Bilaal Ali
About Bilaal Ali
Bilaal Ali is the Global Technical Software Support Manager at Arup, leading a team that provides technical support across multiple regions.
Title
Bilaal Ali is currently the Global Technical Software Support Manager at Arup. He has held this position since 2018, and is based in Birmingham, United Kingdom.
Company
Bilaal Ali works at Arup, a global firm of designers, planners, engineers, and consultants providing a wide range of professional services. He has been with Arup since 2017, starting as an IT Analyst before his current role.
Education and Expertise
Bilaal Ali graduated from Coventry University with a BSc in Business Information Technology, completing his studies in 2014. Prior to this, he studied Computer Technology/Computer Systems Technology at Solihull College, earning a qualification in Business Information Technology in 2012. He also attended Lyndon School from 2003 to 2008.
Professional Background
Bilaal Ali has a diverse professional background spanning multiple roles. He started working at Sports Direct International as a Sales Assistant from 2009 to 2015. He then worked at G4S as a Steward in 2013, followed by a position as an IT Technician at Know How in 2015. From 2016 to 2017, he held various IT-related roles including IT Service Desk Analyst at SCC, Business Analyst at Sparta Global, and Service Desk Analyst/Incident Manager at Systems Maintenance Services. He joined Arup as an IT Analyst in 2017.
Key Responsibilities
In his current role at Arup, Bilaal Ali leads a global team providing technical software support across multiple regions including the Americas, UKMEA, Europe, East Asia, and Australasia. He designs and prepares educational aids and materials for training purposes within the global support team. He coordinates the transition of unresolved support calls to the succeeding online global team, ensuring seamless continuity in support services. He also tracks and reports on team performance using KPIs and metrics to drive improvements in service delivery and liaises with vendors and third-line support to resolve complex issues, disseminating the gathered knowledge to his team.