• Leading Service delivery as prime interface in Fixed Enterprise portfolio (NBN, Internet, Dedicated Optical Fibre, WAN and Voice) for around 70 Customer including, TATA, Networks Solutions, Anticlockwise and Blue Apache with a revenue of up to $5M/ year• Managing Onshore/ Off-shore, External (NBN, Telstra, Uecomm, TATA, Lendlease) and internal stakeholders to ensure build, integration, go live and operational handover is completed as per plan.• Managing escalations on behalf of customer during business hours and outside business hours.• Functioning as a primary point of contact for internal and external senior management, for managing relationship and leading program reviews.• Providing strong leadership including mentoring and coaching to key stakeholders within the matrix organization supporting the customer.• Ensuring the alignment between Customers and Optus in the provision of wholesale services. By ensuring that all Optus internal groups are delivering and meeting customer’s contract requirements.• Working with Customer's Operational and Delivery management to assess delivery performance and delivery to contract.

Main areas of responsibilities include, Supplier/ Vendor Management, Network Management, Customer delivery Management, Incident Management, problem Management, Conflict Management and Crisis Management This role assumes prime accountability for holding our suppliers to strict SLAs & KPIs, Monitoring & auditing ACNs internal processes, and addressing issues that affect the delivery of the assigned product to customers. Key tasks performed are,• Agreed & documented all key processes with suppliers (Telstra, Optus and Iseek) across all end-to- end customer journeys for FW, VoIP, ADSL and nbn ( FW/FTTP/FTTB/FTTN and HFC).• Worked with Telstra and Optus service management and developed key metrics and reporting to measure supplier performance against each SLA & KPI.• Developed outage and emergency escalation processes ensuring that suppliers resolve any outage as quickly as possible, and adverse customer impacts are minimized. • Created and developed outstanding technical support team to carryout provisioning and assurance procedure effectively. • Worked as Incident Manager during emergencies/ Network outages, involving all stake holders including suppliers (Telstra, Optus and Iseek) to minimize customer impact and ensure fast network restoration.• Chaired regular post incident review meetings as Problem Manager to define root cause analysis with specific action plans.• Chaired regular meetings with customer to present weekly/ monthly performance reports and discuss their technical issues.• Developed and implemented network optimization plan with the help of Iseek. The plan included traffic balancing among three POPs in Iseek data centers(QLD , VIC and NSW), reducing latency for ADSL and NBN traffic, shaping and throttling in the network and DDos mitigation strategies. • Worked closely with hardware suppliers (Netcomm, D-link and TP-Link) to identify, troubleshoot and implement correction for hardware issues reported during operations phase.

Being a prime interface towards Ericsson for Technical issues in the Zain Network, where major areas of responsibility included, Customer delivery Management, Service Delivery Management, Network operations Management, Incident Management, problem Management, Conflict Management and Crisis Management. • Managed Network Operations and ensured Network KPI and SLA fulfillment in order to achieve operational and commercial Milestones.• Arranged meeting with Customers and other stakeholders on regular basis to ensure strong customer relationship and avoid any gaps that can damage agreed KPI and SLA. • Managed all escalations for Technical requests, emergency cases and outages internally and towards customer.• Managed a team of 48 engineers + technicians providing 24/7 support for daily operational and preventive maintenance tasks.• Liaised closely with customer’s technical and higher management to ensure strong relationship and responsiveness to customer needs.• Achieved milestone of customer delight on several occasions which was well appreciated by customer.

I worked as a primary interface towards customer for all technical requests, queries and escalations, covering Customer delivery Management, Service delivery Management, Incident management and crisis management. Assisted the Care Program Manager and worked as deputy during his absence. Key Responsibilities included, Network Operation and Maintenance:Planed, managed and executed network Operation and Maintenance support to achieve Customer Satisfaction, Customer specific KPIs, amount and length of emergency cases, CRCT, delivery of Care projects on time and at budgeted cost.Project management at Care Phase:Planed managed executed and reported assigned projects (SW/HW upgrades and updates,HW expansions, change deliveries, retrofits, etc across several technology areas) Technical Escalation at Care phase:Managed technical escalations for technical requests, emergency cases and outages internally and towards customerCustomer’s network performance and evolution:• Contributed in creating needed service scope at Care Agreements• Assisted Care Program Manager in Care service delivery.• Worked as the prime technical interface towards customer, subcontractors and 3rd party suppliers as well as internally towards several organizations.• Worked closely with customer’s technical management to ensure strong relationship.Key Performance Indicators (KPIs): Customer Satisfaction, Customer specific KPIs, amount and length of emergency cases, CRCT, delivery of Care projects on time and at budgeted cost.Interfaces and Reporting:Customer, subcontractors, 3rd party suppliersCT, CBT and Care team, BU Product lines, Other Technical Managers.

• Prime interface towards Customer for Technical issues and escalation• Managed a team of Core engineers + Technicians in 05 different cities of the country.• Provided Technical support for advanced level troubleshooting in core network elements.• lead emergency teams, by establishing war rooms and communication bridge during Network outages and emergencies.• Enabled teams on technical grounds to carryout care activities more professionally.

Managed a team of Core engineers and technicians to execute 24/ 7 Emergency support as well as Care daily activities at Mobilink Pakistan project. • Performed SW and HW related upgrades and expansions. • Carried out HLR Migration in GSM Switches• Carried out Operation and Maintenance (TAC1 & TAC2) of Siemens EWSD/ GSM Switching system.• Commissioned MSC/VLR/HLR in GSM Network.• Performed Hardware and software related troubleshooting • Carried out Integration of MSC/VLR/HLR with IN, BSC and other network entities.• Implemented Routing, Zoning and Software Patch administration.• Implemented and monitored Traffic Measurement and Planning MSC.• Worked in various cities including all provincial capitals of Pakistan.

Carried out Operations and maintenance of GSM and PSTN Core switches that includes the following major Activities,• Operation and Maintenance (TAC1 & TAC2) of Siemens EWSD and GSM D900 Switching system.• Commissioning MSC/VLR/HLR D900.• Hardware trouble shooting (CP, SSNC, CCG,LTG, DSU, DLU, CCNC,MB and SN fault clearance)• Integration of MSC/VLR/HLR with IN, BSC and other network entities.• Operation & Maintenance Power CP113E and SSNC.• Software Trouble shooting.• Switching Subsystem (SSS).• Mobile Service Switching Centre (MSC).• Routing, Zoning and Software Patch administration.• Subscriber administration of D900.• Advice of charge (AOC) implementation for D900.• Handling of Emergency situations of EWSD and GSM D900.• Traffic Measurement and Planning MSC.• Iachasta implementation & measurement.• ODAGEN for EWSD/D900 Switch.• Addition of LTGs to support more E1 links and implemented the database for the addition of new hardware and traffic channels to different trunk groups.• Integration of new Cells/BSCs with MSc.• Worked with the team involved in software and Hardware Upgrade of various Siemens GSM switches from SR08 to SR09.• Operation and maintenance of Small Digital exchanges (SDE) of EWSD.• Firmware and hardware modification with Up gradation team • Worked in various cities including all provincial capitals of Pakistan.• Training of the customer for Routine operation and Maintenance functions.