محمد واصف

Incident Manager

• Own the incident management relationship with relevant external vendors
• Lead incident investigation, coordinating internal teams and external service providers to restore service and if possible, to determine the underlying root causes of issues
• Point of reference to business stakeholders whilst clearly communicating progress and improvement plans
• Report KPIs, Incident volume and current incident trending
• Following up and working with teams to ensure aging incidents are resolved quickly
• Work with senior team members to perform analysis of compliance vulnerabilities, work with Business and IT teams to eliminate vulnerabilities, work independently or with senior team members to support internal and external audit related activities
• Work with Change and problem management to ensure processes are well defined and provide feedback on service or process improvements
• Interact with Service Operation, Service Transition Managers, Program Manager and client management to ensure compliance and execution of all ITSM processes
• Provide incident coordination function to assist client in managing tickets in BMC Remedy in relation to the services in scope
• Prioritise resolution activities across multiple accounts with the assistance of the Managed Services lead
• Identify, plan and execute areas for Service Improvement
• Monitoring the effectiveness of incident management and making recommendations for improvement
• Administration of all Change Requests in the ITSM system
• Prepare related documentation for CABs ( Change Advisory Boards)
• Communicate the change schedules (approved/planned Change Requests / Planned Works) with the customer and all other involved/related parties.
• Support and coach all parties (stakeholders) involved and/or related to the Change Management Process so they can work to their fullest potential.


Application Development

Product Testing
• Configuring testing products and developing test plans and test cases, as well as test strategy, and use cases.
• Analysing complex business problems and identifying potential solutions by exploring and analysing diverse alternatives, including, where applicable, risks and potential business impact.
• Conducting various types of testing for the software product under varying conditions and analysing the behaviour of the system.

Business Analyst

• Customer Delivery: Interacting with Client for the requirement gathering for High Level Design for the Transformation of H3G UK project.
• Completed the High-Level Design for the Transformation of Number management, Vlocity CRM to Cloud MS Azure.
• Gathering requirement on the Technical Detailed Low-Level Design for Number Management and Vlocity CRM with the Vendors Evolving Team for Number Manager and Vlocity CRM Salesforce Identity.
• Unit Test Cases Generated for the High-Level design for the testing team.
• Which includes development to be done by product vendors Evolving team and Vlocity CRM salesforce Identify
• Integration Issues Supporting of Application and their issues with respect to Number management application.
• Testing of Integration with Tibco and Telco Pack BPM for Number manager.
• Testing of Number Manager API.
• Change of inventory resource status upon consumption of resources.
• Maintains complete lifecycle states of inventories.
• Resource states configuration for MNP (port in / port out) and recycling the MNP numbers to the donor network.
• Recycle the Owned Inventory after the desired aging limit.
• Fraud number and misused inventory numbers not to be recycled.

Responsibilities Handling
•Provisioning, Billing, NMS CRM, MIS, Metasolv, Mediation, DTH L1 and L2 Support:
•Service Desk Support for End to End Applications for Billing, MIS, CRM
•Make Sure that all Critical and Major Incidents (Low, Medium, High) are addressed within SLA response time.
•Chair Bridge calls for effective coordination of Incident resolution / Service restoration.
•Continuously follow-up with Support teams for relevant updates, track against SLA, and drive to resolution.
•Generate weekly and monthly outage reports and provide to senior management.
•To manage the client’s IT infrastructure under various competencies like Incident, Change, Reporting and Ser-vice Level Management using ITIL concepts.
•To make sure the all Critical and Major Incidents are addressed within SLA response and sending out the Critical Alerts for such Incidents.
•Customer Delivery: E2E Support, Service & Management for IT Apps in control environment by applying security, problem, change, incident management. Document and Track delivery as per requirements.
•Account republishing, Order repush, SIM loading, Adhoc Reports Generation.
•Inventory related issues, NMS PRI blocking, Sales Channel id configuration, zone mapping.
•M6 administrator for clearing Task related issues stuck in various stages.
•WFMS task related issues.
•Bill generation issues, old cdr restoration