Service Delivery Lead
IBM
Total years of experience :18 years, 9 Months
Notable Achievements
Successful delivery of service management solutions - Mobily (Etihad Etisalat)
I led the implementation and delivery of quality and performance monitoring solution for Mobily (Etihad Etisalat). I was the single point of contact between Mobily’s Network Strategic Planning department and IBM’s onshore and offshore development team in India and Pakistan. I led the delivery of solution for two disparate domains of Mobily’s services, one pertaining to the network services, which were SMS and IP-VPN and other to IT Ops & OSS/BSS customer services, which included provisioning, billing, subscriptions, order management and incident management.
Key competencies: Business analysis, service domain analysis, requirements elicitations, solution design, service KPI/KQI formulation, communication and coordination, stakeholders buy-in, systems integration and orchestration, technical supervision, development specifications
Notable achievements
Technology transformation and adoption
I led the transformation of a legacy system and adoption of new technology stack in STC, which significantly reduced development and delivery time of new software requirements and features. The initiative reduced the number of lines of code from ~12, 000 to ~3, 500 and provided a robust development framework for developers, which significantly increased their productivity. I am also responsible for devising the roadmap and lifecycle of the technology stack.
Successful design and implementation of services monitoring solution
I designed and implemented a software solution for data analytics and geospatial monitoring of network services for web and mobile access. The solution was adopted by several business units/departments in STC including Field operations, Wholesale business department, and Home services unit. The solution generated multi-million dollar business for IBM with STC, and was showcased by STC as part of its solution portfolio in Mobile World Congress 2016.
Key competencies: Technical leadership, software architecture design, business transformation, technology adoption, software development life-cycle, systems and architecture gap analysis, programming and development
Primary responsibilities
• Work closely with customer management to understand the business requirement for the project, developing effective working relationships and ongoing management processes for the project.
• Define the deliverables, resource requirements and work plan for the project, and manage their development and delivery.
• To ensure that the project is delivered within the financial requirements of the Business Unit.
• To estimate and plan projects from start to finish, with built in contingencies.
• To ensure projects meet industry leading quality standards.
• Manage, monitor and motivate the cross functional team assigned to the project.
• To conduct project presentations and compile reports
Major Projects undertaken
• Managed the implementation of a comprehensive Course Management System from planning to delivery in collaboration with the Massachusetts Institute of Technology (MIT) which hosted more than 2000 up-to-date courses delivered by MIT faculty in multiple media formats (html, pdf, audio and video). The project received numerous praising reviews in public media and as of now the course ware is receiving more than 300 new visitors per day.
• Implemented a Computer Science Laboratory for research and educational activities at the College, the lab hosted cutting-edge research and educational software including MatLab, Mathematica Maple and Auto CAD and was used by both faculty and students for all of their research and educational assignments.
Primary duties undertaken
• Defined and developed project scope, schedule, objectives and deliverables that support business goals in liaison with senior management and stakeholders.
• Managed technology solutions and products throughout their life-cycles and integrated new solutions with existing IT infrastructure.
• Worked with multiple cross-cultural project teams (both local & international) and managed communication and integration.
• Tracked project milestones and deliverables, and took corrective and preventive actions when needed.
• Developed and delivered proposals, requirements documentation, progress reports, and presentations to senior management.
Major Projects undertaken
• Designed, developed and implemented an Arabic Text-to-Speech (TTS) system based on a formant speech synthesis engine (Klatt) by automating retrieval of speech parameters from Arabic speech corpus and adding support for Arabic specific phonemes.
• Initiated the design and implementation of a pilot Arabic Speech Recognition System based on Hidden Markov Modeling (HMM) technologies (HTK) as part of an Interactive Voice Recognition (IVR) System for voice dialing.
Primary duties undertaken
• Performed feasibility study of proposed projects and developed project plans to estimate cost, time and resources required for new systems.
• Reviewed, analyzed and developed detailed functional specifications and requirements of the target systems, including high-level structured design, work-flow and process modeling.
• Analyzed and evaluated system processes to identify strengths and weaknesses and areas for improvement
• Enhanced system performance parameters by planning and devising methods of optimizing existent resources to improve through puts.
• Led systems testing and ensured quality standards as per requirements and specifications.
• Conducted business and systems analysis and prepared detailed technical specifications for the Project Management module in a comprehensive e-government ERP system for the Ministry of Interior, Government of Pakistan.
• Held regular sessions with the users to understand their requirements, proposed software designs, and developed and implemented the actual system and performed unit and integration testing.
• Coordinated with Quality Engineering Department for CMMI 3 audition and implementation.
• Conducted technology learning sessions and mentored junior colleagues accordingly in order to improve the quality of project deliverable.
• Worked on the design and implementation of a multi-tiered workflow management system for a distinguished bank (MCB Pakistan) to handle approval of bank securities and loans.
• Handled application server administration and provided deployment and testing server environments for the entire development team working on the Customer Relationship Management (CRM) system of a prominent biometric-based transaction system (Pay By Touch).
• Prepared project schedules and plans, monitored actual project progress against agreed schedules and plans to ensure completion within specified delivery date.
• Coordinated user system trainings and mediated smooth transition of the software system from development to deployment.
• Developed a critical B2B module for an automotive leasing application and delivered it on-time thereby opening a new sales account with a very distinguished automotive manufacturing customer.
• Designed and implemented multi-tiered workflow applications for automotive leasing industry.
• Analyzed software requirements and designed/coded software application architectures to assure compliance with established standards.
• Fostered clear channels of communication between the clients and the project team to assure timely completion of the projects within the scheduled deadline.