• Manage shift operations of Global MIM team.
• Provide complete end-to-end training to new hires.
• Ensure timely resolution for all major issues and stakeholder communication.
• Identify and drive lingering
ecurring incidents to ensure resolution.
• Oversee incident workflow and resolutions to ensure efficiency, actively communicate with senior management regarding incidents and daily operations.
• Maintain\develop standard operating procedures for the department.

• Managed shift operations of Global (Pakistan, India & Philippines) NOC team.
• Provided complete end-to-end training to new hires of Global (Pakistan, India & Philippines) NOC team.
• Configured and maintained IT infrastructure (Server \ Network ISPs, devices) monitoring and alerting on Solarwinds.
• Administered incident workflow and resolutions to ensure efficiency, actively communicate with senior management regarding incidents and daily operations.
• ServiceNow SME for all technical teams, conduct trainings, documenting and uploading procedures on intranet (HUB).
• Maintained\developed ITSM’s intranet page and acted as SME for all MI Technology teams.

• Maintain data backup system.
• Complete miscellaneous server projects.
• Server Installation, Configuration and Troubleshooting
• Leading security patching.
• Administer/Manage Gmail & GApps.
• Solves system and content issues.
• Manage SAN and other storage
• Manage VMWare and Hyper-V.

• Ownership, Proficient & Effective handling of all events within the Infrastructure and for the alerts which are generated by business units.
• Monitor the network/systems, document network events and take corrective procedural action in response to all events/alarms.
• Incident Management.
• Oversee incident work flow and resolutions to ensure efficiency and actively communicates with management team regarding incidents and daily operations.
• Actively monitor critical SNL Infrastructure via Solarwinds tools. Ensure critical events in the infrastructure are quickly identified and proper escalation per procedures is followed and follow up.
• Coordination with vendors, open cases and follow ups.
• Responsible for various night operations duties.
• Provides support to the network administration staff as required.
• Complete duties of IT Data Specialist as required.
• Oversee other night shift employees in their duties and provides guidance and leadership in night shift operations.
• Participate actively in lead area meetings, work on tasks assigned and able to present proper progress by the end of the quarter.

• Responsible for various night operations duties.
• Ensure workflow cases have proper ownership and hand offs.
• Coordination with vendors, open cases and follow ups.
• Provides support to the network administration staff as required.
• Complete duties of IT Data Specialist as required.
• Oversee other night shift employees in their duties and provides guidance and leadership in night shift operations.
• Participate actively in lead area meetings, work on tasks assigned and able to present proper progress by the end of the quarter.