Muhammad Shahnawaz

Experience

• 

  Transguard Group

  Apr 2011 - now

  As an Analyst – Incident Management, I specialize in monitoring and responding to incidents across a network of automated teller machines (ATMs). I am adept at conducting detailed investigations and root cause analyses to resolve complex technical issues promptly. Collaborating closely with ATM vendors and internal teams, I ensure effective incident coordination and communication. I excel in maintaining meticulous incident documentation and leveraging insights to drive continuous process improvements. With strong technical proficiency, problem-solving skills, and a commitment to operational excellence, I contribute to optimizing ATM service reliability and minimizing downtime.- Respond promptly to incidents affecting ATM services, conducting thorough root cause analysis to identify underlying issues and implement effective resolutions.- Maintain detailed incident records, including comprehensive incident reports, resolution steps, and post-incident reviews.- Implement preventive measures and enhancements based on incident trends and analysis to minimize future disruptions and optimize ATM network performance.- Continuously evaluate and improve incident management processes and procedures to enhance operational efficiency and service reliability.- Develop predictive models and forecasts based on historical ATM transaction data to anticipate future transaction trends and operational needs. - Provide actionable insights and recommendations to improve ATM network efficiency, customer experience, and operational performance based on data analysis.- Create visualizations and dashboards using tools Power BI, Excel and PPT to present data insights clearly and effectively to stakeholders and management.- Work closely with cross-functional teams including IT, operations, and business development to understand data requirements. Show less As an ATM Monitoring Analyst, I specialize in overseeing and optimizing the performance of automated teller machines (ATMs). With a keen eye for detail and a deep understanding of ATM networks and operations, I ensure seamless functionality and security of ATM systems. My expertise includes monitoring transaction flows, analyzing performance metrics, identifying potential issues, and implementing proactive solutions to maintain high availability and reliability. I am proficient in using monitoring tools and technologies to detect anomalies and improve operational efficiencies. With a commitment to continuous improvement and a strong focus on customer satisfaction, I contribute to enhancing the overall ATM user experience and maximizing operational uptime.- Monitored a network of over 1100 ATMs using advanced monitoring tools to ensure optimal performance and uptime.- Analyzed transaction data and performance metrics to identify trends, anomalies and implementing proactive measures.- Conducted root cause analysis for ATM failures, troubleshooting hardware, software, and network issues to minimize disruptions and enhance customer satisfaction.- Collaborated with ATM vendors and internal teams to implement software upgrades, ensuring compliance with security standards and regulatory requirements.- Developed and maintained documentation for ATM monitoring procedures, incident reports, and operational manuals, facilitating seamless knowledge transfer and training for new team members.- Implemented a new monitoring dashboard that provided real-time insights into ATM network health, resulting in quicker issue resolution and improved service reliability. Show less As an ATM Operations Dispatcher with extensive experience in monitoring and coordinating ATM networks, I excel at ensuring efficient and reliable operations. My role involves real-time tracking of ATM statuses, swiftly responding to incidents, and collaborating with technical teams and service providers to minimize downtime. With a strong focus on data analysis, process optimization, I implement and oversee processes that enhance ATM performance and improve customer experience.- Act as the first point of contact for ATM-related incidents, coordinating with technicians and service providers for prompt resolution.- Analyze ATM performance data to identify trends and opportunities for improvement.- Generate and distribute reports on ATM performance, incident resolution times, and operational efficiency.- Maintain clear communication with internal teams, external vendors, and service providers.- Ensure compliance with relevant regulations, security protocols, and company policies.- Maintain accurate records of incidents, resolutions, and maintenance activities. Show less

  • Assistant Operations Manager - Command Center

    Apr 2025 - now

  • Analyst - Incident Management

    Sept 2014 - now

  • ATM Monitoring Analyst

    Apr 2013 - Sept 2014

  • ATM Operations Dispatcher

    Apr 2011 - Apr 2013