Arifan Hussain Memon

*Comcast Cable, Colorado* (08/23 – Present) - Provided leadership and technical support to onshore and offshore teams in managing high-priority incidents and production issues. - Developed a quick reference guide for Tier 1 & Tier 2 teams to standardize incident prioritization and escalation processes. - Defined and implemented ITSM management policies and procedures based on ITIL standards to streamline incident and problem management workflows. - Supported change management, root cause analysis (RCA), and post-implementation reviews to ensure continuous service improvement. - Monitored key performance indicators (KPIs) such as Mean Time to Acknowledge (MTTA) and Mean Time to Resolve (MTTR) to drive efficiency. - Managed major incident processes using ServiceNow, Jira, Heat, and SPLUNK, ensuring timely resolution and proper documentation of incidents. - Engaged with vendors and cross-functional teams to coordinate escalations and ensure seamless communication during critical outages. - Collaborated with Tier III teams to provide complex network troubleshooting and support for cloud-based 5G native networks.

Supervisor / Incident Manager / NOC 5G Cloud Wireless *Dish Wireless / Cystems Logic, Littleton, CO* (05/22 – 10/22) • Collaborated with incident managers and cross-functional teams to foster an environment of continuous improvement, ensuring each team member is valued and trained to their highest potential. • Defined and oversaw P1 and P2 major incident processes, adhering to ITIL and ITSM best practices to streamline incident resolution and response times. • Provided strategic incident management support, guiding teams and management through the incident resolution process to ensure effective outcomes. • Offered change management support to both on-shore and off-shore teams and clients, facilitating smooth implementation and minimizing service disruptions. • Supported customers and internal teams by developing and implementing effective solutions to complex issues. • Managed defects and incidents using ServiceNow and Jira, maintaining a high level of operational efficiency and service quality. • Led L1 and L2 technical support teams across three shifts, ensuring continuous monitoring and incident resolution to maintain network stability. • Delivered proactive issue management and resolution strategies to minimize impact on network operations. • Provided comprehensive support to NOC/production support engineers, vendors, and other cross-functional teams, promoting a collaborative problem-solving environment. • Managed the production support and change management for 20% of America's 5G wireless network, ensuring high availability and performance. • Implemented best practices in problem management, resulting in a 50% reduction in repeat incidents, thereby enhancing service reliability and improving customer experience.

Senior Consultant / Manager – ITSM Treasury Cube, Missouri City, TX (03/20 – 05/22) – (10/22 - • Spearheaded the implementation of ITIL processes, achieving a 25% reduction in incident resolution time and a 15% increase in customer satisfaction. • Managed the service desk team, ensuring incident and problem management processes were in line with service-level agreements (SLAs). • Streamlined change management procedures to minimize service disruptions during infrastructure upgrades. • Conducted root cause analysis for recurring incidents, implemented corrective actions, and established a knowledge base for enhanced resolution. • Collaborated with cross-functional teams to implement continuous service improvement (CSI) initiatives, optimizing IT operations and resource allocation. • Developed and maintained an IT service catalog, ensuring IT services were documented and accessible for stakeholders. • Led incident management processes, coordinating with technical teams to resolve high-priority incidents and prevent future occurrences. • Implemented asset and configuration management processes, maintaining an accurate CMDB for effective IT operations and compliance. • Introduced best practices in problem management, resulting in a 30% reduction in repeat incidents and improved service reliability. • Engaged with key stakeholders to gather requirements, tailoring ITSM processes to align with business objectives. • Regularly reviewed service performance data, presenting reports to senior management and identifying areas for improvement. • Coordinated with third-party vendors to ensure timely IT service delivery, including negotiating service contracts and managing vendor relationships • Spearheaded the incident management process by collaborating with technical teams to resolve high-priority incidents and implement measures to prevent future occurrences.

SME / ITSM / Incident Management & Level III Support *CSGI, Englewood, CO* (12/96 – 11/18) • IT Service Management Professional, Spearheaded the adoption of ITIL processes, achieving a 25% reduction in incident resolution times and a 15% increase in customer satisfaction across a subscriber base of over 32 million, • Led a service desk team in managing incident and problem resolution processes, optimizing ticket workflows, and ensuring strict adherence to SLAs. • Hands-on and Oversaw production support, Level III support for large-scale environments, implementing proactive monitoring and rapid-response strategies to maintain high service availability. • Streamlined change management processes, minimizing service interruptions during extensive infrastructure upgrades, including network and system enhancements. • Conducted in-depth root cause analyses for recurring incidents, implemented corrective actions, and established a comprehensive knowledge base to enhance problem resolution efficiency. • Collaborated with cross-functional teams to drive CSI initiatives, optimizing IT operations and resource allocation for improved system performance. • IT Service Catalog Management:Maintained a detailed IT service catalog, ensuring up-to-date documentation and accessibility for stakeholders across the organization. • Directed major incident management processes, coordinating with technical teams to resolve high-priority incidents and implementing preventive measures to mitigate future occurrences. • Introduced asset and configuration management best practices, maintaining an accurate CMDB to support effective IT operations and compliance. • Implemented best practices in problem management, resulting in a 30% reduction in repeat incidents, thereby enhancing service reliability and customer experience. • Stakeholder Engagement:Engaged regularly with key stakeholders to align ITSM processes with evolving business objectives, ensuring effective service delivery, Coordinated with third-party vendors, managing relationships and negotiating service contracts to support production environments while ensuring quality IT service delivery.