Business Apps Manager
Virgin Mobile UAE
Total years of experience :24 years, 8 Months
• Managing team of more than 25 developers working on dealer mobile application, the customer mobile application, and backend system applications and APIs
• Leading the CRM migration project, which improved the response time of the Care app by 20%
• Leading the ticketing system implementation project which leads to faster resolution time and better transparency for the customer care team lowering the response rate by more than 60%
• Implemented the change of the activation flow in the customer and dealer applications which fixed the 50% of timeout errors during the activation
• Implemented change on the CVM (Customer Value Management) and the Active Campaign (AC) platform and integrated loyalty with the CVM and AC for a real-time campaign program
• Monitor and report on the performance of vendors to ensure delivery in line with contractual obligations and performance metrics
- Technical support for prepaid part of the OneBSS project execution in 2017-2020. The goal of the
project is to transform and migrate all existing businesses and the legacy systems of the 4 TAG
(Telekom Austria Group) mobile operators in the Balkans region into Ericsson CBIO17 full stack
solution. Full stack solution will include BSCS, CS (Charging System), TCRM (Telco CRM), EOC
(Ericsson Order Care), and Hybris (SAP product).
- Managing and leading to most complex projects that affect BSS & Digital Services Department
- Permanent improvement of processes to ensure the highest efficiency of operation processes
which leads to better resolution time for incidents. Proud to increase the resolved incidents
within SLA from 80% to 98.5%.
- Approve BSS related processes and procedures
- Leading EAI team of 9 people inside BSS & Digital Services Department, composed of BSS
engineers and managing and coordinating their tasks and activities across 2 countries
- Established Change Advisory Board for applying the changes over the BSS landscape and act as a
Change Manager within the established process
- Continuous communication with business stakeholders, vendors/integrators of respective
systems regarding reported incidents, problems, and new functional requests - changes and
configurations
- Planning part of the BSS Budget - operations and maintenance - covering the EAI environment.
Achieved to cut down yearly OPEX on our team by 25% through consolidating vendors in two
markets
- Managed to create a functional multicultural team capable of overseeing the whole cluster
- Carry full responsibility for the TIBCO BW and EMS proper work
- Software loading, configuration, integration, verification, and troubleshooting of existing TIBCO
BW solutions
- VAS services operational responsibility
- Secure provisioning and orchestrating systems are up 99.99% of the time
- Carry full responsibility for the Orga OPSC Online Charging System proper work
- Warrant all KPIs in the SLAs with the business units are met
- Plan changes on the system targeted to improve system performance and operational
manageability
- Secure the functionality and non-function technical quality of deliveries in customer projects.
- Integrating VPN node to OSS and billing systems (EMM consolidation)
- Resolving CSR for CDR push tool on VPN node
- Developing SV for E2E provisioning involving HLR and VPN node provisioning
- Performing test cases and function tests for VPN SV
- Developing customized orchestrated provisioning solution (Subscriber View) in Ericsson MA SDK
for Ericsson HSS, SLF, Service Enablement and new multi-vendor network element business logic,
network logic and Java link. Deploying locally and remotely developed solution
- Developing XSLT for translation from SOAP request to MA CAI3G
- Writing project documentation, solution description, user and administrative guide and
acceptance test cases scenarios
- Creating and executing acceptance test cases and functional test cases
General software and computer technology study.