NOC Manager
Zain
Total years of experience :25 years, 10 Months
Achievements:
• Startup of the NOC in zain KSA operation
• Service assurance for 11 million customer
• Managing 74 staff in the NOC
• Fault Management for Huwaei, Motorola, ZTE, NSN and IT
• Network Configuration for RAN in NSN and Motorola
• Network Performance for all infrastructure
• Network Change Management
• Customer complaints Management
• 3rd Party Management ( Carriers, Roaming, Subcontractors )
• Implement the Service Assurance process as per NGOSS recommendation
• Follow up all OSS tools needed to achieve the Business needs
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Responsibilities:
• Ensure that all levels of network maintenance and support are utilized correctly and in a timely manner in line with contractually agreed service levels.
• Manage communication flow of trouble tickets among the several competence groups in NOC, SLM and care organization
• Manage the implementation/development of relevant O&M processes.
Deliver regular reports on SLA activity and quality.
• Hold regular status meetings (both customer/ internal/ partner).
Take ownership of major incidents in the network.
• Act as escalation manager for major faults for the NSN and customer management
• Ensure network issues are reviewed, reported, progressed and resolved by appropriate groups.
• Ensure NOC personnel are adequately trained to perform the required functions.
• Ensure that the change management process is enforced in its full form and force and Strict enforcement of the change management process
• SLA Reports and performance analysis as necessary
• Quality communications with all recipients at all levels appropriate to any network incident
OSS and Configuration Manager /OSS project Manager
Achievements:
• Change Management Process initiation
• Configuration Management Process initiation
• Deploy advanced integrated service assurance solution.
• Implementing Open view Service desk as Technology work flow management
Responsibilities:
• Develop and own the OSS process
• Develop and own the configuration management process
• Develop and own the change management process
• Develop and own the service interruption process
• Manage and coordinate all activities related to OSS solution, Configuration management, change management and service interruption processes.
• Responsible for OSS Solutions evaluation
• Responsible for OSS Solutions design.
• Responsible for OSS Solutions implementation.
• Supervision and control of OSS solutions installation by suppliers
• Responsible for researching new tools/projects in Network Operation to enhance the operation .
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