Senior Manager/Service Acceptance & Support
Etisalat
Total years of experience :31 years, 7 Months
- Manage and lead Quality Assurance team (over 22 resources)
- Prepare UAT plan and provide assessment of UAT effort as per Marketing Roadmap
- Conduct and manage UAT for Wireless and Fixed products projects and ensure projects are ready for launch
- Appoint members from all Business Units
- Manage Test Execution and Defect Reporting within agreed timelines
- Validate Entry/Exit Criteria
- Raise Risks and Issues
- Produce end of day test execution reports and defects
- Approve Test Plans and Test Cases
- Appoint members from all Business Units
- Manage Test Execution and Defect Reporting within agreed timelines
- Validate Entry/Exit Criteria
- Raise Risks and Issues
- Produce end of day test execution reports and defects
- Approve Test Plans and Test Cases
Product Development section is responsible for planning, coordinating and managing technical aspects of product marketing and development process for Wireless, Fixed and Internet solution. Position roles and responsibilities include but not limited to:
- Develop and plan business process and workflows for the development of new/ enhanced services in close coordination with Marketing, IT & Engineering department.
- Manage services portfolio for wireless consumer's services, align technical team's priority with Marketing roadmap.
- Review marketing requirements and convert them into technical specifications. Carry feasibility checks on Marketing requirements with technical teams.
- Provide detailed requirements for an RFP and attending negotiations meetings as member of RFP Committee.
- Review and provide sign off on technical scope of work and ensure coverage of all marketing requirements.
- Follow-up with technical teams on projects implementations and delivery timelines.
- Carry out User Acceptance Testing for new services and follow-up with technical teams to clear all reported snags.
- Perform Research & Development, Represent Marketing at various forums & conferences to gain knowledge of leading technologies in Telecommunication and propose implementation of them to Etisalat where there is business benefit.
- Managing end to end UAT Product Quality team within Marketing department for Etisalat Wireless and Fixed products.
Achievements
- Handled product development for many new mobile services like Etisalat Voice SMS, Wasel Auto Renewal, 3G Mobile Data Packages for Postpaid and Prepaid, Wasel Recharges promotions, Etisalat Mobile TV promotions, Etisalat Ericsson VXML IVRs, and many other services.
- Gained in depth knowledge of Etisalat internal systems like: IT Billing System, IT CRM System and Engineering IN Charging System.
- Attended many Ericsson User Charging Groups Meetings and Workshops: Amsterdam (Aug-2008), Sweden (Dec-2009) and Athens (May-2010 )
Worked as 1st and 2nd level of support analyst with IT Helpdesk section in ITSD Division. I have spent over 9 years in an IT Helpdesk environment supporting hundreds of users. My programming skills (in gwBasic, dBase and Foxpro) helped me lot in enhancing and developing my working environment, it also helped me in building my personal IT qualification and skills. I extended my services to the Corporation in following activities:
- Attend queries and provide end-to-end solutions
- Ensure that the call gets resolved over one single phone call without further escalation
- Investigate and coordinate with 3rd level support analysts/groups for various users issues
- Provide quick solution or a technical advice to our support staff from all the regions
- I was even involved occasionally in some special Projects in the section.
Achievements
- Helped in building a strong IT-Helpdesk for the Corporation where my IT skills and work experience with the users of the Corporate SAPS system, were fully utilized.
- Supporting Microsoft Windows Desktop OS & Applications.
- Supporting Lotus Notes client and databases.
- Gained administration and customization knowledge of USD System of CA.
- Experienced with scripting i.e. DOS Scripts, Kixtart and Batch file scripting.
- Experienced on Microsoft SMS in multi segment environment.
- Experienced on imaging techniques/rapid PC deployment solutions.
- Experienced with centralized A/V support solution.
Joined Etisalat as Typist Clerk in 1992 and worked Clerk & Office Secretary in Engineering External Works, Transmission and External Planning sections.