إبراهيم AbuRowaa

 Implement, Improve and Govern IT Operations & Support Functions with major focus on BU customer experience.
 Define Operational KPI for IT Managed Services, ensure KPI’s are aligned with BU IT contractual obligations.
 SLA Management, operation governance, review weekly/monthly operation performance and manage critical business escalations.
 ITSM Responsible on planning and implementation of ITSM including incident, problem, and change management processes, manage Knowledge transfer.
 Manage support operations teams under with onsite/offshore management in 24x7 shifts coverage.
 E2E responsibility for corrective maintenance, ensuring remediation are actively managed until resolution to SLA&OLA requirements.
 Work on ITSM tools (HPSM).
 Manage CSI program with KPI model.
 Manage IT Services handover from IT to fulfill services deliverables including operational/maintenance aligned to MS contracts.
 Manage contact renewal and smooth transition to operational environment.
 Compliance to ISO20000 and ITIL frameworks and Service management best practises.

*ICT Governance Management of Managed services for customer and Onsite/Offshore teams.
*Complete SLA scorecard management and justifications cycle.
*Manage Day to Day IT service management operations to ensure high availability, process compliance, and customer satisfaction.
*ITSM Responsible on planning and implementation of ITSM including incident, problem, and change management processes, manage Knowledge transfer for Offshore-India.

analysis of ITO business trends and competitions in middle east region.demand analysis of targeted customers and identify apportunites and cover it telecom business and operational functions including BSS, IT Services, application development and maintenance, network and IT Tools, participate and lead sales pursuits and design/develop managed services solutions to meet clients requirements and cure pain points.

•Managing Zain BAHRAIN ITO Service management, 50+ FTE worth for $3m/year managed service project.
•Customer satisfaction enhancement via managing the key pain points, and improve SLA targets.
•Provided revised service level base model of IT for business and operation to Zain Bahrain.

•Monitor critical business Intelligence dashboards/metrics and reports, Analyze data trends and help to identify opportunities to marketing by adding and propose new revenue streams.
•Maintain data warehouse system availability and data flow as per agreed KPI’s.
•Oversight data management projects, migration and quality responsibility and maintain data warehouse reliability.
•Cooperate with IT department to deploy software and hardware upgrades.
•Gathering business reporting requirements, translating them into ad-hoc or pre-defined reports, performing full graphical analysis, and presenting results to top management.
•Manage recruitment process for the data warehouse department.
•Preparing RFP based on business requirements, evaluate different vendors and provide recommendations.
•Evaluating Specification Design Documents.