Muhammad Khalid Malik Email & Phone Number

Pakistan

Islāmābād, Pakistan

*Brief Overview as Head of Information Technology (Planning & Operations) & Product Development*- Development and Deployment of Digital Financial Services for PayMax- Product Requirements and Development of Products and Delivery- IT Operations & planning for complete ECCL (Paymax Domain) - Management of product and end to end delivery. Lead and managed Development, Design Testing, UAT and Sanity testing of the solution pre-launch and Post Launch.- Identification and segregation of requirements for different Products- People and team management for product development in Financial Services- To carry out product development of Financial services through external parties (including banks), vendors and internal teams - Manage cross-functional project teams for IT project planning and implementation - Thorough understanding and knowledge to manage different product platforms and technical understanding of banking and financial services domain- To perform the scoping of business ideas and products and finalize the business requirement along with functional product services flows. Reviewing Product Concepts and proposing best suited solution- To be aware of the Financial services/Electronic Money Institution/Branchless Banking regulations which govern the Telco services in this domain- Management of various nodes/enablers in the Telco and Banking environment for extending financial services to the market- Initiate the enhancement of business functionalities and change requests (if necessary) of Financial services platforms from commercial in coordination with the IT/Technical team - Support to negotiate and finalize agreements with service providers for enabling services with the consent of Business, Legal, Procurement & other relevant teams.- To ensure support & maintenance of the services/solutions in place through responsible parties involved.- Commercial projects/products prioritization, roadmap & timeline creation with relevant stakeholders.

Responsible for Customer relationship and Service Delivery of Customer Support by closely working with the Customer. Handling Operations responsibilities as well as Service delivery to ensure 100% satisfaction and output in Support Domain.• Took initiative to migrate 3PP applications in-house to an improved architecture. This led to an improved use-case performance to a double-digit milliseconds’ response time. • Reduced End to End working hours per CSR average of less than 9 hours.• Ensured compliance with the directives and company values.• Focused on Cost reduction by benefitting application migration to the inhouse team.• Negotiating LD penalties with customer and reducing penalty costs.• Reduction of downtime for planned activities.• Planning CR sprints & rollouts.• Managed forecast of CRs and resource utilization needs according to customer's CR Delivery Plans.• Tracking CR efforts estimation and its capitalization status for timely Net Sales and Billing.

Pakistan

I have worked in Ericsson Pakistan as Manager Operations – Managed Services Support & Delivery Team at Telenor Pakistan for Mobile Financial Solution. The core responsibilities of my Job are as under.-- Managing MS Teams including FO/BO & Support Resources in different domains i.e. Network, Application & Databases etc to ensure end to end Dleivery to MFS Project. -- Interaction with Customer for day to day daily MS Operations Tasks/Issues/Escalations etc.-- Heading Team on different domains like System Administration\troubleshooting and configurations of different NEs installed in Platform.-- Supervising Team of Routine Platform monitoring, health checks, issues, performance related tasks etc. linked with MS setup.-- All 3rd Party interactions required for troubleshooting’s issues/deployments/escalations etc.-- Daily reports generation and statistics extraction on platform for proper monitoring for Customer satisfaction/analysis and to highlight any areas that needs attention.-- Routine interaction with DU support Team on different issues/bugs fixes & developments mainly linked with platform upgrades.-- Coordination in testing & deployment of new CR & Services enhancements in Platform.-- KPIs preparation & monitoring of different Processes i.e. Incident Management, Event Management, Problem Management & Change Management etc. as per ITIL/MSTOP.

MS Team lead with following Roles and responsibilties in MFS Domain.- 2nd Level Operations Management of both software & Infrastructure – Redhat Linux, VMWare, EMC, F5 etc.- Operational KPI & SLA Management- Operational Process Management - Preventative Maintenance, Capacity & Performance, Business Continuity Management & Disaster Recovery of the system, Problem Management.- Managed Services Processes & Policies definition, agreement with stakeholders & implementation- Capacity & Performance Evaluation of overall Ericsson Wallet Platform – Application & Infrastructure (VMWare) o Application Nodes & serviceso Network (Big IP F5 etc)- Information Security Processes & Controls definition & implementation- Hardware/Software Upgrades and new release deployment & management

Islamabad

Manage Team & TAC-2 Support/Troubleshooting and configurations of all Value Added Services including Mobile Money Platforms. I have worked in Mobilink GSM (An Orascom Telecom Company) as Assiatant Manager NOC Core Support Team in IN\VAS \MFS Level-2 Team Department which includes products from different vendors e.g. Acision(LogicaCMG), Alcatel, NSN, Huawei, Utiba, Newnet, Roamware, Tekelec etc. The key responsibilities of my job are:-- System Administration\troubleshooting and configurations of all VAS/Packet Core Platforms.-- Administration advanced troubleshooting, configuration & implementation, execution WO of critical entities.-- Maintaining, Operation and take care of all related issues of Jazz Load (Valista), CRBT, MMSC, GPRS Core etc.-- Co-ordination with different departments for IR related issues & IR Testing with Different operators.-- Conduct KPI testing for all VAS Entities on daily basis from all region of Pakistan.-- Coordination with Support vendors e.g. Acision, Alcatel, Tekelec, Newnet, Roamware, Huawei, NSN, Interact & Utiba, Sandvine etc as per requirements.-- Coordination with Planning Team & Vendor for deployment of all new VAS Projects and expansions.-- Managing deployment, commissioning and acceptance testing of new platforms.Projects-- Acision SMSC 5.2 nationwide deployment/integration/acceptance testing.-- Acision MMSC 2.3 integration/installation & commissioning.-- Interact Audio Video Streaming Platform Installation from scratch/testing & Integration with ATP.-- Automatic Device Management platform commissioning/acceptance testing. -- NSN GPRS Core Platform swap from ALU Solution & Upgrade Project. -- Huawei EVC Swap from Utiba JL Platform with Upgrade & ATP includes Integration etc.-- Huawei CRBT Expansion Project.-- Acision AFC Cutover from PSA /Integration & Acceptance Testing-- Mobile Message Platform TMM Deployment & Upgrade with Acceptance Testing.-- Huawei MFS Swap Project

Islamabad

I have worked as Team Lead VAS Level-2 Support team, managing resource allocation, identifying training needs and improving team effectiveness.- Providing technical support for following VAS/PS Platforms.-- RIM Blackberry Services (BIS, BES, BES+)-- Alcatel-Lucent GPRS Core Network/NSN Swap PS Project-- WAP GW Nextenso Proxy Platform-- Huawei RBT (Personalized Ring back tone)-- Acision PSA (Predelivery Service Agent)-- Acision SMSC-- Acision OMG (Open Messaging Gateway)-- Acision MMSC-- Acision Business Tools-- Utiba U:Choose -- Utiba U:Market-- Interact Mobile TV-- Interact Content Management Server-- ByteMobile OSN (Optimization Service Node)-- Smarttrust OTADP (Over The Air Delivery Platform)-- Huawei CRBT (Customized Ring back tone)-- Critical Path Memova Mobile Push-email Solution-- Huawei Mega swap VAS/MFS Domain- Supervising Project execution, deliverables, schedules, acceptance, handover and training.- To escalate/remove roadblocks and provide follow-up solution- Providing after-hours support on a scheduled/non-scheduled basis- Well-organized with the ability to multi-task and work with zero supervision.- Prioritizing activities, time and decision making on day to day Operations and Maintenance tasks. - OPEX Budget Preparation on yearly basis and quarterly review- Creating Knowledge Base Articles / Technical documentation- Presentation & Communication skills, commitment to customer satisfaction, teamwork, work ethic and other organizational skills.

Islamabad

I have worked as VAS Engineer in Technology department handling IN/VAS & PS Core Equipment. Following are the brief details of my tasks & responsibilities.-- Operation and maintenance of Acision Value Added Services Platforms.-- Operation and maintenance of Huawei SMSC, Huawei Infox Gateway, Infox CGW, WISG, MDSP.-- Operation and maintenance of all VAS Platforms Opencode USSD, ADM, Antispam.-- Provisioning and data filling of MMS, mobile-internet services and SMPP applications for MMSC.-- PSA Configuration management including QT file, PC file, SSG PC and Proctab.-- ATP for all new services deployed on VAS platform-- Linux/Unix shell scripting and configuration of various automation scripts for daily routines.-- Coordination with vendors for trouble tickets and new project's implementation.-- GPRS network Advanced troubleshooting, administration of SS7, Gb, Gi, Gn and Gs links.-- IMSI migrations, New IMSI plans’ execution on SGSN.-- New APNs creation, Gi definition on GGSN.-- New Data Implementations and execution of International GPRS Roaming (IR) operations for inbound and outbound customers.-- Coordinated in Deployment of the Acision/LogicaCMG® MMSC Resilient-2.3 at MOBILINK.-- Administration, Advanced troubleshooting, new configuration and data implementation, WO execution, and critical activity execution of Acision/LogicaCMG® MMSC-Resilient® 2.3.-- International MMS (iMMS), local operator configuration management on MMSC.-- New MM7 definitions for VASP on MMSC.-- System administration, configuration, advanced troubleshooting, and Work Order execution on ------ VALISTA® Street-seller System (UTIBA ® UChoose application, known as JAZZ LOAD).-- New VAS projects implementations and Cutovers.-- Deployment/integration of IP Dispatcher (IPD) with the Valista Platform at MOBILINK.-- Preparation of Platform Network Diagrams, Standard Operation Procedures (SOP) & Troubleshooting Guides for major VAS Engineering Entities at MOBILINK.

I have worked as an IT Helpdesk TL in Mobilink as outsourced employee of Multilynx Systems and Networks. Multilynx was the first IT Company who launched IT helpdesk project all over the Pakistan for Mobilink. I spent 2 years in Mobilink Islamabad head office.My responsibilities included:-- Management of all Support operations of Mobilink north region through Helpdesk management software.-- Allocation of tasks to different individuals and ensuring their completion their completion-- Provide Technical support for Systems, Servers and Network equipment.-- Managing and ensuring compliance to SLA of Helpdesk software.-- Manage junior associates effectively; provide training and support when necessary to keep operations running smoothly.-- Oversee and implement all hardware and software troubleshooting for Mobilink primary locations to maintain constant network uptime and data access.-- Managing a team of more than 20 individuals spread over 7 locations.-- Management of IT Assets of Mobilink North region through Asset management software.-- New IT Assets Assignment and configuration of Operating Systems and applications on Clients/Servers.

I have worked for 2 years as a Technical Support Executive in Pakistan Online (POL) ISP (Internet Service Provider). Following is the brief description of my responsibilities at POL.-- Providing support to operation room section by making and maintaining the internet user accounts on Linux-based machines and Windows NT based machines and providing assistance in the server section under the supervision of Senior System Administrator. -- Supervision and management of the LAN (Local Area Network) based on WINDOWS NT/2000/XP and 98 environments. Providing tape backups of important office databases to ensure recovery of data after a hard disk failure.-- As a Technical support member my responsibilities included to provide the technical assistance to our clients, to provide system and backup support to our Corporate/dial-up users. -- Creation and management of all types of dial-up accounts and scratch cards accounts, for help-line, customers front desk, and the dealers’ network.

Mspm, Project Management

Mcs, Computer Science

Bcs, Computer Sciences