Mohammed Rafiq Dar

My Job roles and responsibilities at e& Etisalat Smarthub Data Center Support Team.

• Lead end-to-end data center operations across SmartHub Tier III-compliant co-location facilities, ensuring 24/7 uptime, strict SLA adherence, and alignment with e& SmartHub engineering, safety, and operational governance standards.
• Manage customer rack lifecycle including allocation, rack readiness, capacity validation, and power feasibility reviews (1kW–6kW), ensuring optimal PDU load balancing and adherence to structured installation guidelines.
• Deliver full Remote Hands support covering power cycling, console access, visual inspections, hardware verification, cable patching, port tracing, media testing, escalation handling, and onsite troubleshooting for global ISP, enterprise, and cloud customers.
• Perform hardware deployment activities including server/network equipment installation, racking & stacking, structured fiber/copper cabling, and labelling in line with SmartHub design standards and international best practices (TIA/EIA, ANSI/BICSI).
• Oversee provisioning of Cross-Connects and Interconnects (via NRM) ensuring accurate fiber/copper termination, OTDR and power-meter testing, proper path labelling, and seamless customer demarcation handover.
• Coordinate end-to-end customer onboarding by collaborating with C&WS and DCCM teams to validate ORD details, MMR readiness, cross-connect routing, and delivery of complete connectivity and rack handover packages.
  
  Lead incident management and RCA activities for data center issues including power anomalies, cooling deviations, cross-connect faults, infrastructure alerts, and customer-impacting service failures, ensuring timely restoration and detailed post-incident reporting.
• Review, approve, and execute change management requests for rack expansions, new installations, power upgrades, cable works, migrations, and infrastructure modifications, ensuring compliance with space, power, and cooling capacity constraints.
• Supervise vendors and contractors (FM teams, JCI, Huawei, cabling vendors) ensuring strict PTW compliance, access controls, safety adherence, and accurate execution of maintenance, cabling, and infrastructure tasks.
• Lead and mentor 24/7 shift-based engineering team, managing task allocation, performance monitoring, knowledge transfer, SOP compliance, and high-quality shift handovers.
• Maintain precise documentation including rack inventory, power feasibility sheets, fiber/copper routing maps, patching records, floor plans, incident logs, change records, and audit compliance reports.
• Ensure adherence to audit and compliance frameworks including ISO 27001, internal Etisalat governance, physical security policies, and operational discipline through strict housekeeping, labelling accuracy, and audit-ready documentation.

Roles and Responsibilities:

Leadership and Team Management:

• Managed team of technicians to provide 24/7 support for remote management, custom installations, and equipment troubleshooting for data-center co-location customers.
• Developed new best practices that resulted in reduced unscheduled downtime, improved operations, reliability, safety, and energy efficiency.

Interdepartmental Collaboration:

• Liaised effectively with various technical teams, facility management, and procurement to ensure smooth progress of projects, equipment upgrades, and scheduled maintenance.
• Supported Data Center Manager in maintaining all data center standards, procedures, health and safety protocols, and addressing day-to-day infrastructure performance issues.

Technical Expertise and Troubleshooting:

• Coordinated with vendors and technical teams during maintenance of data center equipment, encompassing power systems, safety equipment, RPDUs, UPS systems, batteries, network infrastructure, and storage devices.
• Handled onsite Smart Hands support for co-location customers in their absence, including new IT infrastructure device installations/removals, network cabling, patching, and replacement of modular equipment components.
• Provided structured and non-structured cabling services, including moving, securing, or terminating copper or ber patch-cord cables.
• Offered L1/L2 support, pushed software upgrades, and provided device IP access to remote devices via KVM, remote desktop, or console ports for both planned and emergency IT and NOC team activities.

External Partnerships and Incident Response:

• Collaborated with Colo and telco services to bring in cross-connects and worked with network teams to activate them on telco platform.
• Provided immediate support for data center infrastructure and co-location customer incidents, including preparing RFO reports for major occurrences.
• Performed diagnostic and signal testing for transmission line circuits, cross connections, and interconnect connections.
• 
  

Roles and Responsibilities at EITC du Datamena:

• Providing 24×7 onsite support to Datamena (offshore) co- location customers.
• Supporting internal sales and project teams' new customer projects and managing customer requirements from initial DC tour till IT infrastructure deployment.
• Providing Remote Hand support to offshore customers for incidents, new hardware installations, device/Part removals, and new link deployment.
• Handling and deploying cross connect and interconnection requests raised by internal team.
• Providing onsite tech support to internal and customer NOC team to do initial troubleshooting on critical links in case of any incident or fault.
• Maintaining international link description database and sending notifications to stakeholders, customers, and internal teams in case of any planned, unplanned, or critical activities.
• Handling inbound and outbound shipments of customers and managing inventories of RMA's.

I worked as IP Network Engineer in IIB migration project of Nokia-Alcatel Lucent Middle East with EITC (Du telecom) for GSM integration and 4G network optimization across UAE.

Roles and Responsibilities:

• To perform site survey for EITC-Du controlled/Shared GSM (Cell, BTS, COW) and IBS sites across UAE, to check existing setup and feasibility for network expansion, integration and 4G optimization.
• Installation of Alcatel-Lucent SAR M service router and integration of site on Alcatel-Lucent PREAGG SR-7 or vendor network aggregators.
• Migration of entire existing Microwave-based GSM/CDMA network services (2G, 3G & LTE) on fiber optic-based ALU-SAR M service router with coordination of mobile service NOC.
• Handling and supervising of ISP team to lay fiber for IBS-based GSM sites for network enhancement and optimization.
• Sharing site layouts, feasibility and site infrastructure details with team for network expansion.

Worked across multiple positions under various contractors, providing extensive field support, troubleshooting, and service assurance for EITC du’s enterprise and consumer clients.

My Key responsibilities at EITC du Service Assurance Team included:

Field Support & Troubleshooting:

• Provide on-site technical support to enterprise and consumer clients, ensuring quick resolution of network, connectivity, and service-related issues. Diagnosed and resolved equipment problems, including IP phones (Cisco), IPTV, ADSL/broadband, and transmission lines (ISDN, BRI, PRI, E1, and Leased Lines).

Installation & Maintenance:

• Installed, configured, and maintained telecom and IT equipment to guarantee optimal service delivery, including fiber optic cables, telecom switches, and various communication systems for enterprise and consumer services.

Service Assurance & Quality Control:

• Assured service quality by conducting regular inspections, testing, and audits of telecom infrastructure. Addressed service issues and took corrective actions, ensuring high-performance standards and client satisfaction.

Client Interaction & Documentation:

• Interacted directly with enterprise and consumer clients to understand their needs, explain technical issues, and deliver timely solutions. Maintained comprehensive records of service interventions, client interactions, and network performance reports.

Team Leadership & Coordination:

• Led quality assurance efforts, ensuring installations and repairs met enterprise-level expectations. Coordinated with teams, including Order Management and Activation, to streamline service activation and resolve service provisioning issues.

Site Surveys & Equipment Handling:

• Performed site surveys to assess network coverage and conducted point-wise testing of cabling. Managed telecom equipment inventory, ensuring availability and readiness for service calls.

• Roles and Responsibilities:
• Installed, configured, and maintained computer systems, hardware, and peripherals to ensure smooth operations.
• Diagnosed and resolved technical issues with hardware, software, and network components, reducing downtime as per the team goals.
• Managed system upgrades and software installations, enhancing operational efficiency.
• Supported end-users by addressing technical queries and providing training on IT systems.
• Conducted regular data backups and implemented recovery procedures to ensure data integrity.
• Monitored and maintained network infrastructure, ensuring optimal performance and security.
• Documented incidents, solutions, and inventory for seamless tracking and reporting.
• Collaborated with cross-functional teams and vendors to address advanced technical challenges.
• Implemented security measures such as firewalls, antivirus software, and updates, reducing system vulnerabilities.
• Performed routine maintenance to minimize disruptions and proactively identified potential issues.