Naved Akhtar Ansari

Ooredoo B2B Service Assurance (working since June 1st 2015 till date): -

• Establish, monitor, and enforce SLAs to meet customer expectations. Ensure compliance with SLAs through regular monitoring and analysis of service performance for Frist Class service 99.95% and Business Class services 92.00 %
• Lead the resolution of service-related incidents and problems, coordinating with various teams, including network operations, customer support, and engineering. Conduct thorough root cause analysis to identify underlying issues and implement corrective actions to prevent future occurrences.
• Lead the resolution of service-related incidents and problems, coordinating with various teams, including network operations (NOC/SOC), customer support, and vendor TAC engineering. Conduct thorough root cause analysis to identify underlying issues and implement corrective actions to prevent future occurrences.
• Utilize network monitoring tools, performance measurement systems, and protocols to monitor and analyse critical network service performance continuously. Proactively identify and address potential performance bottlenecks or SPOF, capacity constraints, and service degradations to maintain optimal service quality.
• Manage changes to the network infrastructure and configurations while minimizing service disruptions. Implement effective change management processes, including change control, impact assessments, and rollback strategies with CAB, to ensure seamless service delivery and maintain network stability.
• Develop and maintain comprehensive service performance reports, including service availability, reliability, and key performance indicators (KPIs). Produce regular and ad-hoc reports for management, stakeholders, and customers to provide visibility into service performance, trends, and improvement opportunities. Provide report portal login to customer to get utilization and service performance report instantly
• Continuously identify opportunities to optimize network resources, improve service efficiency, and reduce operational costs. Implement network optimization strategies, such as traffic engineering, load balancing, and caching, to enhance overall network performance and customer satisfaction.
• Collaborate with internal teams, including network engineering, operations, customer support, and sales, to address service-related issues, align service assurance efforts with business objectives, and ensure a seamless end-to-end customer experience.
• Provide technical leadership, guidance, and mentorship to junior engineers and team members. Foster a culture of continuous learning, knowledge sharing, and professional development within the service assurance team.

Ooredoo B2B Service Delivery (Since October 28th 2013 to May 30th 2015): -

• Apply industry best practices, frameworks, and standards such as ITIL to establish and maintain service quality assurance processes. Conduct service audits, quality reviews, and compliance assessments to identify areas for improvement and enhance service delivery processes.
• Lead the provisioning and activation of network services, including internet connectivity, voice services, virtual private networks (VPNs), and other value-added services. Ensure timely and accurate service delivery, adhering to customer requirements and service level agreements (SLAs).
• Manage service delivery projects, collaborating with cross-functional teams such as network engineering, operations, and customer support. Develop project plans, define milestones, allocate resources, and monitor project progress to ensure successful service deployments and customer onboarding
• Perform comprehensive testing and validation of newly provisioned services to ensure they meet technical specifications and customer expectations. Conduct service acceptance tests, verify connectivity, and validate service performance to guarantee a seamless customer experience.
• Oversee the end-to-end service order management process, from customer request to service activation. Coordinate with internal teams and external vendors to gather necessary information, perform feasibility studies, obtain necessary approvals, and ensure smooth order fulfillment.
• Act as a technical point of contact for customers during the service delivery process. Understand customer requirements, address technical queries, and provide regular updates on service delivery progress. Build strong relationships with customers, ensuring their satisfaction and acting as an advocate for their needs within the organization.
• Utilize network monitoring tools and systems to proactively monitor service performance, availability, and quality. Identify and troubleshoot service-related issues, implement performance improvements, and optimize service delivery processes to meet or exceed SLAs.
• Develop and maintain accurate and up-to-date service documentation, including service activation procedures, network diagrams, and technical specifications. Generate regular and ad-hoc reports on service delivery metrics, performance, and customer satisfaction for internal and external stakeholders.
• Continuously evaluate service delivery processes, identifying opportunities for improvement, increased efficiency, and automation. Implement process enhancements, leverage technology solutions, and streamline workflows to enhance service delivery speed, accuracy, and customer experience.
• Collaborate with vendors and suppliers to ensure the availability of necessary equipment, software licenses, and resources for service delivery. Manage vendor relationships, negotiate contracts, and drive continuous improvement in supplier performance to meet service delivery objectives.
• To ensure the efficient, timely, and high-quality delivery of network services to customers. Through my technical expertise, project management skills, and customer-centric approach

• Monitor network performance and key performance indicators (KPIs) to proactively identify performance bottlenecks and areas for optimization. Implement performance tuning techniques, such as traffic engineering and Quality of Service (QoS), to optimize network performance.
• Deploy, configure, and manage network devices, including routers, switches, firewalls, load balancers, and servers within data centers. Maintain and upgrade firmware/software, manage IP address allocations, and ensure proper network documentation.
• Analyze network and data center performance metrics to identify bottlenecks, optimize resource allocation, and plan for capacity upgrades. Implement performance tuning techniques, such as traffic engineering, load balancing, and network segmentation
• Implement changes to the network and data center infrastructure in a controlled and coordinated manner. Follow change management processes, conduct impact assessments, and maintain configuration baselines to minimize disruptions and ensure compliance.
• Implement and maintain robust security measures to protect network and data center assets. Configure and manage firewalls, intrusion detection/prevention systems (IDS/IPS), access controls, and security protocols. Perform security audits and vulnerability assessments.
• Develop and maintain disaster recovery plans and procedures for the network and data center environments. Test and validate backup and recovery processes, perform periodic drills, and ensure the availability of critical services during disruptions.
• Respond to network and data center incidents, conduct root cause analysis, and implement corrective actions. Utilize troubleshooting methodologies, diagnostic tools, and packet captures to resolve complex issues and minimize service impact.
• Collaborate with vendors and suppliers for procurement, maintenance, and support of network and data center equipment and services. Manage vendor relationships, negotiate contracts, and ensure timely resolution of service-related issues.
• Create and maintain comprehensive documentation, including network diagrams, standard operating procedures (SOPs), and incident reports. Generate regular and ad-hoc reports on network performance, incidents, and compliance for stakeholders.
• Provide technical leadership and mentorship to junior engineers and NOC/Data Center teams. Foster collaboration and knowledge sharing, coordinate with cross-functional teams, and participate in strategic initiatives to drive operational excellence.
• Ensure adherence to SLAs by closely monitoring network service metrics, such as uptime, latency, and packet loss. Take necessary actions to meet SLA requirements and promptly communicate with customers about service performance and incident resolution.
• Provide guidance, support, and mentoring to junior network engineers and L1 support staff. Share knowledge, conduct training sessions, and foster a culture of continuous learning and development within the team.

• Monitor the ISP's network infrastructure using network monitoring tools and systems. Respond to alerts, identify network incidents, and perform incident management to minimize service disruptions and ensure timely resolution.
• Investigate and troubleshoot complex network issues, including network outages, performance degradations, and connectivity problems. Utilize network diagnostic tools, perform root cause analysis, and implement appropriate corrective actions to restore service.
• Act as an escalation point for unresolved network issues, coordinating with cross-functional teams such as L1 support, network engineering, and vendors to facilitate prompt resolution. Foster collaboration and knowledge sharing to enhance the efficiency of issue resolution.