Enterprise Ticketing & ITSM: Managed the full support ticket lifecycle across PIH Group using ManageEngine ServiceDesk Plus — handling 120–140 tickets daily during regular operations, covering hardware, software, connectivity, and access requests across 10+ corporate sites. Performance and SLA adherence reviewed directly by IT management.
Executive-Level Support: Dedicated technical support for CEOs, Executives, and Directors at Power International Holding Head Office — highest priority classification, zero tolerance for delay, and direct accountability to senior management.
Incident Escalation & Critical Ticket Handling: During high-pressure periods, managed 50–60 critical and high-priority incidents simultaneously — including server-side failures, executive workstation outages, and site-wide connectivity disruptions. Coordinated escalation across IT, Network, and Vendor teams with full documentation in ManageEngine.
HIA Expansion Lead: Led IT operations across two phases of the Hamad International Airport Expansion (Feb–Oct 2022 & Apr–Nov 2023). Managed on-site support requests under strict operational SLAs in a live, high-security environment. Received formal Safety Excellence Award.
Cyber Attack Response — FIFA 2022: Led a 4-day live incident response to an active server attack during the FIFA World Cup. Coordinated cross-department threat isolation and deployed Kaspersky Endpoint Security with centralised server-side activation — zero permanent data loss.
Cross-Subsidiary Coverage: Delivered onsite IT support across Elegancia Health Care, UCC Holding, InfraRoad Trading, and ASSETS Group — each with distinct user environments, escalation contacts, and SLA requirements. Maintained consistent resolution quality across all entities.
POS Deployment — Aura Group: Configured and deployed POS systems across Al Maha Island venues and restaurants under strict operational timelines with no tolerance for post-handover failures.
UCC Saudi Arabia: Provisioned and deployed 25 workstations against strict handover deadlines for the UCC Holding Saudi branch — full asset documentation submitted on completion.
Emergency UPS Recovery — HIA: After heavy rainfall caused a 10kVA UPS failure at a live HIA site, sourced and installed a 5kVA interim unit solo, arranged repair, then reinstalled the 10kVA — zero infrastructure downtime.
"Sajid was instrumental across multiple high-profile projects — from the HIA Airport Expansion to executive-level support at PIH headquarters. He is technically sharp, exceptionally reliable, and handles enterprise pressure with composure. One of the strongest engineers to come through our division."
