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Abrar Ul Hassan

@abrarulhassan1

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Technical Operations Manager optimizing Azure MSP delivery through scalable frameworks and escalation leadership.

Pakistan

Message

What I'm looking for

I’m looking to lead technical operations for an MSP or cloud services team—building scalable KPI-driven processes, owning Tier 2/3 escalations, and leveraging Azure architecture and ITSM tools to improve SLAs, client satisfaction, and team performance.

I’m a results-driven Technical Operations Manager with 6+ years of progressive IT experience, including 2+ years leading MSP operations for a Manhattan-based firm serving 70+ clients across the United States. I specialize in Azure cloud architecture, Tier 2/3 escalation management, and ITSM tooling that improves service delivery and client retention.

In my most recent role, I directed day-to-day MSP operations across a 70+ client portfolio, ensuring SLA compliance while resolving escalations across infrastructure and end-user environments. I built an operational framework from scratch—37-KPI performance matrix, incident management handbook, dispatcher workflows, and a 12-session engineer training series—then used forensic analysis on 8,500+ real tickets with Zoho Analytics to establish accurate baseline metrics.

I’ve also delivered hands-on cloud and escalation support as a Cloud Engineer and Cloud Support Engineer, designing Azure Virtual Desktop (AVD) environments, hybrid identity solutions, and network architectures. Earlier in my career, I provided Tier 1/2 support for US-based clients and contributed to cloud infrastructure support across Azure and AWS, strengthening my ability to translate complex technical issues into clear business outcomes.

Experience

Work history, roles, and key accomplishments

Technical Operations Manager

InnerPC

Sep 2025 - Apr 2026 (7 months)

Directed day-to-day MSP operations for a 70+ client portfolio, overseeing Tier 1–3 support delivery, SLA compliance, and escalation resolution. Built an operational framework from scratch, including a 37-KPI performance matrix and incident management workflows, and analyzed 8,500+ real tickets in Zoho Analytics to improve ticket resolution and client satisfaction.

Incident Management Huntress EDR RingCentral Hudu Documentation

Cloud Engineer

InnerPC

Feb 2024 - Sep 2025 (1 year 7 months)

Designed and deployed Azure Virtual Desktop (AVD) environments, hybrid identity solutions, and network architectures for SMB clients across the US. Managed Microsoft 365 tenants (Exchange Online, Intune, Conditional Access, Entra ID) and handled Tier 2/3 escalations while collaborating on infrastructure projects aligned to client growth and security goals.

Azure Virtual Desktop Entra ID Microsoft 365 Administration Intune Conditional Access Hybrid Identity Network Architecture Exchange Online

Cloud Support Engineer

Arpatech (Pvt) Ltd.

Oct 2021 - Jul 2023 (1 year 9 months)

Provided cloud infrastructure support across Azure and AWS environments for enterprise clients, including provisioning, monitoring, and incident response. Administered Active Directory, Group Policy, and DNS/DHCP, supported hybrid cloud connectivity, and contributed to pre-sales scoping and client onboarding for cloud migration engagements.

Azure AWS Active Directory Group Policy DHCP AWS Provisioning Monitoring

Technical Support Analyst

IBEX Global Pakistan

Oct 2018 - Sep 2020 (1 year 11 months)

Delivered Tier 1/2 technical support for US-based clients in a high-volume contact centre while consistently exceeding SLA targets and CSAT benchmarks. Performed remote diagnostics, handled escalations, and communicated effectively with customers under pressure.

Tier 1 Support Tier 2 Support Escalations SLA Management CSAT Management Client Communication Contact Center Support Technical Troubleshooting