Senior Manager Operational Support & Project Management
Telenor Microfinance Bank
Total years of experience :17 years, 4 Months
As Senior Manager Operational Support, IT GRC & Project management (Telenor Microfinance Bank) provided support & management of
almost all critical technology domains particularly digital financial services operations (EP APP, DFS Core, OPS, API gateway, Digital bill
payments, Dev Ops, ATM operations, SOC & product development), Enterprise project management & IT GRC as per best industry practices
and SBP regulations enshrined in ETGRM framework.
Key Responsibilities
Project Management: Software acceptance delivery and management of different Ant financial products. A+ modules mainly E-KYC, DaaS,
AML, Risk module, Campaign & promotion modules. TMS project implementation, iGrowth revival project, New integration and upgrades.
Infrastructure Management: Datacenter management & governance, on-prem cloud and IaaS management.
Financial management related to projects/Ops & IS: Formulated Opex budget & in certain cases Capex also ensured timely & accurate
accrual reporting to Finance, proactive identification of gaps & securing financial approvals for important ventures a important security
related new software and 3rd party evaluation VAPT.
Internal & External Audit Deliveries: Strategically positioned as the single point of contact for Audits representing Technology Operations
Department, either internal or external & ensuring deliverables are produced in a timely manner ensuring quality.
Compliance to ETGRM Framework: Updated, approved, and deployed all Technology Operational SOPs in light of the regulatory
framework as well as policies, also highlighted Gaps in IT Service Delivery with focus towards continuous improvement process.
Risk & Control Self-Assessment: Helping IT department in risk evaluation, cybersecurity awareness & RCSA exercise. Major areas of
evaluation & assessment are Network devices & configuration, network design, firewall settings, systems and database administration,
primary and disaster recovery sites, user management, access control and password policies.
IT Strategy & Road map development: Development of IT strategies aligned with the company objectives & quarterly review for further
alignment and improvement.
Operations Support & Governance: Management of different application like Magic Box, OPS, AKSA, UBP, IRIS, Compliance link, Customer
screening, Easy Paisa App, Easy Paisa Web site, Risk Engine & BI analytics tool. Lead the build of a new Web property for our existing
audience by coordinating with designers, developers, and our internal team. Oversee content creation process from helping to determine
what content to create, coordinating with freelancers/in-house developers, and staging the content for deployment on UAT and production
accordingly. Linux, Windows, Kubernetes, Github, Jira, Microsoft exchange & Oracle ERP administration & management.
Data Visualization & Governance: Work with Ops/BI team to create impactful and interactive visualizations based on a broad range of data
sets. Plan, analyze and design the technology solutions to meet TMB business needs. Develop business requirements to drive functional
needs for reporting and performance management applications. Implement processes, roles, policies, standards, and metrics that ensure the
effective and efficient use of information in enabling TMB to achieve its goals. Analytics include deep insight, App flyer, Big Query, Datago
(ETL) & ODS (Operational data source reports).
GRC Analysis: Recommend programmatic and technical directions and operate with a high degree of independence in matters relating to
the investigation, impact, and analysis of security incidents, decisions regarding risk, and measures for critical services and network security.
It includes customer touch points, middle ware, IS and risk related modules like RDS (Robotic detection System), device finger print, risk
engine, AML module, customer screening and transaction monitoring system (TMS).
Telenor Easypaisa project delivery & IT service management
Defined and managed project scope plan and activities, participated in regular meetings with the client, project teams and resources, also
resolved conflict between team members and departments like NOC MS and RAN/CORE.
Key Responsibilities & Contributions:
Resolved project issues during execution Review key project artifacts and documents to ensure the availability in file repository.
Performed project communication with the client and the management to report project progress.
Understand the scope of work, resource functionality points with the support of stakeholders, determine scope and evaluate risks
with the help of the relevant leads, define project parameters, i.e., time-lines, manpower requirements, risks, estimates, etc.
Strategically positioned to negotiate, establish, coordinate and oversee the projects deliverables Identify internal and external
interfaces Prepare the project management plan Monitor the project, staffing plans, budgets, and minutes of meetings.
Used the issue log process for resolution and management of critical issues coordinated with clients and user community
Communicate with client any feedback or discoveries that come from the team Synchronize efforts in QA of user documents.
KPI and SLA reporting and continual service improvement plans & executions
Worked as Service Engineer in Ericsson for Core Network Performance/RAN Network Performance of 2G & 3G (Layered & non-layered network)
Circuit Switched & Packet Switched Core network, Ericsson Blade cluster MSCs, Ericsson LTE network and IMS nodes of STC, and KSA.
Key Responsibilities & Contributions:
Performed routine analysis on CS & PS switches performance by analysing statistics, ensured and maintained health of Core network
performance by regular audits and sanity checks, using statistics from the core network.
Instigated performance issues with department, performed daily analysis on RAN 2G/3G KPI's by analysing statistics, investigated and
escalated RAN 2G/3G performance issues to concern department while spotting RAN KPIs degradation and TT creation.
Gained acute knowledge regarding STC network description & procedure: 2G BSS TP Customized Universe, Transport Network Audit
Performance BO Reports, 3G RNC TP Customized Universe, Daily Cell Crossed Threshold Report - STC MS.
Other hands-on tasks include Low Availability Cell Report - STC MS Daily Reports, 2G Alarm’s monitoring Using ESAT, 3G
Performance Alarms Monitoring Using ESAT, handled Tickets in RTTS - STC MS, also opened TTs on Node Level.
OSS, Solaris, ESAT, RTTS, Business Object (BO), Power BI administration and management
Ericsson (FSO), Pakistan Pvt Ltd, Lahore, Pakistan
Radio Access Network (RAN)1
st and 2nd level support
IN/VAS 2nd level support
OSS/Solaris administration
Shell scripting
Trouble ticket handling
KPIs/SLA report analysis for weekly governance meetings
Electronics, Telecommunication & Digital Logic Design