Muhammad Ali Email & Phone Number

Head of NOC & IP NOCDigital Transformation Lead PM - Digital Modes

Islamabad

● Team Lead for NOC/IP NOC● Responsible for ensuring and developing centralized and standardized incident management practices● Responsible for reporting major Incidents and service unavailability summaries to HODs and CXOs on quarterly basis● Responsible for design, deployment, maintenance and troubleshooting of IP Core network nodes and services● Design and development of in house IP enterprise and NMS related solutions and automation of redundant tasks ● Official trainer for resource development and onboarding of TAC/NOC and IPNOC teams ● Development of TAC/NOC related knowledgebase, and upgradation of SOPs● Data analysis, stakeholder management and working on root cause analyses for recurring and frequently reported service-related issues● Customer experience manager for Nayatel’s APP, WA BOT and customer portal● Project lead for digital transformation and automation of multiple enterprise and customer experience tasks in an agile culture; data analytics and visualization, managing stakeholders, acting as a customer success and satisfaction representative and liaison between technology and business● Senior member of a committee which focuses on developing new products and services and re-engineering of existing products, risk assessment, pre-requisite testing and requirements and post launch reporting/verification and impact analysis● Responsible for policy making for customer centers and customer touch points, development of workflows for changes and new developments ● Periodic performance and impact analysis audits ● Direct reporting to CEO on customer experience related projects

Islamabad

● Responsible for 24/7/365 ISP Network Monitoring using SNMP, ICMP, Syslog and application-based alertso Managing SolarWinds Orion NPM, SAM and DBo Regular maintenance and vendor coordination for smooth NMS operationso Licensing and budget/resource forecastingo ISP infrastructure’s node addition/modificationo Design and configurations of various alerting mechanismso MRTG plotting for internal and external elements on NPM● Responsible for troubleshooting Network and Service Level issues and Incident Management as per ITIL/ISO standardso Incident Awareness, Categorization and Escalationso Stakeholder identification/management o RFO/RCA solicitationo KEDB maintenanceo Reporting to service owners and HODs● Responsible for managing SLAs for corporate customers and FTTX operations for telecom providers nationwide, calculating annual LDs as per agreed SLAs and ensuring minimum downtime by developing top tier support machines, which involve developing autonomous checks and internal processes ● Responsible for process assurance of Maintenance/ Emergency PON/Infra related activities ● Introduced, developed and lead IPNOC team as a Tier-3 IP network operations team; Responsible for: o Design, deployment, maintenance and troubleshooting IP Core nodeso Data center services integration with IP networko PPPoE service managemento Network connectivity with Interconnect Partners for VPN hand offs/last miles and BGP peers● Working on IP networking technologies, routers, switches and the application of routing protocols● Worked on Re-engineering of Core Network Design to meet increasing customer demands and to reduce network downtime and BW forecasting for CORE and Gateway layers● Preparation of LLD/HLD designs for IP Core Network and expansions ● Scheduling, verifying and approving critical maintenance and optimization activities and upgrades in core networks along with execution of post activity checks

Islamabad, Pakistan

● Team lead for TAC Level 2; Access/NGN/Core/Systems TAC teams● Designed and developed multiple automations for redundant tasks● Ensured and achieved targeted KPIs with continuous resource/process development, smart scheduling and division of tasks among teams● Developed performance and process audits to enhance efficiency and productivity of teams● Documented and updated SOPs for Tier 2 support practices ● Technical product manager and PAT for Routerboard MikroTik Router, Untangle OS as a service (Nwall) and Parental locking VAS feature for PPPoE users● Official technical trainer for resource development and onboarding of TAC teams

Islāmābād, Pakistan

• Tier 2 troubleshooting of complex customer cases related to internet services (PPPoE, IPoE), VPNs (L2, L3), Voice services (SIP, Megaco, Hostex, POTs/SIP POTs, CloudPBX), Video services (Analog, IPTV, VOD and VAS services), Systems services (Web, FTP, DNS, Email hosting) along with 50+ VAS services • Responsible for architecting LAN/WAN IP, Access and Systems based solutions • Upselling NAYAtel products and services as solutions• Working on Access PON NMS platforms like Huawei U2000 and NCE for GPON ONU and services (profiles, VLANs) provisioning along with troubleshooting related to access end attributes• Working on Cisco ASR 9K Series, Cisco 76XX, ME3600x, Juniper E120/MX480/MX960 for provisioning and troubleshooting of PPPoE, MPLS L2 and L3 VPNs and various internal/customer data links• Working on NG Firewalls (Untangle, PFSense) and providing security/internet restriction solutions to users • Working on CPanel (Helios, Plesk, Hostgator) and Axigen for providing Tier 2 support to web, email, DNS, FTP hosting clients • Working on Huawei Softx NMS client and Bicom for provisioning and Tier 2 troubleshooting of VoIP services such as POTs, SIP POTs, HOSTEX along with troubleshooting of PRI, SIP Trunk, Efax, CloudPBX and Phone App services• Planning and execution of customer shifting activities for PON network maintenance optimization network maintenance optimization

Pakistan

● Took advanced trainings as a network operations engineer in TAC Tier 2 team● PPPoE, IPoE, VAS on internet, IP pools, Internet related support and troubleshooting for LAN/WAN and L2/L3 MPLS VPNs● Access level configurations on Huawei and Alcatel GPON OLTs along with configurations of Service/BW/Line and VAS profiles for triple play services over access layer; Worked on Access PON NMS platforms; BPON SunWam and Winscp clients, Alcatel AMS, Huawei U2000 and NCE NMS● FTTH BPON/GPON architecture, BPON/GPON CPE installation and configurations for data, voice and video services● BPON/GPON ONUs (Alcatel/Huawei) configurations for running data, voice and video services● Dual WAN/NAT/MultiNAT enterprise solutions over multiple CPEs ● Basics understanding and troubleshooting of SIP based Voice services in Next Gen Networks, like HOSTEX, SIP TRUNK, SIP POTS● Basics understanding and troubleshooting of analog video services (Analog, IPTV, VOD) ● Basics understanding and troubleshooting of DNS, Web, FTP and Email services● Understanding of network security, protocols and preventive measures

Pakistan

Provided Support for NAYAtel's FTTH triple play services. Took Trainings for understanding of services, their flows and infrastructure of the company as a whole. Responsibilities included comprehending, probing and diagnosing customers' reported technical problems in data, voice or video services while ensuring KPIs. Level 1 troubleshooting using on Cisco PE routers, Juniper BNGs, Huawei GPON OLT NMS clients, Huawei Softx NMS and various CPEs which included routers, switches, firewalls and WLAN APs

Serena Business Complex, Islamabad

Project Lead for EPiC2 – Enhances productivity in cloud]. ● Responsible for developing user awareness sessions, resource management and planning as per project timeline● Liaison between local and global IT teams ● Team Lead for PK LRG ● Reporting to PTC IT SLM

Bachelor Of Engineering (Be), Electrical And Electronics Engineering, 3.37 / 4.00 Cgpa

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