Service Delivery Supervisor
We - Telecom Egypt
مجموع سنوات الخبرة :16 years, 3 أشهر
• Maintain high performing service support functions including all IT Applications Support.
• Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required.
• Ensuring coordination of resolving parties for major incidents, effective communication to stakeholders and post incident review.
• Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed.
• Accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.
• Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner.
• Work with internal and third party teams to ensure actions are taken and completed to protect and improve services.
• Provide regular and accurate management reporting on IT Service performance.
• Working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments.
• Coordinate with developers and product managers to identify system requirements.
• Review the functional specifications/requirements created, collaborating with the SA team for visibility and possible updates.
• Define test metrics, prepare test results dashboards and track/report on solution quality.
• Plan for functional and non-functional (performance, endurance, security) testing cycles and manage the execution.
• Working closely with the software development team to reproduce and debug issues, diagnose defects and track them from discovery to resolution.
• Lead and mentor QA team members, as well as manage outside contract testers both onshore and offshore to develop and execute test cases, scripts, plans and procedures.
• Daily stand-up meetings, and weekly status meetings to review finished sprints and discuss upcoming sprints/deadlines.
• Ensure quality in all the deliverables by following QA standards, best practices and guidelines.
• Acted as a key point of contact for apps teams and project teams for all QA aspects of releases, providing QA services and coordinating QA resources for in-progress projects.
• Participated in sales and customer calls and meetings as requested.
• Developed the strategy testing plans and enablement of User Acceptance Testing for Self-care projects for 3 Telecom operators in Africa (Malitel, Ethiotel & WE), partnering effectively with the business to ensure goals achievement.
• Assisted the business with user acceptance testing (UAT).
• Huawei NGBSS Testing and operation for ZAIN IRAQ Managed Services.
• Huawei BES Consultant for WE Telecom Egypt.
• Manage the delivery of Huawei BES RM domain and guarantee delivery quality and progress.
• Held accountable for expertise in RM domain and its relevant modules.
• Investigate technical problems on the system or product configuration (live & test environment).
• Create (workaround/ permanent) solutions/tweaks for the systems in case of critical situations.
• Collaborating with other domains’ teams to guarantee the solution quality and delivery integrity.
• Performed regular reporting for the project status and system KPIs.
• Contributed to the development of Standard Operation Procedures (SOPs) documents for all RM modules.
• Delivered training to end-users of the application’s basic operations, upgrades, and enhancements.
• Managed the testing team for the CRM migration project to HUAWEI CRM, including preparing to manage the testing timeline, scope, risk management & customer acceptance of the delivered solution, based on the successful execution of the strategy & test plan.
• Define test strategy, prepare test plans, test object list, and track/report on solution quality.
• Led project testing execution: tracking project activities, monitor & handle changes, conflicts & escalations.
• Managed end-to-end complex test work streams, providing direction and guidance for test process improvements and establishing policies, maintaining test environment and test database integrity.
• Track requirements and functional analysis, application development, integration with legacy systems, IT security, and environments.
• Ensured the quality of applied test processes, providing visibility to decision-makers, identifying risks, analyzing, and managing conflict resolution.
• Developing periodically tracking and status reports for executive stakeholders, reflecting the project progress promptly.
• Assisting the business with user acceptance testing (UAT).
• Managed assigned customer projects to ensure that project goals are met; customer’s expectations are fulfilled & that the customer relation is handled in the best possible way within the scope of the contract.
● Manage the delivery of a single product for a regional-level project.
● Conduct cross-domain solution acceptance tests on behalf of customers and performance, quality, reliability, and
security (PQRS) test activities, including test case baseline setting, performance tool development and application,
environment design, PQRS verification, and solution evaluation. The solution test design covers main application
scenarios for customers.
● Undertake test execution of external projects or provide technical support for market projects.
● Carry out iteration tests and integration verification for features, stories, and documentation, throughout the entire
process.
● Main tasks include use case design, user scenario test design, automation design and implementation quality
evaluation for commercial use, and closed-loop improvement. Take part in making a key quality breakthrough for a
product as a major member.
• Preside over administration of OCS/CBS modules in day-to-day SOP operations, managing servers, solving incidents, and fulfilling requests.
• Implement the serviceability improvement measures in a product domain, optimize the delivery model, and develop service, product deliverables for a product domain or solution.
• Manage the delivery of a certain product domain of company-level projects and guarantee delivery quality and progress. Be accountable for the expertise of multi-product or multi-module in one operation technology area.
• Monitor running processes related to the assigned module, and document all abnormal / Critical issues with RC analysis.
• Building a case library for product serviceability, maintaining its improvement, and steering low-level employees to improve their capabilities.
• Study FRSs and the AS Hardware & Software Information.
• Responsible for typical CBS services (Charging processes, Subscriber management processes).
• Preside over the UVC platform (Recharging Platform) and manage the Vouchers’ life-cycle.
• Working as first-line support (Service Desk); Create, research, and update service requests, and route service requests to appropriate product support teams.
• Interface with Global support teams and Field personnel and Implement escalation procedures as required. Execute Business Continuity procedures if needed, according to established protocols.
• Business Continuity to be defined as Disaster Recovery operations due to a variety of reasons, i.e. problems with the network, admin system, DB, etc.
• Accountable for the expertise of multi-product or multi-module in one operation technology area.
• Solving issues related to TABS application, VAS applications, A.D, BI reports.
• Independently take on service network monitoring and management.
• Working as first line support (Service Desk); Create, research and update service requests.
• Route service requests to appropriate product support teams.
• Interface with Global support teams and Field personnel.
• Implement escalation procedures as required.
• Execute Business Continuity procedures if needed, according to established protocols. Business Continuity to be defined as Disaster Recovery operations due to a variety of reasons, i.e. problems with the network, admin system, DB, etc.
• Solving issues related to TABS application, VAS applications, A.D, BI reports.
• Provide troubleshooting and analysis assistance for software installation (or reinstallation), usage and configuration questions.
• Provide answers for general usage and operation questions. Provide problem determination / problem source Identification. Review diagnostic information to assist in isolation of a problem cause.
• Identify known defects and fixes to resolve problems. Provide assistance on supported product known defects for which available corrective service information and program fixes are available.
• Provide technical support service delivery within established guidelines; demonstrating soft skills and technical skills that contribute to maintain service continuity.
Technical support for the network hardware and software applications.
Project Biometric Identification: An AI project that works as an authentication tool and includes (Signature recognition, signature authentication and Graphical Password) - Grade: Excellent
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