Mohamed Jasem Albadi

supports the Business Partners in the interface between customers and stakeholders and IT organization. ensures that the business partner presents IT services in the form of a service catalogue, describing end-to-end services and potentially with their associated costs. works closely with Business to shape overall innovation and alignment with organization’s strategy. Enables Business with insights of the Customer behavior and needs. Ensures innovation initiatives of the organization are sustainable. Manages and ensures delivery of the digital product-life-cycle, prototyping and data analytics.

Head of Future Technologies & Digital Sustainability is the ultimate face of IT to the Business divisions and escalations.

Establish and operate smart services support section for RTA Mobile Apps & Portal customers and Users to fulfill their smart services payments and channels service requests and incidents, minimize smart services disruptions and ensures continuity of smart services and channels.


• Support Services Operations: Maintains and publishes a catalogue of department services, establishes and maintains operational methods, procedures and facilities to fulfil the department service requests and schedules the work of service desk staff to meet agreed service levels

• Services Requests and incidents: responsible for managing service request and incident fulfilment for smart services including e-payments, SMS, and mobile applications. Drafts and maintains standard operating procedures and documentation for smart services support and ensures that all requests for support are dealt with agreed set of standards and procedures and makes a significant contribution to the investigation, diagnosis, escalation and resolution of incidents and problems

• Manage Assets: Manages and maintains Smart application and software licenses and ensures that customers and users are utilizing IT assets according to their intended purposes.

• Manage Continuity: Provides advice, assistance and leadership on the planning, design and improvement of smart services availability, including the investigation of all breaches of availability targets and service non-availability, with the instigation of remedial activities.

• Information Technology Suppliers: Oversees and measures the fulfilment of suppliers’ support and maintenance contractual obligations. Uses key performance indicators (KPls) to monitor and challenge supplier performance and identify opportunities for improvement and develops strategies to address under-performance and compliance failures.

• Manage Service Agreements: Oversees developing and maintaining service level agreements with agencies and sectors with a focus on smart services and channels support and ensures that support operations meets agreed service levels

• Knowledge Management: Manages the delivery of smart services training material in a formal educational context to educate departments and users on how to effectively use smart services

• Human Resources Management: Maintains an in-depth knowledge of smart services support standards and practices, and provides expert advice regarding their application. Supervise smart services support specialists and support services consultancy services

• Risk Management: Carries out risk assessment within the support services section, uses consistent processes for identifying potential risk events, quantifying and documenting the probability of occurrence and the impact on RTA and coordinates the development of countermeasures and contingency plans

• Manage Budgets and Costs: Develops an annual budget and forecasts projection, monitor implementation, evaluate and recommend specific adjustments during the implementation for the project needs.

• Strategy: Contributes to RTA technology strategy and roadmap formation by providing in-depth analysis of RTA smart services availability and capacity strategy elements.

• Technology Governance: Complies with RTA technology governance standards, policies, and procedures to perform other responsibilities, tasks as assigned by the Director.

Etisalat IT Operation Department

• Build and lead highly skilled network and storage operations teams. Create development plans, training agendas to align with performance goals. Perform talent reviews and assess capabilities of team.

• Manage teams that deliver current and future infrastructure solutions, architectures, standards, and quality assurance. Oversee installation, maintenance and configuration of network and storage components to ensure consistency and integrity.

• Collaborate with internal teams, external partners, service providers and business units on shared goals and projects. Provide roadmaps, resource allocations and management leadership to project teams.

• Lead critical troubleshooting efforts. Ensure root cause analysis, problem isolation and problem resolution practices are met within the network and storage infrastructure platforms.

• Ensure monitoring and alerting of network infrastructure devices, storage and related systems. Review monthly key management reports denoting network and storage health and availability and look for continuous improvement opportunities. Drive efficiencies through continuous improvement of delivery methodologies and practices.

• Stay current on industry trends and new technologies to recommend initiatives for improvements and growth. Conduct research and make recommendations on network and storage products, services, protocols, and standards in support of procurement and development efforts.

• Manage service level standards and ensure all network and storage infrastructure activities (implementation, maintenance and support) are carried out in accordance with organization change control, technical policies, best practices and standards.

• Work collaboratively with other Infrastructure & Operations functions to ensure robust and innovative solutions that satisfy business, functional, and operational objectives.

• Manages 1-2 leads which include 10-15 employees and 10-30 contractors/consultants, direct/indirect at varying levels of Application Technology individual contributors.

There was around 16 Application supported by this section. As a manager I used to have the following responsibilities:

• Collaborating with end users to identify needs and opportunities for improved data management and delivery
• Managing the day-to-day operations of the BI & DWH & SIM & Voucher Management teams
• Responsible for all human and technical resource
• Further Supporting Project Manager in Project Planning, ensure all milestones are captured in the project and monitor the project executing to meet deadlines.
• Attend internal & external conferences & meetings with business partners and conduct official visits.
• Establish and maintain excellent inter-department communication so that roles, requirements, dependencies, decisions, and work processes are clearly articulated and Understood
• Responsible for identification of feasibility or technical requirements gap and provide steps and solutions for on new capability development
• Enforce the staff to Document all the procedures, problem resolving & new tasks & Presentations.
• Provide training and all the knowledge transfer requirements for the new joining staff and team members.
• Ensure normal functionality and performance of all BI applications & Data Warehouse at any time, to effectively support business processes.
• Vendor management in matter of support agreements, SLAs, Maintenance & licenses
• Manager of 8 staff members in a supervisory role.
• Full people management responsibilities including performance management, salary administration, staffing.
• Planning, assigning, and directing workloads of subordinate employees.
• Carries out supervisory responsibilities in accordance with the organization's policies, procedures, and applicable laws.
• Personnel issues to include evaluating of employee performance; administration of performance related issues; addressing of employee complaints; and resolving department employee relation issues as needed.
• Recruitment responsibilities to include interviewing, hiring, and training of new employees as needed

Systems Support Manager of e-Vision which a Sub Company owned by ETISALAT

• Daily responsibilities will include but not limited to, problem queue management, facilitating problem resolution with engineering team, internal project tracking, communication on critical problems and vendor management.
• Supervises daily activities of production control and computer personnel to ensure timely and effective reporting, tracking, follow-up and communication of problems with the user community.
• Ensures accuracy and timeliness of all batch processing and report distribution and batch job documentation prior to implementation into production.
• Develops and maintains service-level agreements with user departments and business units. Participates in project work to support business initiatives, as needed.
• Ensures accuracy of all information entered into the production scheduling systems and the distribution database; ensures accuracy and timeliness of information entered into the problem management system.
• Responsible for creating/ maintaining performance plans for the team and mentoring team members for growth.
• Production support management is responsible for ensuring the availability of all our monitoring tools, problem resolution to customer satisfaction and senior leader escalation when needed.

• Support IT in development/integration new Billing System.
• Conducting different campaigns and training to increase the Systems Support awareness.
• Conducting different meeting/presentations with System Suppliers to be
update with the latest product and solutions.
• Create a Help Desk team to Support Etisalat Nigeria Staff.
• Supervising a group of specialized planners in the day-to day operations.
• Coordinate /manage with concern client/ consultant/contractor for the new developed areas project.
• Coordinate with concern departments to develop the system requirements & meet the market needs.
• Involved in interviewing new Staff for the IT Department.
• Coordinate with concern departments to implement the ERP system for HR & Finance.

• Performs systems support of Subscriber Management and Billing System (SMBS) and Oracle ERP.
• Sets and documents the proper procedures, Train end users on system’s new releases, helps in resolving complex billing issues.
• Test new releases/updates in the system by creating test environments.
• Supervise the Technicians & Regional accountants & follow up the job progress.
• Make decisions based on consensus.
• Identify work problem & solve them in collaboration with other ream members.
• Assist in an emergency, if necessary; which includes sharing the responsibility for being on-call for emergencies outside of the normal hours of operation.
• Support and assist the system users & monitor the logs & ensure the privileges.
• Supervise on system installation & Software Updates.
• Ensures efficient and trouble free functioning of SMBS and ERP systems.
• Maintains and controls authorized user access to Oracle ERP & SMBS.
• Ensures that systems to be implemented are evaluated fully before implementation.
• Assists external and internal auditors in systems related queries.
• Ensures integrity of information transferred through system interfaces
• Controls the process of charging pre-authorized debit to Credit Card into SMBS.
• Prepare month-end reports for management.
• Coordinates between E-Vision's various departments to raise development issues and ensure that the system is compatible with the new initiatives and promotions that are run from time to time.
• Responsible for Credit Control function in order to clear customers outstanding payments.

May 2004 - May 2006

• Support and assist the system users with needed software or hardware.
• Evolved in upgrading the network in RAK area.
• Perform as an Information technology Teacher 3 days every week.
Teaching students about computers & the parts it contains and how to use MS word, excel, PowerPoint, access, front page and how to use the internet .
• involved in school management install & repair computers.