ZAINAB SHAUKAT
Islamabad
Summary
An adaptable, and experienced Site-Reliability Engineer with in-depth knowledge of Site Reliability Engineering, DevOps Methodologies, IT Operations, Incident Management, Fault-handling, Service Performance Management, and Technical and Operational Support for Digital Services. With extensive experience in Software Operations, IT Support, and Network Operations, I'm very keen to work for a challenging organization, for solving software- technical and operational issues and to learn and grow in this field and to add value to peoples' lives.
Overview
7
7
years of professional experience
1
1
Certification
Work History
IT Support and Cloud Operations Engineer
Sunrise Solicitors
02.2024 - 12.2024
- Successfully set up the cloud storage for the Client Management System (CMS) on AWS using S3 Buckets, and CloudWatch for database backup on cloud and for run-time monitoring of the CMS
- Process-flow automation through the integration of AWS for runtime synchronization of local server with public cloud, on AWS, and also successful testing and set up of hybrid cloud platform for Sunrise Solicitors for secure and cost-optimized data storage
Site-Reliability Engineer (DevOps and IT Operations)
Telenor
12.2021 - 10.2023
- Created graphs for APIs and run-time error-logs-monitoring on monitoring tools including Grafana and Graylog to find threats across APIs
- Operational and technical-level automation and process improvement on AWS and devised incident-handling workflows using AWS including AWS Billing Alarms, AWS CloudWatch, EC2, and S3 buckets, and other AWS Services
- Devised Python dashboards, and Data Visualization reports for each Digital service for operations KPIs performance review.
- Successfully completed project planning and project-execution for the 2023 Strategy for the first annual kick-off for Telenor Linx in Oslo
- Governed, executed and planned the alerting setup-design planning for the PagerDuty alerting for data center migration and optimization
- Completed a self-led on-job, hands-on learning journey on AWS, and implemented each AWS service in the labs
- Service Expert for the Telenor ID service in the first-line operations team: devised the playbooks for operational processes for operations' support, and for the end-to-end service-architecture, by run-time testing of My Telenor App for generating logs and by using monitoring platforms;
- Served as the DOB Service expert and Designed new Data-Visualization Dashboards, for error-logging, in Graylog, for DOB service for Business-unit-level, and user-level, granular fault-handling for newly-updated system architecture for the First line team and thus improved performance monitoring and incident resolution time.
- Managed AWS Incidents, did cloud-automation on AWS & escalated issues to teams while being on-call 24x7 rooster;
- Provided 24/7 oncall technical support for issues on Zendesk, Slack, Gmail, and Calls to business providers, and internally;
- Maintained documentation for ongoing issues using post-mortems and engaging teams and stakeholders for RCA;
- Recruited new team members and provided mentorship to them, and conducted on-boarding sessions for new team members and for services' architecture updates;
- Hands-on experience with AWS fundamentals: EC2, CloudFormation, Load-Balancing, CloudWatch, S3 buckets, SNS;
- Project planning and project-execution for the 2023 Strategy for the first annual kick-off for Telenor Linx in Oslo and provided workshops to colleagues
- Assisted in the Operations' infrastructure, and alerting setup-design planning for the new PagerDuty alerting for data center migration and optimization sprint for two weeks in 2023
Network Operations Planning Engineer
Telenor Pakistan
01.2021 - 10.2021
- Increased system performance monitoring efficiency by end-to-end Nation-wide Network Governance, Tracking, and requirement identification for the Telecom infrastructure expansion and Maintenance Initiatives for 2021
- Vendor-management for all major vendors for the Thunderbolt Project execution, for up-gradation of Telenor network.
Network Operations Engineer- NOC CORE
Nokia
06.2019 - 09.2019
- Conducted proactive and accurate fault-handling and incident-resolution with multiple stakeholders; KPIs monitoring on all Core Network elements for 24/7 operations of the network
- Developed a dashboard for tracking of all ongoing work-orders for up-gradation of Network.
Network Operations Engineer- NOC RAN
Nokia
12.2018 - 06.2019
- Managed and executed Shift-Operations and technical pre and post checks for ZTE to Nokia Network Swap project
- 24/7 Alarm monitoring for site-wise alarms in the RAN network, nation-wide, for the Telenor Network.
Well-services Intern
Schlumberger
07.2017 - 08.2017
Education
Customer Service, Operations and Planning (Telecommunications and ICT) - Certification
University College London
03.2024
STEMCOM Powering Future Women Leaders Professional Development Program - Certification
Stony Brook University
08.2021
Bachelors of Engineering - Electrical Engineering
National University of Sciences And Technology
06.2018
Skills
- Cloud management and Operations (AWS)
- Python (for Data insights, and Data Visualization)
- Process Automation
- Technical Documentation: Post-mortems & RCA: Confluence, Drawio
- System Performance Improvement
- Root Cause Analysis and Data Analysis
- Troubleshooting and Fault Resolution
- Incident management and incident response: PagerDuty
- Automating systems: MS Office, Linux Scripting
- Systems monitoring and logging: Graylog, Grafana, Loggly
- Network Troubleshooting: Linux scripting
- 24/7/365 Customer Support on Zendesk and live IT Support Desk
- On-call Operational and shift management
- Application Support
- Mentoring
- Public Speaking
- Process Improvement
- Project management and Project execution
- Stakeholder Management
- Team Leadership and Teamwork
- Operations' Management
- Reporting and Business Analysis
- Scope Management, and inter-domain co-ordination
- Problem-solving
- Event Management and event-execution
- Vendor-management
- Customer Communication
- Leadership
- Customer Service
- Attention to detail
- System monitoring
- Cloud architecture
Name & contact
Certification
- Overview of AWS (A Cloud Guru | A Pluralsight Company)
- Cloud Computing Foundations (A Cloud Guru | A Pluralsight Company)
- Introduction to AWS (A Cloud Guru | A Pluralsight Company)
Affiliations
- Travelling
- Reading
Education
Islamabad, Pakistan,New York,London
Timeline
IT Support and Cloud Operations Engineer
Sunrise Solicitors
02.2024 - 12.2024
Site-Reliability Engineer (DevOps and IT Operations)
Telenor
12.2021 - 10.2023
Network Operations Planning Engineer
Telenor Pakistan
01.2021 - 10.2021
Network Operations Engineer- NOC CORE
Nokia
06.2019 - 09.2019
Network Operations Engineer- NOC RAN
Nokia
12.2018 - 06.2019
Well-services Intern
Schlumberger
07.2017 - 08.2017
STEMCOM Powering Future Women Leaders Professional Development Program - Certification
Stony Brook University
Bachelors of Engineering - Electrical Engineering
National University of Sciences And Technology
Customer Service, Operations and Planning (Telecommunications and ICT) - Certification
University College London
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