محمد دانش نسيم

Etisalat

 Assurance Certification Management (Evidence gathering, sampling, internal audit evaluation, exception report, dipstick testing, legal & regulatory requirement, Data privacy, Asset register, implementation & maintenance of ISAE-3402 SOC audit type2 & GDPR compliance)
 Business Continuity Management (BIA, BCP, DRP, Tabletop Drill, Risk mgmt. implementation & Maintenance of 22301 compliance)
 IT Service Management: (IT Process Audits, Risk Management, Business KPI, Policies/procedure, SLA/OLA/MSA draft & review, Technical RFP, Vendor management)
 Information Security Management (Risk Assessment, Gap analysis, Access review; implementation & maintenance of 27001/PCI DSS)
 Uptime/Telecom compliance Management (Operation Sustainability, 24/7 site operations, tier design documentation, M&O framework, Staff technical training; implementation & maintenance for uptime Gold rating/M&O stamp, follow to TRA, NESA, SIA framework regulations)

Command Center Smart world
▪ Responsible for monitoring the network service delivery infrastructure in a 24/7 environment
▪ Ensured service levels agreements were met on a consistent basis and implemented contract addendums for clients
when needed.
▪ Worked under pressure to get call volume down and meet monthly requirements for customer satisfaction.
▪ Assists with facilitating the restoration of service through analysis and discussions with Network and Server teams.
▪ Record/Register an incident in the NOC Service Management tool/Incident Management system
▪ Monitor all network related events, performance of the network across a variety of performance metrics
▪ Documentation for processes improvements. Service desk ticketing system was used for documentation and ticket
escalation.