Kawser Jamal

Founder & Chairman - Ascend Group of Companies @Ascend Technology Inc.

San Francisco, CA, US

Develop multi-year Service Strategies focused on infrastructure systems innovation and reliability- Oversee the creation of cost-effective models for delivering Infrastructure Services- Establish Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to ensure optimal service performance- Lead the timely execution of Service Improvement Plans to address performance issues- Ensure operational procedures meet key control objectives, enhancing accountability and control effectiveness- Direct escalation support (2nd and 3rd level) for the Service Desk, assisting with complex service issues and client requests- Ensure the Data Center (DC) is disaster-ready, with periodic recovery tests to maintain operational capabilities at remote locations- Guide the evolution and maturity of Service Management processes and best practices- Lead IT procurement efforts, ensuring cost-effective and controlled technology solutions.Provide leadership to the Infrastructure & Operations (I&O) team by setting priorities, goals, and tracking progress- Ensure all project assignments meet functionality, audit, and schedule commitments- Communicate infrastructure strategies, plans, and risks to the Technology Committee and Board of Directors.