Afazal Imran Khan MD

I provide strategic leadership and operational direction for web applications developed in JAVA, hosted in IBM WAS, DRUPAL, AEM, Openshift, GIT, Jenkins, etc and managing ~4000+ servers infrastructure. I have extensive people management experience, overseeing a team of ~30+ members consisting of operations managers, architects and engineers of basic & advanced functions, while also managing hiring, training, and professional growth of employees.

• Collaborated with team members to achieve target results
• Developed project plans identifying key issues, approaches, and performance metrics
• Oversaw a large portfolio of projects to support teams, reported progress, and influenced positive outcomes for key stakeholders
• Identified procedure or process changes required to improve performance and productivity
• Maintained energy and enthusiasm in a fast-paced environment.

Additional Responsibilities -

• “Service Delivery Manager” for Service Center IAAS
• “Chairperson” of Corporate Social Responsibility

(on payroll of Innovation UAE)

I have successfully directed changes to project scope and cost and implemented appropriate change management processes to keep projects on track. I am experienced in developing project plans and managing project scope using methodologies to guide projects from conceptualization to implementation and maintenance. I have also developed and led multi-disciplinary teams to redefine problems and reach solutions based on different perspectives.

• Acted as senior project manager for multiple customer care centers and business centers across UAE
• Managed budgets exceeding 1 million Dirhams while effectively controlling costs through diligent financial oversight.
• Recorded all project costs and expenses and aligned with project budget
• Held validation, kick-off, solution review, QA/UAT planning with all the stakeholders to understand the requirements and thereafter reviewing business requirements, solution overview, and design documents
• Performed QA/UAT handovers before going into pre-prod/production release along with handover to operations
• Prepared project closure reports and documented lessons learned and best practices

I am well-versed with various technologies, including Polycom, Skype for Business, Video streaming, Digital signage, SharePoint, and IP PBX systems. I specialize in designing and implementing meeting room solutions, AXIS IP surveillance systems, AR/VR solutions, and leading End-to-End project delivery for IT Infrastructure, IP Telephony, Contact center, and Video Collaboration solution projects.

• Managed team's operational readiness for domains related to Microsoft Technologies, Application Infrastructure, Unified Communications and Video collaboration solutions
• Prepared monthly operational review reports, service level KPIs, project status, activity report, and reviewed with senior management
• Conducted incident, change, and problem management operational reviews, along with quality assurance to meet service level KPIs
• Acted as a change agent for any functional and operational process changes within the team
• Served as a project manager and was responsible for service improvement projects within the service center
• Prepared project sheets to ensure objectives, occasions, in-scope/out of scope, budget, and delivery timelines were defined
• Conducted project budget calculations, PMP plans
• Monitored and controlled the time, scope, quality, cost, change, issue, risk, communication, and acceptance management processes during all phases of the project
• Ensured the implementation and rollout plan for handover to the operations team

(working for DreamWorks Animation Studio)

• As project delivery lead, successfully oversaw IP Telephony, Contact Center, and Video Conferencing solutions across multiple DreamWorks Animation studios located in India, US, UK and China.
• Developed comprehensive project plans outlining the scope, deliverables, resources, activities, tasks, and funding required to achieve project goals.
• Effectively monitored and controlled all aspects of the project execution phase including time, scope, quality, cost, change, issue, risk, communication, and acceptance management processes.
• Supervised complex installation of Avaya Communication Manager, Media Gateways, CMS, BCMS Reporting, VDN's and Vectors, CDR Server, Trunks, and monitoring systems, as well as CISCO Telepresence and HALO, ensuring proper functioning and optimization of all systems.
• Supervised technicians and engineers in the design and integration of video-teleconference, control room, and projection systems, providing guidance and support to ensure successful project delivery.
• Responsible for the operation and maintenance of DCinema projection systems and other AV products (AMX, Extron, Nexia, Clearone, Barco, etc.), ensuring smooth operation and timely resolution of any issues.
• Managed external vendors (Solution partners, OEMs) and closely collaborated with other teams within DreamWorks Animation to ensure seamless integration of various systems and technologies.
• Developed systems design and architectural drawings, specifications, and contract documents, while also providing training and support to end-users.

• I was responsible for managing projects related to HDVC, VoIP, and Contact Center support across different locations. Also, I was responsible for providing end-to-end project delivery, managing external service providers/vendors, and collaborating with different teams to achieve excellent service levels.
• Analyzing client business processes, proposing optimal software applications, and presenting ROI estimations to business leaders. You have also actively contributed to problem management and configuration management roles and developed best practices to prevent recurring problems.
• Providing support to global teams for issues related to VoIP infrastructure, advanced VoIP applications, and video conferencing infrastructure.
• Managing external service providers/vendors, prepared SOW and project plans, and coordinated with internal IT support groups and development teams to deploy and maintain the advanced VoIP applications like Voicemail, Integrated Messaging (Mutare), eFax, Softphone, EC500, ACD, Avaya Media gateways, CMS, AES & Voice Portal and video conferencing infrastructure which includes Polycom RMX, MGC, V2IU Firewall, Pathnav, CMA 5000, DMA 7000, and coordinate remote support for ~20 Studios, ~250 Room based, ~750 Tabletops Polycom Video conference systems

• Managing projects related to AVAYA CM Servers, Media Gateways, and CMS. Coordinating project activities, monitoring software releases, and integrating interfaces like Geotel, IEX, TCS, ECH, RT Socket, Desktop Wallboard, etc. with complete technical knowledge and insight of their design.
• Increased client retention rate by building strong relationships through effective communication, understanding their goals, and delivering tailored technology solutions.
• Designed and implemented data migration strategies, ensuring seamless transition between systems with minimal disruption to business operations.
• Enhanced system performance by identifying and resolving technical issues through troubleshooting and root cause analysis.
• Sharing technical knowledge with team members and managing projects in the APAC region as Project Manager.

Technical experience in the field of media and content management. You have worked on projects related to IPTV services, broadband connectivity, and STB troubleshooting.

• Encoded different kinds of media into Advanced H.264 format using encoders and upload to storage servers located in different regions.
• Involved in the setup of NOC for content digitization and have handled the system-maintenance cycle including installing, updating, configuring, and troubleshooting.
• Prepared flowcharts, network diagrams, manuals, and forms using various tools such as Coral Draw, MS Visio 2003, and Adobe Photoshop.
• I have a good understanding of media workflows and have the technical skills required for managing digital content.