محمد زيشان أكرم

● Engineered and automated a data quality check process, slashing OPEX by an estimated $50, 000 annually through the elimination of manual verification.
● Spearheaded the automation of huge set of corporate and unit-level KPIs for a Single Source of Truth (SSOT) program, reducing report generation time by 40% and enhancing data accuracy.
● Developed and launched multiple interactive Power BI and MicroStrategy dashboards for high value executive projects, providing key business insights that improved executive decision-making.
● Digitized core business processes using BPMN methodology, improving workflow transparency and reducing process cycle times by an average of 25%

● Led the process improvement for a digital community platform using DMAIC, resulting in a 20% increase in member onboarding and a 15% uplift in user engagement within the first year.
● Conducted requirements elicitation and stakeholder workshops for a crowdsourcing platform, aligning business objectives with technical capabilities in an agile delivery framework.
● Authored 15 comprehensive business process documents and user guides, facilitating a smooth platform launch and user adoption.
● Designed and implemented a gamification and rewards program that increased daily active users by 30%.

● Designed and mapped end-to-end customer journeys based on the TM Forum CEx model, identifying and resolving 3 major pain points and improving the Net Promoter Score (NPS) by 5 points.
● Developed standardized design guidelines for customer journey creation, enabling other functional units to independently map their processes and align with corporate CX strategy

● Established and documented large set of Customer Experience Management (CEM) business processes and SOPs, creating a foundational quality framework for the Service Operations Center (SOC).
● Improved critical Level-2 processes using Root Cause Analysis (RCA), which increased department efficiency by 7% and ensured 99.8% SLA compliance.
● Implemented a staff competency and evaluation program that directly contributed to reducing operational expenditures (OPEX) through improved performance

•Provisioning of network elements, over a 24x7 basis which includes functions of change, fault and crisis management
•Plan and assign activities that will continuously contribute to improving network KPIs.
•Recommend changes to existing procedures and processes
•Escalating incidents and events that impact services.
•Organize planned work and assist related departments in implementing network wide changes.
•Analyze and study features, systems and services available in the telecom market and provide necessary recommendations
•Manage Resources for 24x7 network monitoring and field support
•Generating multiple reports for ZTE and STC management
•SLA Control and management
•Managing FO, CM and OSS staff for STC project

•Developing process and documentation for the Change and Control Management function of ZTE NOC
•Managing Preventive and Corrective actions in the network
•Controlling and managing all network related planned and emergency change requests
•Coordinating with different stakeholders from both vendor and operator for approval of the MDTs and TCNs
•Tracking performance of effected network after the activities through performance teams and taking actions accordingly
•Keeping an eye on the NOC internal performance through agreed SLAs and giving necessary advises where required for performance improvement, resource optimization and scope enhancement

•Monitor SLA exceeds on daily basis
•Making Proof of Delivery (POD) for NOC responsibilities
•Preparation of SLA Certificate, Data Validation, Penalty calculation & Exclusions
•Doing team audit and quality check on daily basis and advising on performance improvements where required
•RTTS Administration
•Root Cause Analysis of NSN network

• Leadership and Management of the Shift teams including shift scheduling/handover
• Trouble Ticket, FM and Dispatch team quality monitoring by analysing Network Unavailability(NUR) and Mean Time To Respond/Restore (MTTR)
• Ensure FM engineers are available during the shift for all technologies to be monitored.
• Coach and develop the specific Shift FM team
• Ensure escalation management and technical support
• Manage escalations as required and is active member during fault resolution
• Liaise with Customer Operations organisations on duty during the shift, regarding Network outages
• Liaise with subcontractors in charge of fault resolution
• Ensure end-end support, coordination and control of assigned Trouble Tickets
• Provide reports for service outages and recommends follow up actions
• Review TT reports against SLA/OLA and recommends follow up actions
•Provide major service outage investigations and follow up
• Ensure planned outages are carried out in maintenance window

•Act as shift incharge of approximately 13 members team performing 24x7 alarm supervision and comprising of multi vendor, multi technology areas including BSS, TXN, CORE, IN/VAS and rotate as per duty roster
•Make sure all issues are reported in a timely and proactive manner and escalated to relevant channels and CS interfaces as and when required
•Make sure 1st level trouble analysis being done by teams and take immediate
corrective action to resolve issues wherever possible
•Ensure that pending issues are forwarded to domain specific level-2 teams as per SLA
•Participate due role in fault reduction plans and improving operational efficiencies by getting maximum throughput
•Prepare shift summary report and facilitate a smooth handover at time of shift
transition
•Participate in outage review meetings internal to NOC
•Liaise with peer managers / team leads in other groups and ensure that information isforwarded to them in a seamless manner
•Prepare weekly / monthly progress review reports and identify key performers as well as weak areas in team
•Act as single POC with management for information forwarding when major problems occurring in the network
•Build a team of engineers capable of smart supervision and arrange rotation plans to ensure maximum employee participation
•Participate in preparation of SOP internal to NOC as well as external interfaces where team coordinates with field engineers and outsourced contractors
•Make and review SMART (Specific, Measurable, Achievable, Realistic, Timely) goals for the team

•Develop, refine, and document NOC policies, processes, procedures, and associated systems requirements and drive their implementation and use
• Manage identification and escalations for all operational events affecting Orange Telecom network based on a ticketing system
• Development, establishment, organization and designing floor plan of NOC as well as its execution
• Ensure the surveillance, organization and motivation of all the team members of the
NOC
• Review and take actions on all the change requests received
• Check the working environment and conditions of employment
• Performing weekly alarm analysis of network and taking appropriate actions
• Recognize training requirements for team members and give coaching where
applicable

•Designed initial processes, SOPs and other documents required for the launch of new NOC
•Involved in the customer meetings for acceptance and testing of NOC procedures and surveillance scenarios
•Defined Process Flows, KPIs and SLAs at different stages
•Developed a temporary ticketing system for NOC
•Prepared different network related reports for Nokia and Zain Management
•Maintenance, escalations and follow up of tickets opened to Managed Services
•Performing weekly alarm analysis of network and taking appropriate actions
•Identifying Problems in the network for permanent fix
•Worked on Nokia 2G and 3G environment
•Trained and managed team for NOC Zain
•Assisted NOC manager regarding NOC project and team development

•Centralized monitoring and remote troubleshooting of network alarms, errors and events allowing for the rapid isolation, diagnosis, and recovery of problems that can impact network services and thus keeping an eye on performance and operational conditions of the network elements
• Network Configuration and parameterization in correspondence with Optimization and Planning Teams to ensure an efficient and optimized network.
• Monitoring network KPIs of GSM and GPRS and taking necessary actions accordingly.
• Script and Macro designing to speed up daily routine jobs
• Developing, maintaining and supervising OML and OPL connectivity of whole Mobilink Network.
• Troubleshooting BSS level issues with the help of the peer departments
• NOC performance monitoring as well as designing SOPs for department with changing trends
• Coordinating with NWD Deployment teams for Network Rollout
• Managing DiTech VED equipment being used for QoS features
• Planning and executing Software Upgrade of the whole Network
• Updating Network templates in coordination with Cell Planning teams
• Coordination with vendor and Project Management team for Mobilink WiMAX project
• Involved in the development of centralized platform for Orascom Telecom through Gamma NetOne

Maintenance and Troubleshooting of Printing Machines of Cerrutti and Rotomec; Lamination Machines of Schiavi and Rotomec; Extrusion Machines of Brampton Engineering; Viscosity Controllers and PLCs.
Project: Automation of Mono-Extrusion machine using Mitsubishi Alpha-Controller/PLC.