Profile

Muhammad Ozair Ul Haq

IT Operations & Service Delivery Leader · ITIL Major Incident Management · 24/7 Operations & AI Automation

I have spent 15+ years in IT service desk, operations and service delivery, 13 of them in leadership at ibex, where I grew from Global IT Service Desk to Associate Director. Today I lead teams of 150+ people across IT Service Desk, Technology and Software Support, and VIP Support for banking, fintech and enterprise clients in Pakistan, Saudi Arabia and the wider MENA region. I own ITIL-aligned incident, problem, change and escalation management, and I am the executive owner when a critical incident hits.

Webozyr.online ↗ LinkedInmuhammad-ozair-ul-haq ↗
Portrait of Muhammad Ozair Ul Haq
Associate Director · ibex
15+years in IT operations & service delivery
13+years in leadership roles at ibex
150+people led across multiple teams
50+clients across five product lines
24/7TAC and Global IT Service Desk operations
01 · Impact

Key achievements

Major incidents

Executive owner for critical incidents

Runs incident command for banking and fintech clients: bridge coordination, stakeholder updates, root cause analysis and post-incident reviews that cut repeat incidents.

Service levels

SLA-driven operations at scale

Built and governs service desk and support for 50+ clients across five product lines, improving SLA performance, KPI tracking and reporting accuracy.

Infrastructure

Tier III-aligned data centre

Established a data centre built to TIA-942 and Uptime Institute principles, with redundant power and cooling, high availability, physical security and environmental controls.

Resilience

BCP & disaster recovery, end to end

Business impact assessments, recovery strategies and runbooks, validated through tabletop exercises, failover tests and periodic RTO/RPO reviews.

Automation & AI

Pakistan's first omnichannel contact centre, rebuilt with AI

Led its transformation into an AI-driven platform with LLM chatbots and Power BI ETL dashboards for operational insight.

Governance

Banking compliance, budgets & vendors

Controls for data security, access, audit logging and third-party risk on banking implementations, plus IT budgets, contract renewals and procurement governance.

02 · Career

Experience

ibex · Lahore · Apr 2013 – present

  1. Jul 2024 – present

    Associate Director

    • Directs client technology solutions and service operations across Pakistan, Saudi Arabia and MENA.
    • Leads 150+ people across IT Service Desk, Technology & Software Support and VIP Support.
    • Governs incident, request, change and escalation workflows in JIRA Service Management, ServiceNow and Zoho.
    • Oversees monitoring with Nagios, SolarWinds and Grafana, tracking availability, MTTA and MTTR.
    • Partners with client business, risk and compliance teams and presents service performance to senior management.
    • Leads AI in operations: AI-powered contact centre, chatbots and Power BI ETL analytics.
  2. Jul 2021 – Jun 2024

    Senior Manager

    • Ran the 24/7 Technical Assistance Center with shift-based teams and round-the-clock incident response.
    • Managed five product lines and 50+ clients across voice and non-voice operations.
    • Built and scaled service desk, technology support and VIP support for the KSA and MENA expansion.
  3. Jun 2016 – Jun 2021

    Manager

    • Managed 40+ key accounts nationwide across voice and non-voice contact centre operations.
    • Ran IT Service Desk, Desktop Support and VIP Support with a focus on quality and reporting.
    • Integrated contact centres and web portals for major ibex Global brands.
  4. Apr 2013 – May 2016

    Assistant Manager

    • Ran technology operations and shift-based support teams for a 200+ seat contact centre.
    • Escalation process owner for incident, request, change and escalation management.
    • Delivered custom web and Android apps with the Punjab Information Technology Board.

Earlier

  1. Nov 2011 – Apr 2013

    Analyst, Global IT Service Desk

    TRG (The Resource Group)
    • Resolved incidents and service requests for a global user base in a 24/7 ITIL-aligned service desk.
  2. Jan 2010 – Aug 2010

    IT Incharge

    Learning Alliance
    • Managed IT infrastructure, end-user support and technology consulting.