Network Operations Manager
Motorola Solutions
Total years of experience :5 years, 11 Months
• Act as a single point of contact for all networks critical escalations and incidents for all Motorola mission critical and public safety systems in Saudi Arabia (TETRA and ASTRO).
• Lead the delivery of the contracted services to the customer within the agreed SLA & KPI’s (this include Managing L1 & L2 field operations, L3 Remote Tech Support, Security Update Services, Spare Part Management, Optimization and Repair & Return process).
• Lead the implementation of the Service Pack Updates SPU and System Enhancement Releases SER.
• Establish and operate the first Middle East Radio Terminals Repair Centre in Saudi Arabia to support Oil and Gas and Government customers (ATEX certified) fully owned by Motorola Solutions.
• Manage the major RFC requests through their lifecycle by working with the central CAB group and central change manager, for both Motorola and 3rd party vendors.
• Manage all Customer quality cases through the Customer Issue Resolution (“CIR”) and ensuring that all cases are closed in a timely and satisfactory manner.
• Work with product and design groups within Motorola as “Life Cycle Manager” for long term support offerings to accommodate the customer’s future technology needs and product roadmap.
• Bi-yearly review for product roadmap, system releases, product cancellation and obsolescence.
• Continuous training and knowledge transfer for Motorola support engineers (8 Engineers) through on-class training, self studies and workshop with regional EMEA teams.
• Design and plan Services Packages (Basic to full Managed Services) for all Mission Critical and public safety Systems in Saudi this include (TETRA, ASTRO, Smartzone, LTE, Wave Applications and Radio terminals) for different verticals (Oil & Gas, Transportation, Aviation and Utilities) and government agencies (Military, MOI, Royal Guard and National Guard)..
• Manage the relationship with key stakeholders during the service transition stage for newly implemented services to set the correct expectations before moving to full operation phase.
• Service contract and SW licensing agreements renewals.
• Report quarterly revenue update, P&L status and sales forecast to EMEA Business Director.
• Responsible for managing all services bid preparations (New Services offering Solutions) and RFQ/RFP