Muhammad Ali

At XTIUM, I lead ITIL-aligned 24x7 service delivery and technical escalations for complex enterprise managed-services portfolios. I coordinate customers, Customer Success, NOC, Service Desk, Engineering, vendors, and carriers to restore service, protect SLA performance, and strengthen customer confidence.

Across a confidential B2B SaaS client and Motive, I’ve owned L2/L3 support, API integrations, product escalations, and technical investigation across billing, reporting, payments, telematics, compliance, backend services, and mobile applications.

I use REST APIs, OAuth 2.0, SQL, Jira, Salesforce, ServiceNow, Redash, Datadog, LogicMonitor, and Cisco Meraki to isolate root causes, validate data flows, reproduce defects, and turn customer evidence into actionable engineering context.

I’ve also managed IT projects from requirements through delivery, including concurrent initiatives with budgets around $100K. I build practical operating models, documentation, escalation standards, and cross-functional workflows that improve release readiness, service performance, and retention.