Muhammad Qahar Email and Phone Number

• Managed high-impact incidents across THG’s entire organization, coordinating cross-functional IT teams and stakeholders to ensure rapid issue resolution and business continuity, minimizing disruption across all business areas. • Directed change management processes to ensure seamless transitions and minimal operational disruption during system upgrades, reinforcing service continuity for end-users.• Drove proactive monitoring and rapid response capabilities using Grafana and Dynatrace, enabling faster issue detection and reinforcing overall system reliability and uptime.• Spearheaded Continuous Service Improvement (CSI) initiatives, implementing process enhancements to prevent recurring issues and elevate service quality, contributing to higher operational efficiency and better alignment with IT service standards.

• Guided support actions and streamlined request processing within ticketing systems, enhancing issue resolution clarity and efficiency, which improved response times and user satisfaction.• Served as a primary communication bridge between technical teams and non-technical users, facilitating clearer interactions and fostering mutual understanding, leading to improved operational alignment and higher user satisfaction• Contributed to the development of technical support best practices by sharing key insights, which strengthened team-wide effectiveness and consistency in troubleshooting and customer interactions.

• Managed high-priority P1 & P2 incidents for key clients (Cisco Systems, Apple, Department of Foreign Affairs Ireland), ensuring swift, high-quality resolutions that met or exceeded SLA targets, enhancing client satisfaction and operational reliability.• Developed and presented insightful performance analysis dashboards using Power BI, enabling data-driven decision-making by providing management with actionable insights on key metrics and service performance trends.• Directed service desk operations using ServiceNow, which streamlined incident tracking and resolution workflows, contributing to faster response times and improved service desk efficiency.• Led MPLS troubleshooting and unified communications provisioning to ensure seamless client connectivity and optimize communication channels, which supported uninterrupted client operations and increased network reliability.• Championed Continuous Service Improvement (CSI) initiatives that enhanced service quality and team efficiency by standardizing workflows and implementing feedback loops, resulting in more effective support processes and stronger client relationships.• Developed and implemented an e-learning framework, enhancing team knowledge retention and accelerating onboarding, which improved training consistency and readiness for new team members.• Assumed leadership roles in the manager’s absence, overseeing daily operations and representing the team in management meetings to ensure continuity in service quality and team performance during transition periods.

• Achieved high First Contact Resolution rates by effectively leading first-line support, which improved customer satisfaction and boosted operational efficiency by reducing escalations and resolving issues promptly at initial contact.• Actively contributed to customer service improvements by implementing feedback mechanisms and personalized solutions, leading to tailored support experiences that enhanced client satisfaction and engagement with the service team.• Managed incidents with BMC Remedy, ensuring rapid resolution and client satisfaction.

• Delivered expert broadband support, consistently achieving high customer satisfaction and issue resolution.• Identified and escalated complex cases efficiently, supporting team workflows and client expectations.