Product Manager, (International MPLS,VSAT,MRS,WebEx)
STC
Total years of experience :23 years, 0 Months
Manage product portfolio (International MPLS, VSAT, Managed Router Service & Web Conferencing)to:
• Handle the performance of product life cycle from strategic planning to tactical activities.
• Control product P&L based on developed forecasts, partners/sales figures, feedback, & survey reports.
• Devise and execute product strategies, promotional planning, marketing Mix and campaigns.
• Correlate sales/partner activities to manage brand image and positioning.
• Introduce value added product features based on market trend and customer/partner feedback.
• Motivate sales/partners with support of visual aids, training programs, collateral materials and most up-to-date secondary research and market data available.
• Carry out pricing and profitability analyses with required forecasts.
• Anticipate serious product flaws and work toward achieving real solutions
• Strive to provide superior value for customers/partners.
• Keep track of competing products and monitor marketing and production efforts.
• Research products, markets, and competitors
Lead Tier-II technical support team to provide exceptional customer service and technical support for Internal and External wireless products customers, (WiMAX d/e, LMDS, CDMA).
•Manage a team of engineers capable to troubleshoot hardware and software issues and identify network/applications issues.
•Manage a support program of the Wireless Technical Support Services (TSS), to include: Hard-to-resolve issue escalations, root cause analysis and continuous improvement initiatives.- Network upgrades, Network Audit, On-demand Network performance reports.- On-line portal resources in term of tools, technical knowledge, product updates & road-map.
• Manage the trouble ticket reporting system to;- Capture issue definition and manage the issues through to resolution. -Manage escalated issue Responsiveness against Service Level Agreements (SLAs).
•Evaluate customers concerns & manage resolution of problems to bring 100% customer satisfaction.
•Manage 24x7 support coverage, define and manage the Escalation support process, and develop communication protocols for high visibility Support Issues.
•Manage the relationship with In-kingdom and Tier-III vendor’s teams that based on win-win rule.
•Proactively, manage the network quality and applies for process and discipline towards optimizing the wireless network performance with related KPIs and advanced management techniques.
•Play technical leadership role in the Technical Support and Engineering projects, in term of tenders and specs evaluation; services and proposals appraisal; design and Implementation contributions.
Key achievements :
•Success to Manage Access Group to provide Tier-II support of kingdom wide Access Network (WiMAX, LMDS, CDMA, WLL, DSLAM, MSAN, RANs).
•Success to Manage Knowledge & Build Tier-II technical support team for WiMAX technology.
•Manage technically the WiMAX d implementation projects of (Airspan|19M) & (Redline-BTC|10M).
•Lead technically the WiMAX e implementation projects of (Huawei|20 M).
Promoted to continue playing Tier-II role in addition to the following achievements:
• Play critical role in the technical specs evaluation committee of (ALJAWAL Wi-Fi project|SR 2M).
• Contribute the operational efficiency by saving 70.4% of 2005, 06, 07 ALU & Ericsson LMDS annual TSS. Through applying trimming and SLA management and vendor's performance evaluation.
• Lead technically & set handover plans for (Redline-ALU|SR 39 M) WiMAX d implementation project.
• Construct WiMAX network KPIs and other documentation to increase the network efficiency.
• Manage the BWA network efficiency by introducing LMDS-to-WiMAX project & save 2.3 M.
• Play technical leadership role in the committee of WiMAX d/e projects and proposals evaluation.
Provide Tier-II Technical Support for Broadband Wireless Access (BWA) products (WiMAX, LMDS). To the External customers (Internet, Data, Voice) and Internal customers (NOC, Field Operations& Maintenance, Optimization, Projects, Engineering, Planning, Marketing and R&D).
• Resolve 70% of hard to resolve issues & ensure for timely resolution for the issues reported by NOC.
• Work closely and follow up bi-weekly with In-kingdom and Tier-III vendor’s teams to:
- Resolve escalated Network chronicle troubles, firmware functionally issues & outstanding issues.
- Provide Root Cause Analysis and Continuous improvement initiatives.
- Provide Network Audit reports and on-demand performance reports.
- Ensure about software delivery and perform network upgrades.
• Critically, evaluate the vendor’s response based on the regular meetings with results-oriented thinking and methodical approach of problem solving.
• Design and roll-out On-Job-Training programs for Field and NOC technicians.
• Work with Network RF Optimization to resolve RF issues & contribute capacity expansion proposals.
• Work with Network Engineering for design issues, Features Request & new projects’ specs review.
• Work with Network Planning for new and deployed projects’ proposals.
• Review and provide technical input to the Technical Support Contract (TSC) specs & deliverables.
Key achievements :
• Reduce 0.5 M of ALU- LMDS TSS by evaluating and streamlining the project, in 2004.
• Play technical role in R&D Cisco NGN Filed Trial & Testing over IP, MPLS, ATM, PSTN & GSM networks.
• Contribute the R&D Pre-WiMAX Field Trial Committee.
• Success to achieve the Tier-I Technical Support Rotation Program for the functional area of Operations, Administration, Maintenance and Provisioning.
• Tasks dealing with projects, designs, specs, sales, vendor's specs and standards.
• Deal with consultant, contractors and projects implementation.
• Prepare and perform procedures for marketing products.