Overview
Work History
Education
Skills
Certification
Profile Overview
Personal Information
Timeline
Generic

Arif Rehman

Sydney,NSW

Overview

15
15
years of professional experience
1
1
Certification

Work History

Technical Services Lead

Huawei Technologies
Dubai, U.A.E
06.2021 - 02.2024
  • Worked as a technical consultant providing both L2 application support and L3 development support for clients across GCC and Middle East Region
  • Delivered service and feature configuration across IT stack, including CRM, OSM, Provision, Mediation System, Billing & Revenue Management, and Big Data Integration
  • Provided L2 support and ensured 24/7 support adherence to strict SLAs & KPIs, offering timely incident response, issue resolution, workarounds, and permanent fixes
  • Investigated, debugged, and resolved incidents and order failures, while managing vendor escalation for product bugs and issues
  • Developed solution and services as per the business requirements, assisted testing and provided post go-live support as well
  • Worked in close collaboration with product owners, analysts and architect to develop and configure the solution as per the proposed technical solution
  • Performed unit testing and proof to concept to validate the proposed solution
  • Performed incident analysis and root cause identification, ensuring lessons learned are documented and discussed with the team
  • Worked closely with internal stakeholders namely customer service team, L1 support, product owner, product development and access management teams to address their concern and provide timely support as requested
  • Optimized and automated task, where possible handed over such tasks to L1 team by transferring required knowledge and skills, producing SOP documents and troubleshooting guides
  • Spearheaded multiple initiative to optimize order flows, customer journey by analysing and presenting the usecase to product owners and L3 development support
  • Led change & release management practices, reviewing production changes, analysing impacts, mitigating risks, and documenting SOPs and troubleshooting guides
  • Arranged training for front-end and application users with new changes / release deployment
  • Performed proactive and routine maintenance activities, such as testing geographic disaster recovery before the festive traffic peak, scheduled maintenance tasks, review monitoring dashboard and system traffic reports
  • Applied ITIL practices such as Change Enablement, Incident Management, Problem Management, and Release Management for efficient Managed Services, ensuring SLAs and critical metrics were met.

L2 Application Support

Ericsson AB B.A.E
Dubai, U.A.E
06.2016 - 05.2021
  • Worked as L2 BSS Expert for client 'Emirates Integrated Telecom Company (EITC - Du)' in Dubai, providing L2 Application Support in Order Fulfillment, Online Charging, Billing, and Service Provisioning domain
  • Primarily responsible for providing support for multi-vendor IT applications including Oracle ACS, Ericsson CS 18, Ericsson ECE 18, Huawei OCS V5R7, Huawei Mediation, Provision & Comviva USSD Gateway for bug tracking, product support
  • Leveraged strong problem solving and analytical skills to analyse and investigate production issues and bugs through various means and methods, provided fixes and temporary workarounds
  • Raised product related bugs to product support and follow up till timely closure
  • Acted as a key point of contact for stakeholders and clients, providing technical expertise, resolving issues, and delivering exceptional customer support throughout the project lifecycle
  • Resolved complex system & customer complaints in close coordination with other teams namely, PCEF, PCRF, OCS, Billing & Provisioning
  • Performed development across charging, billing and service provisioning domain in agile environment.

Solutions Integrator

Huawei Technologies
Islamabad, Pakistan
02.2013 - 05.2016
  • Proficiently implemented IT, FinTech and telecom solutions, ensuring seamless integration and functionality alignment with organizational objectives
  • Served as a key liaison between stakeholders, vendors, and internal teams to facilitate smooth communication and resolution of technical challenges throughout the integration process
  • Maintained up-to-date knowledge of industry trends and best practices to continuously improve integration processes and deliver optimal solutions to clients.

Customer Service Engineer

Nokia Networks
Islamabad, Pakistan
03.2009 - 09.2011
  • Led operations & maintenance, integration & implementation for Telco BSS & VAS offerings, ensuring seamless system functionality and performance
  • Managed the tracking and resolution of product-related bugs, ensuring timely resolution and continued operability of software solutions.

Education

Bachelor of Science in Telecommunication Engineering -

National University of Computer & Emerging Science
12.2008

Skills

  • Application Support
  • ITIL Service Management
  • Cloud Native Architecture
  • Analytical thinking & Problem Solving
  • Managed Services
  • Service Assurance
  • Databases
  • Shell Scripting
  • Problem Solving Ability
  • Troubleshooting Methods
  • Technical Solutions Development
  • Ticket Support System Management
  • Managing Service Level Agreements
  • Issue Resolution/Troubleshooting
  • Application Solution Integration
  • Teamwork And Collaboration

Certification

  • AWS Certified Solutions Architect - Associate, https://www.credly.com/badges/3aba5bc3-79d5-47d2-9255ab6552d4ba47
  • ITIL 4 Foundation, https://www.credly.com/badges/d4a98b55-bd09-4a5b-a969-a27947125c26
  • Certified Associate in Project Management (CAPM), https://www.credly.com/badges/6dac93ea-6553-4d6b-99b8-210e62ff155c

Profile Overview

An experienced & certified ICT Professional with 14+ years of competitive experience in application support. Adept in application management, ITIL practices and engaging with various stakeholders throughout the Software Development Lifecycle (SDLC) ensuring business continuity and timely issue resolution. An effective communicator and technical consultant; with the ability to lead, follow, learn, and adapt.

Personal Information

Visa Status: Permanent Resident (189)

Timeline

Technical Services Lead

Huawei Technologies
06.2021 - 02.2024

L2 Application Support

Ericsson AB B.A.E
06.2016 - 05.2021

Solutions Integrator

Huawei Technologies
02.2013 - 05.2016

Customer Service Engineer

Nokia Networks
03.2009 - 09.2011

Bachelor of Science in Telecommunication Engineering -

National University of Computer & Emerging Science
  • AWS Certified Solutions Architect - Associate, https://www.credly.com/badges/3aba5bc3-79d5-47d2-9255ab6552d4ba47
  • ITIL 4 Foundation, https://www.credly.com/badges/d4a98b55-bd09-4a5b-a969-a27947125c26
  • Certified Associate in Project Management (CAPM), https://www.credly.com/badges/6dac93ea-6553-4d6b-99b8-210e62ff155c

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Arif Rehman