Zaeem Anees

Background

About Zaeem Anees

Telecom professional currently working with JAZZ (PMCL) in Lahore, Pakistan. Working in this growing and evolving industry has been a great experience so far. With emerging networks and advent of new solutions in VoIP, IoT, EN-DC/5G, VoLTE/VoWifi in EPS, Cloud PBX, Distributed Computing etc; there is a lot to come in the world of ICT. Below are the areas of my expertise where I have matured over these years.Technical Skills:• Understanding of modern Teleco Networks and importance of Cloudification that can lead Telecos/CSPs to design and offer new business models for vertical industries.• Team management, enablement and growth: To ensure escalations are in time and in accordance to agreed SLAs for both Network KPIs and Service KQIs. And to maximize use of modern tools for effective monitoring.• Process development: Strategies to enhance team's capabilities for the evolution of SOC through policies and automation for smart and intelligent monitoring and incident handling.• Customer Complaints Handling: Developing related processes and preparing MOPs. Ensure effective handling of customers complaints and adoptability of team for new work-codes.• Intelligent Operations: Development of business logics and integrations with automation platforms for their realization.• Stakeholder Management: Effective engagements with internal and external stakeholders to meet business needs.• Designed & Enrichment of CX Platforms: Collaborate with CX teams to improve their visibility and handling.Technical Projects:• Six Sigma Green Belt Project : Reduced missed call events per day towards India IDD (0091) thus minimizing unnecessary utilization of network resources with these junk call hits• Real-time Experience Monitoring: Enabled Jazz Core NPM team for near-to-real time experience monitoring in NOC• Analytics: Prepared composite view of Network and Service KPIs/KQIs in one window including heat-maps and worst city analysis.• TOP OTTs Degradation Alert: Provided NOC with a mechanism that generates degradation alert against top OTTs Platforms based on the rise in count of complaints at Down-detector.• QIP: A project to minimize the fault rate to secure cost and to stabilize the installed base.• Innovations: Analytical dashboards for Core Network Performance and dynamic performance alerts for smart probing.• Avaya: Wallboard for Call-center team using raw-data streams over TCP from Avaya CMS to improve their CX governance.• Experience Center: Wallboard for Jazz Experience-center team to improve experience of walk-in customers