Muddassir Hussain Email & Phone Number

Islāmābād, Pakistan

ITSM Continual Improvement Program for Bahri, Riyadh, Saudi ArabiaConducted a comprehensive maturity assessment in alignment with ISO 20000 standards and the ITIL framework.Leading the execution of 18 projects within the continual improvement program, covering Service Portfolio, Budgeting & Accounting, Asset and Configuration Management, and Demand Management.Performing and overseeing risk management per ISO 31000 guidelines.Ensuring ongoing compliance and maintenance of Bahri’s ISO 20000 certification.Integrated Risk Management for Bidaya, Riyadh, Saudi ArabiaConducted a GAP Assessment of risk management documentation and practices across 17 departments.Recommended and implemented targeted enhancements in line with ISO 31000 guidelines, SAMA and NCA.Planned and led organization-wide awareness and training sessions to strengthen a risk-based culture.Conducted thorough technical and financial risk assessments.ISO 27001 and 20000 GAP Analysis for Salam Takaful, Karachi, PakistanCompleted a comprehensive GAP assessment against ISO 27001 and ISO 20000 standards for Stage I Audit readiness.Developed 50 new policy, process, and procedure documents compliant with ISO 27001 and ISO 20000.Updated and aligned 18 existing documents to meet ISO 27001 and ISO 20000 standards.Successfully achieved the readiness for Stage I Audit for ISO 27001 and ISO 20000 certifications.

Islāmābād, Pakistan

IT & IS Governance:• Managing the IT and IS Governance Teams and activities• Design, implement, and maintain an effective IT Governance Function• Design, implement, and maintain an effective Information Security Management System (ISMS) • Creation, improving IT and IS Policies• Risk Assessment of all in-scope assets • Training and Awareness of different teams & end-users Compliance:• Ensuring compliance to PTA’s CTDISR framework• Ensuring compliance to ISO 27001 % 27017 standards• Ensuring compliance to PDI DSS standard• Ensuring compliance to Internal IT & IS PoliciesISO 27001 & 27017 Implementation and Maintenance:• Managing, designing and implementation of an Information Security Management System (ISMS) based on ISO 27001 standards.• Ensuring the successful completion of risk assessments, internal and 3rd party audit activities• Conducting regular assessments and audits to ensure adherence to ISO 27001 & 27017 controls.PCI DSS Implementation and Maintenance:• Oversee the organization's compliance with the Payment Card Industry Data Security Standard (PCI DSS).• Conducting regular assessments and audits to ensure adherence to PCI DSS controls.• Coordinate with relevant teams to address identified vulnerabilities and implement corrective actions.

Islāmābād, Pakistan

IT Service Design and Implementation:Design and implement IT service management processes based on ITIL (Information Technology Infrastructure Library) best practices.Collaborate with stakeholders to define service offerings, service level agreements (SLAs), and service catalogs.Incident and Problem Management:Oversee the incident and problem management processes, ensuring timely and effective resolution of IT incidents and problems.Lead the identification of root causes and implementation of preventive measures to minimize recurring incidents.Change Management:Manage the change management process to assess and implement changes to IT services, minimizing disruption and ensuring change compliance.Monitor service desk performance metrics and implement continuous improvement initiatives.Service Level Management:Establish, negotiate, and monitor service level agreements (SLAs) with stakeholders to ensure service quality meets expectations.Conduct regular service reviews with stakeholders to identify areas for improvement.IT Service Continuity and Availability:Develop and maintain IT service continuity and availability plans, ensuring business continuity in case of disruptions.Conduct regular testing and validation of IT service continuity plans.Service Reporting and Metrics:Prepare and present service management reports to management and stakeholders, providing insights into service performance and improvement opportunities.Vendor Management:Manage relationships with IT service providers and vendors, ensuring adherence to service agreements and quality standards.

Islamabad

• Running Service (ESS/BSS/OSS) operations as per the Target KPIs and SLAs with business and other stakeholders• Optimizing, managing, and improving the services operations by ensuring the highest level of quality• Measuring Customer Experience and Improving it according to BIA and Management Requirements• Managing IT Services in-context to Request Management, Incident Management and Change/Configuration Management• Identifying issues, analyzing information, and providing solutions to different business problems.• Ensuring the compliance of all regulatory requirements, organizational policies and supporting internal and external audit processes• Developed the BCM framework for Business Services and conducting DR Drills, BIA and Risk Assessments regularly• Ensuring continual services improvement with the help of QMS (ISO 9001)• Using critical thinking to break down problems, evaluate solutions and make decisions.• Designing and implementation of framework which enables team to actively listen to customers, handled concerns quickly and escalation of major issues• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.• Exceeded goals through effective task prioritization and great work ethic.

Islāmābād, Pakistan

• Deployed Business Services Management solution and ensured the monitoring of all critical business processes/transactions• Deployed IT Service Management solution, documenting and automation of all IT/Business services • Service Catalog Creation and management of all IT Services• Process mapping and automation of Incident, request, change, configuration, and service level management• Business continuity management of IT Services• Risk Management and continual service Improvement of IT Services.• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.HP Service Manager Administrator, HP Business Service Management Administrator, CMDB Design and Administration, IT Service Management Process Building and Mapping, Documenting Business Services and it Mapping, Blackberry Administrator, Blackberry Mobile Phones Carrier Testing and Commercial Launch,MDT (Patch Management, Software Deployments, OS Deployments etc.)

Islāmābād, Pakistan

Blackberry Administrator, Blackberry Mobile Phones Carrier Testing and Commercial Launch,MDT (Patch Management, Software Deployments, OS Deployments etc.) Nokia Push E-mail Services Administrator and Handheld Devices, Active Directory and Windows Admin, DNS and DHCP

Islāmābād, Pakistan

Nokia Push E-mail Services Administrator and Handheld Devices, Active Directory and Windows Admin, DNS and DHCP

Islamabad

Providing network support to corporate client.Technical Team Lead for ABL, PakTel and Insta Phone Projects.Worked on the Projects of Nokia Pakistan and NBP as a team member.

Islamabad

Providing support related to ISP services like DSL, DNS, Web Hosting, Dialup, ISDN lines to customers.

Master'S In Information Technology, Information Technology, A

Bachelor Of Science (Bsc), Mathematics And Statistics