Nafees Khan Email & Phone Number

Islāmābād, Pakistan

Leading IT Services Management for a variety of applications dealing Product Catalog Management, Customer profiles, Pre-Sales requests (Lead to Court), Sales orders, post sales services, inventory management, services provisioning, and billing operations for both Wireline and Wireless products and services offered by group.Implemented ITIL based service management.Shifted all service management levels i.e., Service Desk, L2 and L3 on automated tools and made the whole ITSM chain ITIL compliant.Eliminated the silos and brought all team members in limelight and made them team player.Developed SLAs and OLAs for different interacting IT and Non-IT domains.Maintaining schedules and Ensuring Annual DR Drills executions.Implemented Tool based SLAs/OLAs for inhouse and partners.Monitoring and Reviewing Monthly SLAs/OLAs Ensuring compliance.Management of yearly internal and external audits.Member CAB (Change Advisory Board), Change Advisory Board comprises of IT, Product & Services, Business Operations, Revenue and all other PTCL Group functions to evaluate the new RFCs raised by multiple PTCL departments.Evaluates all business requirements, get aligned the components to deliver the requirements.Reviews and approve Functional Solutions.

Islāmābād, Pakistan

Evaluating RFCs logged by Business, commercial and customer care teams, leading for implementation in the IT stack.Looking for continual service improvement in the CRM system to create value for users.Analysing all the changes including new packages, products, VAS, work order flows etc which are requested in CRM domain, giving valuable technical feedbacks. These changes logged from PTCL commercial/Digital Services, Customer Care, Business Operations, Access network and switching.New Values Added Services (VAS) and Packages Configurations- Configuring new VASs, Configuring New packages requested from the commercial.Designing Workflows for orders and Requests.Defining New SRs/Complaints and workflows.Conducting UATs for New Changes and Bug Fixes.Coordination with Partners, vendors and third parties.Solution reviews for new developments with an aim that how the changes assimilate into stack without creating disturbance for the existing features. The changes vary in scope starting from minor to major and even vast in some cases.Leading and executing IT projects.Strong follow-up on management action plans with technology stakeholders and to ensure closures of internal/external audit findings and Risks as per the timelines.Management of yearly IT internal and external auditors.Provide weekly/monthly and quarterly reports to the Director/Lead IT service manager.Assist IT director in various Ad-hoc based actions.

Islāmābād, Pakistan

Responsible for resolving Level-II and III bugs raised in IT operations domain.Looking for continual service improvement in the CRM system to create value for users.Conducting UATs for New Changes and Big Fixes.Data&IN (Corporate products) rollout in BnCC and support, products like ISDN-PRI, Toll Free 0800, UAN, 0900, FLAG, DPLC, IPLC, PIE, Co-Location.Manage FrMS and deal with Franchisee’s Retention and Commission, Responsible for this entire process as well as Issues and complaint handling of FrMS.Team Lead.In the absence of Team lead, leads BnCC- CCS O&M (Operations and maintenance)Manage and resolve Customer Care System’s issues and complaints which first level teams (BnCC Support, MMnBB support & Data IN support) are unable to handle.Provides the top-level support for the following products:System User Management, Broadband, IPTV, WLL (Pre-paid and Post-paid), PSTN and Data IN products.Resource Integration and Migration that includes Exchanges, switches, Number Ranges, Customers profiles etc.Providing Ad hoc data reports on approval of management. Deal with the vendor for top level issues and their settlements.Provide expert opinion regarding BnCC system to IT Demand Team and stakeholders for Change Requests and improvements.

Islāmābād, Pakistan

Worked on requirements gathering, analysis & design of various systems.Conducting testing and quality assurance for the systems by preparing use cases, performed stress and load testing through software tools.Worked on the preparation of technical documents & User guides.Conducted trainings for end users of newly developed systems.Supported manager for executing information security and governance related functions and ad-hoc based assignments.

Soft Skills Development

1.Strategic Thinking 2.Persuading Others 3.Project Management 4.Performance Appraisal 5.Meeting Management 6.Diversity 7.Developing.

Master Of Science - Ms, Computer Science, 3.4