Ghulam Rasool
Summary
NOC professional with extensive experience leading front-office teams and managing operations in large telecom environments. Proficient in incident management, performance monitoring, and troubleshooting across IGW, Enterprise, IP/MPLS, and Core networks. Recognized for maintaining operational stability, resolving critical incidents, and optimizing processes to consistently meet SLA targets.
Overview
13
13
years of professional experience
1
1
Certification
Work History
FO Manager – Mobily NOC FO (Cisco MNS)
EMIRCOM
Riyadh
08.2019 - Current
- Managed all FO activities using process flowcharts based on task-specific scopes defined in MNS contract.
- Ensured performance management tools delivered required measurements and reporting data for all NE's.
- Provided technical support and regular status updates to business operations.
- Defined Services, Assurance, and Escalation Processes for comprehensive Data Services.
- Escalated KPI tracking until resolution, maintaining accountability throughout the process.
- Scrutinized trouble tickets daily per agreed SLA, ensuring prompt issue resolution.
- Oversaw incident management, problem management, and service desk duties with strict adherence to established processes.
- Prepared daily, weekly, and monthly performance reports from Data Network Operations Centers.
Team Lead – Mobily FSN NOC Front Office
BMC
01.2017 - 07.2019
- Resolved operational issues within Mobily Fixed Services Networks to enhance NOC functions.
- Managed Juniper network devices in IP/MPLS Core Network, addressing critical challenges.
- Delivered technical support and status updates to optimize business operations.
- Executed configuration change management on network devices, maintaining system integrity.
- Reviewed technical documentation for accuracy and comprehensiveness in client deliverables.
- Monitored network performance metrics, escalating issues to appropriate personnel when necessary.
- Collaborated with Mobily performance team on daily operations and performance enhancements.
- Mentored junior staff on best practices and effective communication strategies.
Team Lead – Mobily Data Network FO
EMIRCOM
Riyadh
11.2015 - 01.2017
- Managed FO activities through process flowcharts aligned with MNS contract specifications.
- Ensured performance management tools delivered accurate measurements and reporting data for all NE's.
- Delivered technical support and regular status updates to business operations.
- Defined Services Assurance and Escalation Processes for all Data Services.
- Tracked KPIs and escalated issues until resolution.
- Scrutinized Trouble Tickets daily per agreed SLAs.
- Oversaw Incident Management, Problem Management, and Service Desk functions, ensuring adherence to defined processes.
- Reviewed and approved technical documentation to confirm clarity and completeness.
Network Support Engineer - Mobily DNOC FO
EMIRCOM
Riyadh
02.2013 - 11.2015
- Provided Level-1 support for Mobily Enterprise Data Network and Fixed Service Networks.
- Monitored major inter-KSA, international upstream, MGN, and Blackberry links through NMS tools (OSS, Cacti).
- Escalated and coordinated all IGW-related issues with back-office and transmission teams.
- Monitored Mobily data centers, core devices, and servers across all regions.
- Managed issue escalation to relevant teams/departments using BMC Remedy.
- Provided front-desk support for Mobily MPLS and various Internet services, including Mobile Broadband, FTTX, PMP, IPVPN, and Cloud Services, bridging Business Operations and back-office teams.
- Troubleshot LAN/WAN issues across Mobily Enterprise Networks.
Education
BSCS (Hons) - Computer Science
University of Sargodha
Pakistan01.2010
High School Secondary Education - HSSE
BISE Sargodha
Pakistan01.2006
Skills
NOC operations management
Service assurance and SLA governance
Team leadership and coordination
High severity incident management
Network performance reporting
IGW, enterprise, IP/MPLS monitoring
Incident, problem, and change management
Vendor coordination (Cisco, Nokia, Juniper)
RCA preparation and reporting
SolarWinds and Cacti expertise
Remedy and ServiceNow proficiency
LAN/WAN troubleshooting
Certification
• CCNP – Cisco Certified Network Professional (2012)
• CCNA – Cisco Certified Network Associate (2011)
• JNCIA – Juniper Networks Certified Associate (2017)
• JNCIP-SP – Juniper Networks Certified Internet Professional
• ITIL 4 Foundation (2019)
• CCNA – Cisco Certified Network Associate (2011)
• JNCIA – Juniper Networks Certified Associate (2017)
• JNCIP-SP – Juniper Networks Certified Internet Professional
• ITIL 4 Foundation (2019)
Technical Skills
• Technologies: Cisco, Juniper, Nokia, Huawei
• Tools: SolarWinds, Cacti, OSS, InfoVista, NMS systems
• Platforms: Remedy, SmartIT, ServiceNow, and Mobily SMC dashboards
Protocols: BGP, OSPF, ISIS, MPLS, LDP, VPN, L2/L3 services
• Reporting: RCA, RFO, SIR, and SLA dashboards
Personal Information
- Date of birth: 07/01/87
- Marital status: married
- Iqama: transferable
References
Available upon request
Timeline
FO Manager – Mobily NOC FO (Cisco MNS)
EMIRCOM
08.2019 - Current
Team Lead – Mobily FSN NOC Front Office
BMC
01.2017 - 07.2019
Team Lead – Mobily Data Network FO
EMIRCOM
11.2015 - 01.2017
Network Support Engineer - Mobily DNOC FO
EMIRCOM
02.2013 - 11.2015
BSCS (Hons) - Computer Science
University of Sargodha
High School Secondary Education - HSSE
BISE Sargodha