Muhammad Niazmin
Riyadh
Summary
Experienced ICT, Digital Transformation, AI/AIOps, and Data Analytics professional with strong expertise in telecom operations, service assurance, customer experience, performance management, and business transformation. Skilled in AI-driven automation, ETL, BI analytics, CEM, and cross-domain service management, with broad technical knowledge across Mobile, Core, Transmission, PSTN, and Microwave networks. Proven ability to turn data and operational insights into measurable service, efficiency, and customer experience improvements.
Overview
29
29
years of professional experience
Work History
IT Operation Professional
Saudi Telecomm Company (STC)
Riyadh
05.2024 - Current
- Appointed as an AI Change Agent, driving AI adoption, promoting AI awareness, identifying high-value AI use cases, and supporting Digital Transformation initiatives across the organization.
- Successfully delivered Nokia RAN AIOps automation and currently driving single-domain and cross-domain incident automation, focusing on intelligent correlation, operational automation, and improved service assurance.
- Leading key Digital Transformation and Service Assurance initiatives, including ONECALL Incident Management, Change Management System (CMS), IT Incident Management, IT Change Management, and IRM, with a focus on automation, integration, process optimization, and AI-enabled operations.
- Serving as a Business Analyst for SEA Digital Transformation requirements, leading requirement gathering, gap analysis, business and technical requirement definition, stakeholder alignment, and coordination with vendors and technology teams.
- Managing SEA requirements within the IRM initiative, including solution assessment, vendor evaluation, integration requirements, operational process alignment, and ensuring business requirements are addressed in the proposed solutions.
- Working across Network, IT, OSS/BSS, Service Assurance, and operational domains to identify transformation opportunities and translate business requirements into practical automation and AI-driven solutions.
IT Operation Professional
Saudi Telecomm Company (STC)
Riyadh
12.2018 - 04.2024
- Led performance management and KPI analysis across network, service, and customer-experience domains, supporting operational monitoring and improvement initiatives.
- Integrated and analyzed data from Hadoop, Teradata, Oracle, and operational systems to support analytics, reporting, and DOCC video wall dashboards.
- Designed and managed ETL workflows for data extraction, cleansing, validation, transformation, and consolidation to ensure reliable data for reporting and operational monitoring.
- Conducted Customer Experience Management (CEM) analysis by correlating customer, service, and network data to identify service degradation and improvement opportunities.
- Analyzed customer journeys, IVR flows, helpline calls, complaints, and repeat-call patterns, translating findings into actionable service improvement recommendations.
- Performed analysis across Fault, Incident, Change, and Problem Management to identify recurring issues and automation opportunities.
- Delivered multi-domain performance analysis across RAN, Core, TXMN, IGW, and IP/MPLS, identifying trends, anomalies, and service-impacting issues.
- Delivered BI dashboards, KPI reporting, and management insights using MicroStrategy, Tableau, and Power BI, including operational dashboards for DOCC video wall monitoring.
- Converted operational and customer data into actionable insights to support service assurance, customer experience, operational efficiency, and Digital Transformation.
IT Operation Professional
Saudi Telecomm Company (STC)
Riyadh
08.2016 - 12.2018
- Successfully delivered Call Reason and Customer Complaint Analysis dashboards, along with geolocation-based tracing for mobile customer complaints, improving complaint location accuracy, issue localization, and service-impact analysis.
- Analyzed and tracked Call Center and Command Center KPIs, including First Call Resolution (FCR), Repeat Call Rate, response time, service level, call handling performance, complaint volumes, and resolution trends, and translated analytical findings into actionable improvement recommendations.
- Identified recurring customer and technical issues through data analytics and proposed process, system, and service improvement initiatives to enhance resolution efficiency and customer experience.
- Engaged with the IT Platform and relevant technical teams to validate findings, prioritize improvement opportunities, and drive corrective actions based on analytical insights.
SOC Operation Manager
Huawei Tech Investment (STC CEM) K.S.A.
04.2013 - 08.2016
- Managed day-to-day Mobile CEM and Service Assurance operations, including resource planning, workload allocation, process governance, and quality control.
- Oversaw Service Quality Management (SQM), Network Performance Management, and Customer Experience Management (CEM) for STC mobile services, including VIP customer experience.
- Led KQI/KPI performance reviews and deep-dive analysis to identify service degradation, prioritize issues, and drive corrective actions with relevant technical teams.
- Coordinated with RF Optimization and Network Operations teams for 2G, 3G, and 4G performance degradation analysis and service improvement.
- Managed operational reporting, service-performance monitoring, and management insights to support timely decision-making and issue escalation.
- Governed Sybase-based reporting, SQL procedures, and data analysis activities to support operational requirements, troubleshooting, and service-quality improvement.
- Drove cross-functional coordination and continuous improvement initiatives to enhance service quality, operational efficiency, and customer experience.
PS Core Engineer
ERICSSON AB (Mobily Project) K.S.A.
06.2009 - 02.2013
- Performed Ericsson GGSN/MPG, SGSN/MPG, and SGSN/MME KPI degradation analysis, troubleshooting performance and service-impacting issues in coordination with relevant technical teams.
- Managed escalation of complex PS Core issues by opening and following up Technical Trouble Tickets (TTs) with Ericsson Global Support.
- Handled single-customer mobile data complaints, performing end-to-end analysis to identify PS Core, DNS, or network-related issues.
- Conducted routine health checks for SGSN, GGSN, MME, and DNS platforms, ensuring service availability and early detection of abnormalities.
- Analyzed and troubleshot 2G, 3G, and 4G packet-switched traffic degradation, coordinating with responsible teams to identify root causes and restore service performance.
- Performed configuration and data audits for SGSN/MME and GGSN/MPG nodes, ensuring network records remained aligned with implemented network changes.
Engineering Supervisor
PAKISTAN TELECOMMUNICATION COMPANY LIMITED.
11.2002 - 05.2008
- Managed subscriber profiles, traffic, performance, and fault analysis on ZTE ZXJ10 and Ericsson AXE10 PSTN switching systems.
- Performed fault monitoring, troubleshooting, and escalation for switching and subscriber-related issues.
- Created, monitored, and troubleshot SS7 signaling links.
- Monitored switch alarms and network performance and coordinated with support teams for issue resolution.
- Analyzed traffic and system resources, including tones, announcements, and switching capacity.
- Managed area-code zoning and charging configurations and resolved related billing and routing issues.
- Installed, configured, and troubleshot ISDN BRI and PRI services, including charging settings.
- Configured and supported commercial and special service numbers.
- Performed CCS-7 signaling traces and internal path tracing for fault identification and resolution.
Engineering Supervisor
NATIONAL TELECOMMUNICATION CORPORATION PAKISTAN
07.1997 - 11.2002
- Managed day-to-day operations and maintenance of NEC Analog Microwave and NERA Digital Radio Systems (DRS) supporting long-haul transmission services.
- Oversaw NEC analog microwave systems carrying telephone (TP) and TV channels, including 960-channel baseband transmission, service monitoring, fault handling, and restoration activities.
- Managed NERA digital microwave/DRS links, including link availability, alarms, performance monitoring, traffic continuity, and corrective maintenance follow-up.
- Monitored RF and baseband performance, transmission quality, channel availability, and service-impacting alarms to ensure stable microwave network operation.
- Managed preventive and corrective maintenance activities, fault escalation, service restoration, and operational follow-up to maintain network availability and transmission quality.
- Supervised transmission capacity and service utilization, including voice, TV, and digital traffic, ensuring continuity of critical services.
Education
Master of Science - MSc Data Analytics
University of Portsmouth
Portsmouth 01-2026
Bachelor of Science in Electrical Engineering (Telecommunication) -
COMSATS Institute of Information Technology Islamabad.
01-2008
Diploma of Associate Engineer (Electronics) -
Punjab Board of Technical Education Lahore.
01-2001
Skills
- AI & Automation: Agentic AI, AIOps, AI use-case development, workflow automation, and intelligent operations
- Data Analytics & Workflow Development: Python, RStudio, KNIME workflow creation, MicroStrategy, Tableau, Power BI, and advanced data analysis
- Database & ETL: SQL Server, SQL database administration, ETL development, data integration, cleansing, transformation, and validation
- Service & Customer Experience: TM Forum Customer Experience Lifecycle Management, CEM, service assurance, KPI/KQI analysis, and performance management
- Mobile Network & RAN Analysis: Protocol trace analysis and troubleshooting across 2G, 4G, and 5G RAN and Core networks, including A, Gb, Gn/Gp, S1-MME, S1-U, S11, S5/S8, and Diameter-based interfaces such as Gx, Gy, S6a, and Rx, along with RAN performance, KPI, coverage, and service degradation analysis
- Digital Transformation: Business analysis, process automation, cross-domain integration, AI-enabled operations, and data-driven service improvement
Custom Section
Iqama # 2258662978
Passport # AZ9914993
Professional Registration
- Member of Saudi Council of Engineers vide Reg. # 55682.
- Member of Pakistan Engineering Council vide Reg. # ELECT / 29919.
Personal Information
- Date of birth: 18/11/1978
- Nationality: Pakistani
- Marital status: Married
Timeline
IT Operation Professional
Saudi Telecomm Company (STC)
05.2024 - Current
IT Operation Professional
Saudi Telecomm Company (STC)
12.2018 - 04.2024
IT Operation Professional
Saudi Telecomm Company (STC)
08.2016 - 12.2018
SOC Operation Manager
Huawei Tech Investment (STC CEM) K.S.A.
04.2013 - 08.2016
PS Core Engineer
ERICSSON AB (Mobily Project) K.S.A.
06.2009 - 02.2013
Engineering Supervisor
PAKISTAN TELECOMMUNICATION COMPANY LIMITED.
11.2002 - 05.2008
Engineering Supervisor
NATIONAL TELECOMMUNICATION CORPORATION PAKISTAN
07.1997 - 11.2002
Diploma of Associate Engineer (Electronics) -
Punjab Board of Technical Education Lahore.
Bachelor of Science in Electrical Engineering (Telecommunication) -
COMSATS Institute of Information Technology Islamabad.
Master of Science - MSc Data Analytics
University of Portsmouth