Md. Ariful Islam Bhuiyan Email and Phone Number

• Managing ITSM NOC team of 16 resources including the NOC operations. • Alignment of critical resources, operations, and services to manage incidents and major incidents. • Ensuring end to end view of the configuration management process driving tool management. • Identifying operational challenges, driving service improvement plans and problem management. • Create plan of actions identifying touch points and various stages of the customer service process. • Conduct Post Incident Analysis reviews and driving permanent resolution. • Review service contract, SOW and scope statement to check service quality, risk and compliance. • Managing incident and problem KPI’s and closing the monthly/quarterly/annual review with the customer. • Leading the client meeting for operational governance and IT management calls. • Implemented Kanban for change, incident and capacity management process and training provided. • Designing capacity planning and models for application and infrastructure environment

❖ Configuration& Maintenance core Datacom (Layer-2/3 LAN switches, LAN Connectivity), Transmission Network ❖ Routing and switching of large networks on multi-vendor platforms ❖ Monitoring all switches from 7 IOS from 4 different vendors (Huwawei Softx3000, Dialogic system, ZTE, Genband). Access to their core switches and monitor their network topology, Port allocations and others connectivity according to BTRC regulations. ❖ Disciplines within Network Operations, o Incident management o Assist with Problem management o Billing / Charging system management o Change and release management o Performance and capacity engineering o Database and storage management o Network and telephony engineering. o Data-center operations, project management and network security. ❖ Analyzes alarms and trouble indicators to identify problem areas and escalate to appropriate parties. ❖ Managing, coordinating and communicating all network maintenance / events

❖ Shift duties for Maintenance & Monitoring of IOF network infrastructures including core Datacom, Transmission Network at CIPs, ICPs & IOXs (LAN, MUX & Optical Connectivity) etc. ❖ Uses Solarwind NMS server for monitoring two Juniper9208 switches and connectivity with IOF NOC and in between all IOS and IGWs. ❖ Use Huwawei iManager U2000 web LCT for monitoring two CIP Muxs, Huwawei-OSN-8800 located in Colocity and BTCL ❖ Uses Cacti to monitor Bandwidth utilization and MRTG for all IOS, IGWs and their intermediate link with IOF node ❖ Preparing documents of SOPs, technical documentation reports.

❖ Dashboard monitoring, networking, hardware and maintenance. ❖ Provide support to all users for networking, internet facility and smooth working of desktop, laptop, printer etc. ❖ Maintain Email Server. ❖ Troubleshoot server and network issues, make sure all services are operational and error free all the time. ❖ Setting up user accounts, permissions and passwords and Monitoring network usage. ❖ Administer change/delete user accounts, passwords, and permissions of email, PC, laptop and email IDs