Hi, I’m
Rehan Mirza
Melbourne,Australia
Summary
Service delivery professional with proven track record in managing complex projects and improving client satisfaction. Skilled in resource allocation, process optimization, and risk management. Focused on fostering team collaboration and aligning with organizational goals to drive success. Known for flexibility in adapting to changing needs and consistently delivering results.
Overview
19
years of professional experience
Work History
blueApache Australia, Pty Ltd.
Service Delivery Manager
09.2022 - Current
Job overview
- Company Overview: Managed Service Provider serving 300+ managed service customers/organizations
- Website: https://www.blueapache.com
- As a Service Delivery Manager, I oversee a portfolio of 40+ clients, cultivating trusted relationships at the executive level
- My role involves managing our managed services clients and coordinating with non-managed services customers
- I prioritize giving clients the dedicated attention and personalized service they need for strategic business growth
- It requires a balance of technical skills, communication, and leadership to navigate the complexities of requirements of different types of customers
- Managed Service Provider serving 300+ managed service customers/organizations
- Website: https://www.blueapache.com
- Received recognition from business and clients for invaluable service delivery
- CloudTango reviews from top clients for best service delivery management
- BlueApache rating increase from 4.6 to 4.8 out of 5
- Awarded performance-based salary increment in 2022
- MRR growth of by ~ 45% on key accounts
- Turned around churning accounts to revenue generating accounts e.g QVM, ACSA, Redflex
- Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
- Improved service quality, addressing client concerns promptly and professionally.
- Implemented and supported End User Device Management at client site.
- Met with business leaders to better understand IT issues that negatively impacted businesses.
- Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
- Collaborated with sales teams to develop strategies that maximized revenue generation through upselling or cross-selling opportunities.
- Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
- Coordinated and led internal and external site team meetings.
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Attended staff and client meetings and served as liaison to manage operations for account.
- Fostered strong relationships with clients to maintain long-term partnerships and drive business growth.
- Reviewed established business practices and improved processes to reduce expenses.
- Developed and maintained knowledgeable and productive team of employees.
- Prospected for leads to build pipeline and convert to sales opportunities.
blueAPACHE Australia, Pty Ltd.
System Operations Engineer & Escalation Team Lead
01.2020 - 09.2022
Job overview
- Company Overview: Managed Service Provider serving 300+ managed service customers/organizations
- Website: https://www.blueapache.com
- Worked as System Support Engineer L3 at blueAPACHE in Operation System Support Team
- My main role was End User services
- Supporting them in Microsoft products, Citrix solutions, Private and Public Cloud based, Third Party applications, Backup solutions
- Furthermore, I also worked as Escalation Team Lead
- Managing Ticket SLAs, problem and incident management and queue management were part of the role
- I also worked as a Cyber Security Analyst and delivered MS Secure Score reports to 12 accounts
- Managed Service Provider serving 300+ managed service customers/organizations
- Website: https://www.blueapache.com
- Recognized as a vital team player after achieving 100% objectives and targets for the year 2020 and 2021
- Awarded performance-based salary increment in 2021
- Positive feedback from customers consistently from the beginning
- Rating 4.8
- Awarded best customer recommendations in call quality survey and problem resolution
- Completed 3900 plus tickets closures since start, consistently leading the team
Nokia Saudi Arabia
OSS Manager
07.2016 - 07.2019
Job overview
- Company Overview: Telecommunications company providing equipment and services
- Website: https://www.nokia.com
- Worked as OSS (operation support systems) OSS Manager position in the Mobily project of Nokia in the Eastern Region of Saudi Arabia, managing a team of OSS Engineers and field technicians
- I was the main interface towards the customer as a CAL (Customer Assurance Lead) ensuring that services are delivered according to the contractual managed services for providing RCA (root cause analysis) with in-depth technical feedback for the complex problems and trouble tickets
- My Team used to do proactive maintenance and monitoring for detailed health checks on production servers daily and make sure that there are no application-level issues or hardware failures reported to maintain 99.99% (four 9s) availability SLA
- Telecommunications company providing equipment and services
- Website: https://www.nokia.com
- Managed OSS department under managed services in eastern region for 3 years without any single customer complaint
- Successfully conducting the swap modernization project of 2000 plus network entities from Alcatel-Lucent to Nokia
- Completed the migration of OSS and BSS from Alcatel-Lucent to Nokia’s virtualized and cloud-based network
- Successfully recovered production servers from critical outages on several occasions and saved the company from obvious penalties
- Awarded certificates of acknowledgment from the customers twice in the year 2017 and 2018
- Awarded performance-based increments of 15% for exceeding expectations in the year 2016 and 2018
Alcatel-Lucent Saudi Arabia
OSS Regional Lead
01.2011 - 06.2016
Job overview
- Company Overview: Telecommunications company providing equipment and services
- Website: https://www.alcatel-lucent.com
- During this time, I worked on different capacities from OSS (operations support systems) and NOC (network operations center) Team Lead to Regional Lead in Saudi Arabia
- Managed multiple teams of OSS managers and Engineers across various portfolios; Mobily, STC, Sabic, Zain and Aramco
- I had to garner all my technical and managerial capabilities to deliver as a CSM (Customer Success Manager)
- Telecommunications company providing equipment and services
- Website: https://www.alcatel-lucent.com
- Managed OSS Departments in different geo locations for 5 and a half years without a single escalation
- OSS Layer implementation interfacing all BSS network management systems covering multi-technology and supporting multi-vendor environment
- This reduced the OPEX of the company by 23% as recorded by the financial reports
- Exceeded expectations in annual reviews three years in a row from 2012 till 2014
Alcatel-Lucent Pakistan
OMC Senior Engineer, Technical Project Manager
01.2006 - 12.2010
Job overview
- Company Overview: Telecommunications company providing equipment and services
- Website: https://www.alcatel-lucent.com
- NOC and OMC Support team provided support to the customer for all incidents, and to internal rollout teams for new site integration, commissioning site configuration, migrations, preventive and corrective maintenance
- I was responsible for delivering the services and performance of my team as a TPM (Technical Project manager)
- Telecommunications company providing equipment and services
- Website: https://www.alcatel-lucent.com
- Established regional office at Lahore for managed services, operations and roll out of projects
- Awarded special recognition incentive as bonus for exceeding expectations in annual review
- Completed rollout of new sites before the project deadline
- Maintained contractual SLA of 99.95% systems availability during the project
E2ESP Pvt. Ltd.
Software Engineer
06.2005 - 12.2005
Job overview
- Company Overview: IT services company providing software development
- Website: https://www.e2esp.com
- E2ESP was in its infancy when I joined the company
- The role required to have practical approach towards Software Development Life Cycle
- I was working on C#.Net and Java Struts along with a team of designers and developers
- IT services company providing software development
- Website: https://www.e2esp.com
- Completed website development in 6 months providing full functionality to the client
- Developed a user interface for the purpose of employees and employers ease of use
- Worked in quality assurance department for testing the code for functionality and readability for billing
Education
Institute of Business Administration, University of the Punjab
MBA Executive
GIK Institute of Engineering Sciences and Technology
B.Engr. from Computer System Engineering
Holmesglen Institute
Cyber Security Cert IV
Skills
- Effective Communication skills
- Analytical technical skills
- Business Development
- Practical organizational skills
- Strong initiative taking
- Decision-making skills
- Team player
- Work ethics
- Executive relationship building
- Negotiations
- Presentation skills
- Technical report writing
- Technical documentation
- Resource management
- Multi-cultural awareness
- Data Analytics
- Incident Investigation
- Customer Satisfaction
- Case Documentation
- Client Relationship Management
- Mentoring and training
- Incident Management
- Project Planning
Affiliations
- ITIL, 5707735
- Engineers Australia, Assessed as Engineering Technologist, 5076653
- Saudi Council of Engineers, Member as Computer Engineer, 62603
- Pakistan Engineering Council, Member as Computer Engineer, COMP/3549
Attributes
- Effective Communication skills, in person and in group, giving confidence for favorable outcomes.
- Analytical technical skills for root cause analysis of complex issues.
- Business Development frame of mind for strategic engagement, devising roadmap for customer success and growth.
- Practical organizational skills, catering for technical and managerial roles while complementing each other.
- Strong initiative taking and decision-making skills under pressure situations.
- A reliable team player who believes in work ethics, creating an environment of trust and comfort.
- Admirable at executive relationship building and negotiations.
- Competent presentation skills for delivering knowledge to internal teams and information to clients.
- Proficient in technical report writing and technical documentation.
- Ability to think ahead, anticipate and plan needs of self and work team to manage available resources.
- Multi-cultural awareness and respect for all ethnicities and societies.
Careerpathdevelopment
- ITIL Foundation Certified
- PMP, 35, Preparing for PMP exam
- Lean Six Sigma foundation, Nokia CSOD
Continualcareerpathdevelopment
- Cyber Security Certification from Holmesglen Institute Australia
- Communication Fundamentals by Lorraine Wiseman (Life Progression Project). Udemy
- Professional Resilience by Maureen Falvey. Udemy
- Service Management with ITIL 4. Dion Training Solutions. Udemy
- AWS Fundamentals for beginners by Udemy
- Advanced application monitoring with AWS by Amazon
- AWSome Day Online Conference by Amazon
- AWS Master your cloud migration by Amazon
- Dell Boomi AtomSphere Integration Cloud Test Workshop for 1 day at Galaxy 42, Sydney.
- Microsoft the Big Data and Visualization Cloud with Azure Databrick Workshop for 1 day at Microsoft Pty. Limited, Sydney.
- VMWare Cloud Foundation, VMworld update 2019 Webinar
- Python for data science: Fundamentals Course from app.Dataquest.io
Availabilitystatus
after Notice period
Volunteer Experience
GIKI Alumni Regional Coordinator, Australia, 2019
Personal Information
- Location Preference: Melbourne
- Residency: Permanent Residency (Full working rights)
Timeline
Service Delivery Manager
blueApache Australia, Pty Ltd.
09.2022 - Current
System Operations Engineer & Escalation Team Lead
blueAPACHE Australia, Pty Ltd.
01.2020 - 09.2022
OSS Manager
Nokia Saudi Arabia
07.2016 - 07.2019
OSS Regional Lead
Alcatel-Lucent Saudi Arabia
01.2011 - 06.2016
OMC Senior Engineer, Technical Project Manager
Alcatel-Lucent Pakistan
01.2006 - 12.2010
Software Engineer
E2ESP Pvt. Ltd.
06.2005 - 12.2005
GIK Institute of Engineering Sciences and Technology
B.Engr. from Computer System Engineering
Holmesglen Institute
Cyber Security Cert IV
Institute of Business Administration, University of the Punjab
MBA Executive
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