Omair Anwer Email & Phone Number

Punjab, Pakistan

Islāmābād, Pakistan

- Tech Support for network (Telco) issues clients may face (Calls, Voice, Data, Number Portability, Activation, VAS features, etc.,)- Ensure adherence to organisational (SLOs) by continuously improving communication, SOPs, resolution of problems to avoid incidents of similar nature- Facilitate platform on-boarding journey and identify technical bottlenecks/friction points for acquisitions/Gross additions- Gather feedback from customers/partner to loop back into product roadmap- Stakeholder communication for planned/unplanned outages to partner and third parties- Validation/implementation of SOPs for assets & inventory i.e., vouchers, eSims, sim stock, renewals of third party contracts (hosting, payment, logistic, acquisition channels etc.,)- Enable reporting for external/internal stakeholders especially reconciliation with Partner for Gross Adds, 30/60/90 active use base etc.,- Relationship building with Partner for efficient management and resolution of escalations turning negative experiences into positive ones- Ensure required Knowledge transfer and training are in place for internal parties i.e., Customer happiness, Operations, Finance & Billing OPS- Deep product & architecture knowledge for platform & localisation done for local third party vendors

Pakistan

- Define, build and manage the interactions of customer solution & success managers with all internal & external customers.- Play a key role in cultivating relationships with executive stakeholders, executing on expansion opportunities that drive meaningful revenue growth for the company.- Build and define the Customer success & Account management playbook, collaborating with sales, marketing, operations and product to drive success at every stage of the customer journey.- Supervise effective performance of all employees and ensure customer satisfaction, pre sales, post sales, and overall solution delivery- Monitor all customer escalations, issues, and assist to improve complex processes by recommending solutions.- Train and educate team on products, ways of working, mapping of functional & non-functional requirements to existing out of the box features and ensuring customer satisfaction.- Solution design, dimensioning, hardware sizing, Commercial proposals, need analysis and close collaboration with customers as business partners- Resource scheduling for team time off, holiday coverage, and weekend watch- Evaluate team member performance- Professional development and career pathing- Owning and resolving customer escalations

• Understanding of Customer specific solution both functional and non-functional aspects• SPOC for the customer for understanding or modification about implemented system• SPOC for internal teams for customer specific information • Help support teams for customer related issues (where Required) • Responsible for designing technical presentations and diagrams for pre-sales phase for the assigned customer • Prepare Technical documentation for Change requests and deliveries related to Customer • Help Delivery team in implementation and Training, during project delivery phase • Responsible for non-functional design of CR and project implementation • Responsible to make sure that delivered CR's are as per customer requirements and clarify Sales and Operations teams if required.• Training of Support teams and Customer representatives (where required)• Ensure customer satisfaction• Provide technical leadership to address complex technical issues • To participate in Customer and Sales processes• Dimensioning hardware and Software requirements• Creating a detailed business analysis, outlining problems, opportunities and solutions for all our customers.• Articulating the value proposition of our products to the customers. • Understanding the core problem and mapping it to the right product/solution ensure its resolution with improved productivity.• Identify key leakage areas and plug those gaps via existing or new products, features, or change in business processes.

- Managing Cloud Infrastructure of applications over AWS, SAAS solutions etc.- Ansible/Tortoise SVN for Packages and services deployment- Xtraback, database partitioning & optimisation for robust operation- Setup network, routing, network bonding to ensure reliability and accessibility- KVM, VMware's ESXi, deployment/management over HP/Sun Servers & AWS- Requirement gathering, business analysis, experienced in project management tools (Confluence, JIRA, Kanban etc.)- Integration of Ericsson(UCIP) and Huawei charging system and Service Delivery Platform- Signalling and Sigtran integration with HLR/HSS - Experience in creating remote tools in HTML, PHP, C++ for collection of stats & reporting- Log management & campaign management system created using ELK Stack (Elastic search & Logstash)- Continuous monitoring of the server by setting up monitoring tools (Nagios, ganglia, Smoke-ping. Prometheius, Grafana etc.)- ILOM management, license upgrade, remote console and remote management- Change management and tracking via Git to effectively log changes and minimise their impact- Carrying out stress testing for applications using SOAPUI & JMETER - Actively monitor and maintain MySQL/MariaDB database, AWS RDS, its replication, and regular backups

Wi-Tribe Pakistan, 8-M. M Alam Road, Blue Mall, Gulberg Ii, Lahore, Pakistan

My responsibilities in Wi-tribe include: - Daily monitoring of network health KPI’s for multiple networks (LHR & FSD) using iManagerM2000V200 & Wi-stats. KPI’s include link connectivity, connection sustainability, coverage, and capacity stats (NI and RF metrics).- Conducting Technical Site Surveys (TSS), Area Profiling and Clutter Verification.- Predicting/planning of coverage footprint and model tuning using Mentum Planet. - Load sharing analysis and optimization for congestion relief as per best market practice.- Coordination with vendor (Huawei, NSN, and Motorola) for selection of best possible solutions and benchmarking network KPI’s.- Scanning of various clusters to optimize the area and mitigate interference using multiple scanners. (Agilent W1314A & DRT Scanner)- Achievements in identifying external source of interference using a spectrum analyzer. (Willtek Spectrum Analyzer 9101, Rhode & Schwarz FSH18).- Daily worst sector analysis to improve work efficiency and to capture sleeping sectors with degraded KPI’s.- Link budget analysis with regards to newly acquired CPE’s to ensure the smooth functioning of the network despite the addition of these devices from multiple vendors.- QOS & Priority Traffic testing to quantify capacity metric such as throughput & latency.- Conducting RF audits to improve MCS and MIMO B utilization.- Forecasting of congested sectors for the planning of new sites/additional sectors.- Managing team effectively & efficiently for all routine tasks & deliverables

Wi-Tribe Pakistan, 8-M. M Alam Road, Blue Mall, Gulberg Ii, Lahore, Pakistan

Awarded as the Star champion of the quarter for year 2011 & the Star Champion of the year for 2012.My responsibilities in Wi-tribe include: - Daily monitoring of network health KPI’s for multiple networks (LHR & FSD) using iManagerM2000V200 & Wi-stats. KPI’s include link connectivity, connection sustainability, coverage, and capacity stats (NI and RF metrics).- Conducting Technical Site Surveys (TSS), Area Profiling and Clutter Verification.- Drive tests for new integrated sites to identify the loop holes and benchmark if the due requirements were met. - Predicting/planning of coverage footprint and model tuning using Mentum Planet. - Load sharing analysis and optimization for congestion relief as per best market practice.- Coordination with vendor (Huawei, NSN, and Motorola) for selection of best possible solutions and benchmarking network KPI’s.- Scanning of various clusters to optimize the area and mitigate interference using multiple scanners. (Agilent W1314A & DRT Scanner)- Achievements in identifying external source of interference using a spectrum analyzer. (Willtek Spectrum Analyzer 9101, Rhode & Schwarz FSH18).- Daily worst sector analysis to improve work efficiency and to capture sleeping sectors with degraded KPI’s.- Link budget analysis with regards to newly acquired CPE’s to ensure the smooth functioning of the network despite the addition of these devices from multiple vendors.- QOS & Priority Traffic testing to quantify capacity metric such as throughput & latency.- Conducting RF audits to improve MCS and MIMO B utilization.- Site visits to resolve customer issues and ensure proper relocation/alignment of LOS as well as NLOS equipment.- Forecasting of congested sectors for the planning of new sites/additional sectors.- Experience on how and where to quad port and dual port antennas with fair know how of the hardware deployed within the network.

-Responsible for complete software configuration change management- Work on Automation tools such Tortoise SVN to maintain server versioning- Monitor NOC alerts for network outages related to servers/DB and resolve them remotely- Server Administration (Linux/Solaris)- Monitoring/optimization of all KPI's related to the IVR (interactive Voice Response)- Monitor NOC alerts for network outages related to servers/DB and resolve them remotely

• Issue based Drive Tests with Motorola CPE-i 600, CPE-i 750 and USBw100 in camped and decamped modes to solve Customer problems such as decamping, Interference, LOS issues, etc.• Installation, Commissioning, Fault Finding High Level Hardware and software support and Maintenance of Motorola WiMAX equipment.(Wi-tribe & Mobilink Pakistan)• Daily monitoring of network health KPI through Maxzilla. KPI’s include link connectivity, connection sustainability, coverage, and capacity stats (NI and RF metrics).• Work on EMS to monitor site activities and trouble shoot remotely; Commissioning and Bootstrapping of DAP to EMS.• Traffic re-designing and QoS profile based capacity analysis for fixed WiMAX Network.

• Establish a complete structure/team for customer support for clients in UK, Poland etc.,• Acceptance test scripts on UNIX environment before software delivery.• Verification of table entries in MYSQL DATABASE through command line interface.• Responsible for software quality assurance, support.of the ticketing system to monitor all outages to coordinate and resolve SOS. • Experience in Central NOC to monitor all alarms and report/resolve site outages.

Master Of Business Administration - Mba, Marketing/Marketing Management, General, A+

Bsc, Telecommunication

Fsc, Pre-Engineering

Matric Sciences, Sciences