alam worked for?

Ash Alam has worked for Kapsch Trafficcom Ag, Trouble3It, Islamic Relief Worldwide, Msv Consultancy, and Ntt Data Uk.

Who are Ash Alam's colleagues at Kapsch TrafficCom AG?

Ash Alam's colleagues at Kapsch TrafficCom AG include Rose Mathibela, Jiří Véle, Jutta Szinovatz, Beate Fabian, and Roman Labai.

How can I contact Ash Alam?

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