Timeline
Work History
Overview
Education
Skills
Summary
Work Preference
Accomplishments
Generic
Arslan Ali

Arslan Ali

London

Timeline

MSc Management -

Middlesex University
01.2023 - 01.2024

IT Infrastructure and Service Delivery Manager

NGTSOL
01.2022 - 12.2022

Lead - Global IT Operations

Ibex.
07.2015 - 01.2022

MSc IT - Information Technology

The University of Lahore
09.2012 - 11.2015

Assistant IT Administrator

Annzo Corporation
03.2011 - 11.2012

IT Support Analyst

The Resource Group Pakistan
12.2002 - 06.2015

Work History

IT Infrastructure and Service Delivery Manager

NGTSOL
01.2022 - 12.2022
  • Manage projects from project inception to successful completion; lead the orderly progression of projects from the proposal stage through project completion by interacting with administrators, IT staff, faculty, and key stakeholders
  • Coordinate with stakeholders and technologists to define agreed-upon project scope, outcomes, requirements, schedule, and resources; develop actionable project plans and project artifacts; identify, manage and escalate, as appropriate, project risks, issues, and roadblocks to timely delivery
  • Lead Change, acting as a change agent using skills and expertise to inspire a shared purpose of intent, and drive project awareness, communications, and training while ensuring effective transition into operations
  • Manage resources, scope, prioritization, work plans, and the investigation of future enhancements
  • Develop and implement project communications framework to ensure well-informed stakeholders, end-users, and technical staff
  • Facilitate and drive work sessions; leveraging a flexible toolkit of techniques, with the ability to adapt the approach to the needs of the project
  • Coordinate with key stakeholders within all of the IT Service Delivery paths (Service Desk, Incident Management and Change Management)
  • Organizing and leading meetings and facilitating group work sessions
  • Liaising with stakeholders and vendors to lead discovery of both technical and non-technical solutions to meet requirements
  • Overseeing development and testing of evaluations, product/process enhancements to improve service delivery
  • Provide guidance to IT PM community, as an active contributor to standards, processes, and toolsets that broaden and mature the project
  • Facilitate customer communications process definition and assist service managers in communications creation for planned and unplanned service interruptions and changes as part of incident and change management, as well as release and deployment.

Lead - Global IT Operations

Ibex.
07.2015 - 01.2022
  • Managing a team of 18-25 Analysts situated in different parts of the country
  • Change Management - Managing and coordinating enterprise-wide changes within the organization
  • Oversee, manage and ensure smooth operation of the department
  • Carefully assessing various issues/risks and systematically guiding the team to appropriate/quickest resolution
  • Ensure that all the team adheres to and are in compliance with corporate guidelines for all processes and procedures
  • Proactively identifying process improvement opportunities and taking the proper initiative to achieve these
  • Co-ordination and management of team workload
  • Managing documentation of department policies/procedures
  • Managing team statistics, scheduling, staffing, leave requests
  • Interviewing, hiring and training of potential staff and managing employee retention
  • Determine training needs of the team and overseeing a development plan for improvement
  • Engage in informal/formal knowledge transfer
  • Managing client stakeholders
  • Building/maintaining proactive relationships with various personnel within the organization
  • Broaden own technical, functional and industry skill base.

IT Support Analyst

The Resource Group Pakistan
12.2002 - 06.2015
  • Acting as 1st Line support for the users, carefully assessing the severity of the issues and escalating them to relative support departments according to set policies and procedures
  • Accurately maintaining the log and track of reported issues, and Client reporting
  • Working Directly under Incident Management Team, be in command to various enterprise-wide minor and major outages, working efficiently towards root cause analysis, management and client reporting relating to outages
  • Dealing with desktop support issues and application issues (Microsoft Office applications, client provided applications, in house developed applications); ensuring and applying essential updates & fixes
  • Networking issues (IP related issues, cabling issues, network card issues, router/hub/switch related issues, using network commands to troubleshoot: ping, nslookup, ipconfig, tracert)
  • Server issues (Terminal Server, TS Farm troubleshooting, Data Centre management)
  • Telephony issues (Avaya and asterisk troubleshooting for inbound campaigns, Dialer for outbound campaigns)
  • Managing/troubleshooting Users accounts, user-permissions, ceasing user accounts and rights on corporate resources and Group policies
  • Troubleshooting minor issues on Windows XP/7 and Mac OS
  • Dealing with minor Microsoft Outlook 2003/2007/2010/2011 issues
  • Providing support for Blackberry/iPhone users with email configuration settings on the exchange
  • Providing/troubleshooting VPN services for remote users using RSA Secure devices
  • Providing onsite and remote help using VNC/Team Viewer utility.

Assistant IT Administrator

Annzo Corporation
03.2011 - 11.2012
  • Managed company internal IT infrastructure and ensured the smooth running of IT operations and User administration
  • Updating and maintain databases such as mailing lists, contact lists and client information
  • Maintains equipment by completing preventive maintenance; troubleshooting failures; calling for repairs
  • Onsite and remote help using Team Viewer utility
  • Responsible for server performance & network communication
  • Creating a backup and recovery policy
  • Update workstations with new version of software/applications.

Overview

20
20
years of professional experience
4
4
years of post-secondary education

Education

MSc Management -

Middlesex University
London
01.2023 - 01.2024

MSc IT - Information Technology

The University of Lahore
Pakistan
09.2012 - 11.2015

Skills

  • Proficient in ITIL (Information Technology Infrastructure Library) framework and practices
  • Experience in implementing and managing IT service processes such as Incident Management, Problem Management, Change Management, and Service Level Management
  • Strong project management skills to oversee the delivery of IT services and projects
  • Experience in managing relationships with third-party vendors and service providers
  • Ability to adapt to changing technology landscapes and business requirements
  • Continuous improvement mindset with a focus on optimizing IT service delivery
  • Ability to identify, assess, and mitigate risks associated with IT service delivery Implementing strategies to proactively manage and minimize potential disruptions
  • Skilled in preparing reports, documentation, and presentations

Summary

Experience in Incident Management/Change Management/ServiceDesk with a demonstrated history of working in the outsourcing / offshoring industry. Skilled in Service Delivery, Technical Support, Service-Level Agreements (SLA), Customer Relationship Management (CRM).

Work Preference

Work Type

Full TimeContract WorkPart Time

Work Location

On-SiteRemoteHybrid

Important To Me

Career advancementWork-life balancePersonal development programsTeam Building / Company RetreatsStock Options / Equity / Profit Sharing

Accomplishments

2013 | The University of Lahore, Pakistan

Event Coordinator and Vice President- Media Group

2017 | Ibex. Annual Employees Day

Leadership Award

2021 | Ibex. Annual Employees Day

Team Collaboration Excellence

2022 | NGT Townhall

Excellent Client Engagement

2023 | Middlesex University, London

Student Voice Leader

Similar Profiles

CREATE PROFILE
Arslan Ali