IT Operations Manager & Technical Consultant
Huawei Technologies, Lagos, Nigeria
Total years of experience :19 years, 2 Months
Manage all facets of IT operations ranging from business process solution designing to implementing new strategies and systems to increase business efficiency. Deliver strategic direction to the team in streamlining BSS solution and enterprise application operations. Achieve and maintain 100% SLA throughout the project. Formulate KPI report and present to senior management for decision-making process.
• EMTS ITO Project (Manager Enterprise Application) (2015 - Present): Lead and deliver technical support to enterprise team including BI, Campaign, KYC, POS, AVAYA, and BSS.
o Reduce customer escalation rate by delivering excellent technical support services.
o Attain 90% SLA in contact center, retails sales, and corporate sales.
o Oversee all aspects of various technical projects, such as ITO project, POS software replacement project, and core application integration with big data.
• Airtel Bangladesh Project of CRM & Contact Center System (2012 - 2014): Assessed the functionalities for an issue inventory item and guided the development team in devolving subscriber transfer feature in DRM.
o Administered the batch installation and bulk provisioning of various systems, such as CRM, ARM, inventory management, contact center as well as dealer and compliment management.
o Conducted UAT to verify/accept the software system before moving the software application to the production environment; organized effective training sessions for staff on CRM, ARM, TBO, CTC, CWM; obtained sign-off from customers.
o Developed the process and application architecture for integrating with VAS, PreTUPS, STK, Oracle ERP, and AVAYA IVR.
Drove positive project outcomes by spearheading the IT operations in EMTS Nigeria as well as developing and monitoring business process and work process flow.
• EMTS (2011 - 2012): Built application architecture of new requirement to best fit with EMTS Nigeria business and running application
o Increased project effectiveness by designing and implementing CR Process in alignment with CCB/ECCB.
o Provided strategic leadership to cross-functional team in developing operational process flow.
o Led the reconciliation process for several systems, such as inventory management, GL, and Customer segmentation, whilst ensuring unhindered execution of TABS billing system in EMTS Nigeria.
• Zantel, Dar-E-Sallam (2009 - 2010): Mapped the application architecture of new requirement to seamlessly manage the Zantel Tanzania business.
o Enhanced process efficiency through effective utilization of various systems, including customer service, contact center, warehouse, and dealer management systems.
o Developed and integrated CR and bug fixes within the system by leveraging GL, Oracle ERP, NMS, IN, and HLR.
o Supported Zantel audit teams in conducting internal and external audits to ensure strict compliance with organizational policies and evaluate the project performance.
• WARID (2006 - 2009) (2011): Implemented various systems such as contact center system, compliant management, campaign and escalation management as well as CMS systems.
o Led the integration of CRM system (TABS) in coordination with CISCO contact center and Ericson IN.
To collected CDR & Process.
Maintain Database, Error Handle.
Update database &Maintain Backup Database.
Generate daily CCD (Credit Control Department) Reports.
Generate several types of reports as company needed.
Bill Generation
Result: GPA- 3.30 out of 4 Grade- B+
Result: GPA- 3.86 out of 4 Grade- A