Abdulelah Ghanem Alqasmol

( Release & Production Support )

• Managed and tracked incidents and service requests using JIRA, ensuring timely resolution in line with defined SLAs.
• Coordinated end-to-end ticket lifecycle, from initial analysis through fix implementation and production deployment.
• Acted as a key liaison between Production Support, Development, QA/Testing, and Change Management teams to ensure smooth issue resolution and release cycles.
• Performed root cause analysis (RCA) and ensured proper documentation of incidents, known errors, and resolutions.
• Communicated with stakeholders, providing regular status updates, impact analysis, and accurate ETAs.
• Supported release management activities, including validation of fixes, coordination with testing teams, and production readiness checks.
• Empowered end users with self-service access to handle recurring inquiries, minimizing incident creation and improving response times
• Participated in Change Advisory Board (CAB) meetings, contributing to change discussions, risk assessment, and release scheduling decisions.
• Assisted in change management processes, including planning, scheduling, and tracking production deployments.
• Monitored post-release activities to ensure stability and quick resolution of any production issues.

(Telecom Industry)

• Delivered Service Desk (L1 Support) by handling customer inquiries, incidents, and service requests using ticketing systems.
• Performed initial troubleshooting for CRM systems and user-related issues, ensuring proper escalation and SLA compliance.
• Branch Supervisor (Acting), generating sales reports, analyzing branch performance, and tracking KPIs across multiple locations.