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Service Delivery Manager

Lahore, Punjab, Pakistan
December 22, 2020

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House No: ***-A Block F* Johar Town, Lahore


Contact: +92-301-*******



Professional with 9 years of experience in ICT services and digital transformation across the ITIL lifecycle for enterprise, Retail, Hospitality and ISP sector. Committed to procuring and governing IT resources and support staff to deliver innovative solutions meeting budgetary and performance expectations.

As a certified ITIL & Prince2 professional, worked at creating & improving ICT strategy, Design and Operations framework. Rich Experience in Event, Incident, and Problem & Change management to ensure CSI and meet KPIs to provide excellent service delivery according to SLA/OLA. Skilled in developing training and coaching programs for engineering teams. Demonstrated history of ICT Service Delivery, Project Management & IT service management. Educational Background

University of Engineering & Technology (UET), Taxila, Pakistan BSc. Telecommunication Engineering 2007- July 2011 CGPA: 3.28/4

Pakistan Scouts Cadet College Batrasi Mansehra,Pakistan. Higher Secondary School Certificate 2005-2007 (940/ 1100) Grade: A1 85.45%

Pakistan Scouts Cadet College Batrasi Mansehra,Pakistan. Secondary School Certificate 2003-2005 (933/ 1050) Grade: A1 88.86%


Employee of the Quarter JULY-SEP-2014 at Nayatel Pvt Limited, Islamabad.

8 Best Customer Service Awards at Nayatel Pvt Limited, Islamabad.

Gold Medal From Federal Minister For Education Mohtarma Zubaida Jalal For Distinction in Secondary School Certificate Examination 2005

Attended 7


National Summer Camp For Talented Science Boy Students Held In Karachi(Pakistan) for Distinction In SSC Examination 17th-22nd July 2006

Gold Medal From Federal Minister For Education Lt. Gen. Retd Javed Ashraf Qazi For Distinction In Higher Secondary School Certificate Examination 2007 Professional Experience

June, 2016 - ongoing Assistant Manager –


CNS Engineering, Lahore

Working as Asst. Manager Technical for the ICT service Design and delivery for many projects including the largest, State of the Art, Mall and Hotel project in the region.

Planning, Design, Infrastructure Development and Delivery/Implementation of ICT Services from strategy to CSI, encompassing Applications, data center, Networking, Telephony, GPON, BMS & Security

Advising the functional business managers/users in striving for the implementation of best practices/processes and IT capabilities to support the function of the Service Desk and help eliminate areas which cause problems.

Regular Reviewing of service management functions (Operations/Technical/Application Management), SLA/OLA Management & Documentation

Event, Incident & Problem Management, Following ITIL Methodology to deal with Major/P1 & Minor Incidents, RCA for problems

Coordination with Principals vendors Cisco, Huawei, Imagicle & Altice Labs

Consultancy to Clients for their In-house ITSM systems

Vendor Management

Considering multiple options, analyzing alternatives and selecting the one that best supports the business needs and technical reality to ensure all Service/Operational Level Agreements are met

Performing monthly audit and quality check of IT service delivery and assist in preparing monthly summary report for management review.

Resolution and remediation of all IT incidents and requests

Operations and Maintenance of ICT/IBAS network infrastructure

Facilitates 3rd Parties Support for Project Works

Sharing of information with different stakeholders in a professional manner

Leading a Team of Engineers to run the 24/7 ICT operations of the Mall and Hotel

Management and development of IT support teams

Managing Change Requests via ITIL change management Methodology to improve Service Value to business

Defining & Documenting Escalation Matrix for different Projects as per SLA/OLA

Coordinate and manage relationship with key stakeholders, vendors and service providers

Projects across ITIL Lifecycle:

Emporium Mall & Hotel Lahore Project

Nishat Banquets Project

Nishat Hotel Project

Packages Mall, Lahore,

P&D Lahore

Nestle LAN Standardization

MCB Upgradation

07 May, 2015 to June, 2016 Senior Engineer –

Technology Infrastructure

Bol Media Network,


Worked as Senior Engineer-Technology Infrastructure to design IT services and develop ITSM, which included:

Establishment of complete network architecture including Data center, Ethernet cabling, Equipment Installation and configuration of Cisco Solution

Analyze all problem requests in system and identify potential problems and/or increasing trend of repetitive incidents.

Provide on-job training to new members in the support team.

Responsible for defining Escalation Matrix

Identify incidents that arises from change processes and/or increasing trend of repetitive incidents.

Create Knowledge with repeatable procedures with a goal of reducing the number of incidents and reduction the process time.

Managing a network & ITSM of around 500+ nodes for ICT Services

Supervising a team of engineers in IT, Network, and ICT Inventory

IT related support and operational tasks

Responsible for office automation

Following up with stake holders for rectification

Prepare monthly operational demand forecasts including outstanding risks and issues

Addressing the user needs after analyzing their queries and concerns 16 Sep, 2014 to 07 May,2015 Network Engineer NAYATEL, (Pvt) Ltd, Islamabad.

Worked as a Network Engineer for operation and maintenance of Complete ICT services & network, which included:

Playing a leading role in TAC

Create the key concepts, guiding principles and design of new solution/revised process, which can raise the operational capacity of the team.

Prepare monthly duty roster by ensuring optimal use of resources, with the high response level 24x7.

Responsible for defining Escalation Matrix and updating it frequently with changes

Provide on-job training to new members in the support team to meet SLA/OLA

Responsible for updating service catalogue & Knowledge Portal

Arrange staff training and perform briefings to TAC staff on changes or deployments that may affect volumes at TAC.

Monitor and manage the daily call loads to ensure that Service Level Agreements are achieved.

Technical specification for products to be deployed in the fixed network

Developing SOPs, guidelines and technical specifications for fixed broadband network

Network Planning/strategy experience for fixed broadband networks

Coordination with L1, L2 & L3 teams to resolve incidents

Documenting Incidents for Management & doing RCA

Managed separate teams for 24/7 operations and maintenance of the support system.

Preparing the user and Technical manuals for different products and improving the last editions

Providing technical assistance to SLA signed Corporate Customers and coordination with Upstream Providers to optimize traffic issues

Responsible for using CRM to assign and modify Trouble Tickets of customers and assigning them priority as per service level Agreements 21 June, 2012 to Aug, 2014 Operations Engineer

NAYATEL, (Pvt) Ltd,


Maximizing first line resolution of Service Desk enquiries and providing support and advice as required.

Providing Level-2 Support to Corporate customers /SLA/Embassies/Bank/ Telecom Operators

Providing technical support for FTTx (BPON/GPON) Network on Huawei, Alcatel, Calix

Logging and following Incident & Problem Tickets

Following Escalation Matrix

IP Routed, IP Pools configurations/troubleshooting.

Configurations/Troubleshooting on Live Cisco 7609

Provisioning Value Added Services like Video on Demand (VOD), & IPTV (HD-BOX).

Layer 2 and Layer 3 troubleshooting for FTTx network users.

Working knowledge of DNS, Web, Proxy, FTP and Email services 01 August, 2011 to June, 2012 Network Support Engineer NAYATEL, (Pvt) Ltd, Islamabad.

Providing Level-1 support to DSL users on network level and escalate Level 2 issues Through Trouble Tickets for proper follow up

Configure and Troubleshoot Broadband Routers and VPN / DNS / DHCP / NAT / Multi-NAT / IP Pools

Following Escalation Matrix for logged Incidents Technical Skills

Technical Skills: ICT,IT Service Management, Service Delivery, Vendor Management, Service Integration, Data centers, Change Management, Stakeholder Management, IT End-user support, Cross-functional coordination, Relationship management, Project Management, computing technologies covering the area Desktops/Laptops and mobile computing, ICT Technical support, Training & Coaching, MS Project, Fiber Technologies, CCTV, Wireless, IP Telephony


ITIL® Intermediate Certificate in IT Service Operation Certificate No# GR754066138MK

Certificate in Digital Transformation – IBMI

Prince2 Project Management Foundation Certificate No# GR656133571MK

ITIL® Foundation Certificate in IT Service Management Certificate No# GR750444239MK

Express Security for Account Managers 700-551

ISO 27001: 2013 ISMS - Udemy

Cisco Business Architecture Analyst 810-440

HUAWEI Technologies Latest GSM Equipment BTS3012 & BSC6000 Installation, configuration, operation & maintenance 20-24 Dec, 2010

Advanced Engineering Training on IP and Networks Nayatel (Pvt.) Ltd.

Effective Business Communications Nayatel (Pvt.) Ltd.

BPON and GPON (Alcatel,Huawei) Access Technology Nayatel (Pvt.) Ltd.

Cisco IP Telephony & Collaboration CNS Engineering

Cisco Express Security CNS Engineering

Volunteer and Social Service:

As a Scout cadet took part in Polio eradication campaigns in Mansehra

As a Scout cadet took part in rehabilitation activities in Earthquake hit areas in 2005

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