Kamran Ali Awan

Experience

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  Cuscom Enterprise

  Feb 2006 - Dec 2008

  Network Engineer

  •Network administration of Primary and Backup communication layers based upon Cisco Routers.•Responsible for Managing network operations to includes: o Troubleshooting Connectivity Issues. o Installing and Maintaining Cisco Routers and Switches. o Adding and Terminating user. o Assigning rights and access users. o Resetting passwords and establishing E-mail addresses. o Assessing and Reporting operational status. o Performing Backup and Restores.•Responsible for Troubleshooting Networks, Systems and applications to identify and rectify malfunctions and other operational difficulties.•Responsible for Installing and Maintaining LAN & WAN.•Responsible for Troubleshooting of Hardware and Software Connectivity.•Responsible for Installation and Maintaining of office automations. Show less

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  Hewlett-Packard

  Apr 2009 - Sept 2017

  •Work independently leading Priority 1 service restoration activities within Global Network Delivery.•Work a rotating shift schedule with the GNIPM team as the Primary and Secondary Incident Manager on-call.•Lead Technical Team(s) during high-severity, high-visibility incidents to restore service to the end-client.•Keep Leadership and Business Partners informed of activity and status of the incident.•Maintain a balance between the business and technical activities surrounding the incident.•Utilize problem management skills to drive process improvement, root cause analysis, and incident prevention.•Manage escalation notification and rapid communications to all senior executives and stakeholders across the company.•Participate in Incident Review meetings to represent incidents to various organizations and leadership levels•Evaluate and bring a background of industry best practices, such as ITIL and ITSM, for internal adoption.•Ensure that Service Delivery meet SLAs, raise open communications and ensuring the relationship is professional and properly regulated.•Manage the delivery of, and adherence to, IT Major Incident Management. This function runs globally 24x7 and thus this role requires availability outside nominal local business hours.•Utilize problem management skills to drive process improvement, root cause analysis, and incident prevention. Show less •Responsible for Technical Quality of delivery of the End to End Incident Management, Change Management and Problem Management.•Ensures that services are delivered according to the Service description (SLO – service level objectives), using Best Shore ITO Standards and ITSM/ITIL methodology•Escalation management – Best Shore ITO focal point for communicating, coordinating and managing escalations for given Account. •Drives resolution of difficult situations that have significant business impact.•Motivating, encouraging and inspiring the shift to meet and surpass the service provision and customer satisfaction goals as defined by the SLA and the aspirations outlined by the account executive. Ensure that the resources are adequately trained and competent to fulfill their roles.•Review documentation for new or changed procedures in critical areas. •Provide clear and unambiguous communication forums and channels across all shifts and staff to ensure all subject matter is relayed in a timely manner and when required that it is acted upon conscientiously and in the framework expected.•Shift/operational manager for one of the 4 shift teams of about 60 people from different levels and domains of expertise: level 1 and 2, UNIX, Windows, network (LAN, WAN, Firewall) database, in a critical production environment.•Team based in KL but supporting customer infrastructure worldwide (all communication in English).•Managing escalation and crisis during major/critical incidents until their complete resolution : assessment of the impact for the customer, assignation of resources, follow up with engineers, communicating detailed information regularly to customer and HP management, preparing the post incident report,•Ensuring the SLAs are met and the operations are running as expected,•Managing people during the shift & Work in shifts 24*7 coverage. Show less Responsibilities: (WAN) •Responsible and Provide level II support for Nokia Global Network.•Responsible for all levels of management and Staff (L1, L2 and L3) both within/outside the business and other Technology groups.•Responsible for Commissioning of new WAN sites, Cisco Routers, WAN Links, Configuration of Cisco Routers, and IOS up gradation, Deployment of sites and documentations.•Responsible for Troubleshooting the running Network. (i.e. IOS up gradation if required, Maintenance and Troubleshooting of Cisco Routers, WAN Links and Configuration issues) •Responsible for Troubleshooting Routing. (OSPF and BGP)•Responsible for Troubleshooting of VPN Network.•Responsible for Monitoring Cisco Routers 7600, 7200, 2800 and 2100.•Responsible for working and resolving on high priority ITSM Remedy Tickets.Responsibilities: (Firewall - Checkpoint)•Responsible for implementing network security for remote access.•Responsible for maintaining access policies for remote users.•Responsible for maintenance of multiple CheckPoint-1 firewalls on NT environment.•Responsible to maintained CheckPoint-1 security policies including NAT, VPN and Secure Remote access.•Responsible for monitoring and troubleshooting production and corporate network issues Show less

  • Global Network Incident and Problem Manager (GNIPM)

    Feb 2015 - Sept 2017

  • Crictical Incident Manager

    Oct 2013 - Jan 2015

  • ITO Service Delivery Consultant II (Network Engineer)

    Apr 2009 - Oct 2013
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  Wipro Limited

  Aug 2018 - Apr 2019

  Major Incident Manager S&P Global

  •Acknowledge Major and Crisis incident (P0s, P1s, and Manage P2s) Emails from Service Desk/Technical Support Teams and initiate bridge immediately within SLA agreed time period. •Making sure relevant technical teams are on the bridge and starts Trouble-shooting and if required, escalate to Technical leads as well.•Responsible for End to End communication, escalation and resolution of incidents, ensuring Business/Customer updates are timely and of sufficient quality.•Ensure that all modes of communication are effectively used throughout the incident life cycle. •Managed continuous improvement activities, drove actions on identified issues, and developed enhancements in coordination with tower leads.•After resolution of critical incidents, I also produced high level executive summaries with action plans, owners and dates which were driven to closure.•Making sure Incident ticket (SNOW Tool) has been opened and updated accordingly and assigned to right team. Also ensure Emergency Change Ticket has been assigned if incident is resolved by change.•Responsible to manage White Board updates with each and every timeline steps.•Making sure to follow up on incidents and reconvene call invite has been sent to relevant audience. •After incident make sure updates has been updated on P0s/P1s tracker on the SharePoint.•Prepare Daily Service Delivery slides for On-going and Resolved Incidents for daily review calls with Client.•Ensure to perform Incidents ticket auditing such as, whether ticket has been assign to correct resolver group with correct priority. All the mandatory information has been updated into notes and into incident stats i.e. Detection, Escalation and Mitigation Time, Caused by Change or Resolved by change. Also Reporting Classification was identified correctly according to affected users division.•Engage directly with senior leadership to provide updates on critical incidents and escalations. Show less

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  Bank of America

  Apr 2019 - now

  Assistant Vice President

  *Acknowledge High Priority Incidents (P1-High, P2-H/M and P3-Medium). *Work closely with Technical and Business Group.*Join multiple technical calls and make sure triage is in progress with proper direction.*Making sure, facilitate resources from Command Center Operations upon request from Line of Business.*Leading the incident, if multiple Lines of Business (LOB) are impacted.*Making sure, updates are being shared to High Leadership Team in timely manner.*Monitoring the Bridge Board and Global Incident Board, if any High Priority incident is ongoing.*Reaching out to user or Line of business, in case any High Priority Incident is raised.*Responsible to provide Change approval on Behalf of Global Market & Trading (LOB). Show less