·         Diagnose application and server performance issues, gain internal acceptance on workarounds, drive decision-making on root cause discussions and permanent solution.
·         Serve as emergency escalation point, taking ownership for resolution on critical production issues. Focus teams efforts on restoring productions during incidents, follow problem through to root cause resolution.
·         Direct building of meaningful alerts and reliable response processes for critical failures.
·         Testing application patches, new deliveries, upgrades, Preparing UATs and conducting them with customer
·         Project Management, Follow ups, Escalations, Meetings, Documentation, Monitoring and Reporting.
·         Conducting application health checks and performance tuning
·         System Migrations, Integration with Third party applications/solutions 
·         Automating manual tasks by developing GUI based solutions to free technical resources for more troublesome issues.
·         Carry out and coordinate routine environment maintenance tasks such as scheduled server restarts, application/service cleanup activities, alert monitoring.
Risk and Impact Analysis and drafting of detailed deployment plans for application fixes/patches

SA/BA and Operational Support Role (Contact Centre modernization at Telenor Pakistan) (Mar 2015–Nov 2015)
• Responsible for requirement gathering, scoping, preparing technical and functional documentation (SOC, FRS, SAD), and implementation of Top Eng IPCC delivery and transition phases
• Identifying technical solutions, confirming the solution with the customer, and agreeing project KPIs
• Preparing Applications Acceptance Test Procedure documents in liaison with customer
• Testing of Application, Conducting UATs for Agent Desktop, Campaign, Service Quality Management Modules of CSP
• Preparing Data Migration Strategy and implementation plan details from the legacy system to new system
• Preparing technical and functional documentation and Standard Operating Procedures (SOPs)
• Mentorship and training of the MS operations team on the Huawei IPCC Application, infrastructure and SOPs

Project - TABS7 (Telecom Advance Billing Solution 7) onsite Application Support Team:
• Trouble shooting of application issues raised by customer
• Coordinating with L2 and R&D for Service Requests
• Evaluating Technical Solutions for Application Fixes/Enhancements
• Conducting Internal Testing for application fixes/patches received against raised Service Requests
• Conducting UATs with customer for application fixes
• Risk and Impact Analysis and drafting of detailed deployment plans for application fixes/patches
• Requirement gathering for Application Enhancements/Change Requests, gap analysis and System Analysis
• Coordinating with R&D for E2E cycle of Change Requests/Application Enhancements
• Sharing knowledge with Co Team Members and helping them resolve issues
Project - Warid’s TABS7 Implementation team and responsible for:
• E2E Testing and Implementation of TABS Trouble Ticketing System and its integration with CRM
• Testing and Implementation of TABS Telebar Integration with TABS CRM and Billing and Cisco’s IPCC
• Helped in Data migration of TABS6

Worked in Etislat Nigeria Operations team for three times with an accumulated time of 18 months and responsible for operations of CRM, Credit Control, Roaming, Order Management, Provisioning and Contact Center Applications. Worked as Change Request Coordinator for Etisalat Operations team and responsible for:
• Requirements Gathering, Analysis and Evaluation
• Coordinating with Cross Functional Teams from concept to delivery of Solutions
• Keeping updated status of Change Requests status and closing the projects

Worked as primary implementer for Banglalink Contact Center upgrade for six months and responsible for:
• Implementation of Trouble Ticketing System and its integration with Customer Care
• Implementation of multi level and multi channel Escalation Management System
• Enhancements in Agent Desktop functionalities
• Users Training, Preparation of Go Live Plan and Post Launch Support

Worked on Airtel Bangladesh / Warid Pakistan Health checks with responsibilities:
• Identification of performance issues in Contact Center Applications
• Preparing Recommendations for the identified issues and submission of Report

Worked as Site Owner MTN Afghanistan with responsibilities:
• Operational Support and Maintenance, Performance Tuning and Data Purging Management.
• Coordinating with development for issues identified as bugs, testing and implementation of them.
• Providing technical training for operations to customer
• Keeping track of issues and providing updated status reports to Management.
• Managing E2E cycle of Change Requests deliveries

Worked on MTN Ghana Change Requests for CRM / Contact Center Applications
• Agent Desktop’s Integration with Prepaid Charging System to display prepaid information of subscribers
• Agent Desktop’s enhancement to display subscriber Interaction History
• Implementation of Customer Satisfaction Index Area on Agent’s Desktop to record Customer responses with each call

Warid Telecom’s TABS 6.10 Im

Job responsibilities included:
• Requirement gathering and business analysis
• System Design and Development, Testing and Implementation
• User Trainings, creation of defect reports and troubleshooting of issues
• Handling enhancements and application patches

Major Achievements:
• Travel Management Information System: - The System was developed on the request of Army Projects Division of AWT. The System was GUI based and consisted of different modules as Budgeting, Receivables and AWT chart of Accounts.
• Shoe Shops Automation System: - The system included different modules i.e. Sales, Purchases, Expense Management, Payment, Stock Taking and MIS that were centrally integrated with a chart of account.
• AWT Vehicles Management information System: - The System kept information about vehicles which were purchased by AWT for different purposes and their current status. The system also stored the records of their daily fuel consumption and maintenance.