Mohammed Muqtar Ahmed

(Officially Engr III - Tech Project Management - Service Delivery)

IT Service Delivery and Project Management Excellence

• Directed the end-to-end operational delivery of a 24-month legacy-to-cloud modernization program, managing cross-functional workstreams to ensure a stable, high-performance environment with zero impact on global business operations.
• Spearheaded a 6 month mission-critical migration of 25+ applications from Apache Pulsar to Apache Kafka as PMO Lead; integrated GitHub Copilot and Confluent AI to automate code conversion, reducing manual refactoring effort by 40%.
• Collaborated with senior leadership to optimize the allocation of technical resources, implementing efficiency-driven strategies that reduced operational overhead by 12% YoY.
• Acted as the primary PMO liaison between the Kafka Platform team and decentralized development squads, managing complex technical dependencies and resolving "hiccups" to ensure a seamless, zero-downtime transition.
• Orchestrated a continuous feedback loop between customers and engineering, synthesizing daily field issues into actionable technical requirements that accelerated platform stability and increased user satisfaction scores.
• Achieved 100% compliance with SLA reporting and incident response protocols, ensuring all high-priority VoIP outages were addressed within stipulated contract timelines.
• Directed the tracking of ticket inflow and Mean Time to Repair (MTTR) metrics; leveraged data-driven insights to identify system bottlenecks and drive a 10% YoY reduction in ticket volume.
• Engineered comprehensive Jira Dashboards to monitor sprint velocity and backlog health, ensuring total transparency across cross-functional workstreams and precision in backlog prioritization.
• Served as the primary lead for complex technical outages, bridging the communication gap between internal engineering and global customers to drive rapid service restoration and safeguard business continuity.
• Lead and mentored a multi-cultural team of 10 Application Support Engineers, institutionalizing process standardization and automation to eliminate manual intervention and boost productivity by 20%.
• Designed and executed a Weekend Support & Risk Optimization strategy, ensuring optimal resource utilization and maintaining 99.9% system uptime during non-business hours.
• Facilitated high-visibility management reporting to senior leadership, delivering transparent updates on delivery blockers, migration milestones, and long-term service health.

• Oversee the end-to-end delivery of application support and infrastructure enhancement initiatives.
• Serve as the primary point of contact for escalations, stakeholder communications, and delivery updates.
• Track and analyze operational and support KPIs, issue trends, and delivery metrics.
• Collaborate cross-functionally with product owners, program managers, and infrastructure teams.
• Design and execute workload reduction strategies.
• Drive ticket reduction and quality improvement initiatives.
• Utilize Jira to maintain delivery visibility.
• Facilitate go-live planning, post-release validations, and risk mitigations.
• Publish detailed Minutes of Meeting (MoM) from project reviews and user community calls.
• Contribute to delivery process enhancements.

• Joined Verizon as Technical Application Support Engineer.
• Primary responsibility as an End User/Application Support Engineer is to provide end-to-end support.
• Monitoring the inflow of tickets and making sure the tickets are meeting the SLA.
• Aligning the team members with the short-term goals.
• Working with the development team in debugging, analyzing the cause of issues.
• Jump on group calls if any escalations or Users technical concerns.
• Monitoring/managing any rejected order in production.
• Creating and tracking on the defects created by us on the current production issues.
• Liaising with the development team in order to address the current issues.
• Providing daily reports on the current issues and fallouts.

• Responsible for individual orders & projects assigned.
• Provided project support to the assigned project manager.
• Processed customer requests within 24 hours.
• Ensured that orders are validated and acknowledged with the customer.
• Monitored and managed any rejected order within 24 hours.
• Liaised with internal teams/third party suppliers & maintainers.
• Scheduled engineer site visits and managed engineer resources.
• Undertook action incoming broadband requests via the broadband provisioning portal.
• Maintained and updated in-house support database.
• Provided monthly reports on BPP orders & cancellations