Service Delivery Manager
TEData
Total years of experience :19 years, 9 Months
• Design & Execute Operational plans for Systems infrastructure and OSS Application suite as well as managing yearly purchasing plans for systems hardware & OSS licensing to achieve TEData roadmap.
• Lead the design & implementation of monitoring systems that is used by TEData Operations centres (NOC, DCO) ensure compliance to Network Operations standards, Data Center standards and systems
• Responsible for tooling & automation project solution architecture designs (End-to-End, HLD) in area OSS, NMS and Network Probes, both applications and application data, and low level integration designs (LLD) including APIs, software configuration and customization.
• Project management of complex OSS Transformation programs and projects, in close cooperation with a dedicated Project Manager where applicable.
• Audit the efficiency of operations for all TEData Operations teams to ensure proper service delivery & generate regular periodic Service Review Reports
• Initiate service improvement programs when needed to ensure proper service delivery standards
• Define an End to End service model including service Critical cusses factors CSF including components KPIs & Metrics as well as defining threshold values and recommended operational actions.
• Design, Negotiate, contract & Monitor SLA/OLA with customers & Between different TEData Operations teams to ensure delivering services up to the standard levels
Ensure the availability and day-to-day operation, scheduling & technical support of the company infrastructure/computer system and peripherals in the network environment, Provide full support for the IT systems, Database and data communication Hardware.
o Design IT policy & ensure it meets the standards & it’s applied correctly.
o Design annual IT budget & cost control management system.
o Write job description & perform appraisal and complete evolution for the IT staff members.
o Ensure that all IT equipments are included in the preventive maintenance contract, in good working condition and the damaged equipments are in the repair process as per the best local practice. All equipments should be maintained as per manufacture's recommendations.
o Co-ordinate with Departments heads to achieve quality IT service.
o Ensure that all systems problems are reported to IT staff and solve No are obtained.
o Ensure that outstanding problems are constantly followed up and problems should not be remained as it is because of Local IT unavailability.
o Monitor that system performance standards are met at each site and identify actions to resolve failures, follow up on all reported problems and initiate the escalation process.
o Ensure that systems at all locations are up and running.
o Ensure that all servers & users software are licensed & legalized
o Ensure that all customers/user requirements are accurately specified and that benefits are clearly identified.
o Ensure that ongoing system updates are carried out at all locations.
o Ensure all equipment is accounted for and damaged products are repaired in a timely manner to avoid performance being hampered.
Routing & Switching
o Designing & Implementing IP Addressing scheme for the whole networks
o Designing & Implementing switched Networks including VLANs & Dynamic VLAN Membership, Spanning Tree, Ether-Channel, HSRP, Wireless LANs & VACLs
o Designing & Implementing IGP Routing Protocols EIGRP, OSPF including Route Filters & Route Manipulation & Providing Redundancy Per links
o Extensive Experience in Network Management Software SNMP Trap Managers, syslog servers and log analyzers ex.(Solarwinds, HP Open view & Cisco Works…etc)
Voice
o Preparing the Networks For VOIP Systems as Preparing PoE switches & Applying QoS on Routers
o Designing & Implementing Complete Dial Plan For the Whole Voice Networks
o Migrating from traditional PBX system to IP Telephony & Integrating with Other Hybrid PBX systems
o Designing & Implementing Voice Gateways & its Functionality Including Digit Manipulation techniques
o Operating & troubleshooting analog/Digital PSTN Connections including Trunk Utilization Reporting & Analysis and providing the necessary action
o Operating & troubleshooting IP Phones with Advanced Services such as extension mobility, Active Directory Integration
o Designing, Operating & troubleshooting Voice Mail system
System Administration
o Experience in Designing & implementing Active Directory Group Policies to Achieve IT Policy & meet Business Needs
o Experience in implementing Microsoft system center Product Family ( Configuration Manager - Operations Manager)
o Good Capabilities in Application Delivery Solutions Using Citrix Technology
o Designing a Disaster Recovery Solutions including backup& restore policy and Procedures using Symantec Products
o Designing and implementing Messaging solutions using Microsoft Exchange
o Administration of all Network Devices LAN Switching, VLANs using both Cisco & 3com technologies
o Connecting Multi-branches using VPN Technology
o Administration of call center telephony system using Nortel Technology
o Responsible for all datacenter & Server room Hardware
o Administration of windows Servers ( Active Directory - ISA - Exchange - Clustering)
o Administration of Backup Exec for backup solutions
o Administration and management of the local intranet for Egypt branch with windows server based platform (Active Directory Domain System + ISA Server+ Exchange Server+ Live Communication Server+ WSUS Server)
o Managing other security solutions (internet web security suite \[ IWSS\] ) as a web content filter & Antivirus solutions using ( Symantec Corporate Edition )
o Automating the management of the various servers & Clients using both VBScript & WMI and Command line Scripting
o Mainly responsible for the online audio streaming using windows media server & widows media encoder and providing the required technical support for this service to our Radio Channels
o Building, administering & troubleshooting a Mail Farm used in the email marketing system.
o Installation, configuration and troubleshooting of DSL routers and DSLAMs, local loops and leased line systems.
o WAN and internet connectivity installation and troubleshooting
o LAN design, installation and troubleshooting
o Network administration using both Windows and Linux Platforms
Enrolled in MBA program for (AAGSB) Arab Academy Graduate school of Business & expected to finalize by the beginning of 2016
Communications & Electronics Engineering