Mustafa Ali

Manage IT operations and infrastructure across three P&G Pakistan sites with zero P1/P2 incidents; lead Incident, Change, and Problem Management with 99% SLA; oversee critical/major incidents, RCA, BCP/ITCP/DR planning in Archer GRC, site audits with 99% compliance, and IT Asset Management with 99% compliance across the region.

Led End-User Computing and service delivery for P&G Pakistan; owned Incident, Request, Change & Escalation processes, managed IT assets with 99% compliance, ensured 99% SLA compliance, customer satisfaction, and coordinated multi-vendor project delivery.

Directed IT service delivery operations, governing ITIL processes, 99% SLA achievement, BCP/IT continuity planning, and IT asset management with 99% compliance while improving service quality and client satisfaction.

Delivered IT/OT governance and operations management including critical incident, problem, and change management maintained 99% SLA compliance; led CSA/ARA audits with 98.5% accuracy, facilities audits, and process improvements to enhance IT continuity and compliance.

Provided IT support services, responsible for Workplace Services (WPS) and site support, software and hardware troubleshooting.

Managed, monitored, and performed troubleshooting of LAN/WAN/WLAN networks.

Master in Computer Science degree from the University of Karachi, completed in 2004.

Bachelor in Computer Science degree from the University of Karachi, completed in 2001.

ITIL Foundation certification from AXELOS.