Senior Manager, Service Delivery CRM-SI - MEA BSS BU
Huawei Technologies
Total years of experience :25 years, 9 Months
To provide rapid and reliable BSS software development services for Huawei MEA BSS
customers.
Focusing on growing and developing existing clients, together with generating new business.
Lead a team that acts as the central resource and driving force for the design, process, coding, test & quality as we move from customer needs/wants for digital transformation, up to implementation, deployment & configuration. Organize interdepartmental activities ensuring completion of the project/product on schedule and within budget.
Responsible for department Profit & Loss analysis & control, financial monthly reporting & quarter financial audits. To drive the software services by accelerating the implementation lead time and produce successful application configuration & Go-Live. Also, being primary contact for Huawei CRM & SI Implementation, Advances new business opportunities with DSV (Delivery Service Vendors) within MEA. Identifying & evaluating DSVs to partner with Huawei for projects integration & delivery.
System Integration, Products & Service Delivery Dimensions
Expanding the relationships with existing customers by continuously proposing solutions that meet their objectives
Ensure the correct products and services are delivered to customers in a timely manner
Serve as the link of communication between key customers and internal teams
Resolve any issues and problems faced by customers and deal with complaints to maintain trust
Product customization/implementation of digital transformation, smart cities & IoT
Develop the product change requests raised by the customer from Requirement Gathering,
Cost reduction through efficient centralized services and ensuring that project meets its strategic objectives.
Develop Operational Level Agreement and Service Level agreements across all touch- points with tailored SLA‟s based on Customer Segment and Value to support all functional units in CSM for implementing quality operation E2E.
Develop appropriate planning for resource performance monitoring and resource allocation in all areas in order to adopt optimized resource utilization in the team.
Products and Services
• Product customization - change request.
• Develop the product change requests raised by the customer.
• Customer support - defect fix
• Fix reported product defects on customer site.
• Preventive Maintenance and Task Force
Core Values
• Customers First
Huawei exists to serve customers, whose demands are the driving forces behind our development. We continuously create long-term value for customers by being responsive to their needs and requirements. We measure our work against how much value we bring to customers, because we can only succeed through our customers' success.
• Dedication
We win customers' respect and trust primarily through dedication. This includes every effort we make to create value for customers and to improve our capabilities. We value employees' contributions and reward them accordingly.
• Continuous Improvement
Continuous improvement is required for us to become better partners for our customers, improve our company and grow as individuals. This process requires that we actively listen and learn in order to improve.
• Openness & Initiative
Driven by customer needs, we passionately pursue customer-centric innovations in an open manner. We believe that business success is the ultimate measure of the value of any technology, product, solution, or process improvement.
• Integrity
Integrity is our most valuable asset. It drives us to behave honestly and keep our promises, ultimately winning our customers' trust and respect.
• Teamwork
We can only succeed through teamwork. By working closely in both good times and bad, we lay the foundation for successful cross-cultural collaboration, streamlined inter-departmental cooperation and efficient processes
Mission KPIs
• Customer Satisfaction
• On time defect fix delivery
• Cost and budget control
• Employee satisfaction
• Continues improvements
Supported with Huawei vision to act as "Customer Voice", the main responsibilities are:
•Define plans for products development & testing for upcoming projects and in maintenance of existing systems, ensure usage of industry standards state of the art techniques for product & services releases.
Drive the usage of procedures and standards, Prepare and establish testing, certification plans for HTIS products/projects, provide leadership in analysis, design and development of product plans as well as delivery roadmap.
•By job nature, responsible to manage all product/project certification & release activities along the SDLC.
•Ensure that all needed requirements to deliver quality product/services are translated and communicated to the concerned departments properly.
•As owner for the engineering process, responsible for continuously improving internal and cross functional processes, procedures & practices.
•Review of test documents, Coordinate with Infrastructure group for Test Environment issues, Monitor of test execution across projects and mitigate risks and issues, Provide required metrics from product & services testing & certification. Steering product/project review meetings.
•Also responsible to provide inputs on improvements required to defined process, standards and methodologies by researching and from ‘lessons learnt’
•Adherence & compliance to CMMI lvl 5 & the Quality Management System for all related business areas, along with ITIL (Information Technology Infrastructure Library) based assurance for IT Production processes.
•Provide leadership and managing both SW Testing, Certification & Performance Measurements Unit to align all development activities to contribute effectively to Huawei strategies focusing to improve customer's service experience.
My role involves regular travel throughout the Gulf, Middle East & Asian countries to continuously listen & accommodate customers concerns.
Reporting to Telco Design & Development Director, Provide leadership and managing Business Quality Control & Quality Assurance management (Billing, Provisioning, Roaming & Rating) by developing, integrating and implementing efficient quality management strategies that improves operational productivity and maximize products and service levels in concert with the organization’s goals and objectives
General responsibilities:
-Release Management
-Resource Management
-Process Improvement
-Setting the direction of the testing strategy and road map for ITS QC deliveries.
-Look after established standards and procedures during different testing phases
-Provided training / knowledge transfer of software testing functionalities for all QC labs
-Engaging Sr. Test Engineers & Test Analysts ensuring that they are able to deliver high quality products within the specified solution proposed & designed
Briefly; major responsibilities covering the areas of
Business Control and Process Improvements:
Defining Business Control processes, matrix of separation of duties and responsibilities.
Management and control of all business development processes from gathering requirements to delivery
Human resources:
Motivation, Incentive and Retention program
Hiring & Job description
Career path & people development
Technical:
Managing the Business Quality Control team (41 Test Engineers) to control the business quality level of the new Change requests and projects covering SIT/UAT within CORBA, IN, Interconnect, Rating, Billing, Provisioning, Mediation & CTI.
Finance:
Fully responsible of division budget & cost control (purchasing, investments decisions, daily Operations …etc)
Implementation and control of budget new initiatives Forecast and planning of the yearly financial results split on quarterly basis.
Reporting to Telco Implementation Sr. Manager, Provide leadership and managing Business Quality Control & Quality Assurance management (Billing, Provisioning, Roaming & Rating) by developing, integrating and implementing efficient implementation quality management strategies that improves operational productivity and maximize products and service levels in concert with the organization’s goals and objectives
The major responsibilities cover the areas of
•Design and test applications including (operating systems, databases, and other 3rd party software to meet customer requirements
•Contribute to company growth through the creation and sharing of knowledge, lessons learned, and best practices based on project experiences
•Use analytical and problem solving skills to identify customer problems, gather supporting data, and recommend process and technical improvements
•In addition to working on billable client projects, the Application Consultant may also assist as needed with pre-sales activities
Supervise team of junior testing integration analysts in their testing activates.
Managing BSCSV6 configuration & definitions \[Services -service packages - usage package - time package - zone destinations - zone origins - zone package - extended GL code packages - rating packages - rate plans - credit limits - special numbers - price plan packages - free unit packages - distribution channel - dealers - outlets - sales structures - translation - ticklers - combo and info fields - defining the new Roaming partner into BSCS system \], Baseline set-up, business scenario configuration and promotions integration and acceptance.
Experience of KV, DB, MP, RA, VV, TR, IR and SY modules, batch modules \[rating, billing and provisioning\].
Perform all user acceptance testing of BSCS \[rating - billing - provisioning\] related changes into production environment.
Coordinate all testing activities with the billing operations team and other involved parties in order to create the test plans
Making test analysis in order to determine the testing strategies will be followed and to identify the expected risks
Making verification for the BSCS deliverables using the technical specs documents in order to ensure that the developed product meets the requirements.
Responsible for applying the validation strategies using a various level of testing for all provisioning modules \[GMD - VMD - KABIRA \], billing modules \[BCH - BGH - GENINVOICE\], rating modules \[DIH-FIH -RIH-RLH \], BSCS online modules and TAP files
Act as primary point of contact for all business areas for \[rating - billing - provisioning\] testing related issues.
Making testing execution by preparing test environment, completing the test cases, and determining test results\]
Responsible for testing evolutions and troubleshooting, production Support, defect management
Report the testing problems via defect document
Document testing results and report them to change control manager
Ensure that the system operators has run the assigned operation tasks using the system operations reference books & documented procedures.
Having knowledge in running the bill cycle \[BCH - BGH - GenInvoice\] according to the cycle plan.
Having knowledge in rating modules \[DIH - DIH - RIH -RLH \] and the processing cycle of the CDR and TAP files
Experienced in provisioning and services activation processing cycle using the \[GMD -VMD-KABIRA\]
Execute regular data archiving according to the archiving policy and schedules
Monitor all the defined thresholds and the check logs to ensure the continuity of the processes
Solve operational problems within the scope of first level support for rating, billing and provisioning
One of the test bill cycle team that is responsible for assuring that the test bill cycle has been performed correctly to start billing process
Involved in day-to-day operations issues
Manage and co-ordinate user acceptance testing this includes the batch (rating, billing and provisioning) and online module (MP, KV, RA, IR and VV online modules, GMD and VMD).
Ensure that the TAP files received from the roaming partner is able to be read and rated by BSCS rating engine, and being billed accordingly
Managing the team that is responsible for provisioning & SIM management implementations (using RA module), fulfilling the user requests to activate & modify the network services through the mediation devices, resolve provisioning / activation failures, ensure the availability of IMSI's & MSISDN's on the network, consumption & allocation to different business / sales channels, SIM ordering & activating new Prepaid lines
Analyzing the problems and process error reports from users, provide users with efficient and effective support
Member of the performance team with a focus on Alcatel VMD performance issues \[Mediation device\], supervising the team that responsible for monitoring & maintaining the mediation device (provisioning).
Thesis: "Quality Strategies within Information & Communication Technology Schools and its Effect to
Arab Academy for Science and Technology and Maritime Transport M.Sc. Master of Science in Quality Management GPA: 3.5 Excellent Thesis: “Introducing & applying quality plan to minimze service lead time and increase software quality in telecomunication firms” Thesis Grade: Excellent
Achieving the following: -Standards for quality & Environmental Management Systems -Quality Control in Daily Work -Planning for Top Quality -Process Improvement -Statistical Quality Control