Overall devops responsibility for ServiceNow CSM, ITSM, TSM, HRSD.

• Responsible for services and deliveries related to Office365, End User Computing & ServiceNow to all Telenor business units and group units.• Understanding the customer requirements and defining the scoping, prioritization & planning, cost estimations, assessment, implementation & testing and deployment.• Managing the budget cost for new services, product maturity and changes.• Allocation of resources and management based on the need. Formation of squads for project deliveries and operations.• Collaboration with all stakeholders including customers for issues rectification and deliveries.• Executive initiatives for production maturity and optimization via automation tools.• Defining and aligning the operations as per the company strategic goals and ambitions• Running the Service Delivery & Operational connect meetings with customers and ensuring services and deliveries are up to the mark. • Identifying and implementing the improvement initiatives to ensure operational excellence.• Motivating and developing team for delivering high-quality services.

• Collaborates with key stakeholders in executing the ServiceNow architecture responsibilities.• Developing clear architecture plans, driving towards the appropriate balance of cost, risk, and quality, and effectively and consistently communicating this to stakeholders.• Enforces architecture governance structures, methodologies (architecture and engineering), and compliance activities to maintain regulatory compliance and enterprise standards.• Analyze requirements, determine the optimal solution, and determine gaps from the current state, dependencies, and risks.• Identify system deficiencies and recommends solutions continual service improvements.• Cultivates and builds relationships across the business, IT, and vendors/analysts to gather intelligence and bring insight about the wider enterprise picture and enable the leveraging of emerging industry standards and approaches within an organization.• Leading and managing DevOps responsibilities and ensuring smooth services and business operations.• Manage team’s performance review and their day-to-day tasks• Approaches multiple teams and stakeholders within the organization to resolve any situation related to performance and delivery

•Coordinate development needs, manage development roadmap and plan within functional area.•Ensure solutions and deliverables are 'fit for purpose' and business.•Gathering business & functional requirements for services and areas and refine existing solutions to improve their effectiveness.•Leading design and development of internal functions, models and solutions. Also conducting scrutiny for vendor developed solutions.•Analyze technical document, solution architecture, integrations and propose best possible solution for functional area.•Facilitate AB and CAB, FUP Meetings (priorities and mandate owned by functional areas).•Work closely with the other SL Managers, DM’s, Delivery centers, Service Lines and Service Desk Leads for understanding the business functional and non-functional requirements.•Support Service management function on functional issues (Issue, Incident and Problem Management).•To ensure operational performance through the planning, target setting and performance management process.•Trained and developed team member capability to improve skills and performance.

•Responsible for change management of Core Service Infrastructure and ITSM tool i.e. eSD.•Getting estimations based on initial analysis and propose solutions for valid requests•Conduct requirement analysis and keep track of all the changes. •Facilitate Change Advisory Board (CAB) / Emergency Committee (EC) meetings•Coordinate SIT & UAT both with development teams and Customers.•Obtain estimate and propose solution for valid requests•Ensure all targets and KPI's are met to secure the set goals•Coordination with all stakeholders for entertaining their functional and business requirements.•Proactively seek to improve the change and release process and work with improvement activities across service lines.Responsible for managing end to end all Infrastructure and eService Desk changes for the Business Units in Telenor Group.

•Ensure the surveillance, organization and motivation of all the team members.•Ensure accuracy and detail with all NOC trouble tickets; assist with prioritization and delegation when necessary.•Coordinate with internal stakeholder (SLM, CARE, NPA, Deployment etc) for smooth execution of the SLA Implementation projects & Reporting.•SLA Assurance and Annex implementation in Service Manager•Create and maintain TL9000 process/procedure documentation and related NOC SOP’s•Recognize training requirements for people and give coaching where applicable.•Effectively communicate network event status and impact to Executive Staff•Coordinate with Technical and Commercial departments for investigation and resolution of network quality and service complaints.•Leading multiple automation initiatives within NOC to bring efficiency

•Worked as Network Operations Quality engineer on entities like NSS (NSN Packet Core soft switch R4 & legacy Ex-Siemens R99 Switch).•Responsible for performing QoS related Tasks on Nokia R4 packet and Siemens R99 circuit Core network elements (MSC, SGSN, STP, MSS, MGW etc) and furnishing reports on all signaling links, problematic E1 and NSVC’s degradations to the concerned NSS operation teams.•Responsible for analyzing and rectification of end user customer technical complaints with help of different tools (Switch Commander, Radio Commander, Net act, Siemens HLRi, Huawei NgHLR, Logica BT, Chrisxpress, Siebel CRM application, SGSN, Siemens STP)•Responsible for monitoring of Radio (Ex-Siemens Land) RF KPI’s correlating with BTS hardware problem and indicating network degradations to the concerned BSS O&M and RF teams.•Generate weekly and monthly reports for network complaints analysis & defining SOP for refining the processes.•Maintain TAT (turn around time) for network and services related complaints•Heedful implementation of NOC SOP’s by follow up and coordination with the BSS & NSS O&M Engineers nationwide.•Responsible for ensuring network quality, as per defined SLA by following up complaints raised by the Customer relations department via “HP OV Service Desk”, “HP Service manager” and escalate & follow-up to the concerned SLM O&M and RF regional teams. •Facilitate TL 9000 Quality assurance process development team.•Coordinate with Technical and Commercial departments for investigation and resolution of network quality and service complaints.

•Technical operations management of contact center infrastructure.•Complaint handling logged onto HP Service Desk solution•Administration and Maintenance of Avaya SES and AES.•CMS Reporting based on Sun Solaris.•Coordination with the Vendors (NCR, NICE, Avaya & Genesys)

•Build & developed Inbound/Outbound call center solutions with monitoring, reporting, CRM and autodialer etc. IP-PBX's again with all monitoring and reporting tools using Asterisk and other open source tools.•Deployed an inter-office communication system with VoIP switches i.e. asterisk.•Hosted Call Center and IP-PABX solutions for Telecom Service providers.•AGI (Asterisk Gateway Interface) development for Asterisk, to customize the solution.•Designed and supervised development of different IT & Telecom solutions for FLL (Fixed Local Loop) and WLL (Wireless Local Loop) operators. Solutions like SS7 Boxes to interconnect with TDM with SIP/H323 call servers including Class-5 subscriber features.•Developed and Deployed a Call Center Solution based on ICD intelligent call distribution. Supported by Call Monitoring, Call Recording and Call Queue management.•Support and installation of Asterisk, Linux based IP telephony software.•O&M Technical Operations Support to the Burraq Telecom Project i.e. Ring Pakistan.

•Responsible for operations and maintenance of IP-PABX System.•Defining new queues & IVR on IP-PABX servers.•Configuring the Agents with the PABX system.•Analyzing and solving level two problems regarding to DSL Broadband operations.•Providing level 1 & level 2 supports to the end user complaints.