Service Delivery Manager/Domain Manager OSS & TX
Ericsson
Total years of experience :17 years, 9 Months
• Perform line management tasks to manage and balance resources, cost, and competence according to business needs for the team which is based in 19 countries.
• Drive improvement programs for complex issues, develop strategies, identify barriers, and implement best practices with change management for OSS and Transmission domains.
• Generate innovative ideas for operation and product improvement. Ensure delivery according to KPI/SLA/targets.
• Contribute to customer meetings, manage conflicts, customer escalation and simulate consultative approach.
• Manage and follow-up of financial forecast and line budget.
• Coordinate with design, PDU and 2nd line support of Ericsson for critical issues.
My responsibilities as a solution architect in Ericsson Middle East and Africa (MMEA)
• Perform customer network, operational, capacity and process audit to give recommendations for improvement
• Technical planning and design of a new, or change/update to an existing service. Includes necessary configuration design for the applications and infrastructure.
• Technical management of the service throughout its lifecycle. Includes roadmap, change/release management, demand and capacity management, deployment and termination.
• Customer management for daily operational tasks with SDM and new opportunities with CPMs.
• Identification of add on sales in an already existing deployment
• Give presales presentation to customers for Ericsson OSS products in MMEA to find new sales opportunities. Actively arrange sessions for customers to share product knowledge for effective use of Ericsson products.
My responsibilities as focal engineer in region Middle East and Africa Expertise group are
• To provide 24x7 support for OSS Domain related to ENM, OSS-RC, ENIQ, BO and FMX.
• Actively involved in all critical and high value issues and coordinate accordingly with customer to maintain KPIs as per agreed SLA.
• Perform Software Update Management and MOP creation
• Provide on-site support while simultaneously managing multiple FNI projects in a customer facing roles specially in Turkey and Saudia as a CNS resource. Perform updates of Ericsson ENM, OSS-RC and ENIQ products to keep them on latest release.
My main duties were to perform upgrades, integration and testing for acceptance within OSS domain in GCC and Pakistan. I have delivered projects in Pakistan, Turkey and Mexico while working as a senior engineer for on-site projects.
Perform upgrades and installation while being the sole responsible for the activities. Reviewed and identified daily issues and implemented corrective actions to meet internal and external technical requirements.
My key responsibilities at Telenor Pakistan as team lead involve project analysis, design and implementation, requirement gathering and coordination with internal and external organizational clients while working as a team lead. I was responsible to develop, integrate and automate IT Enterprise and Telecommunication network monitoring system for Telenor Pakistan with TeMIP, HP OVO, HP NNM and HP BAC.
Working as a shift in charge I manage a team of 5 people for the monitoring of first level operation in Mobilink GSM network